Lennard Bouma

Product Manager and responsible for integrating our cross-selling solution for product insurances, for Dutch and UK e-commerce partners; JSAPI Plugin, API, Whitelabel solution.

Responsible for NL, BE, PL and UK - Managing 4 Team leaders. - Overall responsible for productivity and quality of service for the countries above. - Process and efficiency improvements. - Improving customer satisfaction. - Daily contact with external vendors. - Checking invoices of external vendors. - Checking call/email forecasts and change routing / FTE calculations based on these forecasts. - Decrease contact rates.

Leading a team of around 25 Customer Service Representatives. - Making sure that SLA’s/KPI’s are met. - Setting up processes and work-instructions for the Customer service representatives. - Performance reviews of the agents. - Resource planning.

- Managing customer accounts - Optimizing customer accounts to increase revenue - Technical assistance with domain transfers. - Acquisition of new customers

- Making sure that SLA’s/KPI’s are met. - Setting up processes and work-instructions for the servicedesk agents. - Recruiting servicedesk agents. - Performance reviews of the agents. - Resource planning. - Coordinate between the Servicedesk and other departments (Network- Systems- and Change Management). - Training of New Hires. - Managing a team of 20 Servicedesk agents and 4 Senior Servicedesk agents. - Point of escalation for clients

- Making sure that SLA’s/KPI’s are met. - Setting up processes and work-instructions for the servicedesk agents. - Report to management and the client when SLA’s are not being met. - Recruiting multilingual servicedesk agents. - Performance reviews of the agents. - Resource planning. - Coordinate between the servicedesk and other departments (Network- Systems- and Change Management). - Training of New Hires. - Managing a team of 19 people for 4 clients at the servicedesk. - Helped Implementing SD 3 clients

Interpersonal communication, Cultural Differences, Event Management