Tilburg University

Consultant Digital Simplification & Innovation at KPN

Scrum Master B2B

Scrum Master New Business

Scrum Master Data domain

Consultant Digital Simplification & Innovation

As a product owner I was responsible for the vision and development story input to an Agile development team. This team focused on disclosing customer interaction data in a centralized BI solution, including developing a performance management framework for KPN's Customer Contact Center and an analytics framework for the purpose of inbound call traffic reduction for business analysts.

Product Owner Business Intelligence and Analytics

As a business chain manager within IT Operations I was responsible for the continuous improvement and day-to-day operations of product chains, both DSL and Fiber, and being the "face" of IT towards business user organisations of those chains.
Responsibilities include initiating improvement programs, construction of and reporting on Service Level Agreement and managing major incidents towards business partners. This required non-hierarchical leadership across departments of Online, Business Support Systems and Operations Support Systems.

Business Chain Manager IT Operations

Responsible for several improvement projects resulting in the reduction of inbound call traffic related to fullfillment of fixed line services by 30%.

Process Manager

Analyst for an improvement program to increase the robustness of fullfillment processes of a VoIP service for a large Dutch telecommunications provider.
Subsequently, responsible for setting up and leading a team of (4) dedicated analysts providing process management with improvement insights on fullfillment, assurance and billing processes for all fixed line services.

Partners in Perspective

Resultant

Responsible for the coordination, execution and analysis of user pilots for the introduction of an Interactive TV service for a large Dutch telecommunications provider. Providing user feedback to product management and process improvement proposals to process management based on fullfillment monitoring.

Mark van Herpen