✓ Contributed as a leadership MT member in Risk Management, overseeing the Change Management, Data & Reporting, and Corporate Insurance Management divisions. ✓ Redesigned the reporting structure for the Executive Board and regulators using PowerBI. ✓ Executed the replacement of the Risk Management tool through a comprehensive RFP process.

✓ Redesigned the management model and KPIs for the Customer Service department. ✓ Established and implemented a Sales Support department within the Customer Contact Centre. ✓ Executed NPS - driven initiatives across the organisation. ✓ Introduced customer - driven optimisation of internal chain processes in collaboration with logistics, online services, and sales.

✓ Directed Retail channels for both B2C and B2B operations. ✓ Accountable for P&L, KPIs, and budget management for a turnover exceeding €300 million, overseeing 1,500 staff across 120 stores in the Netherlands and Belgium. ✓ Implemented a new B2C sales channel, Kwantum aan Huis. ✓ Optimised Work Force Management, Learning and Development, and regional governance. ✓ Served as Change Lead for Sales on behalf of HFG for Kwantum and Leen Bakker, designing a refreshed Total Operating Model and organisational structure.

✓ Interim COO at Web1on1, a scale - up in the automotive sector. ✓ Facilitated a merger and acquisition process within a healthcare organisation.

✓ P&L, KPI, and budget responsable for a multi - site BPO operation, leading a management team overseeing Operations, Client Service Management, Support, ICT, HRM, and Learning & Development. ✓ Achieved ISO, WFT, and AVG certifications, implementing updated HR, ICT, and time registration systems. ✓ Professionalised the service contact centre, enhancing staffing levels from 600 to 1,100 FTE for B2B and B2C clients in Sales and Service. ✓ Developed and managed commercial campaigns for B2C / B2B clients. ✓ Managed the development and expansion of client relationships.

✓ Executed various consultancy assignments within the customer contact domain, including projects for Custom Connect, Siza, Simyo, Florius.nl, Cendris, OHRA, Unamic / HCN, Lotto, UWV, TNT, and Tele2. ✓ Performed tasks such as strategy development, organisational design, process improvements, facilitation of RFP processes, and programme / project management. As an interim I performed the following activities:

✓ Responsible for all remote customer contacts in the areas of (Inbound and Outbound) Sales, After Sales and Service, including back office, subscription process and mail center. ✓ Managing the operation through an operational management team with 260 FTEs and a budget responsibility of €9.8 million per year

✓ For various companies consultancy and interim management in the field of setting up customer - driven organizations ✓ Supervising RFP - processes, setting up business forecasting models, selecting ICT hardware, setting up MI structure

✓ Managing a BPO multidisciplinary account management team ✓ Establishment of greenfield business unit SNT E - center, focused on the development of CRM methodologies and the design of multichannel customer contact ✓ Forming and managing an ICT project team, focused on application development

✓ Drawing up and managing project budgets.