Paul Van Ladesteijn

Experience

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  KPN Telecom

  Oct 1988 - Dec 1998

  Business consultant

  Since 1995 consultant specialized in business consultancy for contact center or call centers. Before 1995 IT project-leader, information analyst, system enginer, programmer

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  Prisma Consulting BV

  Jan 1999 - Mar 2000

  Director

  Director/business consultant at Prisma Consulting BV, a consulting firm specialized in contactcenters.

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  Tote-m business architects

  Apr 2000 - Dec 2004

  Senior consultant

  Senior consultant at Tote-m business architects BV, a consulting firm specialized in contactcenters.

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  Http://callcenter.startkabel.nl

  Nov 2002 - Jul 2009

  Portal manager

  Portal manager of http://callcenter.startkabel.nl, a quality portal for the (Dutch) callcenter industry, inhouse customer service contactcenters etc.

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  BRW Groep

  Jan 2005 - Aug 2015

  Helping clients to improve their customer service, relation management and aquisition, helping consultant-collegues in their job and projects, helping the contact center branche to professionalize by writing articles, and giving workshops. Manager Delivery at BRW Groep, a consulting and interim management firm specialized in contact centers.A Manager Delivery is: - responsible for a team of 10 to 15 consultants or interim managers, working for customers of BRW;- responsible for the quality of work they deliver;- responsible for relation management to existing customers; Consultant with BRW Groep, a consulting and interim management firm specialized in contact centers.

  • Managing Consultant

    Nov 2010 - Aug 2015

  • Manager Delivery

    Oct 2008 - Nov 2010

  • senior consultant/interim manager

    Jan 2005 - Dec 2008
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  CEN and CENELEC

  Sept 2006 - Jan 2011

  Chairman of the Dutch Mirror Committee for EN15838 Customer Service

  The European Contact Centre Standard is the answer of the European Commission to complaints of European customers on the quality and service of contact centres. The European Commission requested Europe's Standardization Institute (CEN) to set up a new quality standard for customer contact centres. In each European country a Mirror Committee was set up with the purpose to help writing this new standard.

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  NEN

  Jan 2011 - Aug 2017

  Chairman of the Committee of Experts for EN15838

  Promoting the EN 15838 (Customer Service) standard in The Netherlands and ruling in case of interpretation questions of EN 15838-auditors.

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  Phoenix Hockey Zeist

  Aug 2012 - now

  Field hockey trainer

  Training youth teams.

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  ISO International Organization for Standardization

  Jun 2013 - Jan 2018

  Delegate of the Dutch Mirror Committee for ISO18295

  ISO18295 is a quality standard for Customer Service. It is published in june 2017.

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  Gemeente Noordoostpolder

  Nov 2015 - Mar 2016

  A.i change manager excellent customer service

  The municipality of Noordoostpolder (46.456 inh.) has a customer contact center (KCC). People living in the Noordoostpolder come by for services or multi-channel contact the KCC for questions.The customer contact center has a quality support team. My job is setting up the team, including working methods, processes etc. I am using a Lean-approach for this.

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  Paul van Ladesteijn Advies & Change Management

  Apr 2016 - now

  Management Consultant / Change Manager

  Helping organizations to improve customer contact and customer experience.

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  VNG Realisatie

  Dec 2016 - Jan 2018

  Product Owner 14+ (interim)
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  Van Eijck & Partners

  Apr 2017 - Mar 2020

  Partner

  Partner at Van Eijck & Partners, consultants and interim managers working for the public and non-profit sector.

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  Gemeente Den Haag

  May 2017 - Nov 2019

  Consultant Customer Experience (a.i.)

  Reducing customer calls with the "Best-"Service-is-no-Service" approach of Amazon.com

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  Klantenservice Federatie

  Jun 2018 - now

  Member of the Dutch ISO-18295 Supervisory Board

  Member of the Dutch ISO-18295 Supervisory Board at Klantenservice Federatie. In the Netherlands, certification for ISO-18295 is carried out under the supervision of the Customer Service Federation (Klantservice Federatie). The most important task of the ISO-18295 Supervisory Board is to be a source of information for auditors. In case of interpretation differences from the standard documents, the Supervisory Board will, if desired, issue a binding decision.

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  Boer & Croon

  Jul 2018 - Nov 2018

  Interim Manager Customer Contact Center at a Pharmaceutical Company
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  Kamer van Koophandel

  May 2019 - Dec 2019

  Project Manager Customer Contact (a.i.)
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  Gemeente Barneveld

  Feb 2020 - now

  Project Manager (e)Services