Curriculum vitae van kandidaat f2723f

First Name      Michael

Residence       Bilthoven

Year of Birth    1962

Michael is an analytical and result-driven Project Manager with over ten years of experience in the Internet, Customer Contact Centers, e-commerce, enterprise knowledge management and mobile and rich media content domain.

He is a well-educated individual who instinctively strikes a balance between accomplishing business goals, motivating people and actively manage development & change processes.

His experience as a line manager, having worked for Reuters and Wolters Kluwer across the globe, provides the foundation from which he has developed into an interim-project & program manager specializing in cross channel customer services, multi-media strategy and e-commerce development.

As a dedicated, sincere and ambitious individual, Michael is an asset to any project.

1988 – 1989                     MBA Georgia State University, U.S.A.

1984 – 1988                     BBA Columbus State University, U.S.A.

1982 – 1984                     Versicherungskaufmann, Industrie-und Handelskammer, Germany

English – Fluent

German – Fluent

Dutch – Fluent

Swiss German – Basic

IND (Immigratie- en Naturalisatiedienst), Rijswijk, The Netherlands

ð        Goal of Project ‘IND bij de Tijd’ is to completely redesign primary information processes across the channels Internet, e-mail, Telephony, Counter and Correspondence, allowing the IND to build electronic customer files and linking all correspondence, irrespectively through which above channel, to the one file.

ð        Responsibility: As Project Manager in Global Design (GD) fase overall responsible for analysing, scoping and designing the Channel Integration Concept & Strategy using a team of Business Analysts, Consultants, Interactive Designers and Software Engineers.

ð        Result: Delivery of cohesive Multi Channel Customer Interaction Strategy Document on 30th May 2008, to serve as high level Road Map in the building phase which will commence in July 2008 and last until November 2011.

Nuon, Amsterdam, The Netherlands

ð        Goal: Driving customer retention & satisfaction by providing Call Center Agents with a Knowledge Infrastructure which allows for the simultaneous searching of obsolete data bases, thereby providing correct answers to customers in the shortest possible time span. Solution should cater for future expansion to include self service (e-mail response, web search, etc.).

ð        Responsibility: Conducted full analysis of the situation to discover that useful information resides in different repositories across the organisation and building a new data base was not feasible. Also, a disproportionally high cost is allocated towards agent training. Advised a solution which tackles both issues in one instance while driving customer retention.

ð        Result: Client is currently finalising POC. Average Handling Time (AHT) and First Time Fix are tremendously effected generating estimated saving of just below seven figures per annum.

PWN Waterleidingsbedrijf Noord-Holland, Velserbroek, The Netherlands

ð        Goal: Control & increase the quality of the customer–agent telephone interaction in the client’s call center, leading to an increase in customer satisfaction and a reduction in churn rate of agents.

ð        Responsibility: Conducting full situation analysis and advising a combined Quality Monitoring and Interactive Customer Survey solution, making transparent all telephone dialogs but in addition providing consumers to evaluate and score their ‘customer experience’ directly after a call, providing PWN with a 360 degree view on its immediate quality issues in the CCC.

ð        Result: Solution roll-out is scheduled for Q1 2008.

A Dutch Ministry, The Hague, The Netherlands

ð        Goal: Redesign information management & analysis process (for text, audio & video) and embed automated capabilities for fetching, categorizing and hyperlinking various data types and file formats totalling 130 Tetra bytes per annum.

ð        Solution: Design & development of highly secure data processing architecture.

ð        Responsibility:  design & development of primary information process to improve timely availability of very high volumes of data. Redesigned functional specifications to fully facilitate ’business needs’ and substantially reduce manual efforts and errors, simultaneously increasing accuracy of content retrieval.

ð        Project completed in Q2 2007.

UPC, Schiphol Rijk, The Netherlands

ð        Goal: Driving customer retention and quality management in the call center by increasing service levels, streamlining knowledge management in CCC and in portals, thereby laying the foundation for a multi channel self service environment.

