Experience

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  Lef group

  Jul 2004 - Mar 2006

  Purchase assistant

  • Execution of goods purchase according to production quantity and schedule• Maintain ongoing relationships with new and existing suppliers • Pricing and competitor analysis. Identify alternative sourcing strategies to drive cost and process cost reductions.• Responsible for warehouse control and overall goods delivery life cycle • Purchase and Sales of goods and materials from/to foreigners companies and firms

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  Lufthansa intouch dublin

  May 2006 - Apr 2016

  Manage multi-lingual Teams up to 30 FTEs responsible for handling customer queries on different services such as sales and reservation, travel agencies, fidelity program, lh.com users and V.I.P./Corporate. ACHIEVEMENTS AND CONTRIBUTIONS• Lean Project “Reaching full performance before the end of probation period for new hired”Goal: achieve cross skill and higher productivity results before ending probation. Result: Slashing it by 1 month (-25%) and consequential increase of number of transaction handled from 45 to 60 calls/day (+33%) average per employee; Timeline: 3 months• Lead of Global Project on”Leaning and harmonization of Market Specific Manuals within Lufthansa InTouch SSCGoal: elimination of redundant and obsolete information. Result: Reduction of Manual content to merely Market Specific information (about -75%) with consequent reduction of training delivery time from 2 hours to 30 minutes;Timeline: 4 months• Hot keypad ProjectTarget: Reduction of total handling transaction Result: average 20% among all Team Members through analysis of frequent asked support requests from Travel Agencies (AHT decreased from 324s to 261s)Timeline: 3 months• Review and Process mapping of the First Class Services Goal: Reduction of response time for Service Organization and Delivery Result: reduction of service confirmation from 48 hours to 12 Hours / same day Timeline: 1 month• Increase Team productivity from 52% to 69% (+17%) by reviewing staffing, workload and Cross skilling activities following planning training and development activities on new products and services.• In 6 months delivery of Lean Six Sigma Basic Yellow Belt Training to 50 Lufthansa InTouch employees (33% of population - Trainers, Quality Specialists, Coaches, Team Managers and Supervisors);• Development and creation of Visual and Team boards > increased Team awareness towards Markets performances - 80% of engagement rate achieved in 3 months after implementation. Show less

  • Senior Team Manager - Lean Six Sigma Green Belt

    Jul 2008 - Apr 2016

  • Customer Sales and Service Representative

    May 2006 - Jul 2008
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  Monsanto company

  Jun 2016 - Jun 2017

  Interface business partner and team leader customer service

  Managing a Team of Customer Account Specialists (Iberia and Italy) responsible for order management, delivery requests shipment, solving invoicing and pricing requests queries. Use of Sales Force, SAP and other IT and CRM systems to follow up on OTC flow.Executing regular, scheduled touch points to review open order status, discuss upcoming anticipated supply needs, review all positions as per commercial strategy.Monitoring Team and Markets KPIs and metrics to achieve and exceed targets set up.Supporting Sales Team by providing information on product planning and production, product stock availability, logistic lead time.ACHIEVEMENTS AND CONTRIBUTIONS• +20% gross sales and 98% on-time deliveries achieved during Campaign 2017 by successfully handling workload distribution, order management and follow up on deliveries requests • 97.5% of orders inserted by Sales Team by supporting the development and implementation of SalesForce.com CRM system for Italian Market • Implementation of Transfers function for Italian Market Show less

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  Differently employed

  Jul 2017 - Nov 2017

  Student - sport and wellness - passionate cook - home manager - networker - job seeker

  - Studying Dutch language and getting better acquainted with the Dutch culture- Keeping up to date with Microsoft Excel tutorials - Reading - Practicing sport ( boot-camp freestyle training, spinning, fitness) meditation and mindfulness enhancing more strength and balance - Improving culinary skills by experimenting and learning new recipes - Supporting and taking care of my companion in life in her new professional challenge- Home Management - Networking- Looking for a new challenge to contribute with my experience, improve and increase my skill set. Be a person and a professional of value for my new colleagues and organization. Show less

