Bastiaan Huls

Solutions Consultant · Evolve IP

Meet Bastiaan.

A passionate Solutions Consultant at Evolve IP since May 2022. Bastiaan brings in-depth expertise and extensive experience in the realm of customer contact as an operational manager. His unique and valuable background enables him to offer innovative solutions. As a Solutions Consultant at Evolve IP, he plays a crucial role in aligning their advanced solutions with the processes and objectives of clients, both in the present and with a focus on the future.

Bastiaan is responsible for meticulously understanding the needs of clients, both new and existing, and translating those needs into technical solutions that seamlessly integrate. With a keen eye for detail, he drafts functional designs and develops associated workflows, bridging the gap between concept and reality. His involvement in implementation processes, as well as providing demonstrations and training, speaks volumes about his dedication to customer success.

What sets Bastiaan apart is his ability to translate the sales team's promises into achievable and attainable results. His career has provided valuable insights into customer orientation and operational efficiency. Growing into operational management across various projects has equipped Bastiaan with a unique blend of strategic thinking and hands-on experience, enabling him to create customized solutions that truly make a difference.

Bastiaan is passionate about team collaboration and believes in harnessing diverse skills to achieve collective goals. His focus lies in fostering a collaborative environment where everyone's input is valued, and teamwork is the key to achieving measurable results, prioritizing team success over individual performances.

It is amazing what you can accomplish where you have people who don't care who gets the credit.

Harry Truman, 33rd President of the United States of America.

With a passion for finding the perfect synergy between technology and business needs, Bastiaan is a true partner for anyone striving for optimized processes, improved efficiency, and sustainable success. His commitment to delivering solutions that meet and exceed expectations makes him a valuable asset within the Evolve IP team.

My expertises.

Project management.

Organizing, managing, maintaining and improving projects of various sizes and complexities in the field of KPIs, customer contact and processes.

Process improvement and implementation.

Break down processes, investigate improvements and then implement the optimized or new processes with the aim of improving KPIs.

Data analysis.

Insight into data. Making connections. Processing in, among other things, dashboarding to better facilitate fast and effective decision-making.

Current role.

Solutions Consultant.

Evolve IP · Rotterdam, The Netherlands.

Mei 2022 until present (3 year and 7 months).

Primary technical and functional resource for the sales team, advisor for (potential) customers and partners, and responsible throughout the contractual period for translating customer objectives into the most suitable solution. Actively manages and oversees the discovery and solution phases of the sales process in collaboration with the sales team. The primary technical advisor and representative of the product.

Some operational responsibilities:

  • Initiating functional and technical aspects of PoCs, RFIs, and RFPs;
  • Creating functional and technical designs and contingency plans for new deployments;
  • Ensuring that the delivered solution meets or exceeds the client's objectives.

Some strategical responsibilities:

  • Assisting customers in optimizing the use of their solutions;
  • Promoting and implementing new services and functionalities for users;
  • Identifying opportunities within existing clients.

...and relevant roles before that?

Companies first aid and CPR provider (volunteer).

Medprevent · Rotterdam, The Netherlands.

November 2006 until oktober 2022 (16 year).

Trained to respond in emergencies and provide first aid until professional emergency services arrive, including providing first aid (such as treating wounds, performing CPR, using an AED, and stabilizing victims), firefighting, evacuation, and handling communication as a link between employees and emergency services. Also involved in developing and implementing preventive measures and safety plans.

Client Implementation & Support Manager.

Conversation24 · Rotterdam, The Netherlands.

Januari 2021 until april 2022 (4 months).

Responsible for the customer experience in using various chat products and services. Manages a team of colleagues with different skills and responsibilities. With this team, ensures optimal technical support for customers during implementations and issues. Collaborates with the development team to continuously improve products and conducts presentations and demos for prospects.

Business Unit Manager.

Teleperformance · Zoetermeer, The Netherlands.

Juni 2021 until december 2021 (7 months).

Operationally responsible for employees, overall performance, and the P&L of the partnership with one of the world's largest electronics conglomerates. Part of the management team, reporting to the board of directors. Leads 6 supervisors and 160 FTE.

Some operational responsibilities:

  • Developing and monitoring budgets and KPIs;
  • Advising the Management Team and board of directors;
  • Recruitment & selection, absenteeism management, and other HR processes.

Some strategical responsibilities:

  • Aligning customer desires with departmental capabilities;
  • Determining policies regarding the utilization of human and material resources;
  • Devising a strategy in line with the client's marketing plans.

Operations Manager.

VANAD Group · Rotterdam, The Netherlands.

Maart 2018 until mei 2021 (3 year and 3 months).

