Customer Care Service

Serge Meulenbelt

London, UK

+** (0-758******* *****.**********@*****.*** LinkedIn

Professional Summary

Customer-focused and results-driven Customer Care Team Leader with 20+ years of experience in managing and developing high-performing customer service teams within regulated and service-driven industries. Adept at resolving customer complaints, ensuring compliance with industry standards, and improving operational efficiency. Skilled in team supervision, complaint resolution, customer experience enhancement, and process optimization to achieve higher satisfaction rates and service excellence.

Leadership & Team Development – Managed and coached teams of 20-50+ Customer Care Officers, fostering high engagement and strong performance.

Complaint Resolution & Service Recovery – Expertise in managing escalations, Ombudsman compliance, and service failure investigations, ensuring resolution within required timescales.

Regulatory Compliance & Social Housing Understanding – Experience working in customer-centric and compliance-heavy industries, ensuring adherence to industry regulations.

Process Improvement & Case Analysis – Strong ability to analyze service trends, track performance, and propose operational enhancements for service excellence.

Customer-Centric Operations – Dedicated to enhancing customer experience through efficient communication, accurate record-keeping, and proactive service improvements.

Core Competencies

️ Team Leadership & Supervision

️ Customer Complaint Handling & Escalation Management

️ Housing Ombudsman Compliance & SLA Adherence

️ Process Improvement & Data Analysis

️ CRM & Case Management Systems (Zendesk, Freshdesk, Oracle)

️ Customer Satisfaction & Service Recovery Strategies

️ Stakeholder Communication & Cross-Functional Collaboration

️ Training & Development of Customer Care Teams

Professional Experience

Head of Business Development & Operations

Coral Club UK May 2024 – Present London, UK

Led customer care operations, improving complaint resolution time by 38%.

Supervised customer service officers, ensuring high service quality and adherence to customer care protocols.

Designed customer satisfaction and engagement initiatives to enhance service delivery.

Operations Director

WHYi, London Jun 2021 – Sep 2023

Managed customer service processes, implementing AI-driven CRM automation to improve response times by 35%.

Developed and trained customer care teams, focusing on escalation handling and quality assurance.

Improved CSAT scores (68% 89%) by introducing proactive service enhancements.

Operations Director Europe Head of Customer Support & Logistics

Beate Uhse Group, London & Amsterdam Feb 2019 – May 2021

Led a customer care team of 50+, improving first-response resolution by 42%.

Implemented structured complaint handling procedures, ensuring compliance with ombudsman and service standards.

Strengthened case tracking systems, improving response times and resident satisfaction.

Operations Manager Europe

Norwex Germany GmbH, Frankfurt Aug 2017 – Jan 2019

Managed customer service performance, reducing complaints by 35% through process streamlining.

Led service audits and investigations, ensuring timely resolution of service failures.

Head of Customer Support & Operations – North Europe

Herbalife Nutrition, Uxbridge May 1999 – Jul 2017

Led customer care teams, ensuring high service quality and complaint resolution.

Managed customer escalation cases, ensuring accurate case tracking and service follow-ups.

Developed and implemented customer service training programs.

Education & Certifications

Bachelor’s Degree in Commercial Economics – HEAO, Amsterdam College, Netherlands

Customer Experience & Service Excellence Certification

Health & Safety Certification (Netherlands) Willing to obtain NEBOSH/IOSH (UK)

Technical Skills & Tools

CRM & Contact Center Tech: Zendesk, Freshdesk, Oracle, SAP, AI Chatbots

Complaint Resolution Metrics: CSAT, SLA Monitoring, Ombudsman Case Handling

Process Automation & Customer Care Improvements

Service Failure Investigation & Case Study Development

Languages

English – Fluent

Dutch – Native

German – Professional Proficiency

Why I’m a Strong Fit for Rydon

Proven leadership in customer care and complaint resolution, aligning with Rydon’s requirements.

Expertise in managing escalations, Ombudsman compliance, and service tracking, ensuring service failures are identified and resolved efficiently.

Strong background in regulatory compliance and social housing-related service delivery.

Hands-on experience in customer feedback analysis, trend identification, and process improvement strategies.

Passionate about ensuring customers receive the highest service standards while improving team efficiency and morale.

Looking forward to discussing how I can contribute to Rydon’s Customer Care Team as a Team Leader!

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