Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Certification
Timeline
Generic

Jeffrey Schouten

Barcelona

Summary

Dynamic Sr. Operations Manager with a proven track record at Telus Digital Essen, driving operations expansion and enhancing performance metrics. Expert in process improvement and team building, I successfully implemented strategic initiatives, fostering collaboration and achieving significant growth. Recognized for delivering impactful results through effective decision-making and stakeholder management.

Overview

25
25
years of professional experience
1
1
Certification

Work History

Sr. Operations Manager

Telus Digital Essen
Essen
04.2024 - Current
  • Led operations expansion from 1,800 to 2,300 FTE by implementing strategic initiatives.
  • Drove integration of G Suite, Workday, Verint, and Mytime at ESD site alongside integration team.
  • Fostered collaboration with workers council, creating essential processes and agreements.
  • Oversaw recruitment activities to effectively manage growth-related challenges.
  • Delivered improved client metrics at site level through consistent monitoring.
  • Provided guidance and mentorship to new managers regarding company programs.
  • Partnered with cross-functional teams to formulate productivity-enhancing improvements.

Operations Manager

Telus International
Barcelona
01.2021 - 01.2024
  • Led a diverse international team of around 2,000 employees to ensure high performance standards.
  • Held accountability for site performance metrics, adherence to processes, and improvement efforts.
  • Encouraged team development through coaching and interdepartmental collaboration initiatives.
  • Represented the company in labor harassment commission inquiries and investigations.
  • Established and implemented performance processes to enhance SLA/SOW outcomes.
  • Crafted strategic plans for site operations aligned with local regulations and client expectations.

Senior Team Manager (Jr Ops Managers)

CCC / Telus International
Barcelona
01.2019 - 01.2021
  • Facilitated daily operations for Netherlands, Nordic, Mexican, Portuguese, French, and Italian markets.
  • Guided 15 team managers to consistently meet performance targets across diverse markets.
  • Provided coaching to young managers and teams on SOW and SLA compliance.
  • Implemented Work from Home initiatives for 1,600 FTE during office-to-remote transition.
  • Coordinated return-to-office plan for 2,500 FTE within six weeks.

Team Manager Dutch and Nordics Markets

CCC / Telus International
Barcelona
01.2018 - 01.2019
  • Expanded Barcelona site by growing FTE count from 15 to 35 through targeted initiatives.
  • Implemented critical structures and processes for effective market execution.
  • Provided mentorship for new hires to facilitate smooth onboarding and project participation.
  • Guided team towards high performance with regular coaching sessions.

Customer Care Agent

AXA Partners
Barcelona
01.2016 - 01.2018
  • Streamlined transportation logistics for patients undergoing critical situations worldwide.
  • Facilitated communication between hospitals, transporters, and families during repatriation processes.
  • Handled insurance claims reaching $25,000 for American Express clients within NLD market.
  • Delivered exceptional service to VIP customers of American Express.

Logistics Supervisor & Lab Administrator

fluke netherlands
Eindhoven
01.2011 - 01.2015
  • Oversaw worldwide logistics operations in collaboration with international management.
  • Created and managed key customer accounts, focusing on corporate spending strategies.
  • Designed logistic plans for J&J, ensuring effective implementation and customer satisfaction.
  • Facilitated biweekly meetings with NXP to streamline repair and calibration logistics.
  • Sustained supply chains for ASML and Philips equipment globally post-repair or calibration.
  • Utilized 5S methodology to optimize workspaces and improve safety standards.
  • Set clear performance expectations for employees, boosting engagement and productivity.
  • Achieved monthly financial growth in logistics from $600K to $1M within three years.

Sergeant First Class / Head Instructor

Royal Netherlands Air force
Venray
01.2000 - 01.2011
  • Collaborated with international military programs across 10+ countries, including Afghanistan and Iraq.
  • Facilitated training for diverse teams to prepare for various missions.
  • Chosen to lead multiple training initiatives in challenging environments.
  • Appointed to lead teams during missions abroad, ensuring effective execution.
  • Gained extensive knowledge from experiences enhancing personal and professional development.
  • Recognized for military service with multiple distinctions, including NLD/ATF Security Forces Afghanistan 2010.
  • Earned accolades for contributions to NATO operations in Afghanistan, 2010.
  • Served with Air Defense Security Forces in Diyarbakir and Iraq, 2003.

Education

Logistics and Management - Import and Export Specialist, Customs Agent

EVo
Eindhoven, the Netherlands
01.2013

Military Education - Sergeant First Class

Airbase Volkel
Volkel, the Netherlands
01-2010

Head Instructor Training

Military Education
Netherlands
01-2006

Basic Military Training
Netherlands
01-2001

Skills

  • Operations management
  • Process improvement
  • Project management
  • Data analysis
  • Performance metrics
  • Team building
  • Change management
  • Decision-making
  • Self motivation
  • Logistics
  • Stakeholder management

Accomplishments

  • Lover of implementing projects that seem hard to complete
  • Successful in managing different cultures in several countries
  • Creation of implementations of a performance-based action plan for three sites across Europe
  • Proactive planning led to a notable increase in employee engagement in all involved departments
  • Created processes, drastically reducing potential problems
  • Decreased production costs by changing material suppliers
  • Increased the level of safety and effectiveness with the 5S methodology
  • Implemented a company's logistics growth of more than 50% over four years

Languages

Dutch
First Language
English
Advanced (C1)
C1
Spanish
Upper Intermediate (B2)
B2

Certification

Decoration received for Security Forces in Afghanistan in 2010

Decoration received for NATO in Afghanistan in 2010

Decoration received for Security Forces, Diyarbakir, and Iraq, 2003

Timeline

Sr. Operations Manager

Telus Digital Essen
04.2024 - Current

Operations Manager

Telus International
01.2021 - 01.2024

Senior Team Manager (Jr Ops Managers)

CCC / Telus International
01.2019 - 01.2021

Team Manager Dutch and Nordics Markets

CCC / Telus International
01.2018 - 01.2019

Customer Care Agent

AXA Partners
01.2016 - 01.2018

Logistics Supervisor & Lab Administrator

fluke netherlands
01.2011 - 01.2015

Sergeant First Class / Head Instructor

Royal Netherlands Air force
01.2000 - 01.2011

Logistics and Management - Import and Export Specialist, Customs Agent

EVo

Military Education - Sergeant First Class

Airbase Volkel

Head Instructor Training

Military Education

Basic Military Training
Jeffrey Schouten