Wouter L'homme

Experience

• 

  Switch - Apple Premium Reseller

  Jul 2011 - Apr 2019

  Logistics management & dispatching from the site in Leuven / Support of B2C and B2B Back Office / Account Management B2B, Sales and Customer Service B2C In-shop B2C Sales and Customer Service for Apple products

  • Logistiek coördinator / B2B & B2C Support

    Apr 2014 - Apr 2019

  • B2B & B2C Sales Account Management and Customer Service

    Jan 2013 - Apr 2014

  • B2C Sales

    Jul 2011 - Dec 2012
• 

  Callexcell

  Oct 2019 - Aug 2024

  - Coordinating the team of Teamleads and Customer Experience Boosters to ensure correct and logical adherence to tasks and responsibilities- Analyzing current processes and procedures, developing and implementing long-term solutions where needed to enhance and improve daily operations- Developing and maintaining a coaching- and training vision to ensure high quality support towards employees and BMW-customers alike- Overarching goal to improve and maintain customer satisfaction at a high level- Calibrating with BMW to ensure their goals and vision are executed as expected- Analysis of customer feedback Show less - Analyse, map and improve existing processes- Develop customer-focused, innovative solutions to reduce manual workload and boost efficiency- Knowledge management by gathering and improving existing knowledge and expertise, presented in an MS Azure-backed FAQ front-end- Company-wide community management through tools such as Yammer, designing graphics and managing incentives, seasonal activities- Implementing and guiding new customers that use our customer service solutions- Development of training modules for various topics Show less Teamcoach for project Lampiris / TotalEnergies Care NL departments with main emphasis on customer satisfaction and knowledge management.- Finding a balance between theory, procedures, numbers and their human counterpart.- Processing and studying raw data to learn about and implement various enhancements and fixes, main tool Excel- Trafficking to keep staff occupied with the designated tasks and prio's- Communicating the latest developments and knowledge to the team- Implementing various creative, low cost fixes for existing, tedious procedures Show less

  • Quality Coordinator BMW

    Apr 2023 - Aug 2024

  • Communication

    Jul 2022 - Aug 2024

  • Vertrouwenspersoon

    Oct 2020 - Aug 2024

  • Business Journey Designer

    Jul 2022 - Apr 2023

  • Teamcoach Customer Care

    Oct 2019 - Jul 2022