Budapest, Budapest, Hungary
Passionate about driving efficiency, enabling smarter decisions, and creating long-term business value through data and collaboration. Data-driven business professional with 15+ years of international experience in Supply Chain, Reporting & Analytics, and B2B Account Management across the Beauty, Fragrance, and Industrial industries. Expert in translating complex data into practical insights that improve forecasting accuracy, operational performance, and strategic decision-making. Combines strong analytical capabilities with commercial acumen and customer-focused relationship management. Track record of delivering measurable business results, including achieving +30% sales growth with Hitachi through strategic partnership development and account expansion.
Strong analytical and reporting skills, as is the ability to manage stakeholders at all levels, from front line advisors to senior leaders. Partnering with multiple Brands across EMEA countries, for the creation of robust contact forecasts across all contact channels. Ensuring effective resource plans are created and delivered along with performance KPI reporting and analysis. --> Key Achievements & Responsibilities: • Cost reduction by 15% by optimizing contacts forecasts across all contact channels and by moving Email path to Digital Channels. • Accurate workload monthly predictions (between 90% and 110%) for optimized annual budgeting and planning. • Monitoring productivity and workload to ensure reaching service level targets (75% FCR / 60% CSAT). • Identifying trends and drivers in customer experience to maximize satisfaction.
Contributing to a proactive and agile Supply Chain for a better customer satisfaction through high level End to End overview of operational processes: -> Facilitating regional escalations -> Seeking improvement actions on the grounds of Continuous Improvement. -> Supervision of 12 European production sites, spread over 9 countries, involving 3 different business sectors: Flavors, Fragrances and Natural Ingredients. -> Coordination of improvement and prioritization actions with European production sites.
Reporting / Monitoring for Sales Orders in the EMEA Region (8 production sites to support): -> Design and development of supervision, alert and performance tools. -> Knowledge transfer for the European region (Switzerland, France, Germany and England). -> Continuous Improvement Champion for the Team. -> Awarded as “DTC Best Performer for 2020 Q1”.
Dealing with Customers complaints, related to cosmetics products, by phone and Emails (60/day): -> Placing orders, tracking deliveries, creating credits notes and sending products replacements through SAP. -> Awarded as “Excellent Results in knowledge Tests” as the only one from 60 to reach 100% of correct answers.
Dealing with car rentals issues by phone and Emails (70/day): -> Conflicts resolution. -> Awarded 2 times as “Best Customer Focus Agent”.
Regional Prescriber and Sales Manager in air conditioning systems for the Japanese manufacturer HITACHI: -> Management of 3 technical sales representatives. -> Consolidation and development of a portfolio of 100+ clients. -> +30% Sales growth (1.3 M€ in 2013, against 0.9 M€ in 2010). -> Follow-up of design offices (prescription) and national brands (retailers).