COURIUS

I deliver highly interactive keynotes and presentations (Dutch and English) where people listen, play, experiment, laugh, learn and... get into action. A selection of topics like The power of the Connection Quotient, Connective Leadership, Empathy in Action: A Personal Experience, Leading Virtual Teams, Advanced Storytelling, Who does Carl Jung think you are, Powerful Collaborations, Networking: do you dare to be Vulnerable, Strategic Skills & Change Management. Hereby also some examples including the number of the audience:
- ING, Verbindend Vermogen & High Performance Organisaties (220+)
- International Leadership Week 2020, We can ALL be leaders if choose to be (130+)
- Capgemini, Winning Behaviors (240+, 21 nationalities)
- Majid Al Futtaim, Emotional Intelligence (160+, 10+ nationalities)
- Scholengroep Het plein, Krachtig Samenwerken (450+)
- Het grootste kennisfestival van Nederland, Verbindend vermogen kun je ontwikkelen (250+)
- Catharina Ziekenhuis, Verbindend Vermogen (100+)
- Staffing Group, Powerful Human-to-Human connections (60+)
- Cosis, Working together with trust & intimacy (125+)
- Le Champion, Hoe haal je meer uit partnerships (80+)
- Dag van de coach, Verbindend Vermogen (200+)
- Huisartsbeurs, Verbindend Vermogen (200+)

Inspirational Speaker

I have coached & trained Leaders and Leadership Teams from 65+ different nationalities. All my interventions are experience based and have a clear focus leading to personal and team transformations. While delivering my work as well as in my personal life I feel, think and act in line with my core values: brutal honesty, fierce courage, pure playfulness and deep respect. I have had the privilege of working for clients like SHELL, Capgemini, AKZO Nobel, Sogeti, Heerema Marine Contractors, ENGIE, SAP, Usoft, Smurfit Kappa, Dutch National Police and many others. How can I support you personally or your organization? Feel free to reach out and discuss your request.

Leadership Expert, Team & Executive Coach, International Facilitator

My leadership purpose is to humanize society and the workplace by raising the consciousness level of people on their thoughts, feelings and actions. From awareness to choice and actions. From being reactive to being creative. Writing is one of the ways to do so. My writing activities:
- Book 'Verbindend Vermogen' (November 2016) - BESTSELLER
- Book 'The Connection Quotient' (June 2020)
- E-book '12 geheimen van SUCCESVOLLE teams' (May 2014)
- E-book '12 geheimen van KRACHTIG leiderschap' (April 2020)
- Co-author of 'Het Leiderschapsalfabet' (January 2014)
- Over 80 published articles (since 2008)

The bestseller 'Verbindend Vermogen' reached #1 bestseller list Management books in only 2 weeks after release, has been nominated for Management book of the year 2017 and have already reached the 5th print. June 2020 the English version of this bestseller has been published.

Bestseller Author

Our mission
We are a company that makes people, teams and organisations self-aware, connecting them and getting them moving. We help you to achieve your visions, your dreams and your goals. And our standards are high. We aim at creating fundamental breakthroughs and transformations, not just small steps and small changes.

Our specialism
We are specialists in the human side of change. We create focus at the individual, team and organisation levels, achieving decisiveness and results in an atmosphere of trust, respect and an appreciation of each other’s differences. In other words: by working on productivity and positivity. Forming a joint challenge for managers and employees.

Our team
COURIUS network consists of enthusiastic and extremely motivated senior professionals with passion for their vocation. They have extensive management experience and understand what your motivations are. With their experience in the field and as consultant, trainer and (team)coach, they have the knowledge and expertise to provide you with the support you need.

Managing Partner COURIUS

Capgemini

Lead facilitator delivering Leadership Development Programs worldwide. Currently facilitating Pace Setters Program (former IBS) for potential Vice Presidents (including Executive Coaching) and Leadership Exploration And Development (LEAD) for (upcoming) Principal Consultants, both international audiences. Also delivered Emerging Leadership Program (ELP) for the international audience of upcoming Management Consultants.

Executive Coach & Facilitator of Leadership Development Programs

Maastricht University School of Business and Economics

1) Lecturer course Leadership & Change Management as part of MBA program.

2) Coach for an international group of MBA students, individually as well as in peer groups as part of their Leadership Development Trajectory Program.

Lecturer & Executive Coach MBA Programs

Majid Al Futtaim

Executive coach and facilitator of leadership transformation of MAF top talent who "Creates Great Moments For Everyone, Everyday".

 Executive Coach & Facilitator of Transformation at The Leadership Institute

Breda University of Applied Sciences

Guest Lecturer on Change Management and Leadership.

Guest Lecturer

Nyenrode Business University

Guest Lecturer on Strategic Skills for Senior Marketing Professionals.

