from 2008 – 2011
Responsibility:
Lead the service department and increase the level of service
Achievements:
- 20% increase in customer satisfaction
- Introduced new service procedures (ITIL) and a new online service portal
- Changed the department into an Academy or knowledge center for users and employees
- Developed my team members
- Successfully started doing sales with the support representatives
Tasks:
- Manage the Service & Academy team (5 FTE)
- Coach & develop employees
- SLA management
- Managing the activities within the organization to maintain the SLA levels
- Quality Assurance
- Analyzing & changing processes to increase the stability & quality of our services and online software
- Report to customers & board of directors on the performance
- Advice and support customers, sales and consultants with challenging projects
See the next step in my career as Innovator
2011 Manager Business Innovation at Connexys
See the previous step in my career as Innovator
2006 – 2007 Senior Consultant