Bastiaan Huls

Consultant · Infinity IT

Meet Bastiaan.

A passionate consultant at Infinity IT. With his in-depth expertise and extensive experience in the world of customer contact as an operational manager, Bastiaan brings a unique and valuable background that he leverages to deliver innovative solutions. As a consultant at Infinity IT, he plays a crucial role in aligning their advanced solutions with the processes and objectives of clients, both in the present and with an eye 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 integrate seamlessly. With a keen eye for detail, he writes functional designs and elaborates the accompanying workflows, bridging the gap between concept and reality. His involvement in implementation processes and his delivery of demonstrations and training reflects his dedication to client success.

What sets Bastiaan apart is his ability to translate the promises of the sales team into achievable and attainable results. His career has provided him with valuable insights into client focus and operational efficiency. By growing into operational management across various projects, Bastiaan has developed a unique combination of strategic thinking and hands-on experience that enables him to create tailored solutions that truly make a difference.

Bastiaan is passionate about coming together in teams and believes in combining diverse skills to achieve shared goals. His focus is on fostering a collaborative environment in which everyone's input is valued and where teamwork is the key to achieving measurable results, placing the success of the team above individual achievements.

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.

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

My expertises.

Solution design.

Translating client needs into concrete solutions. Creating functional designs, solution documents and technical documentation that bridge the gap between sales and delivery.

Client-focused consultancy.

Understanding client needs and matching them to the right solutions. Acting as the primary point of contact throughout the entire engagement — from initial discovery through to implementation.

Operational management.

Leading teams, monitoring KPIs and taking ownership of performance and P&L. Proven experience managing teams of 130–160 FTE in complex, customer-facing environments.

Process optimisation & implementation.

Analysing processes, driving improvements and securing results. A demonstrable track record, including a 17% FTR improvement achieved within nine weeks.

Current role.

Consultant.

Infinity IT · Zoetermeer, The Netherlands.

Februari 2026 until present (3 months).

Responsible for advising clients and shaping IT solutions within the workplace domains. Combines a substantive consulting role with a coordinating Area Lead position, operating at the intersection of presales, proposition development, and internal knowledge sharing. Works closely with Sales, Project Management, Engineers, and management.

Some operational responsibilities:

  • Analyzing client needs and translating them into appropriate IT solutions;
  • Supporting sales and tender processes with substantive expertise;
  • Drafting and presenting solution designs and technical documentation;
  • Serving as the primary subject matter point of contact for clients and internal teams;
  • Aligning with delivery teams on feasibility and implementation.

Some strategical responsibilities:

  • Co-determining the vision and direction within the workplace domain;
  • Further developing and refining propositions and standard solutions;
  • Translating market developments and client needs into new opportunities;
  • Contributing to internal standards, templates, and ways of working;
  • Maintaining relationships with vendors and partners.

...and relevant roles before that?

Solutions Consultant.

Evolve IP · Rotterdam, The Netherlands.

Mei 2022 until januari 2026 (3 year and 9 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.

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:

The Key Performance Indicators ofa Contact Center

Everyone working in a contact center knows how important it is for a successful organization. But how does Contact Center Management determine which Key Performance Indicators (KPIs) to focus on? We've created this blog to help contact center professionals determine what to prioritize in order to maximize the value of their data.

Proceed reading this article in Dutch on Evolve IP.

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.

Driving the motor bike.

Especially for touring. Not necessarily for the speed.

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.

Chess.

Keeping the gray mass fresh and sharp.

Contact or a coffee?

Email

hello@bastiaanhuls.com

Coffee

Black.