Marco Ros

I established a Service Delivery team within my role. In practice, this involved creating a Service Delivery ticket for each deal in which modules were sold, and assigning these tickets to colleagues in the Service Delivery team. Once a ticket could be closed, a notification was sent directly to Billing, enabling the invoice to be issued promptly. I was also responsible for monitoring outstanding Service Delivery tickets. This process ensured clear oversight and control, providing transparent insight into the overall performance and output of the team

I was responsible for handling all first and second line customer enquiries via telephone and email. Due to significant workload and high demand, the Service Desk was expanded to meet customer needs. The Service Desk also served as the main point of contact for all general customer enquiries.

Employed within the corporate contact centre in Amsterdam Zuidoost, I worked with clients whose annual turnover ranged from €2.5 million to €20 million. I assisted customers via telephone and email with all enquiries related to daily banking operations. This included processing requests and changes to internet banking agreements, managing and updating authorisations through checks such as the Chamber of Commerce (KvK), executing foreign currency transactions, and investigating payment enquiries both domestically and internationally.

I am employed as a restaurant staff member at VPRO NTR and BNNVARA. My responsibilities include preparing the daily selection of luxury sandwiches, stocking the display cabinets with all daily products, and managing the dishwashing area. In addition, I regularly organise events for between 35 and 500 guests, such as receptions, farewells, television programme recordings.

I worked as a team leader at HEMA customer service, managing approximately 45 staff members across Dutch, French, English and German-speaking teams, as well as a social media team. My responsibilities included overall team management, recruitment, training, monitoring KPIs, coaching, working with targets, conducting team meetings, planning actions and adjusting during busy periods. I maintained frequent contact with other departments and reported directly to the customer service manager.

I worked as a team leader at the customer contact centre (CCC) of Blokker in Amsterdam, contributing to the initial establishment of the CCC when it was still in its early stages. With the appointment of a new manager, all steps were taken to develop a fully operational CCC within one year. My responsibilities included training new staff and independently designing a training programme. Later, I was also involved in recruiting, coaching, and evaluating employees, setting targets, and implementing applications. The team consisted of 45 employees, and additional team leaders were hired as the operation expanded. Due to high demand, I worked for three months in Weert, where an external call centre was engaged. I was responsible for coaching and supporting staff in handling incoming calls.

Responsible for managing and maintaining the software packages used by KPMG. Maintained contacts with suppliers and functional administrators, and carried out both coordinating and operational tasks. Supported users in completing tax returns and using various financial and fiscal tools. Resolved disruptions via email and telephone. Configured and managed software, storage structures, peripheral equipment, system documentation and manuals. Developed management and usage procedures, maintained them and ensured compliance across different disciplines. Made adjustments to information systems as requested by clients. Contributed to optimising core administrative processes within the organisation. Oversaw the implementation of new applications and managed all data, including operating software, applications, and data communication and network software. Acted as a point of contact for users and service desk staff in case of urgent issues. Fiscal applications included Elsevier and SBO. All tasks were performed in a process-driven manner, with the setup based on ITIL.

Resolved complex fiscal matters related to housing allowance, healthcare allowance, child allowance, childcare, PGGB, income tax and entrepreneurs. Responsible for processing applications and changes for various benefits, both in writing and primarily through direct customer contact. Provided workplace guidance for MBO4 staff.

ICT service desk coordinator

Set up the service desk according to ITIL foundation processes, registered incidents, provided solutions for service requests, managed changes and led a team of approximately ten staff members. Escalated issues, issued passwords, guided and coached employees, and contributed to the professionalisation of the ICT service desk.

ICT system administrator

Organised back-ups and conducted monthly checks of back-up tapes. Tested, installed and configured operating system updates in advance. Set up company networks, installed and configured hardware and software, authorised changes and removal of user information, and reset passwords. Responded to technical queries, documented system operations, investigated and resolved reported issues, and performed maintenance through virus scanning.

Sales of men’s fashion products, purchasing men’s underwear, maintaining displays, and handling checkout operations. Responsible for administration of purchases and sales, guiding and motivating staff, forecasting and calculating expected turnover, and budgeting and planning working hours.

Sales of formal men’s fashion, display support, and motivation and guidance of five staff members. Responsible for administration, purchasing and sales, budgeting for turnover and staffing, customer approach, service provision, and sales strategy

Managing the incident management process, including ticket dispatching and assignment. Ensuring service level agreements (SLAs) are respected and producing KPI - KPI reports Conducting quarterly reviews with customers to discuss SLA performance and service improvements Monitoring phone support via our phone platform and ensuring all incoming calls are properly answered and tracked. Coordinating and optimising service activities, including onboarding planning for new customers, additional services sold and data migration projects Collaborating closely with technical support specialists in the Service Delivery team to resolve issues and deliver seamless service Continuously improving the incident management process, leveraging Hubspot and working with the Hubspot team to optimise workflows • Act as a first point of escalation, in case quick intervention is required to solve any potential issues during service delivery. Define, develop, and maintain KPI reports for internal and external stakeholders to provide clear visibility and effective monitoring of SLA performance. Present and review KPI results with customers to demonstrate our performance.