Terez Rijkenberg | Executive Coach

Executive Coach

Socium10X

We’re not your usual consultancy.

➡️ Where others land and expand, we help you simplify to amplify.

➡️ Where others focus on everything, we focus only on what adds exponential value.

➡️ Where others might fix symptoms with technology, we create lasting transformation through developing skills and capabilities through people.

Our services are holistic, integrated, bespoke to your needs, and delivered by global experts.

Focusing on five key areas with your Leadership and People at the centre of everything we do, we help you with Vision, Strategy and Delivery, Business Process, Technology, and Innovation.

𝗬𝗼𝘂𝗿 𝗹𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗮𝗻𝗱 𝗣𝗲𝗼𝗽𝗹𝗲
Our solutions are tailored to your people and designed to meet them where they’re at. We do this by making use of the latest neuroscience and behavioural psychology strategies to coach and empower them; tapping into the 10X potential within each person to ignite transformation from the inside out.

𝗩𝗶𝘀𝗶𝗼𝗻, 𝗦𝘁𝗿𝗮𝘁𝗲𝗴𝘆 & 𝗗𝗲𝗹𝗶𝘃𝗲𝗿𝘆
We look to understand your bold vision and we aren't afraid to make it even bolder, providing unparalleled focus and simplicity in achieving your objectives.

𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗣𝗿𝗼𝗰𝗲𝘀𝘀
Simplicity is the cornerstone of 10X thinking. We refine your systems and processes to amplify efficiency, focusing on the critical 20% that will drive remarkable results for you.

𝗜𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻
We make change fast, fun, and purposeful, harnessing the power of innovation to create cutting-edge products, services, and solutions that captivate your customers and fuel your business growth.

𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝘆
We use technology as a catalyst for growth, not just a solution to problems. We’ll help you prepare for the future with capabilities in AI, data, RPA, and more.

Chief People Officer & Executive Coach

Fregency

We help high-performing leaders, teams and organisations to go further, faster, with digital expert coaching.

Just think back to a time when you were struggling with a particular challenge. What often happens is we try and "google"​ our way to a solution. 

Maybe you could sign up for a course - but then you would have to sift through 60 hours of course material to get to the answer you're looking for (if it's even answered).

But just imagine if at that moment you could hop on a 60-minute Zoom call with an expert coach in that topic. They could guide you through to a solution that's relevant to your role and your company.

That's what we do. 

We help you solve challenges and innovate faster through expert digital coaching. 

Learn essential knowledge and skills with these coached courses: 

INNOVATION
► Innovation and Design Thinking
► Innovation accounting
► Corporate intrapreneurship
► Business model innovation

NEW TECHNOLOGIES
► Artificial intelligence
► Assessing The Strategic Value Of Blockchain For Business
► Making sense of the technological landscape
► Predictive and Big Data analytics

MARKETING
► Storytelling for influential communication
► Marketing strategy in the digital age
► Internal marketing masterclass

LEADERSHIP
► Leadership development programme
► Leading in the Digital Age

HUMAN CAPITAL
► Motivational coaching for behavioral change
► Wellness campaign development
► Critical thinking skills
► Complex problem solving

FINANCE
► Finance for non-financial managers
► Blockchain for financial managers

CEO and Founder

The Unlimited

Customer Experience Manager

Business Executive to the CEO

- Development of brand strategy including implementation plan and development of marketing mix focus areas  
- Project management and strategy development for the sponsorships of:
The Comrades Marathon
Zola Budd (sponsored athlete)
The Unlimited Dusi
The Unlimited Non-stop Dusi
The Unlimited Ozzie Gladwin
The Unlimited Dusi Mfula
The Unlimited Rush (Television programme)
The Unlimited Child South Pole Expedition
Expedition Africa 
- Measurement of ROI of each sponsorship based on AVE (advertising value equivalent) - all sponsorships exceeded ROI targets
- Social Media and endorsement campaigns with various celebrities
- Development and execution of marketing and publicity plans
- Budget management of sponsorships to ensure ROI targets achieved
- Branding development and schematic
- Logistics management
- Full management and briefing of PR; Advertising agencies and production companies
- Reputation management
- Publicity generating events and press releases for The Unlimited and The Unlimited Child (CSR initiative).

