Dutch speaking, Finance/IT/Customer Service

Herman M. Bertsch

Address: Makati Avenue Mobile no: +63-998-***-****

Email Add: *************@*****.*** Skype: gadogado98

Synopsis of Achievements

Leading a team of 2, cleared out an administrative backlog for travel reimbursement expenses;

Leading a team of 10 people, boosted team morale, got payment process back under control;

Participating in an IT incident reduction project. Achieved a reduction of 30% of the total number of the monthly incidents;

Made the IT Change process more efficient while improving audit compliant;

Setup all necessary procedures for a spice factory in Indonesia and contribute to the export volume increase to the Netherlands.

Work history

Getronics Shared Service Centre, Budapest, Hungary August 2014 – March 2015

Function: Dutch Call center agent for 2 different Belgian clients

Provide 1st IT Level support

IBM Hungary Shared ServiceCenter, Budapest, Hungary April 2012 - June 2012

Function: BSO (Business Support Operations) specialist End of lease Benelux

EOL letter creation and submission;

Customer’s EOL decisions must be loaded into the system;

Customer’s request for Early Termination, Early Buy Out;

Timely and accurate EOL billing activity (e.g. late return billing, continuation billing, damage billing);

Disputes are handled within 48 hour target;

Communicate to team leader and/or management on issues that jeopardize achievement of measurement attainment

Unispices BV, Surabaya, Indonesia June 2011 – December 2011

Function: Auditor/Assistant Manager

Set up all internal procedures/processes of a new established nutmeg factory and make sure staff is working in compliance with the company requirements.

Contribute in increasing the export to the Netherlands by making the production process more efficient.

Delta Lloyd Insurance company, Amsterdam Sept 2009 – March 2011

Function: IT Service coordinator (Incident, Problem and Change Management)

Ensure that all IT teams follow the incident management process for every incident;

Chairman for CAB (Change Advisory Board), authorize Changes with a big impact on the business;

Reporting several SLR’s, score cards and KPI’s and present it to the Management;

Contribute in making the Change process more efficient and make it auditable proof;

Trend analyses of reoccurring incidents in order to contribute to Problem Management;

Participating in the incident reduction plan project. I made it possible to achieve a reduction of about 30% of the total number of the monthly incidents;

Act as a chairman in case of Major Incidents which need to be resolved within the agreed SLA;

24 hours shifts to monitor high impact incidents after normal working hours.

IBM Nederland BV, Amsterdam June 2003- July 2009

Function: IT Service Coordinator/ Financial specialist for different internal clients

Administer/submitting of HW/SW orders;

Setting up and submitting ICA’s between Benelux and other countries;

Reporting of actual versus budget to make a forecasting;

Register and plan IBM car lease holders for the compulsory DAP (Driver Ability Program) theory and practical exam and present it to the Management.

PriceWaterhouseCoopers, Amsterdam September 2001 – May 2003

Function: Financial Analyst/Team Lead Accounts payable

Complete bookkeeping (AR, AP, GL and balance) of several clients of PWC;

Separate administration of the travel invoices (750) and manage monthly payment via AMEX;

Managing AP-team (10 persons) and make sure weekly payment is done of approx. 3.000 invoices;

Set up and/or fine tune existing procedures within the AP department.

Keytours Travel agent, KLM and Martinair, Electrolux and GVB 1988-2001

Function: Credit Control/assistant accountant/Team leader

Creating aged debtor reports and discuss it with the management;

Prepare weekly and monthly cash flow reports and margin control;

Reconciling multi currency accounts of several received payments of different airlines;

Discuss disputes with Account Managers;

Manage a team of 5 persons involved with cash flow process of the external service men.

Chairman of the bi-weekly meetings and initiate ad hoc meetings if needed.

Education

PDB, (Practical accounting certification), Foundation practice exams, Hilversum 2001

MEAO, (Business College), at Contardo Ferrini College, Amsterdam 1994

MAVO, (Middle General Secondary Education), Petrus Canisius, Gouda 1982

LEAO, (Lower Economic and Administrative school), School Corporation, Gouda 1979

Courses:

ITIL 3 Foundation Bridge (Institute for Information Science) 2010

Project Management Fundamentals (IBM learning) 2007

ITIL Foundation in IT Service Management (IBM learning) 2005

Advanced communication skills course (IBM learning) 2006

Various advanced Excel 2003 module certificates (IBM learning) 2005

Customer Satisfaction (IBM learning) 2005

Personal effectiveness (IBM learning) 2004

Languages

Dutch (native tongue)

English (fluent)

German (intermediate)

Indonesian (conversational)

Malaysian (conversational)

Tagalog (conversational)

References and further personal data furnished on request

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