Luxembourg
Dynamic Leader and People Manager. Experienced in Business Transformation Projects, Crisis Management, Supply Chain Optimization & Effectiveness Projects, Demand Planning, Customer Service, Logistics and Distribution. Owning Sox controls related to Sales & Revenue. Work experience includes leading big teams, facilitating problem solving, implementing sustainable solutions for complex supply chains. Highly competent and solid experience in building and influencing organizational capabilities and managing business improvement programs; order automation, AI tools, digital self-service. Capability to bring together detail transactional knowledge, business processes, and customer experience with strategic direction. Integration of systems SAP/OXAION/BW/LTT and acquisition experience. Worked in different SBU's (DCSE, AFS, DPT, DPS, S&C, W&P, NDD) in different countries (Belgium, Switzerland, Luxembourg). Previously I have had 3 years' experience in Forwarding and Logistics Management. Six Sigma Green Belt and APICS BSCM certified.Specialties: - Project Management- Crisis Management - Sales Operations- Supply Chain and Customer Excellence- Change Management and Thought Leadership- Respect for People Advisor- Change Agent- Commercial Enablement - Business Best Practice Experienced
Revenue Operations | Customer Excellence | AI-Driven Transformation Global Customer Service Leader for the Healthcare business (Tyvek® & Liveo™), driving customer excellence, order execution, and revenue protection across a global Line of Business. Translating strategy into measurable business outcomes and building a world-class Revenue Operations engine. Leads globally aligned teams to deliver predictable, profitable order-to-cash performance in highly regulated Healthcare markets, ensuring reliability and compliance while enabling Sales to focus on growth and customer engagement. Champion of transforming Customer Service from reactive support to a proactive, data-driven, customer-centric function. Key focus areas include: End-to-end ownership of order execution and revenue protection Proactive risk management across supply, delivery, and credit Deployment of digital, automated, and AI-enabled OTC processes Leveraging VOC, SLA, and performance data to drive outcomes Strengthening cross-functional collaboration across Sales, Supply Chain, Finance, and Credit Building high-performing, digitally skilled teams with a continuous improvement mindset Passionate about elevating Customer Service into a strategic value driver in the Healthcare line of business—combining operational excellence, digital innovation, and customer insight to deliver superior business and customer outcomes.
In my role, I oversee the transformation and daily operations of DuPont’s customer service organization across Europe, the Middle East and Africa, leading a diverse team of 114 people located in Spain, France, Germany, Belgium, Dubai, South Africa and Turkiye. I partner closely with Commercial, Supply & Logistics, Finance & Credit and Sales Ops to deliver an end-to-end experience customers trust—from onboarding and order management through order to cash. My focus is to make it effortless for customers to do business with us. I drive digital service adoption and data driven decisions, embed VOC and closed loop complaint resolution, and translate SLAs into day-to-day behaviors and measurable outcomes (CSAT, DTR, OTIF, first time order accuracy, DSO, case cycle time). I align teams around a unified operating model and pragmatic governance, so reliability improves, costs go down, and cash accelerates. I’m passionate about developing talented CSRs and team leaders, building skills in problem solving, communication and analytics. By connecting strategy to execution and simplifying how we work, we strengthen loyalty, reduce friction, and contribute visibly to profitable growth across attractive end-markets Healthcare & Water Technologies and Diversified Industrials.
Highly capable people leader and change agent with extensive experience in leading big teams, crisis management, acquisition integration & business transformation, customer service & supply chain optimization projects. Previous roles include SAP SME, SOX specialist, demand planning, supply chain & logistics management, sales & revenue operations.
Forwarding Agent