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Work Background
AyvensInternal Auditor Manager
Jan. 2025Amsterdam, North Holland, Netherlands
AyvensSenior Internal Auditor
Jul. 2023 - Jan. 2025Amsterdam, North Holland, Netherlands
PhilipsSenior Digital Transformation Program Manager
Jan. 2022 - Jul. 2023Netherlands1. Managing Programs focused on innovation and aimed at increasing workforce efficiency: Workforce Capacity Management, Knowledge Management Programs.
2. Setting up and managing the Programs, including the set-up of appropriate sub-Projects and mentorship of the Project Managers.
3. Controlling the Programs' activities in terms of quality, time, money, communication, staffing and structurally report-out to Leadership levels in the organization while ensuring value creation and (business) risk management.
4. Continuously improving and professionalizing the structured program/project approach to become more effective and optimize the outcome.
LeasePlanGlobal Customer Service CRM Business Lead
May. 2020 - Jan. 2022Amsterdam1. Continuous Improvement of the global Salesforce Service template in terms of workflows, knowledge articles, escalation pyramid, communication matrix, and artificial intelligence for auto-qualification of email-2-cases.
2. On-boarding of 10 new LeasePlan entities (up until 2024) on the global Service Cloud platform, ensuring 100% adoption and standardization across the entire multinational environment.
3. Monitoring the implementation of LeasePlan global Service&Quality strategy and blueprint in 12 LeasePlan entities.
4. Global Process Owner for "Request for information, service, and complaint" process.
LeasePlanBusiness Process Improvement & Project Manager & Customer Care Manager
Dec. 2011 - May. 2020Bucharest, Romania1. Project Manager – Responsible for managing both local and global technology related, transformational projects. Understands and executes standard project deliverables in accordance with the project methodology (Waterfall and/or Agile). Works with the various IT departments to achieve alignment on the supportability and architectural standards related to the technology being implemented. Plays an active role in the solution design, learning the subject matter, business intelligence and business analysis reviews, SIT and UAT testing, delivering super-user and end-user training.
2. Process Manager – Defines and implements a process governance model. Defines and monitors process KPI’s derived from the company’s strategic goals. Participates at the definition of ICT projects based on business requirements. Manages ISO 9001 and 14001 (re)certifications. Translate applicable business strategy, needs/gaps, and metrics into actionable opportunities designed to improve customer experience or realize cost savings. Drive process improvements based on data obtained from analyzing service trends, problem resolution data and needs/goals identified by the customer service organization. Monitor compliance and adequacy of procedures to ensure ongoing continuous improvement in processes and procedures.
3. Customer Care & Complaints Manager – Focuses on all aspects of customer satisfaction and care while managing a team of 5 Customer Care Representatives, dealing with all operational interactions with clients and acting as single point of contact. Continually reviews and enhances customer journey and communication tools.
4. Debt Collection Manager – Oversees, directs and manages the day-to-day operations of the collections team. Hands-on experience implementing processes to improve cash flow and reduce receivables by monitoring and negotiating the collection of overdue accounts
EricssonPerformance Quality Manager
Aug. 2009 - Dec. 2011Bucharest, RomaniaFor Ericsson Managed Contracts:
1.Responsible to secure that the quality and costs of the services delivered are in accordance with the expected levels agreed through WLA and Managed Services internal performance requirements.
2. Ensures that the delivery units are working in completely alignment with the New MSTOP processes, using the global tools (MSDP) and properly following the governance models.
3. Initiates and drives improvement plans to correct operational or financial performance deviations towards both specific WLAs and internal global benchmark and targets.
4. Workes pro-actively to continuously improve the financial and the operational performance of the delivery units as well as the processes used in our delivery, as part of Continual Service Improvement initiatives.
For Global Vendors Managed Contracts:
Works shoulder-to-shoulder with global development and operational teams to resolve problems that occur between the software suppliers (Vendors) and the Customer Operating Countries (UK, Austria, Denmark, Australia, Hong Kong, Thailand, Italy, Indonesia).
1.Defect management: intermediates problems raised by Customer with Vendor, works with different teams towards fast resolutions of the issue, monitor SLAs;
2.Release management: monitors and announces all Customers about the End of Life, new releases/patches, and highlight the impact;
3.Communication: intermediates the communication between Customer and Vendor, ensures continuous flow, provides proper environment for the tow parties, pushes the Vendor to provide fast resolution;
4.Escalation: identifies critical points and proactively takes ownership and highlights them to management;
5.Vendor Performance Management: monitors and reports Vendor performance including incident number and resolution time, SLA calculation, credits
MicrosoftSales Reporting and Licensing Specialist
Jan. 2008 - Aug. 2009Bucharest, Romania1. Ensures forecasting and reporting accuracy
2. Sets reporting processes, developes periodically reports (daily, weekly, monthly, yearly) and ad-hoc reports
3. Performes business analytics, such as scorecard data, deriving actionable insight data required for growth planning
4. Participates in Rhythm of Business (ROB) calls, Monthly Business Update (MBU); monitors forecasts, unit growth and market penetration
5. Manages the overall annual segmentation process and strategy development
6. Developes business insight and identifies opportunities for improvement
7. Tracks departments marketing expenses
OracleEMEA Migration Team Leader
Jul. 2006 - Jan. 2008Bucharest, Romania1. Migration Process - Determining the correct migration path and existing support stream, validate fees, verify all paid invoices and perform mathematical calculation. Responding to questions and inquiries regarding completed migrations. Lending advice to sales representatives via thorough explanations of the migration process and calculation. Assisting the sales team by suggesting alternative migration paths an scenarios that would be most beneficial to their customer
2. Customer Service to be delivered to the sales team - Providing professional customer service to sales by drafting quality contracts and releasing in a timely manner, review quotes and advise sales on Oracle’s policies and procedures
3. Interacting with several Oracle departments to provide the highest level of support to sales and help protect Oracle’s interests: sales, legal, revenue recognition, credit, order administration, ebusiness migrations, license management services, contract management, collections and internal auditors.
TelemobilCollection Analyst & Junior Corporate Reporting
Feb. 2005 - Jul. 2006Bucharest, Romania1.Performs day by day operations required by the current setup of the system: daily conversion code, imports from different systems (like Nero), creating miscellaneous analysis codes.
2.Monthly checks and reconciliates of the data input in the SunSystem. Abilities related with manipulating large volume of data (Excel and Access Microsoft Office).
3.Maintains & Developes procedures, work instructions and other documents related to the SunSystem.
4.Makes outbound calls for collection purpose;
5.Issues collection letters;
6.Takes restriction actions (hotline/TD/PD);
7.Processes daily Candidates for Reactivation, removes restrictions and applies charges;
8.Checkes all incoming proofs of payment and takes actions accordingly;
9.Processes all incoming adjustments;
10.Requests corrections to customer balance (adjustments/credit transfer).
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