PERCY ALBERTO ACOSTA
Rotterdam,Zuid-Holland
Summary
Executive leader driving global Customer Service & Operations, building and empowering high-performing international teams, fostering engagement, enhancing customer experience, and delivering measurable impact through strong, people-centric leadership. Demonstrates a proactive attitude and flexible mindset, excelling in target-driven environments. Committed to leveraging expertise to drive organisational success and achieve strategic goals.
Overview
21
21
years of professional experience
Work history
Customer Service Industry Manager EMEA
Intralox LLC
Hoofddorp
2024.03 - 2026.04
- Transformed EMEA Industrial Customer Service performance within 6 months, delivering +35% uplift in key CS metrics (Q3/Q4 vs Q1/Q2) and outperforming prior-year results through disciplined execution, clear standards, and data-driven management.
- Built and led high-performing, engaged team culture, strengthening ownership, accountability, and collaboration—resulting in sustained improvements in accuracy (99.54%), productivity (+25% outbound activity), and operational output.
- Defined and executed strategic Customer Service vision, aligning team-selling, SMART planning, and CRM discipline with broader business unit priorities to drive measurable commercial impact.
- Accelerated digital transformation by leading AI adoption at scale, designing and deploying global workshops and EMEA rollouts; initiated AI Chatbot Champions program to embed capability, boost efficiency, and standardize best practices across regions.
- Led cross-functional strategic initiatives with BDAs, ITLs, and commercial leadership to strengthen Key Account coverage, reseller strategy, and product/service positioning, unlocking new growth and value opportunities.
- Spearheaded EMEA Strategic Key Account pilot (AI-enabled), securing executive buy-in and establishing scalable model for global account ownership, setting new benchmark for customer engagement and organizational alignment.
- Drove operational excellence and continuous improvement culture, implementing structured performance cadences, targeted capability-building programs, and data-driven interventions that improved service quality, efficiency, and customer experience.
- Enhanced customer value delivery through capability development, introducing focused training (e.g., AI-supported selling, CRM optimization) that increased team effectiveness in identifying opportunities and supporting commercial growth.
- Championed cross-department collaboration and innovation, developing scalable solutions that improved productivity, elevated customer journeys, and influenced broader organizational practices.
- www.intralox.com
Customer Service & AfterSales Manager EMEA
Kyocera Senco
Worldwide locations
2021.09 - 2024.03
- Led and transformed 100+ FTE organization (15 team leaders, 76 CS representatives, 28 field operatives), driving performance, accountability, and operational scalability.
- Owned full P&L / cost center and budget responsibility, delivering improved cost control and operational efficiency.
- Designed and implemented high-performance operating model across Customer Service and Aftersales, aligned with strategic business objectives and growth targets.
- Significantly improved customer experience and core KPIs, including First Contact Resolution and Voice of Customer, through introduction of data-driven KPI frameworks and real-time reporting dashboards.
- Elevated Employee Engagement and Customer Loyalty, fostering culture of empowerment, ownership, and continuous improvement.
- Optimized processes and implemented new tools and technologies, increasing efficiency, productivity, and service quality.
- Built and scaled high-performing teams, with full ownership of recruitment, talent development, and leadership capability building.
- Strengthened integration between Customer Service and Aftersales, enabling seamless, end-to-end customer journey and enhanced service delivery.
- www.kyocera-senco.eu
Operations Manager
Parker Hannifin Benelux
Hendrik Ido Ambacht (Zuid-Holland), Oldenzaal (Twente)
2018.03 - 2021.08
- Led multi-functional Customer Service & Aftersales organization (4 team leaders, 36 FTE), driving performance, service excellence, and operational alignment across EMEA.
- Defined and executed Customer Experience strategy, including annual goal setting and structured implementation across multiple teams using service matrix approach.
- Optimized end-to-end supply chain operations, managing backlog, fulfillment, consignment stock, Kanban, returns, and export compliance—enhancing reliability and customer satisfaction.
- Consistently delivered >97% customer satisfaction, through strong team leadership, capability building, and disciplined performance culture.
- Built and developed high-performing teams, with full ownership of hiring, training, and continuous development of customer support talent.
- Drove EMEA-wide standardization and operational excellence, playing key roles in Customer Support Management, Aftersales, LEAN, and Process Standardization leadership teams.
- Strengthened governance in QA & EHS, ensuring compliance through accurate customer documentation, declarations, and export processes.
- Implemented scalable structures across EMEA Sales Companies, improving consistency, efficiency, and cross-regional collaboration.