Public Relations, Brand and Sponsorship Manager

- Web development of corporate websites using open source platforms, including           Wordpress
- Content development and copywriting for online use (including corporate blog)
- Part of the “Winston the Pigeon” campaign team (nominee for Digital Bookmark award)
- Email marketing; search engine optimisation; web analytics; SMS campaigns; social media;    integrated campaigns
- Development of the new company intranet strategy

Online and Digital Marketing

Marketing Assistant

If you're an executive who...

- Lies awake at 3 AM second-guessing today's decisions
- Feels trapped in an endless cycle of reactive firefighting
- Knows you're capable of more but can't find the breathing room
- Watches your family time disappear into your inbox

...then you know the dirty secret of executive leadership:
The higher you climb, the lonelier and more overwhelming it gets.

Here's what nobody tells you:
➡️The solution isn't working harder or longer.
➡️It's not another productivity hack or morning routine.
➡️And it's definitely not "just delegating more."

The real breakthrough comes when you transform how you think.

My clients typically experience:
→ Making decisions in minutes that used to take days
→ Getting 10+ hours back each week 
→ Watching their teams step up and take ownership
→ Finally having energy for family at day's end
→ Feeling like themselves again

The transformation happens through my RAFT® Executive System:
• Custom-built from leading 80+ people before age 30
• Refined through an MBA while raising a newborn
• Proven with executives across industries

But don't take my word for it:

"I solved significant time management challenges in our very first session" - Senior Executive
"My relationship with my son improved significantly" - CEO

"I shifted from constant self-doubt to total clarity and ownership" - Director

Here's the truth:
You don't need to sacrifice your life for your leadership.
You don't need to choose between impact and balance.
You just need to think differently.

I only work with 10 executives per quarter who are:
✓ Done with the endless hustle
✓ Ready for genuine transformation
✓ Willing to think differently

Is this you?

Then you have two choices:

1. Keep pushing through, hoping things will magically get better
2. Book a Transformation Strategy Call and start your breakthrough

The next quarter's spots are filling up.
Which choice will you make?

Book your call: https://app.paperbell.com/checkout/packages/95704

Terez Rijkenberg - Executive Coach

We’ve been sold a lie. Productivity isn’t about time, attention or even energy. 


It’s about value.

You can colour-code your calendar, block focus hours, and still end the day wondering what you actually achieved. 

I know because I’ve done it.

A few weeks ago, I finally had that “perfect” quiet day. No meetings. Inbox zero.

I reorganised folders. Updated slides. Tidied my notes. Felt wildly productive... until I realised I hadn’t created any value.

That’s when it clicked: I’d been managing time, not value.

And value... not hours... is what creates impact.

Forget “How can I get more done?”

Ask instead:
“How can I create even more value in the (little) time I have?”

That single question cuts through the noise.

You stop perfecting. 
You start producing.

You stop being busy. 
You start being effective.

The thought behind hustle is:

“If I can just fit more in, I’ll feel in control.”

But, control is a mirage. The more you chase it, the less value you create.

The thought behind true productivity is

“If I create value, I AM in control.”

So next time your day feels jammed - clear the lanes.

Decide what actually creates GREATER value.

Ignore what doesn’t.

And go take a walk. (Preferably in the middle of the day with a small lunatic dog named Luna.)

PS. If you see me wandering through the park mid-afternoon, I’m not slacking, I’m strategising. The ROI on those walks is ridiculous.

Executive coach helping C-suite leaders reclaim 10+ hours a week for strategic priorities without sacrificing work-life balance | Trusted by executives from FTSE 100 companies | DM me to book a FREE strategy session

Adaptability beats certainty.

Executives cling to certainty like it’s oxygen.
 
They want perfect data, perfect plans, perfect alignment before acting.
 
But certainty is a myth. 

The only advantage in volatile environments is adaptability. 

The leaders who thrive aren’t the ones with the best plans. They’re the ones who can tear up the plan without losing composure. 

Certainty feels safe but actually isn’t. Adaptability feels uncomfortable but creates safety.

What’s the simplest shift you’d make after reading this?

Your team isn’t underperforming. They’re under-thinking.

And before you blame them, check the system you’ve built.

If your team:
 – Waits for you to sense-check every decision
 – Brings solutions but not reasoning
 – Follows frameworks but avoids ambiguity

They’re not lazy.
They’re trained.

