Marc Kenkel
Breda
Summary
Professional with robust background in directing and managing large-scale operations, consistently driving success through strategic planning and execution. Adept at implementing innovative solutions that enhance productivity and operational effectiveness. Known for fostering teamwork and adapting to evolving business needs, ensuring alignment with organizational goals.
Experienced with strategic planning and project management. Utilizes leadership skills to drive team performance and operational excellence. Track record of delivering high-impact results through innovative problem-solving and effective communication.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Director Operational Excellence
Teleperformance
02.2024 - Current
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Appointed to new leadership role following company-wide reorganization and acquisition integration.
- Continued leadership of enterprise-wide initiatives in cost optimization, automation, and data strategy.
- Spearheaded AI solution implementation in transcription services, improving accuracy and scalability.
- Supported post-merger integration of Benelux and Nordics by aligning BI and WFM strategies.
Chief Organizational Excellence Officer
Teleperformance
05.2022 - 02.2024
- Led enterprise-wide improvement of leadership, organizational effectiveness, and strategic goal setting.
- Delivered €600K in annual cost savings through smart-shoring and automation of support functions.
Service Delivery Director
Teleperformance
11.2020 - 05.2022
- Oversaw contact center operations across multiple clients, ensuring alignment with financial and performance goals.
- Part of the core leadership team responsible for rapidly scaling a COVID-19 vaccine planning and track-and-trace contact center to 2,000 FTE within one month, ensuring smooth operational launch and workforce readiness.
Service Delivery Support Director
Teleperformance
12.2019 - 11.2020
- Managed strategic reporting, quality assurance, training, and continuous improvement across business units.
Contact Center Manager
Teleperformance
03.2018 - 12.2019
- Led a multi-client environment, focusing on sales, customer service, and technical support across 500+ FTE.
- Responsible for full P&L ownership and delivering on KPIs with focus on client satisfaction.
Client Manager
Conduent
01.2017 - 03.2018
- Managed strategic BPO client relationships and ensured SLA delivery.
Client Manager
Xerox
04.2015 - 12.2016
- Managed strategic BPO client relationships and ensured SLA delivery.
Contact Center Manager
Teleperformance
04.2013 - 04.2015
- Oversaw delivery excellence across 10 languages and multiple channels (voice, chat, email).
- Built Lisbon nearshore capabilities for key accounts.
Business Unit Manager
Teleperformance
06.2011 - 04.2013
- Managed €10M annual P&L, 180+ FTE, and achieved 18-month streak of exceeding operational KPIs.
- Received EMEA Best Selling Sales Site Award (Q3 2012).
Supervisor Operations | Team Manager | Quality Analyst | Technical Support Rep
Teleperformance
01.2004 - 06.2011
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
Sales Representative
Cendris
01.2003 - 01.2004
Reservations Officer
Mecc Hotel Service
01.2002 - 06.2002
- Maintained comprehensive knowledge of hotel offerings, promotions, and policies to better assist guests in their reservation needs.
Education
Hotelmanagement
Hogeschool Noteboom
01.2003
Skills
- Organizational Strategy & Transformation
- Lean & Six Sigma (Green Belt & LSS Champion)
- Digitalization & AI Implementation
- Financial & BI Reporting
- Leadership (500 FTE)
- P&L Management (€10M scale)
- Client Relationship Management
- Continuous Improvement (COPC)
- Strategic planning
- Operations management
Certification
- Six Sigma Green Belt
- COPC Registered Coordinator
Languages
Dutch (Native)
English (Full Professional)
German (Native)
Timeline
Director Operational Excellence
Teleperformance
02.2024 - Current
Chief Organizational Excellence Officer
Teleperformance
05.2022 - 02.2024
Service Delivery Director
Teleperformance
11.2020 - 05.2022
Service Delivery Support Director
Teleperformance
12.2019 - 11.2020
Contact Center Manager
Teleperformance
03.2018 - 12.2019
Client Manager
Conduent
01.2017 - 03.2018
Client Manager
Xerox
04.2015 - 12.2016
Contact Center Manager
Teleperformance
04.2013 - 04.2015
Business Unit Manager
Teleperformance
06.2011 - 04.2013
Supervisor Operations | Team Manager | Quality Analyst | Technical Support Rep
Teleperformance
01.2004 - 06.2011
Sales Representative
Cendris
01.2003 - 01.2004
Reservations Officer
Mecc Hotel Service
01.2002 - 06.2002
Hotelmanagement
Hogeschool Noteboom
Similar Profiles
MACKLYNE IMARYMACKLYNE IMARY
Customer Support Expert at TeleperformanceCustomer Support Expert at Teleperformance
Ashish VermaAshish Verma
Sr Manager WFM at TeleperformanceSr Manager WFM at Teleperformance
OMAR DOMINGUEZOMAR DOMINGUEZ
Customer Care at TeleperformanceCustomer Care at Teleperformance
Daniela MercadoDaniela Mercado
Assistant Manager at TeleperformanceAssistant Manager at Teleperformance
Lea DujmovićLea Dujmović
Associate Material Coordinator at Amgen B.V.Associate Material Coordinator at Amgen B.V.