Highly focused operational hard hitter who never loses sight of her objectives. Fast assessment of
weak spots in back-of-house processes and always aligned to the front-of-house customer
needs.
Hands on manager of multicultural teams, running tight ships but with enough room for learning
by mistakes. Combines a very firm grasp of ICT systems and can translate these to operational
and commercial possibilities and impossibilities thus assuring a link between commerce and ICT.
Jan 2022 – Current
As COO I assess the feasibility of commercial project proposals with respect to our existing ICT.systems and the extent to which they can be implemented in our existing ICT and customer service landscape. Should this not be the case, I propose changes and alternatives that would better enhance efficiency, customer satisfaction and ease of implementation. In essence, where Commerce plays the ‘front of house’ role, my responsibility is to match ‘front of house’ requests and proposed actions to our ‘back of house’ system landscape and client expectations.
In this role I am also the responsible manager for executing & implementing all projects that are being brought forward by the CEO and the Management Team in order to make the organization more competitive, robust and best-in-class with regard to the overall Customer Experience and technological innovation.
Lastly, my key-responsibilities include improving efficiency in processes, systems and the way people collaborate in order to allow the company to maximize available investments in further profitable growth.
To free up time & resources from our client success team so they can service other platforms as well without adding staff (costs), I have initiated a project which resulted in a series of non-linear bots being implemented.
This has led to a freeing up of 40% of resources at our client success team, resources that have been redirected to service clients from other platforms and that otherwise would have been hired, leading to additional staff costs.
The unanticipated benefit has been that customer satisfaction increased by 7% leading to higher rebuy rates. Clients were happy because the bots answered the most frequently asked questions 100% accurate and faster than their human counterparts.
eHealth Ventures Group has been preparing for a new Check-Out/ Anamneses (COA) for the past 2 years. We need this new COA to increase flexibility of our platforms, improve the customer journey and make us best-in-class in our market.
After the project had been postponed several times due to insufficiently close management, our CEO approached me for the Project Lead role in order to get this crucial part of our future business back on track.
I implemented a new project- and communications structure which allowed people sufficient, yet monitored, mandate in performing operational tasks whilst at the same time setting strict timelines and operational boundaries and feedback-loops. This gave people a renewed sense of direction and guidance as a result of which the project was properly relaunched and delivered for implementation on time.
I was assigned as Project Manager for the preparation of a new holistic ecommerce platform in Skincare (branded Youso) to be launched in Q2 2024 aiming to help people with persistent skin-issues.
I have managed the process from ideation to ready-for-implementation including finding, briefing, and selecting products, partners and defining the customer journey and directing the design process for the wireframes of the new platform. The wireframes of both front-end and back-end have been thought out and designed. It is especially difficult in the legal field because of the eHealth legislation. The result is that we now have on the shelf, a completely new ecommerce platform that will further diversify the EHVG portfolio and bring additional earnings.
Aug 2023 – Current
Fun Places is a platform where the customer can fully arrange and reserve his vacation trip. It is a combination of Airbnb, Booking.com and Tripadvisor. From booking accommodations to a table at a restaurant. It is a complex platform where combinations are made of different currencies, languages, but also the parts that can be booked. The complexity of this assignment mainly lies in the dependency on the components at the back of the platform. While you think it is perfectly designed for a provider, it may not be optimal for the customer. So you have to find a way where all parties using the platform have the best possible journey.
With my preference for operations and knowledge of technical systems and developments, this client asked me to come up with a solution for several parts of the platform.
I have restructured the Client Success Team by replacing approx. 70% of staff in order to drive talent density in the
Team.
In parallel efficiency has been markedly increased by revamping procedures and way-of-working methodologies.
The net result has been that the topline growth of dokteronline (+30%) and the corresponding increase of client contacts has been managed with a smaller Team. Client satisfaction has at the same time increased by 10%.
The disease rate has melted away to below 2% (from 10%) and employee satisfaction has increased.
In October 2022 strategic management of our pharmacy partners has been centralized at Management Team level to
better control, uniformize and align communications with these vital external contributors to our business- and earnings model. I was made responsible for these activities.
Together with the CEO I have restructured the pharmacy landscape, added new partners, and built effective relationships which has led to a higher degree of insight and foresight in our partners’ market which in turn increased EHVG’ s predictability of business and earnings.
Feb 2022 – Mar 2023
CuraStage is an internship agency based in Curaçao. Students from all over Europe register here to have their internship arranged from A to Z. The director of this company approached me to optimize the customer journey for both the student and the employees. So where is the waste in the process and where can we organize processes more efficiently so that we save time and money to invest in growth.
I used this assignment based on the Lean Six Sigma methodology and mainly involved the team in the working method. Started by mapping the current process, dividing it into sub-processes and then mapping. From this view you can look at roles and time frame. The challenge with this assignment was mainly the permit process, which varied, as well as the aftercare for the student per sector. Together with graduate students, we have conducted research to optimize the processes.
