Chris Goossens

Some informations about Chris Goossens:
Senior Vice President Customer Experience at Tnt Holdings
Based in Amsterdam, Netherlands.
Went to H Hartinstituut Heverlee
Chris Goossens Customer Experience Director Chris Goossens, Customer Experience Director for TNT Express joined the company in 1988 as an Indoor Sales in Belgium and was promoted to country customer service manager within two years. Three years later she became European Customer Service Manager and her responsibilities included developing the customer service strategy that still forms the foundation of the current approach. She became Director Research and Development in 1999. In this role she developed the successful cross-functional best practice Model depot program based on the EFQM (European Foundation for Quality Management) excellence model. Chris was promoted to the position of Commercial Director in 2001 and her role also included pricing and commercial process and policy development as well as customer profitability management. The combination of the sales, customer service and commercial functions form the basis for the new customer experience management strategy that was recently introduced. Chris was promoted again to a board function in 2004 and still occupies this position to date . Chris leads a team of 60 centrally based employees and 30% of employees globally have a functional reporting line or around 20.000 FTE. Specialties: Lean Six Sigma, Branding and identiy, Customer Focus Strategies, Activity Based Costing and Managemetn, Internal and External communication, Social and Environmental Accountability

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