ð        Responsibility: Conducting situation analysis and advising an integrated technical solution which fully facilitates client’s future customer care strategy and allows for staged (manageable) transition.

ð        Result: Client has rolled out solution in The Netherlands, Poland and Switzerland and is now advising its outsource call center partners to adapt this solution.

International Pharmaceutical Company, Antwerp, Belgium

ð        Goal: Client wants to interact with its primary target market (oncologists) on regular basis, to increase customer retention & stimulate sales, but is legally restricted to market it pharmaceutical products to medical professionals.

ð        Solution: Developing extranet information portal featuring own & third party data.

ð        Responsibility:  information strategy, functional design, market testing, selection of vendor & implementation partner.

ð        Result: high market acceptance leading to repeat project for HIV-specialists.

YourNews.nl, Rotterdam, The Netherlands

ð        Goal: to establish Europe’s first mobile & Internet content syndication business in the B2C space.

ð        Responsibility: New Product & Market development, content procurement program and launching of new products across Europe.

ð        Result: Successfully raised € 9million and € 5million from VC market in two funding rounds. Setting up local operations in London, Frankfurt, Madrid and Stockholm.

Kluwer Academic Publishers, Dordrecht, The Netherlands

ð        Goal: Rebranding of 600+ academic journals into 12 subject groups to increase  KAP’s digital brand awareness and leveraging its visibility on the Internet, leading to a growing number of on-line transactions.

ð        Solution: Designed and build a ‘dynamic online house style library’ using a secure extranet portal enabling globally contracted publishers and printers to (1) ’Print on Demand” (POD) thus saving on production and logistical costs of journals, (2) increase time to market (read customer satisfaction) and (3) increase revenue of digital products by properly branding subject groups making it more convenient to find and purchase content.  

ð        Responsibilities: Project managing the entire project including managing the design & building process of the technical solution, steering the creative team, conducting acceptance testing and final hand-over supported with proper documentation.  

Interapy.nl, Amsterdam, The Netherlands

ð        Goal: To build from scratch and market launch (using on- & off line marketing campaign) the Internet’s premier stress & burn-out treatment portal for individuals with short term psychological disorders.

ð        Responsibility: Functional design of portal, content development in conjunction with University of Amsterdam, project managing technical team in building the portal and the creative team in designing the GUI and in developing/executing multi-channel marketing strategy

ð        Result: Portal has been fully operational since 2001.

Wolters Kluwer, Amsterdam, The Netherlands

ð        As CIO responsible for the overall Internet strategy, streamlining and standardising product and business development processes and establish best practices to utilize substantial economical and technical synergies across the business.

ð        Result: securing € 25million start-up capital from the board to deploy European portal plans in Tax, Legal and Business publishing, centralizing the firm’s IT-hosting platform with a third party SI. Founded the CTO office, directing European operating companies on issues covering software standards, systems architecture, product development standards and IT services procurement.

Reuters, Zurich, Switzerland

ð        As Manager Business Information full P&L responsibility for online and new media group, totaling 20 staff in Zurich, Geneva and Lugano.  

ð        Result: Business was consistently managed within budget, meeting cost objectives and exceeding revenue growth by 35%. Successfully introduced tele-services team for lead generation & account management. Grew revenue from € 2.4million to € 9.8milion within 30 months.

Reuters, London, United Kingdom

ð        As International Sales & Marketing Manager responsible for the going to market strategy for Reuters’ online business information offering, through 24 Reuters’ offices around the globe. Tasks included market planning, positioning, segmentation, lead selling, public speaking engagements, customer training, content acquisition, hiring & training of staff.

ð        Successfully launched Reuters’ Internet-based information product line in Europe and Asia. Revenue increased from € 42million to € 63million in 18months period. 30 (in)direct reports in matrix. Extensive global travels.