Customer Service Team Leader

Led a team of 8-12 in front and back-office operations for Italy, United Kingdom, Belgium, Netherlands, Luxembourg, driving process improvements that enhanced customer satisfaction (CSAT, NPS, CES metrics) by 30% through streamlined workflows and automation.

Spearheaded implementation of advanced tools and related workflows (ESKER for PDF order automation, e-invoicing, e-ordering), reducing order processing time by 60% and improving order and invoice accuracy, translating to improved customer satisfaction.

Designed and deployed custom reports and PowerBI dashboards to monitor KPIs (orders, invoicing, disputes, cash collection), providing actionable insights to senior leadership for strategic decision making.

Collaborated with cross-functional teams (Sales, Planning, Quotes) to align operations with business objectives, fostering a cultureof synergy and improving efficiency in cooperation.

Developed and delivered daily reports on open orders, backorders, and material ETAs, enabling data-driven decisions that reduced EMEA backorders by 70%, and weekly reports on disputed invoices that improved resolution times and reduced bad debt by 90%.

Managed day-to-day operations for highest revenue distributor accounts, ensuring timely resolution of issues and maintaining exceptional client relationships.

Delivered weekly reports on backorders and material ETAs, improving transparency and stakeholder trust across EMEA distributors.

Mentored new joiners and provided senior level guidance to colleagues, contributing to improvement in team performance metrics.

Medical Biotechnology

Neuroscience