Dorus Heytens
Global AP And Payments Process Manager
Kamenne Zehrovice
Summary
Process Manager with excellent track record in collaboration across departments to evaluate, design and implement business processes. Consistently improved processes and managed change among stakeholders using positive approaches. Well-established data analysis experience.
Overview
19
19
years of professional experience
3
3
Languages
Work History
Global AP and Payments Process Manager
Johnson & Johnson
01.2024 - Current
- In cooperation with the 4 regional procurement teams setout achievable targets in order to meet global goals.
- Drive global process unification across regions.
EMEA L2 Contact Center Lead
Johnson & Johnson
09.2019 - 12.2023
- Ensure service delivery of the customer service outsourcing partner, so they understand and meet all SLA/KPI with high service quality.
- Drive enhancements to process/tools both raised by the team and via customer feedback.
- Support enterprise wide projects ensure cs team has proficient knowledge of the changes so NPS remains high.
Knowledge Management Manager
Johnson & Johnson
09.2016 - 08.2019
- Be advocate in/for EMEA region driving and implementing use of Salesforce as knowledge management tool.
Customer Service, E-invoicing & Systems Manager
Johnson & Johnson
05.2016 - 08.2016
- Manage customer service and Ariba systems support department.
- Set clear goals and ensure alignment of those with business needs.
- Design and implement e-invoicing strategy.
- Successfully supported team thru outsourcing and maintain key talents within organization.
Customer Service Team Lead
Johnson & Johnson
06.2011 - 04.2016
- Lead team of 12 customer service agents,
- Ensure team management, full staffing and all SLA are met
Customer Service Specialist
Johnson & Johnson
06.2009 - 05.2011
- Handle incoming customer queries via phone and email within given SLA.
- Support team lead with onboarding new joiners support projects.
Customer Service Agent
Johnson & Johnson
05.2008 - 05.2009
- Handle incoming customer queries via phone and email within given SLA
Customer Service Team Lead
Accenture
09.2007 - 04.2008
- Lead team of 12 customer service agents,
- Ensure team management, full staffing and all SLA are met
Customer Service Agent
Accenture
04.2005 - 08.2007
- Handle incoming customer queries via phone and email within given SLA
Education
High School Diploma -
VTI Poperinge
Poperinge 04.2001 -
Skills
Account Management
undefinedTimeline
Global AP and Payments Process Manager
Johnson & Johnson
01.2024 - Current
EMEA L2 Contact Center Lead
Johnson & Johnson
09.2019 - 12.2023
Knowledge Management Manager
Johnson & Johnson
09.2016 - 08.2019
Customer Service, E-invoicing & Systems Manager
Johnson & Johnson
05.2016 - 08.2016
Customer Service Team Lead
Johnson & Johnson
06.2011 - 04.2016
Customer Service Specialist
Johnson & Johnson
06.2009 - 05.2011
Customer Service Agent
Johnson & Johnson
05.2008 - 05.2009
Customer Service Team Lead
Accenture
09.2007 - 04.2008
Customer Service Agent
Accenture
04.2005 - 08.2007
High School Diploma -
VTI Poperinge
04.2001 -
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