Kurt Tilkin

Current

• Co-owner & founder at bloemschikshop.com
• Operations Manager (senior Level) at SITEL

Past

• Telesales Supervisor at XEROX
• Customer Care Manager BeLux at Tiscali
• Operational Support & Quality Manager at Tiscali

• Operational Support Manager at Yucom
• Sales Manager Webservices at Belgacom

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Education

• Sitel
• Syntra Brussel
• SYNTRA Leuven

• SYNTRA Leuven
• Red Cross
• VDAB Haasrode
• CEVORA
• UNIZO Leuven
• VDAB Haasrode
• Centrum Levende Talen (K.U.Leuven)
• XEROX Academy Aubay, France
• Centrum Levende Talen (K.U.Leuven)
• Katholieke Universiteit Leuven
• Sint jan Berchmans College Genk

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Recommended

7 people have recommended Kurt

Connections

200 connections

Industry

Telecommunications

Kurt Tilkin’s Experience

• Co-owner & founder

  bloemschikshop.com

  (Consumer Goods industry)

  April 2009 — Present (9 months)

  E-commerce webshop to sell floral foam and other accessoiries for arranging flowers.
  
  Targeted at B2B (architects, ...) and B2C (professional or not) markets in the Benelux regio together with my partner.
  
  I am responsible for the financial, marketing (SEO and SEA) and technical part (hosting and daily management content), my partner is the buyer and creative mind of the corporation.

• Operations Manager (senior Level)

  SITEL

  (Privately Held; Outsourcing/Offshoring industry)

  June 2004 — Present (5 years 7 months)

  * Currently Operations Manager responsible for the startup for the Outbound B2C Truvo project in Geel and Diegem.
  
  My role and function is very broad with a lot of tasks that can be categorised in these three fields of expertise:
  - Direct Manager and point of escalation for a team of Advisors and Non-Advisors (typically Team Managers, Quality managers, planning, ...) in order to achieve the pre-defined Key Performance Indicators and operational targets,
  - Financial responsibility going from making budgets, daily followup on figures and reports to making invoices,
  - SPOC for client- and internal contacts through mail, meetings and conversations and final responsible for reportings.
  
  Started in 2004 on Junior Level, I am an Operations Manager at senior Level since 2007.
  
  I have had the honour to be Manager of the following projects as a Operations Manager / Delivery Manager (old title) :Cisco B2B presales support (Nov 2008 - Oct 2009); Linksys (Nov 2008 - Oct 2009); Telenet (Jan 2008 - Oct 2008); SONY VAIO Link (Jan 2007 - Jan 2008); SONY Belgium (Jan 2007 - Jan 2008); NUON (Oct 2007 - Jan 2008) (in Secondment Model); Johnson Control (Oct 2007 - Jan 2008; Nov 2008 - Oct 2009)) (Secondment Model); Mobistar (Dec 2005 – Dec 2006); (SN) Brussels Airlines (Jun 2004 - Sept 2007).
  
  * Assisting and coaching in several smaller projects (Pioneer, Proximus, Sony, ...) and special projects (Tsunami1212, HOOP and PeeCeeFoBie)

• Telesales Supervisor

  XEROX

  (Public Company; 11-50 employees; Consumer Goods industry)

  October 2003 — June 2004 (9 months)

  - Implementation of the new telesales strategy & marketing plan of Xerox Europe within the biggest concession of Belgium (D&O Partners in Brussels) to attack the ‘volume market’ of printers-copiers-faxes-scanners.
  - Daily coaching of a team of 4 telesales agents and one administrative person.

• Customer Care Manager BeLux

  Tiscali

  (Public Company; 51-200 employees; TISN; Telecommunications industry)

  May 2002 — May 2003 (1 year 1 month)

  - Manager of the internal front- and back office (50-60 agents) and external call centres (up to 50 agents).
  - Improve both the quality and capacity of the Helpdesk by creating procedures, SLA and KPI, and incorporate previous outsourced activities from Yucom, Tiscalinet and Wanadoo.
  - Development of new Business plans with co-sourcing, new IVR, …
  - Contact person within Tiscali for all abuse and complaint cases and official representative towards most legal judicial organisations for these issues.

