Robert Smoor

Robert Smoor is an experienced Business Improvement Manager and Business Change Manager, currently at Zilveren Kruis since June 2018. Robert has successfully implemented a new vision and introduced Lean methodologies, resulting in a significant increase in team effectiveness from 47% to 69%, an improvement in NPS from -12 to +1, and a rise in internal customer satisfaction with coaching from 7.2 to 9.1. Additionally, at Achmea, Robert has overseen the implementation of COPC and the rollout of Genesys Interaction Recording, as well as the migration of content management and optimization of processes in Hoorzorg. Previous roles include Team Manager positions at Achmea and a Customer Service Agent at Fortis Bank. Robert holds a black belt from The Lean Six Sigma Company and a degree in Management van Verandering from NCOI, along with studies in Sustainable Management & Change from the University of Amsterdam and Luigi Bocconi.