Philippe VOLKAERTS

• Identify Improved or New Service Opportunities based on intimate and verified knowledge of Market Trends, Customers' Insights, Unmet Needs and Competitors' Weaknesses
• Define and Manage 28 Value-Added Services Catalogue to guide Countries in deploying reusable solutions
• Transform Opportunities into Deployable ans scalable Solutions using Proof of Concept, Minimum Viable Product and Agile Approaches

• Deploy Customer Centric Processes maximizing functionalities Salesforce.com for Customer Facing and Remote Sales Managers
• Perform Service Quality function to Develop and Deploy Customer Centric Value-Added Services for Customers
• Manage Deployment of CX through CES and NPS
• Guide Country Teams in Ensuring that Quality Guarantee process maintain expected and promised Service Levels at desired cost level
• Proved successful working within tight deadlines and fast-paced atmosphere
• Participated in team-building activities to enhance working relationships
• Drove operational improvements which resulted in savings and improved profit margins

• Deploy Oracle Enterprise Resource Planning for Thai company (8,000 employees) covering entire end-to-end processes of Commercial Company interfaced with Industry
• Manage Team of Functional Experts either on-site or remote
• Negotiate Solutions between various Business Entities
• Manage planning and resources with support of experts
• Lead Change Management process
• Ensure that Deployment transfers Skills to existing Operations and close project within expected timeframe
• Participated in team-building activities to enhance working relationships
• Worked with customers to understand needs and provide excellent service

• - Establish Operations in Newly created Commercial Agencies in Malaysia, Vietnam and Indonesia
• - Manage directly Order to Cash O2C Operations and gradually transfer to local resources once Service Levels are in line with Objectives and Stabilized
• Used critical thinking to break down problems, evaluate solutions and make decisions
• Managed team of employees, overseeing hiring, training and professional growth of employees

• Coordinate Development and Deployment of Group's Customer Database covering all Business Entities
• Drive Change MAnagement through on-site trainings and guidance
• Learned new skills and applied to daily tasks to improve efficiency and productivity
• Led projects and analyzed data to identify opportunities for improvement

• Manage the Logistic Profit & Loss P&L of 2 Wheel and Aircraft Division
• Expand to Agricultural and Earthmover Products
• Improve Service Levels while Controlling and Reducing Cost per Unit Delivered
• Conducted research, gathered information from multiple sources and presented results
• Controlled costs by streamlining operations and reducing waste
• Met divisional objectives by recruiting and qualifying vendor and trade bases
• Communicated and collaborated with stakeholders to achieve division objectives

- Manage the National Customer and Consumer Care Team

- Improve Response Time and Customer Experience by introducing multi-skills Agents

- Responsible for the Management of the 1,400 Customer Service Employees in the Region

- Deploy Customer Care as the foudation for CRM

Various International Assignments on Greenfield Projects

• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
• Manage New Operations of Road Air serving Expansion of UPS in the Benelux Countries
• Recorded account information to open new customer accounts
• Recommended products to customers, thoroughly explaining details
• Clarified customer issues and determined root cause of problems to resolve product or service complaints