Anne-Marie Bresser
Summary
Result-oriented and team-focused leader, bringing over 20 years of management experience in enhancing consumer processes and driving business development and transformation. Adept at fostering continuous improvement and consumer excellence across different industries.
Overview
36
36
years of professional experience
Work History
Head of Business Transformation / Head of Digital transformation
Electrolux
01.2022 - Current
- Leading the implementation of the ConCenT (Consumer Centric Transformation) transformation program and development of additional functionalities for European countries,
- Responsibilities include change management, stakeholder management, and effective communication
- Focusing on key performance areas to ensure the successful transformation and adoption, including tracking progress against agreed milestones, monitoring program benefits, addressing transformation gaps, and initiating necessary initiatives/actions to meet the rollout business case
- Providing operational leadership for an international team of 11 individuals and functional leadership for central & country roll-out teams (approximately 30 individuals).
Manager Contact Center Europe
Electrolux
01.2016 - 01.2022
- Managed Consumer and B2B service contacts across European contact centers, leading an operational team of 8 individuals and providing functional leadership for 9 cluster contact center managers (indirectly overseeing approximately 600 individuals)
- Held a dual role as ConCenT (Consumer Centric Transformation) Product Owner for Consumer Contacts, managing three product teams (approximately 15 individuals), with a focus on Service, Sales, Cost management, and Employee engagement
- Leading transformational projects related to the implementation of country contact centers, optimized contact center management, cost-to-profit transition, and sales activities through contact center teams.
Manager Customer Contacts
Electrolux Home Products Netherlands
08.2010 - 01.2016
- Led consumer and dealer interactions through Consumer Care Contact Centers, managing a team of approximately 40 agents and teamleads
- Responsibilities included handling service requests, sales of spares and accessories, providing product information, managing Net Promoter Scores (NPS), addressing social media inquiries, and managing complaints
- Project management for the implementation of NPS, social media strategies, omni channel implementation and Knowledge Management initiatives in the Netherlands
- Trainer for collaboration & motivational programs
- Focus on improving Service Level and productivity, ensuring uniform quality across agents and feedbackloop for process improvements
- Increased employee involvement and facilitated a shift from internal to consumer-oriented contact handling plus developed employee performance reports and Key Performance Indicator (KPI) reports
- Achieved recognition in 2012 with the CCMA Contact Center Manager of the Year Award.
Project Manager
Boathouse Media-productions
01.2008 - 07.2010
- Project management, planning and operational management of media projects
Operations Manager
Toucan Diving Bonaire
02.2007 - 01.2008
- Oversaw the daily operations of a dive center, managing a team of approximately 20 instructors and dive masters
- Successfully achieved company goals amid fluctuating visitor numbers, variable employee and boat availability, with budget and sales responsibilities.
Operations Manager
Proximus Belgium
01.2003 - 01.2007
- Managed the day-to-day operations of the Proximus (Belgacom) Antwerp Call Center, overseeing a team of 160 agents and team managers
- Led change projects focusing on process improvements, knowledge base for second-line specialists, KPI implementation, and Pay for Performance (P4P) initiatives for agents
- Implemented uniform agent coaching by the management team, and took charge of recruitment, training, and coaching for the supervisor team.
Call Center Manager
ACN Europe
01.2001 - 01.2003
- Implementation and management of Call Centers across seven European countries, overseeing a team of 90 full-time equivalents (fte)
- Utilized a project-based approach to initiate new country-based call centers, including the description of customer processes, technical realization, and recruitment strategies
- Reported directly to the US management team, ensuring alignment with organizational objectives.
Account Manager
KPN Telecom Netherlands
01.1999 - 01.2001
- Managed relationships with six key accounts and handled the sales of telecommunication solutions, including hardware, software, and infrastructure solutions
- Successfully achieved sales targets amounting to 4 million euros yearly.
Customer Service Manager
TeleMedia
01.1998 - 01.1999
- Led a team of 15 individuals responsible for B2B contacts related to product information and sales of directory services
- Served as a project manager for the improvement of the telephone directory production process in collaboration with KPN Telecom.
