Customer Service Center Manager

AT&T

Belgium

Responsible for efficiency of processes and process improvement in the Belgian Helpdesk for B2B clients. Also responsible for the 24/7 Network monitoring team and the Change Management team.

Analyst

Accenture

Belgium

I worked on several projects in the Telecom Industry (UPC, Mobistar) and also the Public Sector (Electrabel, Belgian Post + Federal Government Portal).

Director European Export Centre

Shell

Belgium

Responsible for a subsidiary of the Shell group dealing with the Imports, Exports and Networking of Lubricants between Local entities of the Shell group.

Project Manager

Shell

Belgium

Managed several SAP rollouts in various geographies: Benefrux, Central and Eastern Europe & finally Russia. Projects focused on process (E2E process analysis and improvement), people (roles & responsibilities) and platform (SAP in this case) and the efficient interactions between those three elements.

Director Retail Belgium & Luxembourg

Shell

Belgium

Responsible for Sales and Operations on all Shell retail sites in both countries. Direct team of Sales of 8 people but indirect management of the whole retail community (marketing, finance, pricing, operational excellence, Retailers, Dealers, site staff)

Chief Operating Officer (COO) - Freelance basis

Fipra

Belgium

Responsible for steering the company based on KPIs agreed with the Shareholders. In this role I was able to put to use both my people management skills (HR, Administration, Finance and IT teams) as well as my previous experience as Project Manager. I rolled out a new email platform (Outlook 365) as well as a CRM (Microsoft Dynamics) in order to improve efficiency of processes and information retention.

Bachelor in Economics

Master in Applied Economics

Major in Production and Operations

Semester in Applied economics

Unniversity of Montevallo

Birmingham

Exchange student for 1 semester.

Lean - Six Sigma

Green belt certified Lean/Six Sigma. The concept is Continuous Improvement by looking at processes from end to end, understand what the end goal of the process is and then looking at ways to make it more efficient either by doing more in less time or with a focus on quality of outcome.