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Description

I am a freelance Customer Service & Operations Manager with 20 years of experience, 5 of which in a management role.

I help companies stabilize, professionalize, and scale their customer service, both strategically and hands-on.

Companies engage me for growth, understaffing, change processes, or temporary absence of management.

✔ Interim / Freelance Customer Service Management

Managing and coaching customer service teams (5–30+ FTE).

Temporary replacement of team lead / manager.

Bringing peace and structure to busy environments.

✔ Operations & Process Improvement

Optimizing customer service processes.

SLA, NPS, and CSAT improvement.

Structuring escalation and complaint management.

✔ Hands-on support

Participating during peak periods.

Ticketing & CRM optimization.

Reporting and KPI dashboards.

🔹 MY APPROACH

I combine clear management with practical involvement.

No theoretical models, but concrete improvements that deliver quick results.

My focus is on:

clear priorities

measurable KPIs

achievable processes

motivated teams

Industry field of expertise

Languages

Dutch
Native or bilingual
English
Fluent
French
Fluent
German
Fluent

Workplace preferences

Can work on-site

Herentals (up to 50km)

Aurubis
Commercial Operations Teamleader /
BIOTECH
February 2021 - Today (5 years and 6 months)
Managing & coaching customer service teams (5 - 20 FTE). Optimizing existing processes. SLA improvements (+20%).
SAP S4HANA implementation. Hands-on support. Reporting and KPI dashboards.
Coaching Business Analysis Project Management Change Management SAP Implementation
Ecochem Int
Customer Service & Supply chain specialist
IMPORT AND EXPORT
January 2015 - January 2020 (5 years)
Herentals, Belgium
Senior customer service employee. Raw material supply, logistics processing of export & import files.
customer service logistics Transport Management

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Sofie J.

Freelance Customer Service & Operations Manager

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