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Veerle Van Der Velpen

Veerle Van Der Velpen

Billing Customer Service Rep

location of Veerle Van Der VelpenBlessington, County Wicklow, Ireland

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  • Timeline

  • About me

    Mindset Coach - Helping female professionals, moms and young adults ease anxiety to make decisions with new confidence

  • Education

    • Aspire Coach Training

      -

    • Institute of Project Management

      2017 - 2017
      CAPM in Project Management

      - The 10 Knowledge Areas and 5 Process groups of PM, based on PMBOK Guide

    • CDETB Ballyfermot

      2016 - 2016
      FETAC 6 Team Leadership Merit

      • Presenting performance reviews, effective communication & delegation

    • ITT Dublin

      2013 - 2014
      FETAC 6 Regulatory Affairs and GMP Distinction

      • Regulatory Bodies, Requesting Marketing Authorization• GMP and Audits• Total Quality Management, Quality Assurance and Quality Control• Introduction to Six Sigma, FMEA, Critical Path Analysis

    • Ghent University

      2001 - 2009
      Master's degree Veterinary Sciences/Veterinary Clinical Sciences, General

      Activities and Societies: Member of IVSA - International Veterinary Student Association • Specialization in Food Safety• Practical exercises on auditing food processing companies and slaughterhouses• Experience working in controlled environments (Medical lab, ICU, NIU)• Experience working with Pharmaceuticals and Medical Devices

  • Experience

    • UPS

      Mar 2010 - May 2011
      Billing Customer Service Rep

      • Solving billing issues• Call handling• Coaching new employeesKey Skills: Multi -tasking, Time Management

    • Medtronic

      May 2011 - Jun 2016
      Senior Customer Service Representative

      Key-Achievements:• Retention Bonus (2016) for support during transition period and coaching new employees.• Recognition Award for organizational skills during busy period (Credit and Return team 2014)• LCM - Lean Customer Management Leader: Analysed weekly performance on KPI’s. Developed strategies to drive Continuous Improvement and to monitor Quality Assurance within the team.• Lean Sigma Green Belt Project: Improved quality of return forms by 40%.• Communication Rep in ‘Le Cheile’ Project: Motivating employees to bring innovative ideas.• Improved the visibility of customer accounts resulting in reduced mistakes.• Attention to detail: Notified management of issues with label format and automated order system resulting in fewer recalls and missed orders. Proven order entry accuracy of 99.7% Show less

    • SBC

      Sept 2017 - Mar 2018
      Translator and Project Assistant

      • Promotional presentation creation for LMRA-First Product• Landing Page translation from Dutch to English (https://www.lmra.be/en/)• Secured speaking slot for Belgian Project Manager on NM Conference @Citywest, Dublin • Promoted Launch of LMRA-First Product @NM Conference in collaboration with Belgian PM

    • Workhuman

      May 2018 - Nov 2022
      Senior Customer Service Executive

      Key-Achievements:• Collaboration with Marketing and Training team to improve non-client calls process.• Script writing for training video on strategies in dealing with abusive customer calls• Process Mapping and Flow Chart creation• Motivational presentation during company wide meeting• Coaching and mentoring new hires, both in group and 1-on-1• Knowledge articles creation for CS training purposes• Marketing team and customer platform translation from English to Dutch.• Template design for CS team from English to Dutch Show less

    • Writer With a Voice

      Jan 2023 - now
      Content-/Copywriter and Translator

    • Veerle Van der Velpen Coaching

      Jul 2023 - now
      Certified Professional Coach

  • Licenses & Certifications

    • CAPM in Project Management

      Project Management Institute
      Jul 2017
      View certificate certificate

    • EFSET language test

      Translation.ie
      Feb 2023
      View certificate certificate

    • Lean Sigma Green Belt

      Medtronic
      Jun 2016

    • Competent Communicator Toastmasters

      Toastmasters International
      Jun 2017

  • Honors & Awards

    • Awarded to Veerle Van Der Velpen
      Recognition award Medtronic 2014 For my work in credit and return team during particularly challenging time period: Reducing the open queries from 300 to 13