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Fred Zimny resume
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Fred Zimny resume

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  • 1. Fred Zimny Braambos 13 6099 CT Beegden +31622073445 http://www.ou.nl SUMMARY Sound operational manager who focuses on an execution - aligned with the strategy - which benefits the organization and all involved stakeholders. With an improved quality, more flexibility and innovation at substantially lower costs. Experience: 15+ years work experience in CRM & Customer Services in national environments. 15+ years managerial experience, of which 5 years as end-responsible for multi-site, multi-channel Customer Services Center of 400+ seats. ITO-certified and award-winning operations. 10+ years experience in Customer Care / Customer (Service) Banking & Insurance, Utilities and Education. Goal: To transfer my knowledge and insights within and outside the organization.SPECIALTIES Service design, service management, innovation of services, general management, operations management, knowledge management, change management, quality management, contact centers, CRM-deployment, Siebel, SAP CRM, Web 2.0 SKILLS Benchmarking ( Advanced , 12 years experience ) Change Management ( Advanced , 18 years experience ) Channel Management ( Advanced , 20 years Coaching ( Expert , 15 years experience ) experience ) Contact Centre ( Advanced , 12 years experience ) Customer Experience ( Expert , 20 years experience ) Customer Satisfaction ( Advanced , 18 years experience ) Customer Relations ( Advanced , 8 years experience ) Customer Service ( Advanced , 10 years experience ) Deployment ( Expert , 14 years experience ) Front Office ( Advanced , 2 years experience ) Healthcare ( Expert , 12 years experience ) Health Insurance ( Advanced , 15 years experience ) Innovation Management Human Capital Management ( Expert , 18 years experience ) Interaction Design ( Advanced , 20 years experience ) Internal Communications ( Expert , 10 years experience ) International Project Management ( Expert , 17 Knowledge Transfer ( Advanced , 6 years experience ) years experience ) Knowledge Management Organizational Change ( Advanced , 20 years experience ) Leadership Development ( Intermediate , 20 years Open Innovation experience ) Organizational Development ( Intermediate , 3 years experience ) Organizational Design ( Advanced , 12 years Performance Improvement ( Intermediate , 3 years experience ) experience ) Performance Management ( Advanced , 4 years Process Improvement ( Advanced , 14 years experience ) experience ) Program Management ( Advanced , 10 years Project Implementation ( Advanced , 10 years experience ) experience )
  • 2. Reporting & Analysis ( Expert , 20 years experience ) Service Design ( Advanced , 16 years experience ) Service Management ( Advanced , 16 years Service Improvement ( Expert , 20 years experience ) experience ) Services Marketing ( Advanced , 20 years experience ) Social Media ( Advanced , 10 years experience ) Utilities ( Advanced , 20 years experience ) Quality Assurance ( Expert , 10 years experience ) Quality Management ( Advanced , 12 years experience ) Operations Management ( Advanced , 20 years Web 2.0 ( Advanced , 20 years experience ) experience ) Call Center ( Advanced , 14 years experience ) SAP ( Advanced , 10 years experience ) Siebel ( Advanced , 3 years experience ) ICT ( Expert , 15 years experience ) Budgeting ( Expert , 15 years experience ) Process Management ( Advanced , 15 years People Management ( Advanced , 4 years experience experience ) ) Business Management ( Advanced , 15 years Business Strategy ( Advanced , 5 years experience ) experience )EXPERIENCE Open Universiteit Nederland 03 / 2011 - Present Projectmanager Managing projects improving the effectiveness of the front office. Unive VGZ IZA Trias 04 / 2008 - 02 / 2011 Manager Customer Contact Centers Managing team of 400 (1100 at the max) FTE through direct and indirect reports at the 3 core locations (coming from 17 in 2008). Maintaining the professional appearance and operation of the contact center as a customer showcase. Unive-VGZ-IZA-Trias 05 / 2005 - 12 / 2007 Head KC VGZ Managing team through direct and indirect reports at the 3 core locations and a branch location. Implementing and achieving service levels on all customer contracts. Establishing a professional reputation of the contact center as a customer showcase for VGZ. Getting ITO-certified. Executive sponsor for implementation Siebel and Knowledge management system (750 endusers). Deployement in 4 months after accepting position. Essent Retail 05 / 2002 - 04 / 2005 Manager Front Office Management Center Designing, implementing and maintaining the operations and infrastructure (non-SAP). ABP 03 / 2001 - 12 / 2001 Hoofd WPO a.i. Designing, restructuring and improving the operations of the helpdesk. CMG 05 / 1999 - 02 / 2001 Consultant Program Office Manager DSM Corporate Program Aurora
  • 3. MEGA Limburg 10 / 1987 - 04 / 1999 Hoofd Klantenservice Designing, implementing and improving a renewed customer service environment for a visionary utility St Jans Gasthuis/Martinus Verpleeghuis 10 / 1986 - 10 / 1987 Manager Financiele Administratie Oscar Chiaradia Expo 02 / 1986 - 09 / 1986 Business Controller Woningvereniging Sittard 02 / 1985 - 01 / 1986 Directie-assistent ABP Hypotheken 1984 - 1985 Chef passeren en depot Building, implementing and managing the operations (50 FTE) within a startup mortgage bankEDUCATION Open Universiteit Nederland 2010 - 2010 Dienstenmarketing Open Universiteit Nederland 2010 - 2010 Groepsbesluitvorming COPC 2008 - 2008 Geregistreerd coordinator , COPC COPC Six Sigma 2008 - 2008 COPC Six Sigma Yellow Belt , Customer Service Zorg en Zekerheid 2006 - 2007 Het werkveld zorg Erasmus Universiteit Rotterdam 2001 - 2002 Essent Retail School , Leadership en operations Focus on HRM, CRM and leadership Open Universiteit Nederland 1992 - 1999 Various modules business management, hrm, marketing, information management Rijksuniversiteit Groningen 1996 - 1997 Service management, design of services Hogeschool Zuyd (Maastricht, Heerlen, Sittard) 1974 - 1977
  • 4. Open Universiteit Nederland Virtual MobilityINTERESTS Service design and management, CRM, CEM, Social CRM, SEO, Sales conversion Multichannelmanagement Web 2.0 Operations Management, Knowledge management, Quality Management, Change Management, Strategic performance management, Alignment business-ICT, Design thinking, Innovation

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