William has more than 20 years of successful management experience in multiple domains such as customer service, project, programme, crisis management, and customer experience. He has worked extensively in virtual global teams. William has been responsible for high-performance multi-disciplinary teams driving resolution of complex problems that risked damaging customer relationships.

Professional background

With more than 26 years at Cisco Systems in a variety of programme and people management regional and global roles, William worked through fast growth and market/economic disruption.
He delivered on time, on budget, in core PMO for $63M Global IT system replacement project and built strong working relationships with IT teams.
William was part of the core team which created and run the Customer Experience (CX) practice within global services business with focus on customer success digital renewals.
He delivered digital transformation, cost-saving projects and CX improvements across technologies, functions, regions.
Business leader charged by senior executives to manage cross-functional resources to resolve complex, technical, financial and relationship issues across EMEAR while also responding to highly visible incidents with potential for business and reputational damage.
William ensured effective operational Contact Centre and Logistics team management (EMEAR) during rapid growth including recruitment, training, and employee development while driving global initiatives.

Education and qualifications

William holds a MSc Work and Organisational Psychology (Universiteit Maastricht); a Bachelier en Psychologie de la famille (UC Louvain); a BSc Psychology (UC Dublin). William is a qualified Mediator (IMI) and a CCXP Certified Customer Experience Professional.

Personal

William came to Brussels 30 years ago and has no plans to leave, enjoying as he does the diverse international, rich cultural heritage. With interests in history, architecture, William is actively involved in amateur drama.