Marloes Zwinkels-Breedijk's Email Addresses & Phone Numbers

📖 Summary

Sr. Specialist Business Development @ - Development of the commercial program of de Bijenkorf (traditional media and digital media); - Analyse costs & results of commercial activities and initiate improvements together with the board, buying and operations; - Development of tourism traffic in flagship stores by organizing marketing activities and set up partnerships with tour operators, hotels and tax refund offices. From August 2014 to Present (1 year 5 months) Amsterdam Area, NetherlandsProcess Manager @ - Improved customer processes in stores & e-commerce channel based on customer feedback (project Voice of the Customer): o Analyzing data customer feedback; o Mapping the current customer process; o Draft expedient customer process; o Push team members to action; - Established customer satisfaction measurement in stores & online; contains more then 8.000 responses per month; - Created awareness of customer feedback at all levels of the organization (monthly feedback to the board, store managers and employees); - Responsible for the customer care (service desks in stores & outsourced Contact Center); - Developed functional designs for an Oracle based CRM system (RightNow); - Member in project team for large marketing campaigns and involved in creation of marketing calendar, for both stores and e-commerce channel. - Introducing “big data” analyzing tools for better understanding customer behavior and demands. From April 2011 to August 2014 (3 years 5 months) Amsterdam Area, NetherlandsBusiness Consultant / Client Team Manager @ - Client Team Manager of a team consisting out of 4 team leaders, 2 operational managers en 80 contact center agents. Responsible for the financial and operational results (EUR 2-5mln value) and consulting on improving customer care of Netherlands largest cable company; - Managed outsourcing project of an European Telecom provider (implemented a contact center of 130 seats within 4 months); - Senior project Manager of the transformation from cost center to value center for a leading publisher of magazines. (Doubled amount of inbound sales; Won the Outsource Award 2009); - Key team member in private equity owner initiated restructuring to improve bottom line; - Improved results and customer processes for various clients From March 2008 to April 2011 (3 years 2 months) Team Manager Customer Care @ - Lead a team of 20 employees; - Structured the new department after reorganization; - Improved level of customer service; - Special projects, such as expanding opening hours, implementing new products and systems. From January 2007 to March 2008 (1 year 3 months) Rotterdam Area, NetherlandsTeam Leader Customer Care @ - Lead a team of 10 employees; - Structured and improved the processes after a reorganization (staff reduction); - Improved level of customer service, measured by various KPIs; - Assisted with the reorganization of the department; - Special projects, such as implementing new products and systems. From September 2005 to January 2007 (1 year 5 months) Rotterdam Area, NetherlandsFront Desk Supervisor (officer ranking) @ - Lead a team of 10 employees; - Improve the level of customer service; - Deal with the complaints; - Generating revenue reports and reports for safety matters. From September 2002 to July 2005 (2 years 11 months) Master of Business Administration (MBA), Business administration / Bedrijfskunde / Business management / Bedrijfsmanagement @ University of Amsterdam From 2014 to 2016 BS, Hotel Management @ Hogeschool Zuyd (Maastricht, Heerlen, Sittard) From 1998 to 2002 Marloes Zwinkels-Breedijk is skilled in: Outsourcing, Operations Management, Management, Coaching, Project Management, Driven By Results, Customer Experience, Customer Service, Highly Ambitious, Process Management, Marketing Strategy, Leadership, Change Management, Contact Centers, Call Centers, Management Consulting, Dutch, CRM