À propos de Mojez
Ik help organisaties bij het structureren en verbeteren van hun customer service- en customer support‑operaties door ideeën om te zetten in gecontroleerde, meetbare actie.
Sterke ideeën ontstaan vaak onverwacht: tijdens gesprekken, in overlegmomenten of rechtstreeks vanuit de frontlinie. Te vaak blijven die ideeën echter liggen door onzekerheid, angst om te falen of een gebrek aan structuur. Mijn rol is om die kloof te overbruggen en ideeën daadwerkelijk in beweging te brengen.
Ik werk hands-on en pragmatisch, met focus op:
Gecontroleerd experimenteren
Duidelijke en relevante metingen
Iteratief leren
Praktische implementatie
Vanuit mijn uitgebreide managementervaring neem ik ook graag tijdelijk een leidinggevende rol op als interim manager. Ik zorg ervoor dat de opdracht doelgericht wordt aangepakt, met aandacht voor structurele verbeteringen en actieve ondersteuning van het team. Zo verloopt de transitie na afloop van de opdracht vlot en duurzaam.
Elke opdracht zie ik als een vorm van vertrouwen dat mij wordt toevertrouwd. Dat vertrouwen vertaal ik naar betrokkenheid, resultaat en een samenwerking die ook leidt tot tevredenheid bij de klant.
Français
Notions
Néerlandais
Capacité professionnelle complète
Anglais
Capacité professionnelle complète
Accepte de travailler sur site
Antwerpen (jusqu’à 40 km), Brussel (jusqu’à 40 km)
Expériences
- ZF Digital SolutionsGlobal Head of Customer Services SCALARTRANSPORTSjanvier 2024 - janvier 2026 (2 ans)Ieper, Belgique• • Led global customer service operations (1 st and 2nd line) across EMEA, India and initiate the setup of new support centers in North and South America.• • Supported a diverse customer base including strategic accounts, fleet operators, small customers, field service teams and sales teams for the full life cycle (including Pre-sales and RFP/RFQ).• • Manage escalations (mainly at customer C-level), downtime incidents and product quality challenges across a broad portfolio of digital services and hardware products.• • Guide customers through system migrations and adoption of new digital platforms (fully Cloud-based).• • Develop additional support SaaS services such as improved support portals, self‑service systems and health dashboards.• • Drive customer satisfaction through structured processes, quality control, and• • Equipped 1st‑line teams with the necessary tools (including an in-house driven AI solution) and information to resolve customer issues as quickly as possible, hereby significantly improving our first‑call resolution rate.• • Launched innovative services including technical account management, strategic customer support, improved reporting, and enhanced quality measurement systems (NPS -> CSAT + CES).
- ZF Digital SolutionsCustomer Service leaderTRANSPORTSjanvier 2017 - janvier 2024 (7 ans)Ieper, Belgique• • Supported a diverse customer base including strategic accounts, fleet operators, small customers, field service teams and sales teams for the full life cycle (including Pre-sales and RFP/RFQ).• • Manage escalations (mainly at customer C-level), downtime incidents and product quality challenges across a broad portfolio of digital services and hardware products.• • Guide customers through system migrations and adoption of new digital platforms (fully Cloud-based).• • Develop additional support SaaS services such as improved support portals, self‑service systems and health dashboards.• • Drive customer satisfaction through structured processes, quality control, and• • Equipped 1st‑line teams with the necessary tools (including an in-house driven AI solution) and information to resolve customer issues as quickly as possible, hereby significantly improving our first‑call resolution rate.• • Launched innovative services including technical account management, strategic customer support, improved reporting, and enhanced quality measurement systems (NPS -> CSAT + CES).
- NalysAssociate Managing DirectorCONSEIL & AUDITdécembre 2014 - mai 2017 (2 ans et 5 mois)Brussel, Belgique• • Improve quality and performance of consultants at customers. Improve company culture to cope with current attrition issues (build a team). Hire, training various functions e.g. project managers, architects to secure Solutions roadmap.• • Develop different business models (with P&L responsibility) to monetize the technical capacity with the HW and SW teams (Solutions development) by internal technical development and collaboration within the technology eco-system.• • Develop and roll-out customer tailored projects (TaaS – Technology as a Service)Major Achievements• • Designed
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Formations
- Project Management Global Solutions Best Practices in Project Management - Training for Trainers2013Project Management Global Solutions Best Practices in Project Management - Training for Trainers
- HR Innovation training: How to set the scene for Innovation –Verhaert – Masters in Innovation®2013HR Innovation training: How to set the scene for Innovation –Verhaert – Masters in Innovation®