Trained to seek approval, not ownership.
Trained to value rightness, not reasoning.
Trained to move fast, not think deep.

So here’s your move this week:

Next time they come to you with a problem, don’t solve it.

Ask:
 👉 “What options have you already considered?”
 👉 “What would you do if I weren’t here?”
 👉 “If this fails, what assumption would have caused it?”

Then shut up.

Let them squirm. Thinking lives in the squirm.

You want a team that scales?

Build thinkers.
Not just doers.

—

I help executive teams think, decide, and lead better. Message me if yours is stuck in a loop of busyness without clarity.

PS: If “strategic thinking” in your team just means making a prettier deck… then we definitely need to talk.

Triggers are teachers.

The people who irritate you most are your biggest growth opportunity. 

That colleague who undermines you?

--They’re teaching you how to stay grounded. 

That board member who questions everything? 

--They’re teaching you how to persuade.

Triggers are mirrors. They show you what part of yourself still needs mastery.

What are your biggest triggers?

9 honest truths about the way you currently delegate.

(I wish someone had told me these earlier!)

1️⃣ Delegation isn’t about doing less - it’s about creating more space for what matters most.

2️⃣ The clearer your outcome, the less you’ll need to check in.

3️⃣If you’re still holding on “just in case,” you’re blocking their growth and yours.

4️⃣ People can’t meet expectations they don’t understand - focus on delegating with clarity.

5️⃣ “I’ll just do it myself” might feel faster, but it costs you trust and time in the long run.

6️⃣ The best delegation starts with “Here’s why this matters.”

7️⃣ When you hand over ownership (not just tasks), you build real accountability and faster growth.

8️⃣ Mistakes are feedback: they show you what to coach, not what to take back.

9️⃣ The true test of leadership is what happens when you’re not in the room.


📌 Save for your next “I’ll just do it myself” moment
💬 Comment if you’re working on delegating better
♻️ Repost if your team needs this reminder too

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I used to spend hours trying to find the “right” solution.

Perfect plan. Perfect answer. Perfect… everything.

Turns out, there isn’t one.

So now I ask a different question:

Criticism is jet fuel.

Most executives play it safe because they fear being criticised. 

The irony? The faster you invite* criticism, the faster your results grow. 

Every piece of feedback is a shortcut you couldn’t see yourself. 

If you’re not willing to be criticised, you’re choosing comfort over growth. 

The market doesn’t reward comfort. 

*Yes I said INVITE criticism...

What do you think about feedback?

What's the hardest part about building a truly self-directed team?

Blame creates fake perfection.

When leaders shame or blame, no one gets better. 

They just get better at hiding. 

Suddenly everyone’s polishing their image, not their work. 

Mistakes don’t disappear - they just go underground. 

And underground mistakes are more expensive. 

If you want a team that innovates, drop the blame game. Build a culture where failure isn’t fatal. 

Otherwise, you’re running an organisation where everyone’s pretending.

What’s missing from this perspective? Add your thoughts in the comments.

Verra Mobility

As Head of CS, I direct a robust team of 25 FTEs, spearheading the delivery of unparalleled customer service and support throughout Europe.

🏆 Key Achievements:

- Achieved 78% employee engagement satisfaction in one month.
- Monetised performance with Verra Mobility’s “Appreciation Station” using Amazon vouchers.
- Improved communication and governance with a new organisational chart.
- Fostered cross-departmental collaboration with regular meetings.
- Enhanced productivity through root cause analysis and better utilisation rates.

European Customer Service Manager

Keebo

🚀 As the direct report to the CEO at a challenger credit card provider, I orchestrated transformative strategies, establishing new departments in customer service, collections, and complaints resolution.

🏆 Achievements:

-Implemented Zendesk for live chat and email, elevating customer experience with a 75% FCR rate and resolving 85% of queries within 48 hours.
-Introduced a FAQ Help section, reducing queries by 20% for improved self-service.
Attained an 80% CSAT through exceptional service, leveraging impactful app feedback and surveys.
Spearheaded product initiatives, boosting Keebo app downloads and credit card orders by 15%.
-Developed comprehensive customer service manuals for staff to handle queries effectively.
-Pioneered "Focus Groups" visiting HQ, gathering feedback to refine products.

These initiatives reflect our commitment to excellence and continuous improvement.

