Merel Stalenhoef

Experience

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  Lamme Textielbeheer

  May 1998 - Aug 2003

  Receptionist, sales assistant

  - Responsible for all incoming phone calls and mail- Handling customer's complaints and solving these in cooperation with the operational department- Several administrative tasks for the CEO and other departments, such as calendar maintenance and mail handling - Providing packing department with occupancy rates, stock numbers and an overview of necessary linen in order to ensure timely and sufficient delivery to clients in the hospitality and healthcare industry- Assisting sales managers with several projects such as alignment of article numbers and customer acquisition- Assisting accounting department with invoicing customers Show less

• 

  ABS Laundry Business Solutions

  Sept 2003 - Feb 2004

  Internship

  - Market Research France, set up a detailed analysis of French laundry market and competitors- Organized Marketing & and promotional activities for Scandinavia, such as creating a newsletter and sending this to potential customers- Responsible for customer contact with Spanish client

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  ABN AMRO

  Apr 2004 - Oct 2008

  Cashier & travel advisor

  Foreign currency exchange and other cashier tasks such as travel advice with regards to finances and insurance

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  Google

  Nov 2008 - now

  - Drive deployment of Tools and Infrastructure solutions to customer support teamsglobally (4000+ agents) by managing end to end project & progress tracking fromtool or infrastructure solution development to launch, including defining tools & technology roadmap and strategy, driving alignment, running testing, developing training, driving change management and deploying solutions. Responsibilities include:- Own relationship & stakeholder management with customer support leadership through regular updates and strategic meetings and by ensuring support teams business needs align with engineering product plans & roadmap for systems and tools- Lead quarterly Tools and Infrastructure intake and prioritization process with business stakeholders to define quarterly deliverables and track progress against deliverables- Ensure compatibility between business service model and technology solutions for Tools and Infrastructure to drive simplicity and scalability of tools and systems and provide recommendations on roll out time lines, service model proposals, technology solutions for infrastructure setup and CRM needs- Create technology proposal and roadmap, deployment timelines, training plans and develop and execute communication strategy Show less - Responsible for roll out of new CRM system to customer support teams globally (4000+ agents) Responsibilities:- Create deployment timeline and sequencing, training plans & materials, communication strategy & materials - Provide system updates, deliver training, onsite presence during system roll out to support teams on new system and troubleshoot and address system issues- Collaborate with various stakeholders to ensure alignment between support teams needs and engineering product plans for systems and tools- Ensure compatibility between bussiness service model and technology solutions of the CRM Tools to drive simplicity and scalability of tools and systems - Provide recommendations from technology team on roll out time lines, service model proposals, technology solutions for infrastructure setup, CRM needs, reporting requirements Show less Responsibilities:- Rolled out new CRM systems and features and own the global deployment strategy and schedule for all of our customer support teams (2000+ agents).- Coached/led a team of Product Specialists across EMEA, India and APAC that deliver Business Requirement Documents and work on deployment and feature initiatives - Manage the relationship between the Design & Deploy team and the EMEA, India, and APAC regional customer experience leadership teams- Aggregated and prioritized feedback and product ideas from customer experience teams worldwide and build business cases to get feature requests prioritized with PMs, Engineering and business leadership - Co-led efficiency saving initiatives by implementing new features in the customer support tool that enable agents time savings, e.g. in assessing the root cause of the customer issue.Key achievements:- Deployed a new CRM system to 2000 Vendor agents globally across nine sites between Sept 2016 and July 2017 without disrupting operations and to high satisfaction of our Vendor partners and business and engineering stakeholders. Received a VP award for this project.- Ran six pilots of the new CRM system across several customer support teams between August and December 2017 without disrupting team operations. Pilot goals were to assess deployment readiness in 2018, to uncover product gaps and to test newly released system and support program features Show less Tasks & Responsibilities:- Real Time Operations Manager of 350 Customer Experience Representatives for 30 different markets across two sites in Europe- Led and coach a group of 20 workflow leads in EMEA- Drove workflow optimization, process improvements and sufficient staffing acrosscustomer support channels to hit KPIs such as Service Levels (SL) and Abandon rate (AR) targetsand serve advertisers in the most timely and efficient manner- Created and executed on a wide range of operational project plans, e.g. roll out of 24x5 phone support, holiday planning, Q4 capacity planning, sales Conference planning- Created and presented monthly