- www.parker.com
Customer Service Manager
D.O.R.C. International B.V.
Zuidland
2013.04 - 2018.01
- Directed end-to-end operations across Customer Service, Aftersales, Supply Chain, and Production at HQ, while steering international Customer Service teams
- Led multi-disciplinary teams (35+ FTE), driving performance, accountability, and continuous capability development
- Orchestrated cross-functional alignment between Customer Service, Aftersales, Sales, and Executive Leadership to optimize customer experience and operational efficiency
- Owned and optimized core business processes (KPIs, SOPs, pricing, returns, complaints), improving transparency, control, and scalability
- Delivered executive-level reporting on revenue performance and forecasts; advised Board through weekly and bi-monthly insights
- Active contributor to Board-level governance (Change Advisory Board, Project Portfolio Board), shaping strategic initiatives and transformation programs
- Spearheaded change management initiatives, redefining KPIs and SOPs to enhance operational excellence and service quality
- Played key role in global product launches, ensuring seamless market introduction and cross-functional readiness
- Strengthened collaboration across Planning, Procurement, Production, QA, Regulatory, and Logistics to streamline end-to-end supply chain performance
- Built and led talent strategy, including international training programs and recruitment for Customer Service and Aftersales
- Cultivated and managed C-level client relationships, reinforcing trust, retention, and long-term business growth
- www.dorcglobal.com
Customer service representative Key Accounts Latin America and Europe, CS Team leader
D.O.R.C. International B.V.
Zuidland
2011.08 - 2013.04
Senior Sales Executive
Martijn Betonbouw
Curaçao
2009.09 - 2011.03
Business development manager
Cumberland
Spain
2007.07 - 2009.05
Account manager Spain and Italy
v/d Ban Betonbanden
Hellevoetsluis
2005.09 - 2007.05
Education
Bachelor of Arts - Communication
Hogeschool InHolland
Rotterdam, South HollandAssociate's degree - Marketing Communications
DOC Opleidingen MBO+
Rotterdam, South HollandSkills
Soft Skills
- Flexible mindset & Target-driven
- Accurate & detail-oriented
- Proactive attitude
- Change & Project management
- Mentoring & coaching
- Influential communication
- Customer relationship management
- Leadership in diverse environments
Hard Skills
- Power BI
- Microsoft office suite
- iOS
- Siebel
- IBM Notes
- SAP 4HANA
LANGUAGES
Dutch
Proficient (C2)
Spanish
Proficient (C2)
English
Proficient (C2)
French
Elementary
Accomplishments
- Accelerated digital transformation at Intralox LLC Europe by leading large-scale AI adoption, enhancing customer interaction and operational efficiency
- Pioneered AI-driven commercial strategy at Intralox LLC Europe by launching and leading the EMEA Strategic Key Account pilot, setting the foundation for scalable growth
- Delivered complex integrations and transformations at Parker Hannifin Benelux, including Baldwin and PECO/VELCON, while relocating distribution operations to a centralized European DC
- Digitized customer engagement and order flows at Parker Hannifin Benelux, through the implementation of a Customer Portal and EDI, improving efficiency and data transparency
- Reorganized business structure at Parker Hannifin EMEA to strengthen scalability, governance, and operational alignment
- Led ERP transformation at D.O.R.C. International BV, implementing ISAH to standardize and optimize core processes
- Expanded international footprint at D.O.R.C. International BV by launching full-scale operations in Italy, Spain, Brazil, and the UK
- Built and scaled international operations at D.O.R.C. International BV, from the ground up, including office setup, process design, and commercial enablement
Affiliations
- Motorcycles
- Kitesurfing & swimming
- Travelling
- Fitness
Timeline
Customer Service Industry Manager EMEA
Intralox LLC
2024.03 - 2026.04
Customer Service & AfterSales Manager EMEA
Kyocera Senco
2021.09 - 2024.03
Operations Manager
Parker Hannifin Benelux
2018.03 - 2021.08
Customer Service Manager
D.O.R.C. International B.V.
2013.04 - 2018.01
Customer service representative Key Accounts Latin America and Europe, CS Team leader
D.O.R.C. International B.V.
2011.08 - 2013.04
Senior Sales Executive
Martijn Betonbouw
2009.09 - 2011.03
Business development manager
Cumberland
2007.07 - 2009.05
Account manager Spain and Italy
v/d Ban Betonbanden
2005.09 - 2007.05
Bachelor of Arts - Communication
Hogeschool InHolland
Associate's degree - Marketing Communications
DOC Opleidingen MBO+