Technologies used: Grafana, JIRA, Notion, Slack, Zendesk, Figma, Amplitude

Head Of Customer Success- Fintech | Improving CSAT & NPS | Reducing complaints

Clyde & Co

Reporting directly to the COO at a global law firm, I led IT Helpdesk operation with 60 Technical Analysts.

🏆 Key Achievement:
Developed a new dashboard of Team Metrics and analysis across the UK, EMEA, US and APAC regions.

Group Head of Customer Service- Global Law Firm | Training & Development of IT Helpdesk 

Socialicity UK

Reporting directly to the CEO, I oversaw a 100 FTE in-house contact centre in Glasgow, 
managing diverse businesses spanning PPIs, Collections, Insurance, Mortgages, and Online Wills.

🏆 Key Achievements:
-Launched new HR reviews for 100 FTEs, enhancing engagement via quarterly/annual assessments.
-Increased debt recovery rates by 10% by offering better feasible and flexible settlement options.

Head of Contact Center - Transforming Contact Centre Operations | Boosting Employee engagement 

minicabit

Reporting directly to the CEO, I led CX initiatives for UK top price comparison site, managing 1000+ taxi operators, driving B2B/B2C relations, developing both service and supplier engagement.

🏆  Key Achievements:
-Led a 30% increase in taxi bookings by offering “Live Chat” and extending opening hours to 24 by 7.
-Reduced the complaint rate from 12% to 4% in a year with a 75% FCR by deep root cause analysis.

Technologies used: Cyfe, Teams, Talkdesk, Zendesk

Head Of Operations - Ecommerce | Leading B2B supplier engagement | Improving NPS & CSAT 

Barclaycard

Reporting directly to the COO, I transformed contact centre performance with BPO partners like Teleperformance and HP managing 400 FTEs across Europe. Achieved substantial KPI improvements and complaint reductions. 

🏆 Key achievements 
-Introduced KPI-driven dashboards, reducing abandoned rates and call waiting times by 20% and boosting FCR from 55% to 70%.
-Introduced "Magic Moments" in Spain, a company-wide program rewarding customers during special occasions.

Head of Contact Center - Financial Services | Leading & Managing  BPOs in Europe | Improving KPIs

Vyke

Headhunted to oversee the launch of a new VoIP start-up overseeing CS, CRM, fraud, & complaints.

Head Of Operations - Telecoms | Reducing Fraud | Leading CRM & CS strategy

Tele2

Promoted in 2007 post-Tele2 and Alpha Telecom merger, expanding and leading new commercial duties. 
Led a complete overhaul of a 250-call centre in India transforming it into a “sales through service model”.

🏆 Key Achievements:
-Project Led significant offshore contact centre cost reductions from £1.5million to £900k by consolidating  several contact centres into two 24 by 7 multilingual support centres in Spain and India

Head of Operations - Telecoms | Reducing Contact Centre Costs | Boosting Retention and Sales 

Headhunted in 2000 to lead C3 a subsidiary of Tele2 to lead and transform customer service in Europe. 
By 2006, C3 had successfully launched in 12 countries

🏆Key Achievements:
-Created and launched a Trouble Ticket Database for C3 as a ticketing tool for all customer queries. 
-Oversaw the creation of a 24-hour Technical Helpdesk in London to improve customer response times.
-Introduced a bonus scheme for Best Agent in each contact centre improving call quality. 
-Elected on the Senior Executive Board in Europe in 2003 to highlight  customer service issues.

Head Of Customer Service - Scale Up |  Telecoms | Improving Contact Centre KPIs & Call  Quality

World Telecom

🙌 Promoted in 1999 to Head of Contact Centre on an ad hoc basis in recognition of managing a team of 20 FTEs with zero attrition rates and excellent KPIs and call quality management.

Key Highlights:
- Led and managed an in-house call centre of 200 FTEs across customer service (phone & email)

Head of Contact Centre - Telecoms | Boosting Contact Centre KPI

🙌  Promoted in 1996 in recognition of numerous Best Agent awards and as time as Team Leader  improving people performance and call quality.

Key Highlights:
-Led significant improvements on KPI’s across service levels (85%) and best in class (churn/ lateness & sickness) whilst as customer service manager with a team of 30 FTE.

Customer Service Manager | Improving Team Performance |

Key Highlights:
🏅 Won Best Contact Centre Agent Award  in terms of KPI's, attendance and call quality.

