Margit Koch

Past

• Interim Senior Supervisor Sales at UPC Nederland
• Quality Control Management Sales a.i. through MRTO Management at UPC
• Team Manager Customer Care at Ziggo

• Supervisor Customer Care at CASEMA
• Self-employed at Dutchart
• Manager at Content Executive BV
• Manager Technical Staff at Content Uitzendbureau BV
• Office Manager Technical Staff at Content Uitzendbureau BV

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Education

• The Open University
• Universiteit Leiden
• Experienced knowledge on call center applications: WFO, CMS AVAYA, Total View, Oracle Business Suite

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Recommended

8 people have recommended Margit

Connections

107 connections

Industry

Telecommunications

Websites

• My Company

Margit Koch’s Summary

Operational Management customer care, sales, retention.
Projectmanagement, Quality Assurance or controlmanagement.
Especially interested in new media or technology: for instance internet or likewise related, international banking, travel oriented businesses.
Other: People manager with expertise in a wide variety of businesses.

Margit Koch’s Specialties:

Operational Call Center management: Sales, Retention, Customer Care. Crisis management. Projectmanagement. Quality Assurance or control management. Recruitment call center staff. Career development. Coaching in the area of personal effectiveness increase.

Margit Koch’s Experience

• Interim Senior Supervisor Sales

  UPC Nederland

  (Telecommunications industry)

  November 2008 — July 2009 (9 months)

  • Development and implementation of sales-promoting projects.
  • Responsible of implementation of new projects, campaigns and incentives.
  • Manage call drivers and set actions in motion accordingly.
  • Structure and implement Traffic Management Sales Department.
  • Operational management Sales Department.
  • Develop quarterly and yearly plans.
  • Coaching of supervisors on structural quality and efficiency of calls.
  • Training of supervisors in the field of quality assessment and reports.
  • Check weekly Supervisor reports.
  • Assist Supervisors and train time management of Supervisors.
  • Periodic presence of Supervisors team meetings
  • Train Senior Representatives on new tasks; motivate them to achieve teambuilding spirit.

• Quality Control Management Sales a.i. through MRTO Management

  UPC

  (Public Company; LBTYA; Telecommunications industry)

  July 2008 — October 2008 (4 months)

  Structure and implement hiring-, training- and evaluating processes of callcenter staff Sales Inbound/Outbound;
  Structure Quality Monitoring Standards;
  Achieve structual quality improvement according SLA's;
  Achieve structual coaching improvement Teammanagement according SLA's;
  Achieve efficiency sales-rate according SLA's.

• Team Manager Customer Care

  Ziggo

  (Privately Held; Telecommunications industry)

  January 2005 — July 2008 (3 years 7 months)

  Team Manager Customer Care and Service Center;
  Accompaniment, coaching, training and appraisal of (new) agents, including commercial and retention.
  Planning training programmes and content responsibility.
  Responsible for quality control and report.
  Responsible for acquiring set servicelevels and KPIs.
  Trafficmanagement
  Special projects Customer Service : Retention.

• Supervisor Customer Care

  CASEMA

  (Privately Held; 1001-5000 employees; Telecommunications industry)

  January 2003 — December 2004 (2 years)

  Quality control and report.
  Coaching, training and accompaniment (new) agents.
  Planning and carrying out training programmes.
  Retention (outbound/inbound).
  Guarding servicelevels.

• Self-employed

  Dutchart

  (Fine Art industry)

  June 1996 — January 2003 (6 years 8 months)

  Recommendation, sale and conciliation of art for companies and individuals. From 2003 mainly online sales.
  Marketing plans and budgetting.
  Acquisition and management (new) clients.
  Selecting artists and art.
  Art consultancy: Business to business.
  Organise art events and carry out workshops.
  Internet sales and marketing.

• Manager

  Content Executive BV

  (Public Company; 501-1000 employees; Human Resources industry)

  January 1990 — June 1996 (6 years 6 months)

  Expertise; specialised in jobfinding/ jobsearching for executives and higher trained staff.
  Tasks and activities;
  General company organisation, staffmanagement, marketing and commercial management.
  Financial planning and budget control.
  Development trainee-programs.
  Acquiring and training.
  Presentations, readings and lecturings re. fieldexpertise.
  Managing government assigned projects.

• Manager Technical Staff

  Content Uitzendbureau BV

  (Public Company; 201-500 employees; Staffing and Recruiting industry)

  November 1984 — January 1989 (4 years 3 months)

  Responsible for recruitment and detachment of technical staff nationwide.

• Office Manager Technical Staff

  Content Uitzendbureau BV

  (Privately Held; 201-500 employees; Staffing and Recruiting industry)

  January 1982 — November 1984 (2 years 11 months)

  Responsible for recruitment and detachment of temporal work force on a regional level.

Margit Koch’s Education

• The Open University

  Business Administration and Management 1994 — 1997

  Parttime studies; In completion of other studies during carreer.

• Universiteit Leiden

  French 1981 — 1983

• Experienced knowledge on call center applications: WFO, CMS AVAYA, Total View, Oracle Business Suite

  Experienced knowledge on call center applications: WFO, CMS AVAYA, Total View, Oracle Business Suite, Clarify, Qfiniti, COPC quality control management.and Office applications as excel, access, word, powerpoint.

Additional Information

Margit Koch’s Websites:

• My Company

Margit Koch’s Contact Settings

Interested In:

• career opportunities
• consulting offers
• new ventures
• job inquiries
• expertise requests
• business deals
• reference requests
• getting back in touch