• Aug 2020 - Present

Currently responsible for overseeing the supply chain operations of thepackaged gases logistics team (scheduling and order management). In this role, my focus is to ensure:- Achievement of daily KPIs and tracking of important tasks (e.g., OTIF,customer service surveys and quality metrics, shipment and inventoryoptimization, supplier and retailer relations, purchasing activities, etc.)- To cultivate customer loyalty and service excellence, by mentoring andfacilitating the professional and personal development of the team.So far, I was able to:- Make significant changes to the structure and responsibilities of the team- Design and implement a training curriculum- Improve and automate several processes and daily tasks- All of which have resulted in great improvement of services and theelimination of extra costs due to lack of structure and robustness ofprocesses. Direct report: 25 Show less

• Jan 2018 - Aug 2020

In this role, I was responsible for the development and implementation of process optimization projects for the Logistics and Order Management department.The main objective was to improve the customer experience by improving processes and supporting and coaching the order management team to achieve service excellence.The 2 projects I designed and implemented were the Service Excellence Project and the Quality Assurance controls that led to a significant improvement in the department's own service culture and customers experience. Show less

• Jan 2015 - Dec 2017

In this period I was responsible for the Customer Service team cultivating customer loyalty and service excellence through:- KPI monitoring and improvement- Complaint management, - Being the first point of escalation for all customer service enquiries. Whilst in this role I was able to improve team performance by providing feedback, coaching, and encouraging teamwork. Number of direct reports: 8

• Jan 2014 - Jan 2015

I oversaw the team responsible for closing all the unclosed trips that the system could not perform, this work was extremely important as unclosed trips prevented the issuing of invoices and affected our inventories. I was able to restructure and implement a unified process for all regions that resulted in the percentage of closed trips increasing considerably, which translated into increased revenue as invoices were closed correctly and on time. Number of direct reports: 7

• Jul 2012 - Dec 2013

I was responsible for ensuring that European business requirements were met throughout the design process of MOBY (delivery application designed and used by Air Products worldwide). The main responsibilities were:- Carrying out extensive testing of the application- Presentations of progress throughout the project to stakeholders- Participation in various Go-Lives around the world to implement the app as well as being the European point of contact for the tool after implementation

• Sep 2010 - Jul 2012

In this period I was responsible for the Customer Service team cultivating customer loyalty and service excellence through:- KPI monitoring and improvement- Complaint management, - Being the first point of escalation for all customer service enquiries. Whilst in this role I was able to improve team performance by providing feedback, coaching, and encouraging teamwork. Number of direct reports: 10

• Sep 2009 - Sep 2010

In this role I ensured to always provide excellent customer service by being proactive and efficient, my responsibilities were: - Order management and general Customer/Supply Chain support.- Order taking and general customer/internal inquiries.- Complaints creation/ maintenance.- Customer and driver calls handling.