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Carla Velthuizen is an accomplished business consultant at Hot ITem since September 2015, specializing in strategic initiatives and customer experience transformation. Previously, Carla held various senior roles at KPN from October 2002 to September 2015, including Program Director for Customer Experience, where responsibility included the redesign of customer data management to facilitate a shift towards a customer-centric business model. Other notable positions included Manager of Innovation and Program Management, focusing on enhancing multi-channel customer engagement and data management, and Manager of Customer Care, overseeing complaint handling teams. Carla's educational background includes degrees from Vrije Universiteit Amsterdam and Fontys University of Applied Sciences.