Operationally responsible for the overall performance of various partnerships. Reports to the Value Delivery Manager and maintains contacts between the Management Team and clients. Manages 7 supervisors and 130 FTE.

Some operational responsibilities:

  • Optimizing team structures for performance improvement;
  • Monitoring KPIs;
  • Steering various improvement projects.

Some strategical responsibilities:

  • Determining the strategy aligned with the client's wi;
  • Initiating and setting up new CS (Customer Service) projects;
  • Translating customer desires into a strategic departmental plan.

Process Improvement Manager.

VANAD Group · Rotterdam, The Netherlands.

Maart 2020 until mei 2021 (1 year and 3 months).

Responsible for process optimizations within (parts of) projects as well as organization-wide issues. Reports to the management team and board of directors, maintains contacts with internal and external stakeholders, combined with operational management across various projects.

Some operational responsibilities:

  • Directing the improvement and maintenance of work processes and knowledge;
  • Implementing various CX solutions (Knowledge Bases, chatbots);
  • Ensuring the adherence to KPIs across diverse Customer Service projects.

Some strategical responsibilities:

  • Developing Voice and Digital contact strategies along with associated knowledge management processes;
  • Multi-year plan to continuously align colleagues' knowledge with market demand;
  • Applying GAP analyses, establishing strategic context, and subsequently translating it into an operationally and broadly supported plan.

First aid and CPR provider (volunteer).

HartslagNu/Nederlandse Hartstichting · Venray and Roosendaal, The Netherlands.

November 2012 until mei 2021 (8 year and 7 months).

Performing life-saving actions (administering CPR - potentially using an AED) following a notification from the emergency center until professional emergency services arrive.

Senior Supervision & Call Center Management.

Medion BV · Panningen, The Netherlands.

September 2014 until februari 2018 (3 year and 6 months).

Managing the Call Center Supervision Teams. Creating and evaluating reports for the management team to identify trends and assess performance. Identifying improvement opportunities for the call centers to enhance effectiveness and efficiency. Developing methods to staff the call center based on contact volume.

Mediator.

HULS Mediation · Venray, The Netherlands.

Oktober 2014 until december 2017 (3 year and 3 months).

Guiding parties as an independent third party in establishing effective and sustainable solutions for tensions and conflicts.

One of my achievements.

Call Diversion through the implementation of a chatbot.

For a partner, the implementation of a chatbot has been chosen, which serves two key functions:

  1. Relieving customer experts by automating the handling of frequently asked questions with consistently similar answers.
  2. Gathering information for a customer expert if the chatbot cannot provide an answer to a consumer, enabling the customer expert to directly further support the consumer.

The primary goal is to keep customer experts available for more complex cases that require their attention. They receive all necessary information during the handover, gathered during the conversation between the consumer and the chatbot.

By analyzing the most frequently asked questions across existing channels, a top 15 list of topics was compiled, encompassing 75% of all traffic. Based on this, a chatbot was developed, tested, and put into production within a few weeks.

Immediately, the chatbot is accountable for a call deflection of 17% and a resolution rate of 44%. Additionally, it's anticipated that these figures will rise through continuous monitoring and improvement. The setup also includes a plan regarding cost-benefit analysis and revenue.

I am being written about.

A random article I have been involved with its content:

A customer service operational in 5 working days

For an initiative that contributes to supporting society during the time of COVID-19, we have set up customer service at a record pace.

Inke Lunenberg, Business manager Sales & Marketing at VANAD, says: "We came into contact with this partner in October. A great initiative that quickly needed hands to support. And it certainly went quickly! The talks started on Friday and we went live the following Monday. Brilliant form of teamwork!"

The collaboration started in October and now, 2 months later, we look back with Bastiaan on how this period went.

Proceed reading this article in Dutch on CustomerFirst BuyersGuide.

Education and courses.

Business Administration.

Rotterdam Business School · Rotterdam, The Netherlands.

September 2019 until augustus 2023 (4 year).

Companies first aid and CPR including annual refresher course.

BHV.nl / Medprevent · Rotterdam, The Netherlands.

November 2006 until april 2022 (15 year and 6 months).

Mediator.

Merlijn Group BV · 's-Hertogenbosch, The Netherlands.

Augustus 2014 until september 2014 (2 months).

I speak my languages.

Dutch
English
German

Interest and leisure.

Chess.

Keeping the gray mass fresh and sharp.

Dancing.

Lindy Hop and Charleston. An Afro-American dance style established in the United States of America during the 20's and 30's of last century.

Cooking.

Not a Chef de Cuisine. A show-off for guests, though.

Driving the motor bike.

Especially for touring. Not necessarily for the speed.

Contact or a coffee?

Email

hello@bastiaanhuls.com

Coffee

Black.