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  Nuvasive

  Dec 2017 - Dec 2022

  - Responsible for the day to day operations between customers (B2B Direct and Distribution Channels) and customer service team;- Leading, mentoring and coaching the Team to achieve high customer satisfaction level. - Liaise with HR and Top Management to recruit and develop customer service representatives;- Cooperate and contribute in creating and manage KPIs to enhance improvements and excellence in services provided; - Provide and document consistent feedback to employees - Complete employee performance reviewsResponsible in leading and hands on:Order Management & Fulfillment;Material Returns and Customer Complaints;Inventory Planning;Customers Communication (Agents, Distributors, Hospitals);Analysis and Reporting activities.Assisting the Project Manager on current roll outs of additional international customers hand over with the enhancement of sales revenue for the managed division by end 2020;Collections support as requested by FinanceCustomer Master Data MaintenanceInternational distribution partner support in EMEA and APAC regionaLean Six Sigma Continuous Improvement Projects in line with Organisational strategy and goals- Drive to root cause and implement/track and sustain corrective actions- Responsible in creating and/or improve SOPs- Support relentlessly Sales, Product&Marketing Management, Distribution, Project Management, Finance&Accounting, Regulatory, Legal, Trade&Compliance and IT for improvements and growth enhancements;Review, analyse and manage inventory levels to enhance sales and customer demand. Show less - Manage, support and execute the introduction of new products in the organisational stream- Developing and maintain Standard Operating Procedures (SOP).- Process Management - Partner with demand-planning as well as Customer Care and warehousing to establish andmaintain warehouse inventory levels.- Arrange the weekly and monthly supply from the best source and ensure delivery based on the demand forecast into the distribution-center or the country warehouses.- Monitor and ensure inventory levels based on actual territory demand.- Execute inventory transfers and reconciliations.- Plan and monitor material flows and analyze stock levels- Placing and managing purchase orders- Expediting of outstanding purchase orders - Medical devices, sets, instruments, material replenishment and rotation management- Full Order to Cash process owner- Use of ERP SAP - Business One - COGNOS Performance Management - Atlas - Salesforce Show less

  • Team Lead International Customer Service

    Sept 2019 - Dec 2022

  • Senior International Customer Service Representative - Sales Support - Supply Planner

    Mar 2019 - Aug 2019

  • International Customer Service Sales Support - Supply Chain - Demand Planner

    Dec 2017 - Feb 2019
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  Bridgestone mobility solutions

  Dec 2022 - now

  Regional manager customer succes at webfleet - bridgestone mobility solutions

  - Steer weekly/monthly/quarterly opportunities pipeline- Support Account Managers - Channel managers - Business partners- Engage with Reseller Partners to cooperate in both sales and customer relationship activities- Cooperate with Business Analysts and Marketing Team on sales/up-sell/cross sell and transitions campaigns- Proactively guide the team across their portfolio of customers to unlock early and sustained product adoption and success with Webfleet - BMS - Review and coach performance of the CSM and TL activity in customer accounts- Identify opportunities and risks across the team and customers- Support and Manage escalations from team members- Drive best practices and consistency in the quality of customer engagements across the team- Develop new ways of working within the team and with customers- Inspect and adapt practices based on data- Ensure reflection and iteration on team practices- Invest in learning and thought leadership in the practice areas and craft of CSM- Drive collaboration and outcomes across Webfleet BMS teams to better serve customers and team members- Support reporting and data delivery from CSM to other parts of the business- Develop collaborative programs and partnerships with other teams- Build strong team members and a flexible CS/M organization- Mentor and develop the capabilities of CSMs and TL with success and growth planning- Supporting and working with Talent acquisition and HR in the hiring process- Contribute to annual and quarterly planning- Deliver on the team and company mission and objectives- Drive team OKRs- Develop and support strategic initiatives within the team and across the business (TA - HR - Marketing - CX - BA - Training and Quality - Supply Chain and Logistics) - Provide clarity and priority to support the team's focus and execution Show less