Expert profile: Dhr Geert D'Eer

---

Description: Leading a contact center of +170 seats that serves mobile
 customers 24h/24 and 365 days per yerar with the aim to deliver high
 qualitative and one stop shopping service.

 [image001.gif] 



CURRICULUM VITAE OF GEERT D'EER




 Personal Data.

 - Address: Cauwerburg 14; 9140 Temse, Belgium

 - Telephone: tel. (32)3-711.14.06 - mobile :
 (32)475-444.368

 - Nationality: Belgian

 - Date of birth: 24 June 1962

 - Civil state : Married since 1987

 - Children: Carmen 05-04-1990 and Laurence
 29-09-1993


 Language knowledge.

 Dutch : mother
 tongue French: very good

 English: very
 good Spanish: basic


 Current function.

 Contact Centre Manager (Belgacom Mobile) ð 01/02/1999 -
 current

 The most important task is the management and the professional growth
 of the Contact Centre Antwerp belonging to the Customer Service of the
 biggest cellular operator in Belgium (part of the Vodafonegroup). The
 key objectives are Traffic Level objectives (SL, abandoned rates
 etc.), customer and employee satisfaction, and financial management.
 The remote centre employs 160 employees, management staff included.
 Besides that, other management tasks are fulfilled like project
 ownership for cross-departmental projects.




 Previous functions of last 5 years at Belgacom Mobile.

 - Welcome Support Manager ð
 01/02/1998 - 31/01/2000

 Departmental manager responsible for the service provisioning of new
 customers, co-ordination of promotions and first customer contacts via
 outbound call actions.

 - Program Manager
 ð01/01/1997 - 31/01/1998

 Financial management of the Customer Service dep. + project management
 + technical service manager

 - Corporate Service Manager ð
 01/08/1996 - 31/12/1996

 Customer management and retention of the most valuable customer
 segment

 - Corporate Service Consultant ð
 01/05/1995-31/07/1996

 Responsible for a portfolio of 200-tal high value customers



 Education.

 - Accounting on secondary level, Broederschool St.-Niklaas

 - From weekend courses like IT courses at the University of Antwerp
 (UFSIA), language and other courses to

 - Many specialised business training and conferences in Belgium and
 abroad like Project Management, Balanced Scorecards, Call Centre
 Technologies, MBTI and Situational Leadership.


 Personal Interest

 - Literature : big fan of John Irving, Salman Rusdie, Tom
 Wolfe and Amin Malouf

 - Travelling : Nord en Western Africa, Spanish & Arabian
 culture

 - Gastronomy and sports like badminton and squash

 - Continual development on both professional as private
 interests.


 -----------------