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Andre Littiere

Operations Coordinator

Fastned | Amsterdam

Technologies

My Portfolio Highlights

My New Course

Introduction to R

My New Course

Introduction to R

Insights conductor, orchestrating a symphony of knowledge from data streams.

My Work

Take a look at my latest work.

course

Introduction to the Tidyverse

course

Introduction to R

course

Introduction to the Tidyverse

DataCamp Course Completion

Take a look at all the courses I’ve completed on DataCamp.

Courses

Introduction to R

Introduction to the Tidyverse

Courses

Introduction to R

Introduction to the Tidyverse

My Work Experience

Where I've interned and worked during my career.

Fastned | Aug 2024 - Present

Customer Operations Coordinator

- Owning the various support channels (incl. identification of new ones) and their performance. - Derive insights and strategic initiatives by being on top of the team’s metrics (contact rate, channel performance) and relentlessly identify areas for improvement. - Research, pilot and implement tooling to transform and evolve the ways of working (o.a. AI-based support solutions). - Work closely with our internal business stakeholders (Product & Engineering, Network Operations, Field Operations, New Markets team,..) to identify areas of improvement and provide recommendations that are based on best practices and industry standards. - Contribute to drive Fastned’s growth by fixing & building processes that are needed to scale.

Fairphone | Jan 2022 - Jul 2024

Project & Process Specialist

-Coordinate internal CS resources to ensure execution of project tasks. -Collect & organize information to assist with projects/process implementation. - Prepping & Giving trainings to CS when new processes are implemented. - Represent CS & assisting with Product & Service Launches -Creating & organizing clear communication channels between CS and other departments. - Working with CS team to ensure CS is fully supported during & after implementation of projects. -Using Tools (Basecamps/Mattermost) to organize how CS can work, give feedback, flag issues on company Projects. -Taking into account budget when discussing the implementation of new tools involving CS. (Consider what tools we use now and what the costs are) -Creating and maintaining Project Documentation internally for CS. (Ensuring Processes/way of working is documented for future) -Regularly represent CS in project meetings. -Collaborate with CS & other departments to ensure alignment of project scope & risk management. -Developing CS plans & monitoring Project progress within CS to report back to Project Leads/Project Meets. -Working closely with other departments when implementing a new way of working/new tools to ensure CS -Meeting with external stakeholders when needed to test new tools/implementations for projects. -Create & present data dashboards in Project meets when needed. -Represent CS during Project Review to provide improvement points and better way of working for CS for future projects-Coordinate internal CS resources to ensure execution of project tasks. -Collect & organize information to assist with projects/process implementation. - Prepping & Giving trainings to CS when new processes are implemented. - Represent CS & assisting with Product & Service Launches -Creating & organizing clear communication channels between CS and other departments. - Working with CS team to ensure CS is fully supported during & after implementation of projects. -Using Tools (Basecamps/Mattermost) to organize how CS can work, give feedback, flag issues on company Projects. -Taking into account budget when discussing the implementation of new tools involving CS. (Consider what tools we use now and what the costs are) -Creating and maintaining Project Documentation internally for CS. (Ensuring Processes/way of working is documented for future) -Regularly represent CS in project meetings. -Collaborate with CS & other departments to ensure alignment of project scope & risk management. -Developing CS plans & monitoring Project progress within CS to report back to Project Leads/Project Meets. -Working closely with other departments when implementing a new way of working/new tools to ensure CS -Meeting with external stakeholders when needed to test new tools/implementations for projects. -Create & present data dashboards in Project meets when needed. -Represent CS during Project Review to provide improvement points and better way of working for CS for future projects

Fairphone | Feb 2020 - Jan 2022

Customer Support Officer

After 8 months of working as a 1st line CS agent, I was promoted into a CS Officer role. My duties are: -Provide the best possible customer experience to our community while executing back-end tasks and management of tools & software. -Solve hardware & software tickets through multiple channels on the customer journey -Handle 2nd line questions via Zendesk, telephone & occasionally in person addressing both hardware and software related issues. -Effectively communicate and manage the flow of communication with team members and customers -Create procedures to handle interactions with customers & other departments using tools like Promapp -Achieve & set up metrics using Zendesk Explore to retrieve data. -Create articles both for internal use and website use. -Using G Suite to create documents, create informational points and training manuals. -Managing CS Data including creation & maintaining datasets. -Supporting & checking the Zendesk Backend to assure data integrity. -Providing Analysis & context to CS data. -Create data requests (Data reports) to be used internally in CS, specifically for Management. -Organize data dashboards to ensure easy good representation and easy understanding of the data. -Providing technical expertise on how the datasets/dashboards are created & where we get the data from.

Fairphone | Jul 2019 - Feb 2020

Customer Support Agent

-Provide the best possible customer experience to our community -Solve hardware and software tickets through multiple channels on the customer journey. -Handle 1st line questions via Zendesk, telephone and occasionally in person addressing both hardware and software related issues. -Effectively communicate information with your team members and customers.

My Education

Take a look at my formal education

Bachelor of Business, Hospitality ManagementWilliam Blue College of Hospitality Management | 2016

Bachelor of Business, Hospitality ManagementBlue Mountains International Hotel Management School | 2015

International School Of Paphos | 2014

About Me

My name's Andre I'm a Customer Operations Coordinator looking to improve his Data Analysis skills (Python) to use better with Zendesk APIs amongst other tools.

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