Experience

• 

  M.s.r.g. de maraboes

  Sept 2013 - Jun 2014

  Secretary

  M.S.R.G. or The Maastrichtse Studenten Rugby Genootschap is a student rugby fraternity in Maastricht the Netherlands with over 35 members and 40 alumni.

• 

  John mullins

  Jan 2014 - Jun 2014

  Restaurant and bar manager

  I was responsible for the smooth running of the bar and ensuring high quality service at all times.

• 

  Backpacker jobs

  Jun 2014 - Feb 2015

  Backpacker australia and asia

  Travelled & worked in/around Australia & parts of Asia.

• 

  The dow chemical company

  Mar 2015 - Aug 2015

  The Operating Discipline Management System (ODMS) is the company’s comprehensive corporate management system that integrates the management systems for Manufacturing, Quality, Environmental, Health and Safety. As a team we create an integrated management system providing a one-window approach to Dow policies requirements, processes and best practices.

  • ODMS Specialist

    Mar 2015 - Aug 2015

  • ODMS Coordinator

    Mar 2015 - Mar 2015
• 

  Eurostar

  Nov 2015 - Sept 2019

  My function as a Lead CRM (Customer Relationship Management) Application Specialist revolves around but isn't limited to the following responsibilities : - User management (internal & third party)- Permission set and Public group creation and maintenance - Research on new business opportunities by analysing data. - Case Queue management- Docusign, AI & Feedback tool integration and management- Workflow & Process builder development and maintenance (including auto-responses and assignment rules)- Setting up new workstreams using email-to-case to bring shared mailboxes into a central point- Reporting using both out of the box reports and custom report types - Bespoke custom development(layouts, objects) to help drive advisor productivity and improve the customer experience - Liaising with departmental managers and using outside the box thinking to bring outdated processes into Salesforce- Collaborating with third party companies to bring their products into our Salesforce environment- Mapping big datasets into Salesforce using Dataloader- Exporting and combining multiple datasets, analyse outcome and create clear results/recommendations for stakeholders- Training new team members and power usersDisruption Manager:I am part of a team (10) Incident Leads and a point of contact during disruption and Disaster Recovery events impacting Eurostar. I coordinate resources and communication to all relevant contact channels across all sites of operation. See less Show less My function as a CRM (Customer Relationship Management) Application Analyst revolves around but isn't limited to the following responsibilities : - User management (internal & third party)- Permission set and Public group creation and maintenance - Research on new business opportunities by analysing data. - Case Queue management- Docusign, AI & Feedback tool integration and management- Workflow & Process builder development and maintenance (including auto-responses and assignment rules)- Setting up new workstreams using email-to-case to bring shared mailboxes into a central point- Reporting using both out of the box reports and custom report types - Bespoke custom development(layouts, objects) to help drive advisor productivity and improve the customer experience - Liaising with departmental managers and using outside the box thinking to bring outdated processes into Salesforce- Collaborating with third party companies to bring their products into our Salesforce environment- Mapping big datasets into Salesforce using Dataloader.- Exporting and combining multiple datasets, analyse outcome and create clear results/recommendations for stakeholders.Disruption Manager:I am part of a team (10) Incident Leads and a point of contact during disruption and Disaster Recovery events impacting Eurostar. I coordinate resources and communication to all relevant contact channels across all sites of operation. Show less I am solving inbound contact flow and routing challenges to ensure and improve efficiency in a multi-site contact centre operation. Own the call delivery IVR design and regularly review to enhance customer experience. To ensure that all real time requirements are delivered and that the daily operational plan is met. I report on historical & real-time figures to make sure staffing levels match the demand on short and long term plans.Salesforce:Our CRM platform 'Salesforce' is managed by multiple specialists/admins within the company. I have been training & developing my skills through Trailhead and have started to take on basic 'admin' tasks on our 'Service Cloud' platform. Creating custom and out of the box reports & dashboards; modifying page layouts, creating & setting-up new users, public groups & managing permission sets are tasks I perform on a daily basis.Coach:I work together with my colleagues to reflect on their current practices; expand, refine, and build new skills; share ideas; teach one another; conduct classroom research & solve problems in the workplace. Show less I joined Eurostar with a vision to work my way up and gain experience in a sector I was not familiar with. I moved to England 2 months before I joined Eurostar, and took on this opportunity to start working for a company I could see myself climbing the ranks in.Besides my normal role as a Customer care Advisor, I have also contributed to the start up of our Live-Chat team based in Romania. Providing support and training where necessary to make sure they will be able to run the new service without any direct support. Show less

  • Lead CRM Application Specialist & Disruption Manager

    Apr 2019 - Sept 2019

  • CRM applications Analyst (Salesforce Admin) & Disruption manager

    Mar 2018 - Mar 2019

  • Operations Routing Analyst & Disruption Manager

    Apr 2017 - Mar 2018

  • Commercial Support Coordinator

    Nov 2016 - Jun 2017

  • Customer Care Advisor

    Nov 2015 - Nov 2016
• 

  Globalsign

  Sept 2019 - now

  As GlobalSign's Atlas Production Manager I am responsible for the smooth running and future roadmap planning of the Atlas production platform (Salesforce, Mulesoft & Portal). I was made responsible for the Atlas platform after transitioning the business to the new CPQ and Revenue cloud platform. This entails that I make sure my team and other teams within GlobalSig.implement features following best practise when it comes up to designing, maintaining and developing new Salesforce, Mulesoft or Front-end features.My responsibilities at GlobalSign revolve around, but aren't limited to the following: - Design and implement a solid architectual foundation 'Sales, Service, CPQ, Revenue, Mulesoft, Portal'. To create, build and maintain a platform with a strong architectural foundation and a solid core through which the business can excel and grow for many more years to come.- Act as a release manager for my own team and other teams developing the Atlas platform, reviewing PR’s to be deployed between environments and providing feedback and in-depth guidance to those developing Atlas.- Take part in business critical strategic short-mid-long term roadmap planning Show less As GlobalSign's Salesforce Consultant I am responsible for the successful implementation of new applications and improve the use of the legacy and new salesforce platform.- Design and Future proof our new Salesforce Instance- Manage the legacy Salesforce org and prepare the existing dataset and functionalities for migration- Create an intelligent and robust solution for our new CPQ and Billing system- Design and build a strong product catalogue and back office, to support our front end portal and all its applications- Setup, design and maintain the deployment process using Salesforce DX- Create and maintain a solid and up to date document base- Challenge the business where needed and make sure we think in best practise and ‘out of the box’ when it comes up to migrating existing ways of working to our new platform. Show less As a Salesforce BA for GlobalSign I am responsible for the development and maintenance of the Salesforce org and all it’s applications. Some of the tasks and responsibilities are:- Setup and Integrate Pardot (transition from another Marketing automation tool)- Design, Scope out and build a new and fully scalable Preference Centre- Map out and improve the Lead Lifecycle- Transition all teams using Salesforce to Lightning Experience- Gather requirements for new and ongoing projects, create user stories and work with Developers to build new and improve existing functionalities.- Responsible for all general SFDC admin work: user management, data management (use of data loader & wizard), build new and manage existing custom objects and apps, manage workflows and PB’s and setup deployment process- Scope out and design a new and revised support process Show less

  • Head of IT Development

    Mar 2024 - now

  • Atlas Production Manager

    Jan 2022 - Mar 2024

  • Senior Salesforce Consultant

    Mar 2020 - Jan 2022

  • Salesforce Business Analyst

    Sept 2019 - Mar 2020