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Tim de Rooij Curriculum
- 1. Tim de Rooij 08195, Sant Cugat del Vall竪s, Spain (+34) 608 945 136 | t.de.rooij@hotmail.com Dutch National|LinkedIn Professional Profile Highly motivated manager with over 10 years of experience. Proven abilities in leadership and management of high performing multinational and multicultural teams and programs. Strong focus on Service and change management capabilities, project management, client relation management, escalation management. Strong ability to contribute to business strategy, develop solutions that meet clients requirements and establish long-term relationships. Detail oriented. Native in English and Dutch, intermediate in Spanish and German. Leads with integrity and builds trust; Actions consistent with beliefs. Honest and straight forward approach; direct and believable. Accomplishments Successfully transitioned Customer Service responsibilities from The Netherlands to Spain Successfully built up a new EMEA Customer Service team in Cornella, Spain Successfully rolled out full set of Customer Services KPIs to build CSO credibility Professional Experience Air Products, Barcelona, Spain Air Products is ranked number 284 on the Fortune 500 annual list of public companies. Approximately 20,000 employees in 50 countries strive to make Air Products the worlds safest and best performing Industrial Gases company, providing sustainable offerings and excellent service to all customers. January 2009 January 2016, Manager Customer Service EMEA Leadership of the EMEA Customer Services organization with +/- 20 multinational and multicultural Account Managers providing world class services to their client base. Provide customer interface leadership to the account management teams. Developed, implemented and improved order to receipt procedures to support customer and business area requirements. Strong Continuous Improvement Focus; Rolled out full set of Customer Services KPIs to build CSO credibility. Measuring Key Performance Indicators and provide analysis of results. Assisted in acquisitions and divestiture integration and implementation plans. Provide daily support of SAP system, ensuring global process consistency. Utilize tools such as call monitoring, desk time and one-on-one meetings with the customer service team leads. Consistent evaluation of staffing levels to contain personnel costs while ensuring sufficient support of domestic and export operations. January 2008 January 2009, Supervisor Customer Service Direct responsibility for and leadership of 10 multinational and multicultural Account managers in charge of delivering World Class Customer Service to B2B customers (global, major and small business accounts) Run, review and take action as needed on SAP control reports and daily management reports and monitor CSR卒s running their own control reports. Assist in balancing workload distribution, prioritizing workload and ensure backup CSR coverage is adequate across teams. Assist with monitoring and coaching of CSRs, as well as identify & support training needs across the team. Support SAP Power Users, GPOs and (global) managers to ensure process compliance and document/develop/update processes as needed.
- 2. Support maximizing resources to optimize efficiency within CSR teams and drive productivity to meet target KPIs. Provide CSO support to MA&D activities and strategic business initiatives. Le Mas Blanc Holiday Resort, Nimes, France Holiday resort with 20 holiday apartments for 2 12 guests. Restaurant, bar, swimming pool, gardens. January 2007 January 2008, General Manager Responsible for managing property operations on a day to day basis to assure optimum performance and continuous improvement in the five Key Result Areas (guest service, employees, sales/marketing, property appearance, and profit/financial control). Coordinate, direct and manage the staff and everyday hotel operations to achieve profitability, guest satisfaction and efficiency while maintaining/exceeding standards set by the company assuring 100% guest satisfaction. Cordaid Foundation, The Hague, The Netherlands Stichting (foundation) Cordaid is one of the largest development aid organizations in the Netherlands. Cordaid is a civil society organization focusing on development and collaboration in vulnerable regions and areas of conflict. October 2003 January 2007, Account Manager Own the client relationship. Build rapport with key strategic customer, maintain very strong professional relationships, and ensure utmost customer satisfaction. Work with customers on developing and achieving their goals as it relates to the development projects. Communicate proactively with customer and internally, highlighting risks and issues. Facilitate weekly and monthly business review meetings to review customer satisfaction, progress towards shared project goals and identify potential new requirements, greater project involvement and strategic expansion opportunities. Help customer understand our projects by translating technically complex concepts in a way that it is simple and easy to understand. Haagen & Partners - Owner April 1998 October 2003, Baarn, The Netherlands Accompanying and guiding employees (Expats and their families) of international companies finding a house (renting, buying). I was responsible for sales activities, daily business, maintaining contacts with our international clients and acquisition of new clients. Offering high level of service was a strong selling point. Education 2011 Air Products - Lean Six Sigma Quality management - Yellow Belt Certificate 2010 Cornell University - Management Fundamentals Program 2004 ISBW Marketing communication Second level certificate 1997 Hogeschool Zuyd Maastricht - Bachelor of Business Administration (hotel management) Languages Dutch Native tongue Spanish Intermediate English Fluent German Basic Sports & hobbies Tennis, soccer, travel, diving, running, reading Driver license, own car * References available on demand