Marco Brouwer

Experience

• 

  Teleperformance

  May 2011 - now

  In my role as Contact Center Manager for a large enterprise client, I was responsible for overseeing an operation of over 450 employees. Our mission was to deliver exceptional Customer Service, Sales, and Back-Office support, ensuring a seamless and satisfying customer journey.A key aspect of my role was managing the strategic partnership, which led to a transformative and innovative journey. Together, we implemented cutting-edge solutions and processes, including:- Social Media Support and Messaging Channels like WhatsApp- Interaction Analytics (Speech & Text Analytics)- Conversational AI (Chatbots)- Voice-to-Messaging Deflection- An AI-powered Performance & Learning Management System- A Hybrid Working Model supported by state-of-the-art facilities- CCAAS & CPAAS- And much more.In addition, I was responsible for managing nearshore operations in Morocco and offshore operations in Suriname. This included ensuring alignment with organizational goals, maintaining high performance standards, and fostering strong cross-cultural collaboration to deliver consistent results.This role allowed me to lead initiatives that enhanced both operational efficiency and customer satisfaction, showcasing the power of innovation in transforming customer experiences. Show less

  • Business Development Director

    Jan 2025 - now

  • Contact Center Manager

    Mar 2020 - Dec 2024

  • Business Unit Manager

    May 2017 - Mar 2020

  • Supervisor

    May 2011 - May 2017
• 

  Landal GreenParks

  Oct 2011 - May 2012

  Facilities Management Specialist
• 

  ING Nederland

  Apr 2013 - Nov 2015

  Facilities Management Specialist