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Experienced people-manager, focused on operational excellence and customer experience. An innovator who has a passion for customer processes combined with either sustaining or preferably disruptive innovations. Reengineering businesses to cope with a fast-changing world and to capitalize on market opportunities. Interests are innovation, the Internet of Things, customer experience, big data and simplifying the experience of complexity (simplexity).


Current Experience

  • Chief Operations Officer
    Since September 2015
    Approximately 6% of the Western population suffers of sleep apnea, with severe health consequences. NightBalance introduces an active sleep position sensor that gently trains positional apnea patients not to sleep on their back, avoiding the apneas from occuring during sleep. The Sleep Position Trainer is a medical product which is currently available in 10 European countries.

Past Experience

  • Manager Operations & Logistics
    June 2015 --- August 2015
    Lead the operational execution of NightBalance strategy, delivers results on a day-to-day/quarter-to-quarter basis, directs and coaches others throughout the business and directs the development of the organization to ensure future growth.

  • Director Operations
    January 2012 --- January 2015
    Responsible for front- and backoffice, IT, process management, business development and project management. Developing short and long-term strategies and securing company objectives. Main focus on improving quality of customer experience, accelerating time-to-market of new or improved services, selecting and managing business partners, improving operational excellence and discovering new business opportunities. Achieved goals are, among others, Pegasystems implementation, SEPA implementation, Parking with MKB Brandstof app release, new customer portal and customer processes design and implementation of customer service tooling.

  • Customer Care Manager
    September 2011 --- January 2012
    Responsible for front- and backoffice

  • Change Manager
    March 2011 --- August 2011
    Responsible for improving internal and external processes. Advising and reporting to the Director of Operations and Account. Main focus on improving quality of customer contact and cultivating employability of employees.

  • Contact Centre Manager
    September 2008 --- March 2011
    Responsible for both Contact Centre’s, one in Delft and one in Leiden. Advising and reporting to the Director of Operations and Account. Main focus on quality and productivity, senior account management and operational excellence.

  • Middle-management
    November 1999 --- February 2007
    Responsible for several teams in different focus areas of customer service, sales or retention with both national as international teams. Always focused on improving team results by enabling team members or changing business processes.


LinkedIn Assessment :
managementCoachingCustomer ExperienceOperations ManagementChange ManagementProcess ManagementProject ManagementBusiness Process ImprovementStrategyOutsourcingCommunicationCreativityCustomer SatisfactionTeam ManagementContact Center ManagementInterim ManagementManagement ConsultingEnthusiastBusiness Process ManagementMicrosoft OfficeDigital InnovationDigital StrategyOperational ExcellenceCustomer Intimacy


  • in Cognitive Artificial Intelligence (CKI) from University of Utrecht in 2000

Area / Region

Rotterdam, Netherlands


Driving License
  • Yes