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Rodney Falix
Curriculum vitae
Berlagestraat 39
6412ZX, Heerlen
The Netherlands
T +31652692071
B [email protected]
Í www.rodneyfalix.nl
Education
2009–2010 Philipse business school.
POST HBO contact center management
2001–2002 Microsoft Certified System Engineer.
Microsoft certified professional modules obtained
1991–1993 Verolme IJsselmonde Welding.
Obtained certificates for electric welding as well as TIG and MIG/MAG welding
1986–1991 Charles de Foucauld MAVO.
Obtained MAVO diploma
Courses
{ Course Microsoft Office
{ Course Microsoft Excel Advanced
{ Course Assertiveness
{ Course Style and Etiquette
{ Course Conflict Management
{ Course Presentation Techniques
{ Certificate COPC High Performance { Certificate Microsoft Certified ProfesManagement Techniques
sional
{ Course HIKO Key Account Management
Work Experience
2012–Present Accountmanager EMEA, Teleperformance.
As the EMEA accountmanager I am responsible for the EMEA performance delivery according
to the contractual statement of work and provide operational excellence. Working closely
with our local operations managers across 7 sites in CEMEA for one of our top global clients
which is one of the largest software manufacturers in the industry
2008–2012 Business unit manager, Teleperformance UPC account.
As business unit manager I play a crucial role between management, work floor and clients
of the customer contact center. I ensure that the quantitative and qualitative goals are
realised, taking into account the monthly plans. Under my supervision the UPC account
has grown into a strong and stable partner. The productivity has increased by an average of
20% causing the margin to increase by 13% in 2009. Moreover, during this time period the
absenteeism decreased with 5%. These results are partially realised by leading and coaching
an operational team well. My leadership qualities and organisational skills played a big part
in this.
2006–2008 Business unit manager, Teleperformance Ziggo account.
As business unit manager at the Ziggo account I was responsible for the daily operational
managing of my staff team which consisted of 5 supervisors and a project manager. The
main focus was to obtain my set-up service level agreements. Due to this I was responsible
for the implementation of a workforce management tool aspect. Implementing workforce
management has been an important development, for me personally as well as for Teleperformance, which lead to the Ziggo account finding a right balance between productivity,
effectiveness and quality.
2005–2006 Senior Teamleader operations, Teleperformance @Home account.
As senior team leader operations I was responsible for managing a staff team consisting
of 10 FTE. Moreover, I was an operational point of contact for my fellow team leaders
and I provided steering and coaching to the second level service employees. Operationally
responsible for realising the qualitative and quantitative goals. Set up and provide proper
guidance to personal development projects.
2004–2005 Program management officer, Teleperformance HP account.
As program management officer I was responsible for guarding and directing of the change
management process in our European branches in England, Sweden and The Netherlands.
New processes introduced by our client were first analysed and a project plan was developed
based on the analysis. Monitoring the succession of the project plans, daily interaction
and eventually a transfer by means of an official handover to the operational responsible
manager.
2003–2004 Mentor consumer imaging producten, Hewlett Packard.
As mentor I was responsible for supporting the first line service agents on the subject of
technical HP consumer products and the HP support processes. Provide feedback about
production errors of the HP products. Monitoring client satisfaction results and provide
feedback to the first line service employees. Performing and monitoring traffic management
tasks.
2002–2003 Customer Service Advisor, Hewlett Packard.
Handling inbound technical support contacts for all HP imaging consumer products. As
client contact service employee I was responsible to resolve the clients issues. The client’s
problem became my problem, with this mindset I always achieved a high and stable customer
satisfaction score.
1995–2001 Full Professional football player, MVV Maastricht.
1993–1995 Semi Professional football player, Sparta Rotterdam.
Languages
Dutch
English
French
German
Native
Fluent
Basic
Basic
Extracurricular Activities
{ Youth football coach
{ Football
{ Traveling
Profile
{ Results-oriented
{ Team-player
{ Customer-oriented
{ Go-getter
{ Proactive
{ Constructive
{ Objective
References
Available upon request