Kees de Jong

About me

Hi, I am Kees de Jong. A Contact Center specialist and Gamification Designer. My joy and strength lies in organizing, coaching and improving customer care centers in order to get more value from the relationships between clients and their customers.

Work Experience

• 2013 - heden

  Owner @ squareball

  Inrichten, coachen en verbeteren van contact- en customer service centers om zodoende meer waarde te halen uit de relaties met klanten; Met het intelligent maximaliseren van team performance toevoegen aan de versterking van deze relaties en het uiteindelijke businessresultaat.

  Dat is waar ik met squareball voor sta.

  De opkomst van voordelige SAAS oplossingen maakt dat het nu ook voor MKB-ers mogelijk is een eigen en professionele, telefonische aanwezigheid te hebben. Zowel voor inbound telefoonverkeer van bijvoorbeeld prospects en klanten als voor eigen, gerichte outbound belcampagnes. Bel me gerust eens voor een informeel gesprek over de mogelijkheden, je zult versteld staan.

  Kees 06 450 530 58

  squareball contact center consultancy:
  - Interim management
  (inbound customer service, -marketing, -sales
  outbound behoud, -service, -sales)
  - Outsourcing advice en support
  - Campagne management
  - Performancemanagement
  - Kwaliteitsmanagement

• 2012 - 2013

  Channel Manager, Eneco Energy

  Responsible for all outbound sales and retention call campaigns in-house and outsourced. Developing and improving client Service Level Agreements and Key Performance Indicators across all campaigns. Maintaining and initiating relations with outsource partners in order to maximize ROI for Eneco.

• 2012 - 2012

  Sr. Marketeer Customer Contact, Eneco

  Responsible for churn reduction and customer satisfaction and retention on the inbound service, outbound retention and commercial inbound channels.

• 2010 - 2012

  Client Service Manager, Experience Groep

  Primarily responsible for overall satisfaction and retention of several corporate clients. Keeping a working balance between the interests of clients and those of L&H Customer Contact, Experience Groep. Developing and managing inbound and outbound sales and service campaigns. Developing and managing client Service Level Agreements and Key Performance Indicators across all campaigns. Being an escalation point and day to day liaison for service issues and opportunities. Monitoring the resolution of risks and ensuring that L&H and clients are aware of any problems that might have negative financial or reputational effects.

• 2007-2010

  Teamleader, Zorg & Zekerheid

  Responsible for managing and motivating a team of fifteen to twenty Customer Service Agents, delivering professional service and end of year inbound sales. Accountable for recruiting, coaching and developing the team, striving for the highest degree of service. Ensuring that the team follows established procedures for each service request, including logging, processing and progress inquiries, adhering to Key Performance Indicators, Service Level Agreements and quality standards. Responsible for writing policy proposals to strengthen cross departmental procedures.

• 2007 - 2007

  Supervisor, UPC Nederland

  Responsible for managing and motivating a team of twenty inbound Sales Agents and for the everyday running of the shift, and solving immediate agent problems. Supervising, coaching and monitoring several teams of Sales Agents, organizing regular team meetings, and regular appraisal and personal development meetings.

• 2004 - 2006

  Manager Customer Care Center, Tempus Energielease

  Responsible for restructuring and professionalizing a twenty-eight seat inhouse contact center, adhering to Key Performance Indicators, Service Level Agreements and quality standards. The bureaucratic methods and accompanying mentality needed an overhaul, with an eye for sensitivities in the workforce, and within the bounds of the CAO Energie.

• 2003 - 2007

  Owner, Gereni Uitgeverij

  Co-owned and co-managed a small media and advertisement company with five full time staff and a sub contracted design team. Gereni published weekly activities agenda with editions in Rotterdam, Schiedam en Maassluis.

• 2001-2003

  Regional Manager, Spaar Select

  After starting off being responsible for one call center I quickly grew to running a total of five call centers and twelve call center managers. My Main responsibilities were attaining sales targets, recruiting, training en coaching of agents and call center managers and making sure all centers adhered to strict company guidelines and procedures. As regional manager one of the main focus areas were developing telesales techniques, overseeing hiring and training of hundreds of sales representatives and maintaining quality coaching standards.

Education

• Florida Flight Training Center in Venice, Florida
  CPL, ME, IFR. Commercial Pilots license
  CFI, Certified Flight Instructor

  Rehoboth Mavo in Lekkerkerk
  Middelbaar Algemeen Voortgezet Onderwijs
  Level: D

  Coursera
  University of Pennsylvania – Gamification course

  ADDITIONAL COURSES
  Company presentations, recruitment and selection, interview techniques, telesales techniques,
  communication, sales techniques, coaching, change and conflict management, training techniques.
  Internal call center management training
  Two month training which covered all facets of call center management. Such as recruitment, training
  techniques, coaching, motivational techniques, telephone sales techniques, basic payroll and reporting.
  Internal training in area management
  Training for managing multiple call center locations. Here the emphasis was on management skills as personnel, (good and bad news talks, appraisals, selection interviews), capacity management, internal communication and reporting.

  LANGUAGES
  Dutch native 
  English fluent 
  German average

Contact me

Kees de Jong

Rotterdam

+31 (0)6 450 530 58
www.keesdjong.nl
kees@keesdjong.nl