Experience

Eversys SA

• Switzerland
• Industrial Machinery Manufacturing
• 100 - 200 Employee

• Business Development Director

  • Sep 2021 - Present

  Regional P&L responsibility. Amidst pandemic restrictions, war, global supply chain disruption, economic downturn, high inflation, and significant FX impacts. Acting as a change agent to resolve business performance (sales, marketing, operations, people development). Building a holistic business with breakthrough performances through stakeholder buy-in and cultural change from product-centricity to customer-centricity and customer experience. Applying Lean Thinking principles to optimize all regional processes and Balanced Scorecard methodology to build business plans. The business was transformed, with a clear sight of the future for the Food Service industry. Major Achievements • 142% total orders growth in 2022 o In China intensified partnerships with Tim Hortons, Yum! and Nayuki. Expanded the business, winning contracts with Mcdonald's, China Post and Luckin Coffee o In Korea more than doubling the business. The strategy was to strengthen the relationship, customizing projects with distributors and key clients like Hollys, Banapresso, CBTL, Paris Baguette, Dunkin’, Baskin-Robbins o In Japan 400% of business growth • In SE Asia extended partnerships with SPC Group, CBTL (Jollibee), Tim Horton's (Rbi) regional offices accelerated the growth in Singapore, Malaysia, Indonesia, Cambodia, Thailand, Vietnam, Philippines • Margin recovery: increased margin by >30% • 3-to-5-year strategic plan developed and being implemented • Shanghai Office and new local team established in April 2022. Developing this team played a critical role in the results of what otherwise would be impossible to thrive due to the travel restrictions • Marketing campaigns increased brand awareness and market share. The partnership with Coffee T&I Magazine has accomplished the 1st large-scale Latte Art Competition using a Super Automatic Coffee Machine worldwide. The LatteArtDuel is happening all around China, with tens of baristas competing once a month, creating a big buzz in the whole market Show less



De'Longhi Group

• Italy
• Manufacturing
• 700 & Above Employee

• • Aug 2015 - Aug 2021

  Appointed to the role to tackle main customer care issues holding business growth and accelerating changes toward the market’s opportunities. Managing customer care teams, service network, spare parts and accessories sales, business development, the warranty account, defective returns, and seconds refurbishment. Accountability of ~7% of total region turnover. To instil a real Consumer-Centric mindset within the Company and create an Effortless Experience for consumers, 1. Mapped root causes of the major problems. 2. Identified and implemented the appropriate tools, software and systems. 3. Deployed digital tools for automation and Customer Experience improvements (e.g., SAP-CRM, SAP-BI, Knowledge Base, D2C eCommerce, Live Chat, eLearning).4. Applied A.I. and Big Data Management and Analytics to provide field feedback such as Voice of Customer (VoC), Sentimental Analysis and CRM reports.Major Achievements• NPS score increased by 40+ points on average during the last six years for the subsidiaries in the A.P.A. region.• Drastically reduction in customer interactions (>20% in average), resulting in significant contact centre savings by - Implementing D2C eCommerce for the spare parts and accessories business- Developing and deploying web self-service tools, Live Chat, Knowledge Base, FAQs, and How to Videos. • Average 30% reduction in warranty costs (double digits EUR million, at the bottom line)• Tripled accessories business sales in 6 years (double digits EUR million in sales a year).• Decrease in average 25% defective returns acting at complaint’s route causes• Identified new business opportunities available for the Group (e.g., new coffee accessories business, returns refurbishment and seconds sales), which were approved by the Board and implemented. • First D2C eCommerce platform for spare parts and accessories deployed in Australia and New Zealand. Achieved >30% reduction in call center interactions YoY Show less

• • Jun 2012 - Aug 2015

  Acted as a problem solver and change management leader in resolving extremely high return rates (>50%) of portable air conditioners, which was the company’s main business in North and South Americas. The potential impact was the loss of tens of millions of EUR in business since HQ was considering discontinuing the category.1. Implemented thorough inspection and affirmed that >90% of returned products were working perfectly versus complaint of “product does not work.”2. Conducted consumer-centric analysis of the user’s perception gap on performance. Diagnosed that the air conditioners, starting the previous year, displayed the room temperature instead of the temperature set by the consumer, resulting in the perception the product was not working despite the room being comfortably climatized. Conducted thorough fieldwork and consumer interviews to confirm findings. 3. Led HQ to remove the portable air conditioners’ room temperature feature. Return rates significantly decreased to <4%, resulting in high double digits positive results in the P&L's bottom line.Major Achievements• Decrease defective returns by >70% after 24 months leading the department• Reduced the Turn Around Time in warranty repairs from >40 days to <4 days in monthly average• Deployed company-owned Experience Center unit and > 230 Service partners all around the country Show less



Black Belt Consulting & Coaching

• São Paulo, Brazil

• Business Owner

  • Dec 2010 - May 2012

  Owned consulting enterprise. Aimed to increase productivity, profitability, optimize processes and professionalize medium-sized companies and family businesses. Owned consulting enterprise. Aimed to increase productivity, profitability, optimize processes and professionalize medium-sized companies and family businesses.



Electrolux Group

• Sweden
• Manufacturing
• 700 & Above Employee

• • Apr 2004 - Nov 2010

  Headed a team of 120 people and USD 20 million in annual resources for After Sales and acted as Project Manager in several deployments across BrazilMajor Achievements• Turned the After Sales unit in São Paulo into a profit center after 18 months of management.• 12x growth in sales of spare parts and accessories in 6 years.• Margin increase from 28% in 2004 to 62% in 2010• Customer Satisfaction Rate increased from 72% in 2004 to 98% in 2010• Deployed SalesForce CRM Project in Brazil.• Deployed SAP-ERP, POS and WMS systems for the After Sales department in Brazil• EMS Service Project Deployment – adapted Lean Thinking methodologies to improve service performance. The EMS (Electrolux Manufacturing System) Global Steering Committee elected this as the most innovative implementation in 2008. Show less

• • Jan 1999 - Mar 2004

  Provided technical support on the field giving feedback to Marketing, Quality, and Engineering departments by implementing product improvements and reducing product failure rates.