CV créé le :
03/04/2018
CV modifié le :
06/10/2022
Dernière connexion :
03/08/2023
Coordonnées
******
*******
Adresse :
*** ****** ********* **** ****
Paris (75000)
Email :
*************@*****.***
Tél. :
**********
Port. :
************
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Louise Beerman, Sénior
Référence : 712557
Expériences Professionnelles
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janv. 2017
oct. 2017
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Paris, (France) Achievements/Tasks
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Secured client's confidence by being the SPOC, daily visits on site
Turned the new Tax-Free Refund system into a success story: dedicated
staff => automatic ATM's
Orchestrated daily international status calls, which resulted in Continual
Service Improvement
Collaborated with Operational Services: oversaw open Incidents
Services delivered to high end client
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juil. 2015
déc. 2016
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Netherlands/UK/France Achievements/Tasks
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Left with a training budget (e.g. ITIL training in London)
Took time out to care for a terminally ill family member
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févr. 2012
juin 2015
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Paris area (France) Achievements/Tasks
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Dramatically improved the quality of the Incident Management process
from a "just close the incident (closed in SLA time)" attitude to a "happy
customer agreeing to close the incident" process, which generated a
high value of measured great customer reviews
KPI: Reduced incidents by 20% (Self-Service)
KPI: Reduced incidents by another 5% by filtering the P1's
Developed and implemented an innovative Onboarding Click &
Download (Welcoming new clients) procedure
Ensured positive customer experience by proactively managing and
growing customer relationships
Monitored all P1-P4 Incidents to ensure resolution and reporting
CRM used: Salesforce
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oct. 2006
janv. 2012
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Amsterdam (The Netherlands) Achievements/Tasks
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Running the housing agency for expats office efficiently
SPOC
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juin 2003
sept. 2006
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Apeldoorn (The Netherlands) Achievements/Tasks
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Responsible for the implementation of technical based full life cycle
projects (respecting SLAs), approx. 2 simultaneously, produced status
reports
SPOC
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oct. 1998
mai 2003
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Rotterdam (The Netherlands) Achievements/Tasks Involved
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start to finish project management (respecting SLAs, full life
cycle: presentation=>hand over) (approx. 3 simultaneously), produced
status reports
Set up and wrote procedures, trained the business users
Informed Sales of new Business opportunities
SPOC
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févr. 1993
sept. 1998
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Brétigny s/Orge (France) Achievements/Tasks Improved, maintained
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, administrated and user supported 250
international users and UNIX Sun systems
UNIX specialist
CVI
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sept. 1992
janv. 1993
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Utrecht (The Netherlands) Achievements/Tasks
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Dramatically improved the public transport travellers service by
training/advising helpdesk staff, and ensuring support
Audited the national information points
SPOC
LANGUAGES
English
French
Dutch
German
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Incident Manager/Service Desk Follow the
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Sun Orsyp
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EUROCONTROL
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UNIX System Administrator
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Service Delivery Manager International
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ABN Amro Bank
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Diplômes et formations
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juin 2016
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ITIL Intermediate Service Operation
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sept. 1990
avr. 1991
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UNIX System Administration
- BAC+2
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Compute College Amsterdam
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Studying for Risk Management F Certification
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Compétences
ITIL, Change Management, Agile PM, IT, V2, V3 2006, UNIX
Compétences linguistiques
Centres d'intérêts
Art (favourite artist:Kees van Dongen)
Creative art workshops
Aqua biking
Classical music
City trips
Ballet
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Important
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CV actualisé il y a plus de 6 mois, certaines informations peuvent ne pas être à jour.
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