Microsoft Office Customer Service

Paul Jacques Kesset Leeflang

Boston, Massachusetts USA +1-857-***-**** ************@*****.*** LinkedIn: https://www.linkedin.com/in/paulleeflang

Summary:

Solid understanding of Business Requirement gathering, Business Process Flow, Business Process Modelling and Analysis.

Managed complex business initiatives to balance requirements for functionality, efficiency and quality.

Experience with ISO, Six Sigma and Dutch Healthcare certifications.

Documentation skills for writing Use Cases and Functional Requirement Documents.

Experience in facilitating Joint Application Development (JAD) and Joint Requirement Planning sessions, interviews, workshops and requirement elicitation sessions with end users, clients, stakeholders and development team.

Experienced in conducting GAP analysis, SWOT analysis, Risk Analysis and mitigation plan, Cost benefit analysis and Return of Investment analysis.

Experience in creating user manuals and providing training to others.

Experience in the development, implementation and integration of strategies within a team oriented environment, utilizing quantitative and qualitative analytical skills.

Professional with problem solving and decision-making capabilities, along with the ability to resolve difficult situations.

Strong Interpersonal, communication and presentation skills.

Education:

Master of International Business (M.Sc.) August 2016

Hult International Business School Boston, Massachusetts

2nd Place Mister Hult International Boston

Bachelor in Business Administration (BBA) November 2013

HAN University Arnhem, the Netherlands

Student Ambassador

Experience:

Adecco – Canton, Massachusetts 2017 -

Customer Service Agent. Being the connection between the shareholder and the fund company. Used specific computer software to process proxy votes for the board to decide if shareholder meeting was held or adjourned

Inform shareholders about their options

Persuade shareholders to vote according to Vanguards management recommendations

Collect responses and process into computer system

Mass Visions - Quincy, Massachusetts 2016 - 2017

Corporate Trainer. Developed my interpersonal skills. Learned and applied product knowledge through interaction with clients.

Train Account Executives

Run workshops

Applied marketing principles

CLEOFA B.V. Amsterdam, the Netherlands 2014 - 2015

Consultant. Set up a business plan. Created an organizational chart and standardized work processes in flow charts to become eligible for a healthcare certification. Cleofa B.V. is a homecare agency that specializes in taking care of elderly people.

Conducted SWOT analysis and GAP analysis

Created Business Process Flow, Business Process Modeling and Business Model

Conducted Joint Application Development(JAD) sessions

Interviewed employees, managers and stakeholders

Researched important health care norms and provided the information to the quality manager.

Established the client advisory board to make the best decisions for future business issues.

Gathered performance objectives by interacting with workers and creating job descriptions.

MKB WINSTPUNT Duiven, the Netherlands 2013 - 2014

Market Analyst. Performed a quick scan of a region for future expansion. MKB Winstpunt, an innovative incubator that focuses on creative business models of SME’s.

Met with stake holders and visited different events to increase visibility.

Created a Business Requirement Document

Created a SWOT analysis of a specific city identifying strengths, weaknesses, opportunities and threats.

Implemented and created action plans showing with timetable showing what steps should be taken.

MADURO & CURIELS BANK Willemstad, Curacao, the Netherlands Antilles 2009 - 2010

Intern. Worked in the banking operations department on flow charts and went on the floor to observe what the employees were doing and documented the process.

Shadowed employees and interviewed managers

Created workflows with MS Visio

Conducted JAD sessions with managers to discuss how to improve current processes

Created a Functional Requirement document

Additional Information:

Languages: English (proficient), Spanish (intermediate), Dutch (native), Papiamentu (native)

Technologies: Microsoft Office, Visio, QuickBooks, Excel, Agile, MS Project

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