I have restructured the Client Success Team by replacing approx. 70% of staff in order to drive talent density in the
Team.
In parallel efficiency has been markedly increased by revamping procedures and way-of-working methodologies.
The net result has been that the topline growth of dokteronline (+30%) and the corresponding increase of client contacts has been managed with a smaller Team. Client satisfaction has at the same time increased by 10%.
The disease rate has melted away to below 2% (from 10%) and employee satisfaction has increased.
In October 2022 strategic management of our pharmacy partners has been centralized at Management Team level to
better control, uniformize and align communications with these vital external contributors to our business- and earnings model. I was made responsible for these activities.
Together with the CEO I have restructured the pharmacy landscape, added new partners, and built effective relationships which has led to a higher degree of insight and foresight in our partners’ market which in turn increased EHVG’ s predictability of business and earnings.
Oct 2020 – Aug 2023
As General Manager of eMedvertise, which is an international company, I am responsible for all operations including the Client Success Team (CST), Finance & HR Departments and day-to-day management and contacts with the Medical Advisory Board.
I have restructured the Client Success Team by replacing approx. 70% of staff in order to drive talent density in the
Team.
In parallel efficiency has been markedly increased by revamping procedures and way-of-working methodologies.
The net result has been that the topline growth of dokteronline (+30%) and the corresponding increase of client contacts has been managed with a smaller Team. Client satisfaction has at the same time increased by 10%.
The disease rate has melted away to below 2% (from 10%) and employee satisfaction has increased.
In October 2022 strategic management of our pharmacy partners has been centralized at Management Team level to
better control, uniformize and align communications with these vital external contributors to our business- and earnings model. I was made responsible for these activities.
Together with the CEO I have restructured the pharmacy landscape, added new partners, and built effective relationships which has led to a higher degree of insight and foresight in our partners’ market which in turn increased EHVG’ s predictability of business and earnings.
Oct 2018 – Oct 2020
The recording of work processes and quality requirements are important for every organization. This gives employees something to hold on to, but it also serves as a framework for testing whether all information facilities are correct.
Within this role I was responsible for assessing the quality of work done by my colleagues. In addition, the organization needed to become more data driven and data needed to be better analyzed. In my role I was able to initiate this which allowed for better decisions to be made in recommending new projects.
Recruiting and selecting new employees can be difficult, but the right onboarding and training is also very important. I
started working on this and ensured that there is a fixed training program for new employees in all departments. With a daily schedule, manuals and PowerPoint presentations per department, so that employees can work independently within max 10 days. The result was that not a single employee had to go through parts from the training again and our onboarding of new colleagues had therefor been markedly improved. This system is still in place throughout EHVG.
Making protocols and guidelines for doctors and pharmacies so that they are well aligned to each other and the expectations within the organization are clear. Because many different partners are involved in a customer journey, clarity is required, but also a uniform working methodology. This was not in place when I started this role, after which I scrutinized the ICT-systems and made proposals to IT which were implemented. After that, I provided training to doctors, pharmacies, commerce, and customer service.
Creating manuals for employees to solve cases. To measure the quality of working methods and responses within the customer service department, I first joined the department for a few days to see their MO firsthand. Based on this, I mapped out the most frequently asked questions and answers and then tested them against the ideal situation and laws and regulations. This has resulted in manuals for employees which support them in solving cases in a systematic way.
Feb 2015 – Aug 2018
Manager at a debt collection office, going through the amicable and judicial processes of debt collection files. Drafting of legal documents, contracts and general terms and conditions for customers. Booking and paying invoices as well as processing payments and client money.
Winning various court cases within private law. In private law, you mainly have to deal with contracts that have not
been properly fulfilled or additional work that has not been agreed in writing. Because we collected money from debtors, disputes often arose about the work performed. I have represented the claim for many clients in notices of default and lawsuits. Achieved multiple successes on larger cases with cash requirement between €20k and €25k. My success rate 92.4%.
Implemented training for new employees. To organize the onboarding process of new employees as efficiently as possible, I have set up a training program in which an employee can work independently within 2 days. By creating clear work processes, but also by adjusting the system with IT so that a lot of information can be found, and it is easily understandable for employees. This has made hiring new employees a lot more attractive because the training period has become shorter.
Law and Regulations automated within systems in collaboration with IT.
With collection activities you have to deal with a lot of laws and regulations. As a debt collection employee, you are not necessarily required to have a legal background, but in practice this proves to be very useful. In order not to shortchange a creditor and debtor, I implemented optimizations in the system together with IT. The company also had business in other countries, so we had to deal with different European laws and regulations. The system has been adapted in such a way that the correct percentages and costs are immediately calculated in accordance with the legislation of the relevant country when a new collection file is registered.
Professional level in speech and writing
Professional level in speech and writing
Writing and speech a good level
Professional level in speech and writing
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