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Summary

Drive Deep and Lasting Change!

Dear Madam,

Dear Sir,

You are looking for change management?   I can help you to Drive Deep and Lasting Change.

I have a multi-cultural background; brought-up as an expat (Sweden, Taiwan, Belgium) and educated in three different school systems (Swedish, American and Belgian).   During my career, I have always worked in international organizations and managed multi-cultural teams. 

With managing change as the common denominator of my career in both operational and dedicated Project/Program Manager roles, I offer my experience, skills and passion to support change programs in multinational environments.

By means of an extensive ‘toolbox’ of methodologies, principles and concepts, I tailor the ‘way-of-working’ to the situation, the cross-functional landscape and the People that will make the change last.

With my experience and passion, I trust I can support you with your change management projects. 

Let’s meet to further elaborate on how I will bring value to your change projects!

Sincerely Yours,                   

Ulrika Areskoug

 

 

Experiences

Past Experience

  • Continuous Improvement Manager Woluwe-Saint-Lambert, Belgium
    September 2016 --- September 2017

    Subsidiary of a French worldwide solution provider for in-store, mobile and online payment solutions.

    Client Operations, Continuous Improvement Manager (Sep 2016 – Sep 2017)

    Responsibilities

    • Improve customer experience: drive operational quality management, organize and give training, define and improve processes and ways of working

    Key personal contributions

    • Implemented Customer Experience (CXI) surveys and drive cross-functional corrective actions
    • Managed the implementation of the Client Operations training strategy

  • Customer Care Coach Woluwe-Saint-Lambert, Belgium
    March 2016 --- September 2016

    Customer Service Coach

    Responsibilities

    • Identify the pain points and required actions to ensure exceptional Customer Care

    Key personal contributions

    • Defined the project for a new training strategy for new hires and experienced agents
    • Managed the optimization of the Standard Operating Procedures (BPMN)

     

  • Customer Service Manager Tilly, Villers-la-Ville, Belgium
    May 2015 --- December 2015

    Subsidiary of a Canadian multinational.  Production plant active in recycling metals, refining rare metals and producing metal derivatives.

     Customer Service Manager                                     

    Responsibilities

    • Manage the customer order to cash process
    • Responsible for the purchase administration and logistics of metals and alloys

    Key personal contributions

    • Coordinated the transfer of a product line to a sister plant before a local restructuring

  • Customer Service Manager Zaventem, Belgique
    March 2013 --- March 2015

    EMEA subsidiary of a US multinational manufacturing and distributing equipment and disposables used in blood cell therapy worldwide

     

    Responsibilities

    ·         Managed a team of 26 (Customer Service Coordinators, Master Data, Contract Administration and SAP System Experts)

     

    Key personal contributions

    ·         Structured the team, put in place team-leads and established a Service Level Agreement improving service to the customer and operational effectiveness

    ·         Established a departmental career path giving the team perspective and development possibilities

    ·         Developed a simplified ‘project management’ process for cross-functional continuous improvement initiatives with the team

    ·         Optimized Sarbanes and Oxley control processes to reduce effort as well as audit non-conformities

     

    ·         Implemented paperless order-to-cash process to improve operational efficiency and reduce costs

  • Customer Service Manager Nivelles, Belgique
    January 2012 --- February 2013

    EMEA subsidiary of a US multinational manufacturing and distributing power transmissions for industrial, military and marine applications worldwide

    Responsibilities

    ·         Managed a team of 13 (Customer Service Spares, Customer Service Units, Logistics,  Spare Parts Warehouse)

    Key personal contributions

    ·         Structured the team developing a cross-role cooperation to ensure back-up structure, service level, continuous improvements and shared learning

     ·         Member of the management team: developed cross-functional cooperation between departments (production, pricing, finance, purchasing, shipping) 

  • Marketing Manager Villers-la-Ville, Belgique
    March 2009 --- December 2011

    Belgian HQ offering professional drilling, sawing and grinding diamond tools and machines to the industrial and construction industries worldwide.

     Responsibilities

    ·         Managed a team of 2

    ·         Developed communication material, newsletter, corporate identity

    ·         Organized exhibitions and events

    Key personal contributions

    ·         Elaborated the 2010 -2012 Marketing Plan based on the strategic direction.

