Pine Projects :: Experience

Profile: I have a broad experience in the field of marketing research, marketing, sales, CRM and Siebel implementations as a Managing Consultant. I am a leading character and focus mainly on the results when applying the practical methods. On one hand, I am able to handle the long term objectives, but on the other, I also guarantee the realization of practical quick wins. I have solid communication skills and am able to perform in both advisory and supervisory roles.

Education: HEAO Utrecht, marketing, successfully ended in 1985

Courses	· Consulting skills · Project Management · Siebel Fundamentals · Siebel Tools · Siebel Requirements mapping	· Advertising · Market research · Sales · MCP MS-Access
Knowledge and Insight	· Marketing · FMCG market · Sales – After sales · Marktet research	· Project management · Relational databases · CRM (and applications) · Business Intelligence
Capabilities	· Customer focused · Solution focused · Communicative · Self-reliant · Initiator	· Commercial · Analytic · Team player · Reliable and responsible · People manager

Assignments

Local Rabobank
On the levels of the executive board, management and employees the level of knowledge and use of Siebel needed improvement. Qualitatively and quantitatively. To achieve this I organized workshops and put CRM on the agenda of the several Executive Boards, management and team meetings. I analyzed the bottlenecks and formulated actions and managed the changes needed. The result is that there is now a well functioning structure (like a Siebel user group), new releases are successfully implemented, all departments are using Siebel in the same way and managers and team leaders use more and more Siebel to manage and coach their staff.

Rabobank
I have been working for the CRM project as a business analyst for the channels telephony, e-mail, web forms, chat and text messages. My task was to connect Siebel functionally to these channels. Genesys is used as CTI integration. The goal is to register every contact moment with the customer, regardless what channel is used. And every contact moment will be the basis of every CRM process. We also introduced SmartScripts to support the contact center agents. My activities were leading (and participating in) workshops to determine matters as scope, processes, requirements and the designed solution.

ABN AMRO bank
The Working Capital department of the business unit Wholesale Clients has a Client Service department with 800 call center agents in 35 countries and currently working with the thin client of Siebel eFinance version 6. The projects are about improving the functionality and interfaces with Siebel and about implementing the e-mail management application eGain including an integration with Siebel. I have the role of a Business Analyst and I act as an intermediate person between the business of Client Service and the IT project team (part of EDS). I lead and participate in processes like: Business Requirements gathering, high-level and detailed functional analysis, business acceptance tests and business approvals.

Accounting Association
Client had difficulties with embedding their CRM application in its organization. I was asked to analyze the reasons of the low user acceptance. I conducted several interviews with employees, management and the supplier of the application, I reviewed the manuals and compared the requirements with the functionality. I advised this association to continue with the current CRM system, to have some functionality improved and to have the analysis and reporting done by someone of the support department in stead of the IT department.

Yarden Verzekeringen
This project had as goal to support with Siebel eInsurance 7.5 the service and sales processes for the Customer Contact Center and the sales force (tele and field sales). I started with analyzing the processes en remodeled them to fit the Siebel application. Next I captured the functional requirements and mapped those with Siebel’s functionalities, made Use Cases and designed all the necessary applets and views. In this role I organized and conducted workshops, interviews, Package Walkthroughs and Conference Room Pilots.

Security Transportation UK
For the UK branch I carried out a fit assessment. This means that I compared the current Siebel Field Service that is operative in the Netherlands, France and Germany with the processes in the UK. To accomplish this I went to the UK to have some interviews and described the degree of the fit.

ING insurance
For a new established Service Center Claims I was responsible for analyzing the requirements about working with insurance agents and specify these in functional requirements. Secondly, I participated in business requirements workshops for a third label (also a direct writer). Finally I was also the leading Siebel business analyst in analyzing the way how the automotive field experts do their work and how Siebel Insurance can support this. The assignment of Service Requests was a major topic.

Security Transportation
In an international setting I was involved as a Siebel business analyst in a project that had as goal to support the ATM servicing processes with Siebel Field Service 6.0. At first I was responsible for analyzing the processes and thereafter the description of the functional requirements together with managers and key users out of France, Germany and The Netherlands. Also I have described some interfaces with other applications.
At the end of the project I was involved as the project manager for a period of three months.
Finally I have been to Paris for a period of six weeks to hand over the developed solution to the French branch of the customer.

Vopak
In this international project I had the functional lead in the implementation of Siebel Sales 2000. I had to define the functional requirements and I had to oversee the configuration to make sure that all business requirements were configured in the system. I organized and facilitated user workshops to validate the prototypes.

SBA Artsen Pensioenfondsen
This was a project that had as goal to analyze and describe a new pension system including relationship management. I was responsible for describing how the Siebel application could be integrated with other applications and the back office.

DHV (consultancy and engineering)
In this project I was part-time Project leader of the customizing team for the CRM application SalesLogix and advisor of the steering committee. The customizing team consisted of 6 persons. The objectives of implementing SalesLogix were management of database marketing information, being able to do mailings in a simple way and registration of visit reports.

Employers

Capgemini Nederland B.V.; December 1999 – June 2005
From December 1999 until July 2005 I have been working for Capgemini as a managing consultant in CRM projects. I analyze the sales, marketing and/or service processes, set up the business and/or functional requirements and map these with the purchased CRM application (mainly Siebel). Fort functional designs I often make use of Uses Cases.

At Capgemini I am founder and former chairman of the Siebel Community of Practice and also founder and former chairman of the Siebel business analyst platform.

Scope marketing technology; 1997 - 1999
As project manager responsible for several implementations of the CRM application Scope Unlimited of the Dutch company Scope marketing technology. After six months I became manager of the department customer projects that consisted of 6 project managers and in that role I also became a member of the management team. I was responsible for the performance of the project managers and I assisted them in professionalizing themselves and in developing project management tools.

ACNielsen; 1996 - 1997
Account executive / consultant for AC Nielsen (supplier of marketing research data of FMCG products). Responsible for advising, managing of and selling to companies in the fields of liquor, batteries, sporting shoes, magazines and tobacco. Worked a lot with ACNielsen’s own Business Intelligence tool Inf*Act.

Koninklijke De Ruijter; 1991 – 1996
Working as marketing research manager for Koninklijke de Ruijter, leading manufacturer of bread toppings and syrups (FMCG). Responsible for everything that has to do with consumer research like advertising, product development, packaging, brand image and consumer and retail panels.

ITT Publimedia; 1986 – 1990
Career started at the Yellow Pages of the Netherlands: ITT Publimedia, which was part of ITT World Directories. I hold several analytical jobs in sales and marketing research. I developed incentive programs, made extensive surveys of several markets and I did the sales analyses for the sales channels telesales, field sales and major accounts.