Cynthia Mak has been named Manager of the Year 2021 at the CCMA awards finals. In doing so, the Manager Customer Care at Talpa Network left fellow finalists Barbara de Koning Gans (Rabobank), Gitta Hoeks (Zilveren Kruis Achmea) and Ramond Leenders (GGD Regio Utrecht) behind.
Mak was especially pleased, surprised and a little speechless. With the award, Mak will become an ambassador for customer contact for the next year. “In that role, I want to be motivating and inspiring,” Mak said. She herself has gone through all facets of customer contact from side job to shift leader and now the manager of a large department. Mak’s goal in the future is for the prestige of customer contact in general to skyrocket.
Jury chairman Maarten Vader, winner of the award in 2017, spoke of an exceptional performance by the freshly elected Manager of the Year, in which Mak showed he could hold his own in a commercial organization, yet present and achieve clear goals for client and employees.
The (CCMA) Contact Center Manager of the Year Award is a prestigious title. Last year the title was not given away, but two years ago Mirjam van den Berg won, who was on the jury this year. The event was organized by the CCMA and main sponsor Yource. The parties made an effort to responsibly “remotely” organize this show, which focuses on the manager and the human behind it. It became a hybrid event where everyone could watch from home or from one of the six Coronaproof ‘hubs’ organized by the sponsors.
