Hans Hoorweg's Email Addresses & Phone Numbers

📖 Summary

Passionate about improving customer experience (journeys) via knowledge management, selfservice and technical support. Interested in analysing the customer journey with reporting, for example building dashboards with drill-downs, segments and acting on the insights with help of Oracle Engagement Engine, a tool that can trigger event and time based actions to the customer while browsing your site.Technical Consultant Oracle Rightnow Technologies / Oracle Service Cloud @ -Goede doelen loterij custom KPI dashboard from high level down-drill to detail ticket analysis -Elsevier process and technical implementation Knowledge Lifecycle Management -Leading in technical support, designs, analysis and improvements for Knowledge Lifecycle Management -Participating in SCRUM sessions for technical team -Configuration of the CRM software RightNow Technologies. -Customizations of the software for clients. -Advise about the use of the software. -ERMS implementation UPC Netherlands (media). -ERMS implementations Oxxio (energy). -Support and consulting NS (railroad). -Support and consulting Ditzo (insurances). -Tune-up de Bijenkorf (retail). -Others... From May 2009 to Present (6 years 8 months) Senior Programmer @ -Accenture is a preferred Oracle supplier for some big companies. -Followed Siebel bootcamp course version 7.7 (duration 2 weeks). -Created interface documentation for big telecom operator (Siebel 8.0). -Initiated together with my lead the testing team (scope determination). -Translated documentation / business requirements to test scripts. -Specialized in interface testing with help of XML, SOAP UI and SQL. From February 2008 to February 2009 (1 year 1 month) CRM Consultant RightNow Technologies @ -Arragon Internet Technology is an official partner of RightNow Technologies. -Gained deep knowledge about CRM package RightNow Technologies 7.5 - 8.1. -Have participated as configurator and consultant for famous Dutch companies, like Eneco, Essent (energy), Dixons (retail), V&D (warehouse) and Canal Digitaal (media). -Tasks included configuration, advise per phone / mail, tuning, attending project meetings, making and presenting user demonstrations. From April 2006 to January 2008 (1 year 10 months) Customer Service Support @ -Casema (now called Ziggo) is a famous Dutch multi media company, providing (cable) TV, Internet and telephony services. -Their development comprised the integration of front- and backoffice and automation of employee timemanagement. -I inspired them about e-learning possibilities and to automatically monitor employee's progress. Their e-learning has drastically improved. From November 2005 to April 2006 (6 months) Customer Service Support @ -Bol.com is an early e-business (retail electronics) that has proven value during the 'shake out' period and also belongs nowadays to the best performing e-businesses within the Netherlands. -I was involved with the integration of their partly outsourced customer service within their internal organization. -I helped them with their knowledge exchange (external party having direct customer interaction, us having the back office processing knowledge). From November 2004 to October 2005 (1 year) Master, Mobility and Infrastructure @ Utrecht University From 1999 to 2004 Hans Hoorweg is skilled in: RightNow Technical Certification, Creating reports, PHP, HTML, MySQL, Translate business requirement in report metrics, Web Services, RightNow, CRM, Integration, Testing, Knowledge Management, Business Intelligence, Business Analysis, Oracle, Solution Architecture, Outsourcing, Business Process Improvement