Co-Active Training Institute

Senior facilitator delivering the public curriculum (Fundamentals, Fulfillment, Balance, Process and Synergy) as well as the Corporate Coach Training Programs, both worldwide.

Senior Facilitator for Co-Active Training Curriculum

Performance Consultants International

Delivering Coaching 4 Performance training and Executive Coaching.

Senior Consultant

Schouten & Nelissen

Design and delivery of Public and Corporate courses. Topics:
- Individual & Team Coaching
- Management Development
- Personal Development
- Organizational Development

Freelance trainer

Being a personal coach and management, soft skills and projectmanagement trainer I'm fullfilling my passion; developing people. As a consultant I add value to company's by setting up training programs with impact.

Trainer, Coach, Consultant

Responsible for the Microsoft and Service Management portfolio development, relationship with Microsoft and partners, sales and delivery, HR-manager for trainers.

Productmanager Microsoft & Service Management

Responsible for sales & delivery of JAVA and Oracle projects and expertise in the public market, HR and contractmanager.

Manager Java & Oracle

Several assignments like projectleader, implementation of new developed application, interim manager & ITIL proces optimalisation.

IT Consultant

Marco Buschman is an accredited master team and executive coach, internationally recognized leadership expert, facilitator, inspirational speaker, and best-selling author. He has facilitated and supported thousands of leaders, managers, teams, and companies on strategic issues and the development of individuals, teams, and organizations. He is particularly interested in leadership, the power of connection, and creating High-Performance cultures where the focus on results and productivity are combined with an atmosphere of trust, respect, and an appreciation of differences. 

Marco’s style can best be described as optimistic, decisive, empathetic, passionate, and inspirational. His core values of unconditional compassion, brutal honesty, fierce courage, pure playfulness, active inclusion, and deep respect influence the way he feels, thinks, and acts in both his professional and personal life. 

He works with his clients as a trusted partner, leading them to more fulfilment, growth in their personal lives, and business impact. His interventions are experience-based and have a clear focus, resulting in personal and team transformations. 

Marco has extensive intercultural experience, having coached and trained leaders and leadership teams from over 70 nationalities. His clients come from various industries, including technology, consulting, energy, chemicals, engineering, retail, offshore, utilities, software, and manufacturing. 

Marco has authored several publications, including his best-selling book, The Connection Quotient (Dutch: Verbindend Vermogen), and an article featured in HR Future Magazine. He is a guest lecturer at various Dutch educational institutions.

Specialization: Leadership, Executive & Business Coaching, High-Performance Teams/Organizations, Organization Development, Management Development, Team & Personal Development, and Life Coaching.

Marco Buschman, MCC, CTPC, CPCC

Al Mouj Muscat

Head - Customer Experience

Manager - Voice of Customer, Customer Experience

Zubair Automotive Group

Managing Customer Relations Management department for Zubair Automotive Group llc :
1. General Motors: Mitsubishi
2. Wattayah Motors: Audi & Bentley , Volkswagen
3.Dhofar Automotive: Chrysler, Jeep, Dodge, Ram, Fiat, Alfa Romeo
4. Mega Body shop - Repair
5. International Heavy Equipment

Group Manager - Customer Relations Mangement

Manger - Customer Relations Mangement

- Reports to Group Head of Customer Relations Management.
- Directly Supervises (Title): Up to 15 Customer Relations Advisers
- Indirectly Supervises (Numbers and Title): 1 MIS coordinator & Junior MIS coordinator
- Manage KPI’s across the operation with a view to achieving agreed SLA’s.
- Ensure the Department’s service level agreements (SLA’s) are met through proactive coverage of product groups.
- Plan training and development for individual team members and ensure that the necessary resources are available to meet the daily, weekly and monthly targets, through management of attendance, sickness and holidays and by allocating and monitoring the workflows.
- To communicate effectively with the team, peer group, line management, external customers and business contacts. Working as an effective member of the local management team.
- Ensure at all times that the team, provides a high level of customer service, and delivers a positive customer experience.
- Collate data with a view to creating reports that provide a clear and concise view of areas for development.
- Create a Management Information Suite (MIS) that collates and summarises all feedback and ratings with a view to publishing on a real time basis to all department heads.
- Work broadly without direct supervision on a day-to-day basis.  
- Decision/Recommendation based on Performance Appraisal & Progress Report.
- Design ISO 9001 process using Microsoft Visio.
- Qualitative and quantitative data is produced for; overtime, team holidays, absence and lateness for all team members using HR and payroll systems.
- Work within the co-worker handbook, guidelines and HR advice.
- Development through monthly reviews and the setting of SMART objectives for the team and individuals.
- Manage the recruitment process i.e. starters/leavers, recruitment, inductions, probation sign-off.
- Heading Telesales team.

