I coach leaders to free up 20+ hours a month and implement systems that boost team performance by 20%

I help leaders and organizations scale effectively by turning strategy into results.
With 7+ years as a founder and growth leader, I’ve led transformations that:
	•	Increased change adoption by 30% during a digital strategy rollout
	•	Redesigned customer operations for a 45-member team under high pressure
	•	Consistently improved team performance by 20–50% across B2B clients

My focus:
	•	Building high-performing leadership teams
	•	Streamlining operations to cut costs and boost efficiency
	•	Guiding organizations through growth, restructuring, and change

At ANIMA, I partner with leadership teams to create clarity, structure, and accountability — so strategy isn’t just designed, it’s executed.

👉 For leaders who want a place to connect, share, and grow, I’ve built the Growth Leaders Community. 
Inside you’ll find the Growth Leadership Program (v1), workbooks, and peers to help you boost team performance, cut costs, and grow your business.
Join here: https://www.skool.com/growth-leadership-7027

Open to advisory, interim leadership, and collaborations that enable impactful transformation.

Soufiane Hamdaoui

Holland & Barrett Benelux

Getting Customer Service NL & BE back on track and transforming to revenue center:
• Optimal performance via telephone, email, social media and chat channels for Customer Service operations in NL & BE.
• Elevated Service Level Agreements (SLAs) and improved Customer Satisfaction (CSAT) scores through process enhancements and performance monitoring.
• Boosted team productivity by streamlining workflows and implementing efficiency-driven strategies.
• Fostered a customer-centric culture by empowering teams with tools, training to prioritize customer needs and deliver exceptional service.
• Designed and implemented onboarding programs and employee development initiatives to support staff growth and retention.
• Led the integration of AI solutions to manage high-volume contact reasons, driving scalability and operational efficiency.

Manager Customer Service Benelux

Intwo

Responsible that customers are satisfied with our service, products and adding business value. Additionally working on strategic plans:
• Creating a NPS process, including executing actions based on the input.
• Creating a CSAT process, including monitoring the actions.
• Adding value by improving the monthly Service Level Report. 
• Creating added value by implementing annually an official improvement plan per customer.  
• Setting up a full Customer Journey, with all the touchpoints that need to be improved or set-up.

Customer Success Manager

Verisure

After successfully setting up the Retention department and handing it over I am starting a new Quality department, next to my core-business Manager Customer Care:
• Responsible for Trainings (onboarding, refresh and product training)
• Creating a online onboarding Training 
• Start building a full Knowledge Base for Customer Care
• Responsible for Quality Audits
• Best E-NPS response of the company

Manager Customer Care & Quality

Setting up a fully new Customer Care department (including Retention, Complaints, Social Media and Upsell) from scratch.
• Achieve stable KPI results (SLA, AHT, Efficiency, QM, attrition and CSat)
• Managing P&L and create annual budgets
• Implementing and executing Quality Monitoring
• Leading the Customer Experience projects (input various data)
• Creating a Customer Journey program
• Improving the attrition rate
• Best E-NPS results of Verisure Netherlands
• Leading and implementing a new multichannel customer interaction platform (Genesys)
• Implementing a customer online review platform to improve NPS and CSat. (Medallia)

Manager Customer Care & Retention

EssentBE

Project responsible for the operations and finance (OpEx and Budgets). Managing the Customer Service essent.be team over 3 locations. Directly leading and coaching a team consisting of Team Managers, Coaches, Planners and one Trainer. Changed the team from underperformance to performance.
Consulting client essent.be to continuously exceed customer expectations. Consult and support Harvest Group management on operational excellence on ICT, HR and Finance topics.
Achievements	
•	Revenue growth realized by 60% for the essent.be project
•	KPI’s greatly improved for quality (+ 28%) and efficiency (+ 17%)
•	Successful implementation location in Morocco
•	Successful implementation Quality Monitoring 
•	Significant extension of the essent.be team with 400%
•	Executing HR, ICT and Finance process improvements

Customer Service Manager

Assigned to improve the team performance (Change Management). Gaining trust back with key client essent.be and increase the revenue of Experience Group. Operational and financially responsible for the key client essent.be (14fte). Directy leading the Customer Service team. Consulting Experience Groep management regarding operations and account management.
Achievements
•	KPI’s greatly improved for quality (+ 40%) and efficiency (+ 20%)
•	Occupation improvement greatly with 25%
•	Project revenue growth realized by 20%
•	Positive recovery of relationship with client essent.be

Sr. Team Manager Customer Service Essent.be

Leading a Customer Service Internet team (18fte) including an outsource call centre. In addition, advisory role on Management policy issues, providing Management information and executing the policy standpoint. Participating in professional project teams. Additionally, as contract manager, ensure the right balance between the various, internal and external, party interests with the aim of structurally improving the quality / price ratio of the service in accordance with contract agreements. Also fulfilling a Program Manager role for executing various projects at the same time
Achievements
•	Reduce contact cost per customer by 20%
•	Quality (+ 20%) and NPS (+ 56%) improved
•	Implementation of Quality Monitoring process
•	Leading Customer Experience projects
•	Successful execution of all projects during Program Manager position

Sr. Team Manager Customer Service

Working for the “Telfort” label. 
Responsible for improving and creating an optimal relationship between cost and customer satisfaction. Particularly focused on the effectiveness of the IVR and Internet (B2C and B2B) environment. Dedicated responsible for the business environment (B2B). All changes are executed through (Lean Six Sigma) project teams.
Achievements
•	Lowering the customer contact with 15%
•	Greatly improved the online B2B tool that led to increasing the customer satisfaction (+20%)
•	Significant reduction of business complaints (-75%)
•	Successful implementation of an online knowledge base

Product Manager

World Ticket Center

Project assignment to implement a new online hotel reservation application, from blueprint. Activities are then expanded with marketing, Sales and online (SEO and SEA) activities. Furthermore giving management IT support and coordinating efficiency projects (example: change telephone system, implement new online payment software and online analysis tool)
Achievements	
•	Positive execution of the online hotel reservation
•	Implementation an online analysis tool Moniforce
•	Introducing a new website, logo and corporate identity
•	Successful execution of various efficiency projects

Project Manager

Automobielbedrijf Maaral bv

•	Sales and advising customers
•	Keeping Online activities up-to-date
•	Develop and implement marketing actions (online and offline)

Sales Advisor

As an experienced Customer Care Manager I am deeply committed to customer satisfaction, I specialize in transforming and launching Customer Operation departments. My focus on boosting NPS and fostering loyalty is underscored by a track record of exceeding expectations.

Having worked in high-pressure environments, I understand effective management is crucial for outstanding Customer Care. Through my proficiency in leadership, communication, and problem-solving, I can inspire teams, promote collaboration, and guarantee seamless operations.

My dedication to enhancing customer experiences is evident in streamlined operations, reducing response times, improving resolution rates, and increasing satisfaction. I firmly believe that effective Customer Service is integral to business success and aim to convey the impact of my skills succinctly.

I strongly valuing loyalty and reliability, I bring attention to detail, impact estimation, a results-driven approach, pragmatism, execution orientation, solution focus, and a broad perspective to my professional profile.

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Soufiane Hamdaoui

Gerald Ligtenberg

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