An experienced senior leader, with an impressive skill set and a proven track record of delivering business results in the Service Delivery, Customer Service and After-Market Services sectors. I possess strong strategic and commercial aptitude gained from leadership positions across the world. 

My strengths include driving profitability through improved cost management and introducing customer focused professional services, building and leading high performing diverse teams and my dedication to delivering an outstanding Customer Experience. I have a great deal of experience in developing and implementing multi-channel customer support as well as return and repair avoidance solutions.


With a successful history of managing mutually beneficial Client relationships and achieving continuous improvement in service delivery and operational efficiency, I am a problem solver, with an attention to detail and a great deal of experience in managing change. 

With many years exposure to complex international operations and culturally diverse teams; I would be happy to talk about my experiences and share my thoughts.

As an ambitious and self-motivated person, who is searching for advancing his career and make his own future; I would have the pleasure to apply for a job opportunity and to join your team in the way to achieve the best of success.

Vendor Management, Cross-functional Team Leadership, Change Management, Operations Management, Program Management, Customer Service, Strategy, Project Management, Team Management, Process Improvement, Incident Handling, Leadership, Reverse Logistics, Mentoring Of Staff, Customer Experience, Integration, Project Coordination, Intercultural Communication, Stakeholder Engagement, People Management, SAP, Global Deployment, Logistics, IT Operations, Customer Interfacing, Priority Management, Service Implementation, Business, Remote Management, Implementation Of Projects, Common Sense, Decisiveness, Operations Leadership, Call Center Development, Aftersales, Remote Infrastructure Management, Leading Large Teams, Issues Resolution, Business Awareness, Escalation Management, Conceptual Modeling, International Business Consulting, Advising People, Food Industry, Food Technology, Food Quality, Food Manufacturing, Food Safety, Magento

01-06-2015 tot present Co Owner- Responsible for the After Sales Management at www.greekfoodtales.com

01-01-2013 tot present
Consulting/ Freelance-> After Sales Management Strategy – Consulting/ Freelance January 2013 to present
Consulting companies on After Sales Management and staff management in Customer Care, Customer Service and Supply Chain (Reverse Logistics included) areas.

01-11-2012 tot 31-12-2012
IBM Global Services-> After Sales management – Consultancy work November 2012 to December 2012
Consultancy job providing advice on best leading practices in After Sales Management which resulted delivering Care Solutions for end to end support on the After Sales network

01-11-2010 tot 30-04-2012
Nokia Netherlands-> ICM (Information and Capability Management) - Global Program Manager November 2010 to April 2012
Project Management of the CORS (Care Online Repair System); Project Deployment & Change Management.
Key Achievements:
- Successful deployment of CORS in 5 key markets
- CORS project delivery On-Time & On-Budget
- CSAT ( Customer SATisfaction) increased by 30%

01-03-2008 tot 31-10-2010
Nokia Netherlands-> Care Global Program Manager ( Nokia Care) March 2008 to October 2010
Program Manager of the ICON ((Integrated Care EnvirONment) Program and active Role as a Change Manager for the Global deployment of the CaFE web tool. Team member of the Vendor Excellence project and member of the Steering Group for the Regional Care Reporting (RCR)
Key Achievements:
- Delivered a scalable solution that supported warranty population of 10x current warranty levels.
- Enabled a variety of Care business models to be supported post Global deployment.
- Achieved 80M $ in Annual savings.
- Simultaneous management of the Service Excellence Program that resulted in huge savings in warranty cost but was also the baseline to build new and more customer focused operations.

01-02-2007 tot 29-02-2008
Nokia Netherlands-> Care Global Program Manager( Nokia Markets) February 2007 to February 2008
Responsible for managing a portfolio of projects as part of the Service Efficiency program. The overall objective of the Service Efficiency Programme was to save 120 M€ p.a. in operational expenditure. Team member of the Vendor Excellence project and member of the SG for the Regional Care Reporting (RCR)

01-02-2005 tot 31-01-2007
Apple Netherlands-> EMEA BPR Manager (AppleCare) February 2005 to January 2007
Responsible to lead the implementation of product & programs within the AppleCare-EMEA region and to consult the Apple Services & Product marketing area on possible impacts of product features on business processes and service levels. In this role I worked closely together with my counterpart in the World Wide Program Office. I act as the inbound and outbound escalation path for reoccurring product & program issues as well as for reoccurring service level issues. I managed 4 employees ( Project Managers) in 3 different countries.
Key Achievements:
- 15M $ Annual savings on transportation (part of a project in 2004-2005)
- Supported the building and implementation of the "Change Office", consisting of a team of 20+ experienced project managers spread across eight countries that served as an internal consultancy to the Worldwide AppleCare organization.
- Delivered global PS8 CRM implementations, global SAP implementations (FICO, MMPP, SM, SD, BW, APO), and custom Web Objects application implementations and change management

01-02-2001 tot 31-01-2005
Apple Netherlands-> Channel Business Processes& Systems Manager (AppleCare) February 2001 to January 2005
Responsible for managing, planning and communicating project and enhancement activities. Oversee all aspects of project management: scope definition, timelines, budget, resource allocation. I managed small to large projects including cross-functional and global initiatives like deployment of SAP and Web tools used by end users, Back office and Contact center teams. I managed 4 employees ( Project Managers) in 3 different countries.

01-08-1997 tot 31-03-1998
Apple Apeldoorn-> Finished Goods (FG) Order management Support (Ops team) August 1997 – March 1998
Responsible for FG order flows to IMC (Independent Marketing Countries) countries. Worked with the countries to ensure smooth delivery of goods and on ideas for improvements.

01-04-1997 tot 31-01-2001
Apple Netherlands->EMEA Service Order Management, Manager (AppleCare) April 1998 – January 2001
Managed a team of 7 employees to support customers ( Service Providers ) on the EMEA region.
Key Achievements:
- Successful cost reduction by centralizing core activities (head count reduction mainly)

01-08-1991 tot 31-07-1997
Apple-Apeldrron-> Production Supervisor August 1991 – July 1997
Backup Manager Act as backup Production Manager in event of holidays/ sickness, etc.