    ·         Managed the renewal of the corporate identity

    ·         Developed the European Diamond University concept 

    ·         Project Manager of the cross-functional team for the new ERP implementation

  • Customer Service Manager Villers-la-Ville, Belgique
    November 2007 --- March 2009

    Responsibilities

    ·         Managed a team of 3 (Customer Service Coordinators, logistics)

    ·         Managed distributors contracts

    Key personal contributions

    ·         Implemented a new pricing methodology and price list

    ·         Established a follow-up for distributor contracts renewals and compliance 

    ·         Managed the patents and brand protection

  • Customer Service Manager Liège, Belgique
    February 2007 --- November 2007

    Responsibilities

    ·         Managing a team of 12 (Customer Service Coordinators)

    Key personal contributions

    ·         Established a Service Level Agreement (negotiated with the Union) 

    ·         Initiated cross-functional improvement teams to optimize operational effectiveness and develop a more customer centric organization

  • Customer Service Manager - Eurofleet Zaventem, Belgique
    March 2005 --- September 2006

    EMEA subsidiary of a US multinational offering truck tire retreads through a franchise network.

    Founder of Eurofleet: offering European truck / trailer fleets a pan-European supply chain for tires and related services 

    Responsibilities

    ·         Managed a team of 10 Customer Service Coordinators

    ·         Managed the implementation and cross-functional improvements of the Eurofleet administration

    Key personal contributions

     ·         Implemented the administration and customer support for a new business model through the cross-functional development of the people, processes and programs.

  • Marketing Manager, Franchise and Fleet Programs Zaventem, Belgique
    January 2002 --- March 2005

    Responsibilities

    ·         Managed several strategic and business critical projects with cross-functional and multi-cultural teams. 

    Key personal contributions

    ·         Developed and trained on the programs and processes of the Eurofleet business concept.

    ·         Managed the strategic joint venture Continental Tire Life Cycle Program with Continental Tires

  • Project Manager Zaventem, Belgique
    September 1999 --- January 2002

    Responsibilities

     

    ·         Managed several strategic and business critical projects with cross-functional and multi-cultural teams.

Personality

Self Assessment :
ApproachabilityPerspectiveOrganizationFlexibilityCritical thinkingProblem solvingSelf-disciplineService orientedDependabilityCoordinationCollaborationProactivity

Knowledge

Self Assessment :
people managementProcess improvementCross-functional team leadershipEnglishMicrosoft OfficeProject ManagementTeam LeadershipBusiness Process ImprovementChange ManagementContinuous ImprovementCustomer ServiceEvent ManagementManagement ConsultingMarketingMicrosoft PowerpointMicrosoft ExcelMS ProjectMultilingualOperations ManagementOutlookSix Sigma

Skills and Expertise

Self Assessment :
Adjust processes Administrative supportCoachCollaborate with project teamSolve problemsAssist with proceduresCoach staffCommunicationCoordinate projectsFollow up projectsGuide staffLead teamsManage multiple projectsManage projects resourcesOrganise meetingsPeople managementproject managementProvide trainingWork cross-functionallyWrite documentsWritten presentation

Education

  • Bachelor in Distribution and Marketing from Ecole Prathique des Hautes Etudes Commerciales in 1982

Training and Certification

  • Prince2 Foundation 2017 in 2017 Certification
  • Prince2 Practitioner 2017 in 2017 Certification

Languages

BrightOwl Assessment:
Self Assessment:
English
Full Proficiency
French
Full Proficiency
Swedish
Full Proficiency

Work Preferences

  • Positions I am interested in:
    Project Manager
  • Work From Home:
    No
  • Work Regime:
    Permanent position
    BrightOwl freelancer :    40h/w Hours per week
  • International:
    Yes
  • Availability:
    Feb 2018 : 100%
    Mar 2018 : 100%
    Apr 2018 : 100%
    May 2018 : 100%
    Jun 2018 : 100%
    Jul 2018 : 100%

Area / Region

Grez-Doiceau, Belgique

Others

Driving License
  • Yes