operations business reviews to Director and Senior management- Worked closely together with our Vendor counterpart to optimize resource utilizationand efficiency across both teams Key achievements: - Standardized processes and guidelines for workflow management, e.g for weekly planning, holiday planning, high volume scenarios, emergency processes - Trained managers and workflow leads on Operations management - Implemented flexibility initiatives to balance customer needs with employee needs - Created extensive weekly and monthly operational reporting to surface operational challenges and drive improvements - Reduced EMEA AR by more than half from 7.6% at the start of 2014 to 3.4% at end of 2014 and further to 1.9% in Q2 2015Other SMB Services activities:Member of Differentiated Service Project team:​ Key achievements: - Implemented a differentiated service model for select part of our customer base. - Led the operational implementation of a differentiated service model for part of ourcustomer base to ensure targets such as total resolution time and AR are met for thedifferentiated service customer base as well as the other customer base. - Received several awards for driving this project Show less Real Time Operations Lead responsibilities:- Oversaw weekly & daily workflow planning & real time actions across three markets- Reported weekly on key operational metrics and drove action items for each market toimprove operations- Cooperated with Vendor teams to ensure resource optimization across both teams based on actual volumes Team Lead Responsibilities: - Coached 4 team members to ensure they hit their team and individual targets- Ensured market's team metrics such as customer satisfaction, revenue targets,service levels and productivity were met Show less Quarterly Global Business Rotation program; successfully selected for the Global Business Organization quarterly rotation program Tasks & Responsibilities:- Real Time Operations Manager of 180 Customer Service Agents across two sites in the US to ensureworkflow optimization, process improvements and sufficient staffing across customersupport channels to meet SL and AR targets and serve advertisers in the most timelyand efficient manner- Worked closely together with Vendor team to optimize resource utilization andefficiency across both teamsKey achievements:- Implemented key initiatives to create more capacity and reduce AR, AR improvement of 20pp MoM from July to Aug- Introduction of vacation planning process to prevent holidays impacting staffing adn service levels- Created global benchmarking analysis on core time allocation across organizationand provided recommendation for NA for additional headcount gain- Documented high volume scenarios with actions to maintain SL & AR- Adjusted schedule during weeks of high training and leave beforehand to limitnegative impact on SL & AR and provided team communications on changes- Provided support to NA Vendor team during staffing challenges while maintainingown team’s SL & AR targets- Implemented flexibility initiatives to balance customer demands with team happiness Show less Tasks & Responsibilities:- Managed and coached 12 team members in BeNelux (BLX) and UKI team- Ensured market's team metrics such as customer satisfaction, revenue targets,service levels and productivity were met- Owner of Revenue programs for BLX & UKI: consistently exceeded Revenue targetsin both markets & improved BLX Revenue performance by individual coaching of lowperformers and dedicated revenue team meetings Other SMB Services activities: - EMEA Revenue function member:​ Created Revenue quality framework & implemented EMEA Revenue coaching framework - Global & EMEA Business Awards Lead:​ coordinated global process of selectingregional business awards winners and prepared communication for global VP announcement of winners Show less - Acting Team Lead since July 2011: responsible for meeting team metrics such as customer satisfaction, service levels, productivity.- Mentored six team members: quarterly performance reviews and career conversations, weekly meetings to coach performance- Workflow Lead: created weekly workflow planning to ensure staffing would meet support channel requirements in order to hit Service Level target, launched new workflow tool that significantly increased productivity- Drove transition of part of the customer e-mail support to newly set up Vendor team & trained vendor on delivering e-mail support- Launched chat as new customer support channel for Google & Vendor teams- Internal quality reviewer of team members- Provided customer support via phone, chat & e-mailOther SMB activities:- Member of EMEA Customer Satisfaction team: published monthly CSat newsletter, launched collection of weekly customer success stories in EMEA and updated them on a quarterly basis Show less

  • Program Manager

    Jul 2019 - now

  • Program Manager

    Jul 2017 - Jun 2019

  • Deployment Lead, Global Operations Processes & Systems, Global Customer Experience

    Jun 2016 - Jul 2017

  • Real Time Operations Lead EMEA, Global Customer Experience, AdWords SMB Customer Services

    Feb 2014 - May 2016

  • Real Time Operations Lead Northern Markets (UKI, BLX & Nordics) & Team Lead BeNeLux, SMB Services

    Sept 2013 - Feb 2014

  • Real Time Operations Lead North America, AdWords SMB Customer Services

    Jul 2013 - Sept 2013

  • Team Lead BeNeLux & UKI, AdWords SMB Customer Services

    May 2011 - Jul 2013

  • Acting Team Lead/Account Strategist BeNeLux, AdWords SMB Customer Services

    Nov 2010 - Oct 2012

  • Account Associate AdWords BeNeLux, SMB Customer Services

    Nov 2008 - Oct 2010