Managing the gap between Business, People & Technology! Changing, building, improving and creating new concepts & organizations are the constant factor throughout my career. Senior Executive in Sales Management, Sales Operations, Sales Outsourcing and Online Marketing Concepts. An unconventional, strategic thinker with international experience ranging from the automotive industry to IT, Telecom and Contact Center Outsourcing. Vast experience in building, changing, managing and developing large (international) teams & businesses from Greenfield situations to excellent performance and commercial success. Building business models, building teams, using state of the art technology and down to earth processes. Used to working with commercial, operational and technology focused people. Both in corporate environments and start-up companies. Familiar with change management, program management, talent development, HR & Recruitment

1. Curriculum Vitae
Monique van Kraay .
Visit all my social media links at:
http://tiny.cc/msocial
Monique van Kraay
Soestdijkseweg Zuid 201
3721AC Bilthoven
The Netherlands
Mob: +31 (0) 646 112 994
E-Mail: Monique.van.Kraay@gmail.com
Managing the gap between Business, People & Technology!
Changing, building, improving and creating new concepts & organizations are the constant
factor throughout my career.
Senior Executive in Sales Management, Sales Operations, Sales Outsourcing and Online
Marketing Concepts. An unconventional, strategic thinker with international experience
ranging from the automotive industry to IT, Telecom and Contact Center Outsourcing.
Vast experience in building, changing, managing and developing large (international) teams &
businesses from Greenfield situations to excellent performance and commercial success.
Building business models, building teams, using state of the art technology and down to earth
processes. Used to working with commercial, operational and technology focused people.
Both in corporate environments and start-up companies.
Available for:
Senior management or consultant position responsible for building state of
the art (online) business concepts and their necessary supporting commercial
organizations.
Change management projects restructuring commercial organizations, leading
sales and commercial operations teams, developing management talent and
boosting commercial success.
Key Sales Management Leading & managing sales teams, sales contact center
& Contact Centers management, business plans, account plans, segment
Competences plans, target setting & PL management.
Marketing CRM processes , tools & campaigns, online & social
media marketing. brand development.
Operations Service Level & KPI management, capacity planning,
Management
management reporting, work process optimization.
Managing outsourced partnerships.
Recruiting & HR International volume recruitment, executive search,
attrition management strategies, remuneration &
incentive programs, international labour contract
projects.
People & talent Leading (international) management team,
Management talent coaching, developing personal development
plans & succession planning.
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2. Curriculum Vitae
Work
History
Mar 2009—Present Triceps TalentBank (Interim)
Creator & Director De TalentBank
Creator & Director De TalentBank.
Amsterdam, Utrecht, Eindhoven, Netherlands.
Start up company - The TalentBank.
From a Greenfield situation I worked with the Executive Search & Coaching company Triceps Inc.
to develop and create a high level Executive Search and Personal Coaching & Branding online &
offline concept for experienced professionals. Concept development, Business Plan creation,
finding (private) investors and funding, IT project management, brand development and creating
online marketing and sales campaigns were part of the job.
An organization and platform was created that gives all businesses in The Netherlands the
opportunity to find, screen and match senior professionals from behind their desks.
Jan 2008 - Mar 2009 ZIGGO (Interim)
Program Manager/Manager Midmarket & Partner Sales
Program Manager/Manager Midmarket & Partner Sales (Interim).
Utrecht, Netherlands.
Ziggo is the largest cable operator in the Netherlands, providing cable television (digital &
analog), broadband internet and telephone services to both residential (B2C) and commercial
(B2B) customers. The company is a result of the merger between Multikabel, @Home Network
and Casema.
As an independent consultant I started with the assignment to revamp and integrate the
organizations marketing program and sales teams for the main B2B business lines of ZIGGO.
Taken over by a private equity company the new organization ZIGGO (former @Home,
Multikabel & Casema) had to reinvent herself and adjust to new market conditions, though
competition and clear & aggressive goal setting.
This required the following adjustments which I helped shaping:
- Market analyses.
- Goal setting.
- Management reporting.
- Market development campaigns.
- Reorganizing and renewing sales teams.
- Setting up direct sales.
- Setting up Indirect (partner) sales.
- Sustainable short term & long-term business planning.
After 6 months I took over the position of Manager Midmarket and Partner Sales (interim).
Results:
- 1 new organization.
- Clear goals - 50% increase in target setting.
- 40% increase of sales productivity per head.
- Execution of marketing campaigns.
- Management reporting and quarterly business reviews.
- Direct sales team.
- Indirect sales team.
- Channel partner development program.
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3. Curriculum Vitae
.
Work
History
(continued)
Nov 2005 - Nov 2007 Convergys / Cisco Systems
Senior Manager Operations Europe
Convergys Customer Management Group for Cisco Systems.
Amsterdam, London, Copenhagen, Budapest, Brussels, Paris Nov 2005 - Nov 2007.
Convergys is a US based worldwide outsourcing services company specialized in Consulting,
Business Support/Billing Systems, Customer Management & Sales Outsourcing and HR Services
Outsourcing. Worldwide Convergys employs around 65.000 people.
