Ad Interim assignment: 6 months: improvement and optimization of the customer contact, customer experience and customer proces loops. Ambition: creating a leading pro-active automotive customer experience within the Driessen company. Expanding Inbound, outbound (after sales, sales, client satisfaction checks) multichannel activities. Commercial transition from cost to profitcenter: (pro)Active contribution, increase of Sales and AfterSales turnover.

Changemanagement: help, coach and guide employees and management through operational, business and process changes. Responsable for the teams: projectmanagement, marketing and client administration.

Responsible for Operations: IT, Consultancy. Projects and Services. Professionalization and reorganization of the operational units. Culture management, Empowerment, Competencemanagement, Talentmanagement and Changemanagement Strategic and tactical policy

Tasks and responsibilities: RDC first line B to B clientcontacts Role of incidentmanager Service delivery Client satisfaction (KTO= 4 monthly Client satisfaction surveys): NPS >0 Professionalisation of Client contact Efficiency - costreduction - costeffectiveness Client awareness of the RDC company KPI's and SLA's Continuous improvement Churn & retention From cost to profitcenter (third party fullfillment) Strategic and tactical policy of clientcontact Recruitment employees Changemanagement September 2010: nomination Contact Center Manager of the year 2010 December 2010: aspirant ITO certificate KCC RDC

Responsible for (internal) clients: coordination between clients and customer contact. Chief editor of Internal Contact Center Magazine "CALL"

Responsable for Telegraaf TMG BtoC client contacts 120 seats contactcenter Implementation CRM Siebel Changemanagement Culture management SLA & KPI's Implementation retention team / churn responsability Selfservice activities & implementation Voice response system Operations Recruitment

Operational management of Customer contact (BtoC).

Location Amsterdam , Almere Responsible for Vodafone BtoC client contacts in a fast changing environment

Managing my own fashioncompany and designer labels; import / export (Karanda USA), design of high end men's fashion, mostly exclusive knitwear: production in middle, far east and Italy. Main markets: Netherlands, Belgium, Germany and USA. Complete supply chain, from design to delivery incl. Marketing / PR

Designing and styling of the menswear collections of Trenco Breda and Jeff Sayre Paris

Between 1974 and now 2007-2009 Chairman VVE, Home-owners association: Gillis II Amsterdam 2001-now Interior stylist / Decoration / Lifestyle advisor / Fashion, appearance & representation advisor: http://diodecorations.webs.com 1994-2001 Freelance nutrition / health consultant / trainer / speaker / writer / lecturer / 1979-1994 Freelance designer/ stylist Fashion (various clients, magazines etc.) 1972-1986 Professional and international model (photography, commercials, fashionshows) 2003-now Rental and management 2 holiday homes + websites: Veluwerijck 12 (NL) : http://www.freewebs.com/gilsdio Casa del Porticato (IT): http://www.casadelporticato.com