Service Center Manager
FilmNet / Canal
01.1996 - 01.1998
- Managing multiple teams (80 full-time equivalents) with responsibilities for consumer contacts for Dutch FilmNet subscribers, providing technical support, overseeing inbound and outbound telemarketing, and all related administrative and financial functions.
Customer Service Manager
KPN Telecom Netherlands
01.1994 - 01.1996
- Leading a Customer Service team of 20 full-time equivalents (fte) responsible for addressing customer questions and complaints
- Monitoring key performance indicators (KPIs) such as Service Level of the helpdesk and customer retention
- Providing a feedback loop to other parts of the organization to enhance customer delivery processes, ultimately improving the overall customer service level.
Manager Information Systems
KPN Telecom Netherlands
01.1993 - 01.1994
- Managed an IT team of 10 full-time equivalents (fte) responsible for the maintenance, documentation, and development of Customer-Administration systems
- The team was responsible for development and delivering training programs for end-users to ensure optimal system utilization and best user-experience.
Financial Planner / Manager Service Support
KPN Telecom Netherlands
01.1991 - 01.1993
- Led budget planning and financial controlling for the Installation & Service (I&S) department, including monthly reporting and yearly budget planning
- Provided support and continuous improvement actions to I&S management on financial and quality aspects
- Managing the administration/finance department, in total a team of 5 full-time equivalents (fte).
Information & IT Coordinator
KPN Telecom Netherlands
01.1989 - 01.1991
- Coordinated IT and quality improvement projects, with initiatives such as time registration for the Installation & Service department, design of the Service Information system, and development of a Customer Registration system.
Service Coordinator
KPN Telecom Netherlands
01.1988 - 01.1989
- Planning and coordination of service requests for telephone hardware/software problems, managing a team of 30 technical engineers.
Education
PCM Certified Coach, Process Communication Model -
International Coaching Federation (ICF)
01.2021
MBA -
Haagse Hogeschool / University of Teeside
06.1997
Bachelor of Science in Computer Science -
Technische Hogeschool
06.1988
Delft University of Technology
06.1985
Skills
Excellent people manager
Team player
Coach
Contact center management
Change management
Project management
Consumer focus
Business development
Result oriented
Continuous improvement
Languages
Dutch
Proficient
C2
English
Proficient
C2
French
Elementary
A2
German
Intermediate
B1
Hobbies
Diving (Cave & wreck diving, Instructor Trainer)
Motor bike trips
Long distance swimming
Cooking food for friends & family
Timeline
Head of Business Transformation / Head of Digital transformation
Electrolux
01.2022 - Current
Manager Contact Center Europe
Electrolux
01.2016 - 01.2022
Manager Customer Contacts
Electrolux Home Products Netherlands
08.2010 - 01.2016
Project Manager
Boathouse Media-productions
01.2008 - 07.2010
Operations Manager
Toucan Diving Bonaire
02.2007 - 01.2008
Operations Manager
Proximus Belgium
01.2003 - 01.2007
Call Center Manager
ACN Europe
01.2001 - 01.2003
Account Manager
KPN Telecom Netherlands
01.1999 - 01.2001
Customer Service Manager
TeleMedia
01.1998 - 01.1999
Service Center Manager
FilmNet / Canal
01.1996 - 01.1998
Customer Service Manager
KPN Telecom Netherlands
01.1994 - 01.1996
Manager Information Systems
KPN Telecom Netherlands
01.1993 - 01.1994
Financial Planner / Manager Service Support
KPN Telecom Netherlands
01.1991 - 01.1993
Information & IT Coordinator
KPN Telecom Netherlands
01.1989 - 01.1991
Service Coordinator
KPN Telecom Netherlands
01.1988 - 01.1989
PCM Certified Coach, Process Communication Model -
International Coaching Federation (ICF)
MBA -
Haagse Hogeschool / University of Teeside
Bachelor of Science in Computer Science -
Technische Hogeschool
Delft University of Technology
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