Cisco Systems & Convergys have a global partnership for Cisco's WW Inside Sales Organization.
As Senior Manager Operations Europe my responsibility entailed the operational management of
a full service sales outsourcing program for Cisco Systems in Europe, with the following
characteristics:
- Yearly contract value for the outsourcer Convergys, around $ 20 mio.
- Yearly sales turnover for Cisco Systems around $ 260 mio.
- 5 European locations: London, Paris, Copenhagen, Budapest, Brussels and Amsterdam.
- 17 managers (direct reports).
- 180 (inside) sales representatives (indirect reports).
- HR processes, recruitment , retention & attrition management.
- Training & Personal Development.
- Commission & Incentive plans.
- Stakeholder Management & Client consulting.
- Quarterly & Yearly Business Review.
- KPI & SLA attainment.
- P&L Management.
Nov 2004 - Nov 2005 Hewlett Packard
Change manager
Change Manager.
Utrecht, Netherlands.
Change Manager in HP's Executive Change Management Program.
In 2004 HP created an Executive Change Management Team to reorganize and optimize the
Dutch & Northern European HP organization. I was elected as one of the team members.
The program included:
- Resource alignment & restructuring.
- Development of Go-to-Market strategies.
- Development of Solution Selling Strategies.
- Sales Force optimization.
- Improvement of CRM & Database processes.
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4. Curriculum Vitae
.
Work
History
(continued)
Jun 1999 - Nov 2004 Hewlett Packard
Senior Manager HP Teleweb
Senior Manager HP Teleweb.
Amsterdam, Utrecht, Netherlands.
HP Teleweb is the (online) sales & support organization from HP. Started as a concept for online
direct & indirect selling, marketing campaigns and support capabilities at Compaq Computers it
was taken over by HP after the merger with Compaq and developed to one of their main
multichannel strategies. I was hired right at the start for concept development, strategy
planning, CRM introduction, organization building and vendor management of outsourcing
partners.
My main responsibilities:
- Revenue and margin for direct & channel business (sales & web).
- Budget management.
- Contract/vendor management outsourcing partners.
- Implementation and development of CRM processes and systems (Siebel).
- Sales support (order management ).
- 5 direct reports (team managers).
- 60 indirect reports (sales & support representatives).
- Training, personal development, HR processes & incentive plans.
- Marketing campaign management.
- Member Dutch Management Team HP Personal Computing Business Unit.
- Member of European HP Teleweb Team.
Oct 1997 - Jun 1999 Sun Microsystems
Sales Manager Entertainment, Media & Publishing
Sales Manager Entertainment, Media & Publishing.
Amersfoort, Netherlands.
Responsible for turnover & margin of Sun Unix Systems, Storage and Services in the industry
segment "Entertainment, Media & Publishing".
Main Responsibilities:
- Account Management Installed Base customers.
- Customer acquisition.
- Segment business planning.
- Development marketing campaigns.
- Development channel partners & ISV relations.
Nov 1993 - Oct 1997
Sun Microsystems international
Manager Inside Sales Northern Europe
Manager Inside Sales Northern Europe.
Amersfoort, Netherlands.
Building, developing and managing a multilingual sales team, selling Sun hardware, software &
services products in the Benelux, UK and Scandinavia.
Main responsibilities:
- Revenue & margin.
- Marketing & business development plan for the individual countries and accounts.
- HR, Training, incentives and personal development plans.
- Building business case for expanding territory to the Mediterranean region.
- Order & credit management.
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5. Curriculum Vitae
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Work
History
(continued)
Aug 1990—Sep 1993 Fiat Auto S.p.A.
Export manager
Export Manager.
Turin, Italy.
Export & project management of international projects of Autotech srl. (part of Fiat Group)
Autotech developed industrial automation software for bodywork streets in car factories.
Main responsibilities:
- Coordination of export processes for car parts.
- Product Marketing.
- Project Management.
Education
Aug 1986 - Jan 1990 Saxion University http://www.saxion.edu/
Saxion is among the largest University of Applied Sciences in the Netherlands
Degree Bachelor Economics.
Sep 1984 - Jun 1985 ESA (European School for Higher Education in Administration and Management )
Nijmegen, Netherlands.
Private school, international office management
Aug 1978 - Jul 1984 Pax Christi College http://www.paxchristicollege.nl/
Druten, Netherlands.
Pre-University Education (Athenaeum).
Skills
Languages Fluent in Dutch, English, Italian, German, basic French
IT Tools Strong in Presentations, Microsoft Word, PowerPoint, Excel
Management Tools Expert in CRM Processes, Siebel, Sales Force.
Management
10+ Years - Management & people management skills
- Business consulting in outsourcing
- Direct marketing & social media strategies
- Project management
Interests
My personal interests vary from the field of Italian literature & architecture to educational
development in the Netherlands and Dutch politics and lots in between. Furthermore I am
passionate about the educational, sportive and creative development of my children.
References from HP, Cisco, Ziggo, and others available on request.
Monique van Kraay, Bilthoven Feb 2011
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6. Confidential