Alex Terpstra

Chief Customer & Employee Care ABN Amro Bank

My passion is to create maximum customer satisfaction. Coming from an entrepreneurial family, I grew up to do everything for a smile! Only happy customers will lead to steady, long-term income. I want to exceed the expectations of my customers and still want to learn from them and others. So please contact me if you have feedback for me!

I am a real go-getter. Since my youth and studies (MAVO-MEAO-HEAO-Universiteit), I have learned to continue and not to give up. Together with my team (1+1 =3) and with a healthy dose of self-criticism and humour, I reach my goals.

Today I am responsible for customer and employee signals, to handle them in an excellent manner from 1 central location. Based on this data and A.I., I ensure sustainable improvements with the aim of increasing customer satisfaction, employee satisfaction and efficiency!

More facilities in mobile banking, the payment Tikkie app, the highest Employee Engagement (EEO) within the Retail bank and a strong rise in the Net Promotor Score (NPS) with 45%, are some of my results.

In 2015 I won the CCMA Innovation Future award because of building and implementing a trainings avatar within my organization. First time right, average handling times and Net Promoter Score improved substantially. Moreover we got more secure and enthusiastic employees!

My contribution: improving economic profit by leading and motivating the most important part of the company: diverse employees!