This article about the 2021 CCMA Awards appeared on the website of Customer First.
On Thursday evening, June 3, 2021, it will be announced which of the four finalists will be the winner of the CCMA Awards 2021. In the race for this title are Barbara de Koning Gans (Rabobank), Cynthia Mak (Talpa Networks), Gitta Hoeks (Zilveren Kruis Achmea), Ramond Leenders (GGD Regio Utrecht). Just a quick round of introductions.
Barbara de Koning Gans
Barbara de Koning Gans is responsible for Rabobank Customer Service. Together with 2,500 advisors and support staff, they are the first point of contact. They are the ears and eyes of the bank, always on the move and the drivers of change. She entered the profession via the marketing side, but has crept ever closer to the customer. The customer as a means of improvement for the customer himself. The customer pinpoints where an organization can improve. That in combination with an enormous customer heart has connected me to this profession,’ says Koning De Gans.
In her own words, she can win the prize because she is able to set in motion a movement in which she connects everyone to the vision of an organization and allows everyone to work from their own strengths, thereby gaining a lot of self-confidence. The King Goose thinks the beauty of the profession is that the customer and employee get a little better every day. In the future, she would like to challenge organizations and the industry to bring in the voice of the customer and show the importance of this, so that customer contact centers are not just seen as closing costs, but as full-service centers where value is added.
Cynthia Mak
Cynthia Mak is Manager of Customer Care at Talpa Network. She entered the customer care world as a side job through a friend at Natufit (now: Flinndal). After six months she was shift leader and after eight years she finally switched due to lack of advancement opportunities. She loves this business because Customer Care touches all departments within a company, including the real personal contact with the customer. The fact that there is always a need for Customer Care, because not everything can be 100% flawless, also means there is always room for improvement and motivation, Mak said.
She says she could be a good winner because of the good vision based on practical experience. Knowing herself what it’s like to be on the phone line and resolving complaints as a basis and being able to translate that to the business. Having an eye for processes and costs. Mak’s goal in the future is that in general, the prestige of customer contact will skyrocket.
Ramond Leenders
Ramond Leenders is interim manager at the GGD Regio Utrecht and responsible for two departments within the Corona company, including Source and Contact Research. With a background in IT combined with information management, he has introduced a ‘data driven’ approach to the Corona company. ‘What goes well today can be done better tomorrow in the same amount of time, or at least just as well in less time,’ is his credo. He encourages employees from their talents and calls his nomination an appreciation for the entire GGD Regio Utrecht.
Gitta Hoeks
Gitta Hoeks is mananger customer service at Zilveren Kruis and enjoys stimulating improvements in a socially relevant environment. Her goal is to bring health closer to clients and employees. This is partly due to her background in health science. ‘When my employees are well in their skin, contacts with customers are easier, nicer and better. Thus, customer satisfaction grows along with employee satisfaction. Because health is more than not being sick,’ Hoeks said.
