DIRK DAEMS
Sliema
Summary
- Accomplished multilingual Customer Service and Operations professional with extensive experience supporting European markets across finance, insurance, healthcare, logistics, and iGaming sectors.
- Proven expertise in portfolio management, compliance support, issue resolution, process optimization, and team leadership with a strong focus on service quality and operational efficiency.
- Skilled in cross-functional collaboration and high-volume customer support while maintaining accuracy, professionalism, and client satisfaction.
Overview
37
37
years of professional experience
Work History
European Customer Advisor - Dutch Market
bet365
07.2021 - Current
- Deliver multilingual customer support (Dutch, German, French) by resolving account issues, payment queries, and platform-related concerns with accuracy and professionalism.
- Ensure compliance with industry regulations and internal policies while delivering high-quality service in a fast-paced, digital environment.
- Troubleshoot technical issues, and collaborate with cross-functional teams to provide effective customer solutions.
- Maintain detailed records of interactions, escalate complex cases, and contribute to improved service workflows.
Team Captain - Customer Service
Ubeeqo
12.2017 - Current
- Oversaw nightshift operations, including package sortation, distribution, staffing plans, and workflow coordination.
- Supervised team performance, delivered training, and ensured safety compliance across all operational processes.
- Addressed and resolved logistics, staffing, and operational challenges to maintain high service levels.
- Coordinated scheduling, holiday planning, and team allocation to optimize productivity and efficiency.
Supervisor - Nightshift
Amazon Germany
10.2019 - 06.2021
- Oversaw nightly sortation operations, staffing, and distribution workflows.
- Supervised team performance, training, and safety compliance.
- Resolved logistics challenges to maintain service levels.
- Managed scheduling, holiday planning, and productivity coordination.
Senior Customer Service Agent - Benelux
Eli Lilly
10.2015 - 12.2017
- Managed complex inquiries from hospitals and wholesalers, including AP/AR matters, and product logistics.
- Ensured compliance with regulatory standards and internal SOPs while delivering accurate, timely information.
- Coordinated with finance and logistics teams to resolve issues and maintain service continuity.
- Provided high-level customer support, strengthening relationships with key healthcare partners.
Dedicated Portfolio Agent
MassMutual
06.2012 - 06.2014
- Managed customer portfolios across Belgian, French, and Swiss markets, ensuring accurate documentation, and timely service.
- Provided guidance on investment products, policy updates, and account maintenance.
- Collaborated with internal teams to support underwriting, compliance, and client servicing.
- Delivered tailored customer solutions that strengthened long-term client relationships.
Senior Assistant - New Policies
ABN AMRO
04.2011 - 01.2012
- Supported the manager of new policies, ensuring compliance with regulatory and internal standards.
- Coordinated with sales teams and custodian banks regarding policy details and client onboarding.
- Conducted documentation reviews, and ensured adherence to policy requirements.
- Identified opportunities to streamline onboarding processes, and reduce operational errors.
Manager - Investments & Inheritance
Lombard International
10.2008 - 05.2010
- Managed a team responsible for Belgian investment portfolios and inheritance assessments.
- Served as the primary contact for clients and depositary banks, ensuring accurate and timely processing.
- Oversaw investment documentation and compliance procedures to reduce risks, and ensure accuracy.
- Streamlined operational workflows to enhance team performance and client satisfaction.
Team Leader - Broker Department
Euresa Life SA
11.2006 - 09.2008
- Supervised broker operations, including commissions, fees, compliance checks, and account updates.
- Managed relationships with existing and prospective brokers to support revenue growth.
- Oversaw stock management and front-desk reception operations.
- Improved process efficiency through updated procedures and documentation standards.
Assistant to COO
Delta Lloyd Life
10.2002 - 10.2006
- Handled escalated complaints, prepared operational reports, and coordinated communication between departments.
- Delivered communication training to staff to improve service consistency.
- Reported daily to the COO on operational activities, risks, and workflow issues.
- Supported board presentations by preparing documentation and performance summaries.
Team Leader - Customer Service
ABB Verzekeringen
01.1989 - 09.2002
- Led front- and back-office teams to deliver high-quality customer support and operational accuracy.
- Trained internal and external staff on service procedures and communication standards.
- Oversaw daily service operations and resolved escalated customer issues.
- Improved service delivery through process updates and performance monitoring.
Education
KTA2 - Accounting
KTA2
Belgium01.1988
Secretarial Degree -
Damiaaninstituut
Belgium01.1984
Skills
- Customer relationship management
- Compliance and regulatory support
- Portfolio and policy administration
- Team leadership and training
- Multilingual communication
- MS Office and CRM systems
- Problem-solving and critical thinking
- Cross-functional collaboration
- Conflict resolution and escalation handling
- Adaptability and stress management
- Time management and organization
- Analytical decision-making
Timeline
European Customer Advisor - Dutch Market
bet365
07.2021 - Current
Supervisor - Nightshift
Amazon Germany
10.2019 - 06.2021
Team Captain - Customer Service
Ubeeqo
12.2017 - Current
Senior Customer Service Agent - Benelux
Eli Lilly
10.2015 - 12.2017
Dedicated Portfolio Agent
MassMutual
06.2012 - 06.2014
Senior Assistant - New Policies
ABN AMRO
04.2011 - 01.2012
Manager - Investments & Inheritance
Lombard International
10.2008 - 05.2010
Team Leader - Broker Department
Euresa Life SA
11.2006 - 09.2008
Assistant to COO
Delta Lloyd Life
10.2002 - 10.2006
Team Leader - Customer Service
ABB Verzekeringen
01.1989 - 09.2002
KTA2 - Accounting
KTA2
Secretarial Degree -
Damiaaninstituut