Wim Rampen

Current

• Project Leader CCC Contact Avoidance, First Contact Resolution & Channel Management Project at Univé-VGZ-IZA-Trias (UVIT) group
• Managing Consultant at Contact Center Intelligence (i.o)

Past

• Consultant Outsourcing Contract at CanalDigitaal
• Business Unit Manager Customer Services at Arvato Services
• Commercial Manager at Arvato Services

• Key Account Manager at Arvato Services
• Project Manager / Business Analyst at Arvato Services
• Consultant at Foodstep
• Trainee at Center Parcs

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4 more...

Education

• London Business School
• Universiteit Utrecht
• Willibrord Gymnasium

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Recommended

3 people have recommended Wim

Connections

305 connections

Industry

Management Consulting

Wim Rampen’s Summary

My professional goals is to help my Clients achieve substantial and sustainable improvements in the performance of their Customer Care processes and Customer Contact Centers,

and

to assist my Clients in the development of innovative Customer Care strategies, that result in higher profits and competitive advantage.

Experience summary
> 12 years of work experience, of which > 8 years in Customer Services / Contact Centers in international environment;
> 6 years (operational) managerial experience, of which > 4 years on Business Unit level and 2 years as end-responsible for inbound, multi-client, (partly) multi-lingual and multi-channel Contact Center of 400+ seats.

Industry experience:
Financial Services, Health Insurance, Energy, Public Services, Publishing, Homeshopping, Consumer Electronics, Lottery, Entertainment, Leisure, Foodservice.

Wim Rampen’s Specialties:

Customer Care / Contact Center specialties:
- Performance Improvement
- Quality Improvement & Cost Reduction
- Volume Reduction / Contact Avoidance
- First Contact Resolution improvement
- Client Satisfaction improvement
- Customer Care Strategy development
- Front & Backoffice integration
- Outsourcing (Vendor Selection / Contracting / Management)

Wim Rampen’s Experience

• Project Leader CCC Contact Avoidance, First Contact Resolution & Channel Management Project

  Univé-VGZ-IZA-Trias (UVIT) group

  (Insurance industry)

  March 2009 — Present (10 months)

• Managing Consultant

  Contact Center Intelligence (i.o)

  (Management Consulting industry)

  January 2009 — Present (1 year )

  Innovating the Customer's Service Experience

• Consultant Outsourcing Contract

  CanalDigitaal

  (Privately Held; Broadcast Media industry)

  March 2009 — May 2009 (3 months)

• Business Unit Manager Customer Services

  Arvato Services

  (Privately Held; Outsourcing/Offshoring industry)

  February 2007 — January 2009 (2 years )

  http://www.linkedin.com/companies/bertelsmann
  http://www.linkedin.com/companies/arvato-services
  
  Arvato Services is de service provider van Bertelsmann. Bertelsmann is een toonaangevend internationaal mediaconcern. Het bedrijf is actief op het gebied van uitgeverijen (Random House), entertainment (SONY BMG), TV (RTL Group), tijdschriften (Gruner + Jahr), boekenclubs (ECI) en communicatie services (Arvato).
  
  Arvato AG is vertegenwoordigd in meer dan 47 landen en is o.a. de grootste customer services provider van Europa. Arvato AG realiseerde over 2006 een omzet van 4,8 miljard euro en heeft circa 50.000 medewerkers. Arvato Services biedt zijn klanten een complete dienstverlening op het gebied van communicatie met klanten. Arvato neemt een bijzondere positie in op het gebied van inrichting, regie en het uitvoeren van communicatieprocessen.
  
  Arvato Services werkt voor een groot aantal toonaangevende Nederlandse en internationale bedrijven, waaronder energieleveranciers, loterijen, de IT-sector, zorgverleners, financiële dienstverleners en telecommunicatiebedrijven.

• Commercial Manager

  Arvato Services

  (Privately Held; 10,001 or more employees; Outsourcing/Offshoring industry)

  May 2006 — February 2007 (10 months)

• Key Account Manager

  Arvato Services

  (Privately Held; 10,001 or more employees; Outsourcing/Offshoring industry)

  November 2004 — May 2006 (1 year 7 months)

• Project Manager / Business Analyst

  Arvato Services

  (Privately Held; 10,001 or more employees; Outsourcing/Offshoring industry)

  September 2000 — October 2004 (4 years 2 months)

• Consultant

  Foodstep

  (Privately Held; 11-50 employees; Management Consulting industry)

  1998 — 2000 (2 years )

• Trainee

  Center Parcs

  (Public Company; 10,001 or more employees; Leisure, Travel & Tourism industry)

  1996 — 1998 (2 years )

Wim Rampen’s Education

• London Business School

  Emerging Leaders Programme September 2003 — November 2003

• Universiteit Utrecht

  Master , Business Law , September 1991 — May 1996

• Willibrord Gymnasium

  1984 — 1990

Additional Information

Wim Rampen’s Groups:

•    Alumni of London Business School
•    Call'm
•    Coniche
•    St.- Willibrord Gymnasium
•    Customer Experience Management
•    Contact Center Managers Association
•    Customer Experience Management Professionals
•    CRM Association.nl
•    BP Group
•    DCCP - Dutch Contact Center Panel
•    Masters of Customer Engagement
•    Service Design Netwerk Nederland
•    SocialCRM
•    Customer Driven Innovation
•    Customer Management IQ
•    Food Inspiration

Wim Rampen’s Honors:

2008: Dutch National Contact Center Award 2008 winner in the category Partnership (On business case with ABN AMRO Transaction Banking Corporate Client Service EMEA)

Wim Rampen’s Contact Settings

Interested In:

• career opportunities
• new ventures
• job inquiries
• expertise requests
• reference requests
• getting back in touch