Customer Service Agent

Customer-Centric Leader with 20 Years of Experience Across Telecoms, E-Commerce, Fintech, and Financial Services. I am passionate about transforming customer service operations and driving measurable improvements that directly impact business success.  My focus is on delivering exceptional customer experiences, optimisng contact centre performance, and building high-performing teams.

What I Deliver:

I specialise in transforming customer service operations to drive efficiency, elevate customer experience, and improve business outcomes. By leveraging customer feedback and loyalty programs, I create strategies that consistently boost NPS, CSAT, and retention, reducing churn and enhancing satisfaction.

I resolve complex issues swiftly, turning complaints into opportunities for growth and brand loyalty. As a strategic leader, I build high-performing, inclusive teams that excel in delivering exceptional service. Through process innovation and operational excellence, I optimise service delivery and ensure measurable business success.

Career Highlights:

🔥 Strategic Leadership and Business Turnaround

-Overhauled minicabit's customer service strategy, launching 24/7 live chat support, which drove a £300k boost in annual revenue through enhanced customer engagement and service availability.

-Led a full-scale overhaul of a 100 FTE Glasgow contact centre for Socialicity, implementing new practices and structure, leading to a notable 30% churn reduction in six month and an employee engagement score of 85%.

🔥 Leadership in Change Management

-Led a major restructuring efforts at Barclaycard optimising global customer service operations and reducing operational costs by 20% while maintaining service quality across EMEA and APAC regions.

🔥 Customer Experience Transformation

-Raised Keebo's Trustpilot rating from 4.1 to 4.8 through proactive customer engagement.

-Launched initiatives propelling Keebo's NPS from 25 to 50, through feedback analysis and loyalty programs.

Recommendations:
🔥 Marcin Gosz, CTO at Keebo (Wagestream company): “Maurizio is an exceptional customer service specialist. He’s dedicated, driven, and a great team player. Our Trustpilot score, now close to 5 stars, is a testament to his hard work. He will be an excellent addition to any team.”

Let’s Connect:
If you’re looking to enhance your customer service, improve operational performance, or increase loyalty, feel free to reach out for impactful solutions.

📱 +44 77 400 69457 ✉ maurizio1994@icloud.com

Maurizio Mallia

🌍 World Mental Health Day: Leadership with Empathy Starts Here 💚

Today is World Mental Health Day, and as a leader at Verra Mobility, I want to pause and reflect on something truly important — the wellbeing of our people.
In a world that rarely slows down, taking time to talk about mental health isn’t just an HR initiative — it’s a leadership responsibility.

 Because when our people feel seen, supported, and valued, everything else — innovation, collaboration, and performance — follows naturally.

At Verra Mobility, we’re building a culture where wellbeing is lived, not laminated.
Here’s how we’re putting that into action:
💬 Open conversations — creating safe spaces for our teams to speak up and seek support without stigma.
 🕓 Flexible working rhythms — trusting our people to manage their energy, not just their time.
 🌱 Wellbeing programmes — from mental health support to mindfulness tools and mental health first aiders.
 💡 Empathetic leadership — training every leader to listen deeply and respond with care.
 💖 Human connection — because compassion and community make all the difference.
✨ And today, I’m proud that we’re hosting a special meditation and gratitude session for our Operations Team — a reminder that taking a moment to pause can be one of the most productive things we do.
Let’s continue to make mental health a year-round conversation, not just a one-day event.
#WorldMentalHealthDay #VerraMobility #Leadership #WellbeingAtWork #PeopleFirst #MentalHealthAwareness #CultureOfCare #Gratitude #EmpathyInAction #HumanLeadership #EmployeeWellbeing

💡 Inspiring CX Leader | Head of Customer Service, Verra Mobility (Europe) | Former Barclaycard & Tele2 | Championing Loyalty, Digital Excellence & Human-Centred Leadership 🌍

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Terez Rijkenberg - Executive Coach

Maurizio Mallia

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The Battle

Terez Rijkenberg - Executive Coach

Maurizio Mallia

Followers

Posts

Engagements

Likes

Performance Score.css-goub6s{font-size:var(--chakra-fontSizes-md);font-weight:500;color:var(--chakra-colors-gray-600);display:block;margin-top:var(--chakra-space-1);}Terez Rijkenberg - Executive Coach's LinkedIn Performance

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