Section Head Of CRM

- Encouraging new ideas from Customer Relations Advisers to improve roles, customer journey and department processes and procedures.
- Effective time management to deliver the best use of resource.
- Retain and improve motivation and responsibility within the team.
- Resolve customer issues, identify and liaise with support functions to ensure all elements of department SLA’s are met.
- Forge positive working relationships with colleagues throughout the business.
- Ensure that work is appropriately allocated on the basis of individual skills, knowledge and development needs and that appropriate support is available to Team Members.
- To lead, coach and motivate a team of Customer Relations Advisers within the Customer Relations Centre (CRC), to ensure that all performance targets are achieved and that individuals are developed so that they continually improve and fulfil their potential, whilst working to the agreed headcount.
- To ensure adherence within the team to agreed CRC procedures in order to ensure consistency of process and procedures, Zubair Automotive guidelines and optimisation of operational efficiency.

Senior Team Leader, CRM

Assistant Product Manager

Nawras Telecom Company

1. Activation of MSISDN (customer telephone numbers) using Geneva program.
2. Verification of customer bills. 
3. Porting In Residential/Business customers from Oman Mobile to Nawras by activating the numbers and sending requests.
4. Porting out Residential/Business customers from Nawras to Oman Mobile by verifying the customer and accepting requests.
5. Preparing statistic reports for the numbers Ported In and Out from Nawras.
6. Mobile Number Portability exit interview by calling back customers and analyzing the reasons for porting out from Nawras.
7. Mobile Number Portability port in interview by calling the subscribers and analyze the reasons for porting in to Nawras.
8. Conduct customer surveys to measure their overall satisfaction with the call experience.
9. Chosen to join the retention team at Nawras as an additional responsibility Oct 2006.
10. One of the first points of contact for 450,000+ Nawras customers and provide outstanding customer service which includes providing information on products, and troubleshooting any potential IT or network issues.  
11. Attend to all customer calls and complaints
12. Attend to business customers and VIP

Customer Service Champion

Excel Technologies L.L.C

Temporary contract base worked as programmer (Visual Basic & Oracle Programs) and marketing executive in the organization.

Programmer & Marketing Executive

Omantel

Worked for ‘Oman Mobile during Comex 2006 & Comex 2007’ in Business Communication Solution Section as direct sales providing information about the products to successful business people and professionals.

Direct Sales - Promoter

AL- Jabeera Trading & Cont. CO.

Temporary base & with guidance of I.T manager, I assist to setup maintain the filling system, programming, collect agendas to set up presentations, handling phone calls of customers, inquiries and compile of the day to day activities of the office. I also worked with marketing team in the organization by proposing and offering special sales schemes to customers and participating in preparation of the sales reports

I.T Help Desk

Hawraa's exceptional contributions have been recognized through numerous industry awards.
Notable accolades include the Best Call Centre Award in the Automotive Category at Dubai Insights
2016 in the MENA Region, as well as the prestigious Customer Service Executive of the Year award in
Oman in 2012. In the same year, she received certification from Tawasul Global Connections Center
(Tawasul) and Riayada 4 in Civil Society Leaders Dialogue and Awards, acknowledging her efforts as a
civil society leader making a positive impact on Omani society.

In 2021, Hawraa received further acclaim by winning the Best Voice of Customer Award and the Best
Customer Journey Mapping Award in the Real Estate and Hospitality category across the MENA
Region. She was also honored with the CX Leader of the Year Award. During the same year, she
successfully completed the &quot;Etimad&quot; national leadership program, which aimed to enhance skills and empower Omani professionals for middle and senior management roles.

Recognized as a distinguished female leader, Hawraa was prominently featured in the inaugural
edition of the renowned book &quot;#MuntadaAlMara&quot; in 2022. This publication celebrated the
achievements of the top 52 successful women in leadership positions. Additionally, she further
solidified her reputation in the same year by winning the Best CX &amp; Operational Excellence Award
and the Best Customer Contact Centre Award in the MENA Region.

In 2023, Hawraa successfully completed the prestigious leadership program at the Majid AlFuttaim Institute. This program is specifically designed for high-potential individuals with exceptional talent. In the same year,  Hawraa has secured the prestigious Silver Award in the Best Contact Center category at International Customer Experience Awards. This global achievement underscores her commitment to providing outstanding service and creating memorable experiences for valued customers.

Demonstrating her commitment to professional growth and knowledge sharing, she has
participated in more than 13 conferences across the MENA region and has been invited as a keynote
speaker at various Customer Experience Summits and Conferences.

taplio

The Battle

Marco Buschman, MCC, CTPC, CPCC

Hawraa Fida Hussain

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