• Operational Support & Quality Manager

  Tiscali

  (Public Company; 51-200 employees; TISN; Internet industry)

  August 2001 — May 2002 (10 months)

  - Focus on ‘solving all interdepartmental problems that needed solving’,
  - Building procedures, SLA and KPI between Customer Services, Operations and all other departments. Within Tiscali.be
  - Involved as a project manager in some projects from Tiscali International Corporate to streamline the newly created Belgian subsidiary.
  - As one of four project managers I was busy with installing the new Tiscali technical platform in Belgium with a focus on preventing any customer impact.

• Operational Support Manager

  Yucom

  (Privately Held; 11-50 employees; Internet industry)

  January 2000 — July 2001 (1 year 7 months)

  - One of three people within the customer Care department of Yucom, the Belgian free Internet provider of British Telecom and the BBL (ING-Group)
  - Daily management of the outsourced helpdesks from the launch of Yucom.
  - Contact person for the other departments within Yucom and partners.
  - Other dedicated tasks included the daily handling of all abuse cases and complaints and final quality checks before launches of new services

• Sales Manager Webservices

  Belgacom

  (Public Company; 1001-5000 employees; BELG; Telecommunications industry)

  September 1998 — January 2000 (1 year 5 months)

  - Selling several E-commerce products, such as Website Hosting, email, web statistics and managing several big projects.
  - Spending a lot of time in after sales, co-ordinating an administrative and operations team, together with the creation of a technical helpdesk.
  - Introducing new products and looking at the market evolution

Kurt Tilkin’s Education

• Sitel

  COPC High Performance Management Techniques 2009 — 2009

  Activities and Societies:

  Propriety training of COPC Inc (Customer Operations Performance Center) for Contact Center Excellence

• Syntra Brussel

  Ondernemer E-Commerce 2008 — 2009

• SYNTRA Leuven

  Webmaster 2007 — 2008

• SYNTRA Leuven

  Bedrijfsbeheer 2006 — 2006

• Red Cross

  Certified , Company First Aid helper , April 2005 — April 2005

• VDAB Haasrode

  Inleiding Boekhouden April 2005 — April 2005

• CEVORA

  Managen en aansturen van een groep leidinggevenden 2004 — 2004

• UNIZO Leuven

  Starterscursus zelfstandig ondernemen 2004 — 2004

• VDAB Haasrode

  Dreamweaver MX2004 2004 — 2004

• Centrum Levende Talen (K.U.Leuven)

  Italian, 2nd year 2003 — 2004

• XEROX Academy Aubay, France

  Telesales Management 2003 — 2003

• Centrum Levende Talen (K.U.Leuven)

  Italian, 1st year 2002 — 2003

• Katholieke Universiteit Leuven

  Master , Law , 1989 — 1998

  Activities and Societies:

  Member of the praesidium of the VRG (Vlaams Rechtgenootschap) in Leuven for several years

• Sint jan Berchmans College Genk

  1983 — 1989

  Activities and Societies:

  1987-1989: Involved in the Student Parliament of the Sint-Jan Berchmans College, Genk, Belgium

Additional Information

Kurt Tilkin’s Honors:

* Telenet performance Award - 2008 - Telenet project - SITEL
* "Individual Exceptional Performance Award" - 2006 - Mobistar project - SITEL
* "Team Performance Award" - 2006 - Mobistar project - SITEL

* Special presscoverage for 'Monitor Kurt' during the tele-thon for Tsunami1212 when I was the coach on the floor for more then 200 Belgian celebrities who were taking calls, including the belgian prime minister and several TV and local celebrities.

* "Sales Improvement Award - 1998/1999 - Belgacom Multimedia & Infohighways