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Customer Service Manager

Work Experience

2007 – June 2011: Medtronic (Brussels, Belgium).
Medtronic is a global leader in medical technology and devices.
Customer Services Manager
Responsibilities
- Managed a staff of 13 employees.
- Coordinated internal communication activities from European Supply Chain, QA and Regulatory organization to local Belgian Sales & Marketing staff. - Ensured support to various Business units in achieving quarterly sales targets.
- Optimized and streamlined processes, (continuous process improvement through Lean Sigma methodology).
- Created change management culture within department and throughout site, (developed opportunities for process synergies across business units).
- Responsible for consignment inventory management and the control of logistical transport costs for Belgium.
- Maintained high level of customer satisfaction to external customers within hospital administration.

Achievements
- Reduced cost to serve impact on local team through on-boarding of new technology for order automation, resulting in an 80% reduction in order lead-time.
- Streamlined local department operations through creation of documented process manuals and new hire training manuals.
- Mediated formal roles & responsibilities discussions between local Finance and the local multiple business units around inventory management.
- Led and centralized project initiative to move Medtronic Spine business customer service positions from Netherlands to Belgian sales office team, resulting in increased external and internal customer satisfaction and service.
- Evaluated and setup training needs to local team resulting in greater motivation levels and improved skill and competency levels
- Set up multi-year development program focused on training talent and retaining critical resources.
- Led initiative for on site ISO certification (Tier 1 & 2) in conjunction with Regulatory Affairs.
- Led inventory control improvements for local market through increased and structured consignment checks and realized a reduction in hospital consignments of $173k in slow moving overall Medtronic products and a reduction of specific Medtronic products from $722k to $522k.
- Integrated successfully OTC system processes resulting from new business acquisitions without service disruption to customers.
- Led initiative to automate and setup Reverse Logistics for local business resulting in an improved return lead-time of products from hospitals to the European Distribution Centre.
- Coordinated European communication of Regional Customer Service activities within company-wide project to integrate new business acquisition.

1998 – 2006: Johnson & Johnson (Brussels, Belgium).
Johnson & Johnson is a worldwide market leader in the healthcare sector.
2001 – 2006: Affiliate Services Supervisor.
Responsibilities
- Managed internal customer relationships and the delivery of services relating to the J&J Business Platforms for 65 affiliates worldwide.
- Supported the company in achieving its strategic aim in terms of customer focus and people management.
- Created and maintained a team which would act as a ‘single point of contact for all supply chain related activities and would deal with marketing, regulatory, logistics staff in order to ensure an optimal quality of service in terms of goods and information flow.
- Managed a staff of 10 employees, and oversaw performance measurement, development planning, and training.
- Communicated and presented monthly service reviews of Key Performance Indicators which included service level target to customer, inventory target levels at affiliate
warehouse, affiliate customer forecast accuracy, and aligned forecast with market trends, and events through market intelligence inputs.
- Provided supply chain support and coordination for new product launches and business acquisitions.
- Established standard operating procedure documents and maintained accurate and up to date manuals.

Achievements
- Led affiliate services integration project with the purpose of acquiring and
consolidating all affiliate service functions for the Ethicon, and Mitek J&J franchises within one location. This resulted in a ‘single point of contact’ for the J&J Affiliate.
- Implemented an automatic Supplier Replenishment Process to various J&J Affiliate warehouses worldwide.
- Led and delivered system integrated inventory control project which resulted in a decrease of 30% of local Asian warehouse stock.
- Hosted and coordinated J&J Ethicon International Affiliate Congress in Brussels.
- Collaborated as the affiliate lead in J&J EDO project (European Distribution Centre), with the aim to centralize all J&J European warehouses to one central location in Belgium.

1998- 2001: Affiliate Services Representative
Responsibilities
- Ensured timely supply and distribution of Ethicon products to Johnson & Johnson’s 65 Affiliates worldwide.
- Coordinated affiliate demand and supply between manufacturing and distribution locations.
- Acquired and communicated marketing intelligence from local markets with regards to product development and sales feedback
- Coordinated, in liaison with Regulatory affairs, the supply of information regarding product recalls, and compliance to local markets.

Achievements
- Participated in a project with the aim of implementing a European-wide ERP system integration between local logistics, manufacturing, and distribution.
- Project team member responsible for inventory levels of European affiliates through the implementation of Direct Replenishment Planning.
- Successfully reduced affiliate inventory levels by 25-30%, as well as decreasing supply lead-times to affiliates by 50%.

1997 – 1998: Management Centre Europe (Brussels, Belgium). (Pan-European Management Training Company). B2B Environment.
Achievements
- Membership department: responsible for the acquisition and development of new members. Overachieved target by 2 million BEF (target was 1 million BEF).
- Created and negotiated company membership deals resulting in an increase in the number of company members by 20%.
- Telemarketing department: responsible for proactive sales of all open course training programs. Overachieved target by 20% (target was 5 million BEF).

1995 – 1996: Silvertime sarl (Naples, Italy).
Silvertime is a company active in the manufacturing, sales and distribution of up market
glass silverware.
Business Development Responsibilities
- Assisted in the start-up of a new company
- Supervised production
- Developed marketing and sales strategies
- People management for a temporary staff of 15 sales and operational employees.

Achievements
- Targeted 10 new potential customers at an industry fair out of which successfully obtained sales for a total of 50k Euro from 5 new clients through strategic selection and understanding of competitive product positioning.
- Through quick learning agility, contributed to operational startup of a company.
- Developed marketing strategy to advertise in 2 major industry magazines and created brochure displaying product portfolio.
- Successfully acquired new customers and expanded new market.

1992 – 1995: Up! Idiomes, (Gerona, Spain).
Up! Idiomes is a language training company.
Language consultant
Achievements
- Developed language training courses for various companies (B2B).
- Successful acquisition of new customers.
- Assisted as a commercial translator for international conventions and meetings.
- Provided English and French language courses.

Education

- MBA (Master Business Administration), Solvay Brussels School of Economics and Management (2011)
- Bachelor in International Relations, Vesalius VUB (1992)
- Project Management (2002, Johnson & Johnson)
- Management/Leadership Training (2003, Johnson & Johnson)
- Six Sigma Process Excellence (2003, Johnson & Johnson).

Languages

English/French/Dutch: Fluent
Spanish/Italian: Good knowledge
Arabic: Moderate use

Other

Additional achievements:
- During MBA studies, created a Business Plan for the co-founders of a business venture called “Terre du Futur”. This was designed to be a future “eco-village” in the heart of Wallonia Belgium, and centered on personal training and development. The plan was successfully presented by our project team to a number of venture capitalists for funding. (Feb – June 2011)
- Attended Solvay’s MBA course ‘Business in China’, 2 week intensive course in Hong Kong and Shenzhen on the challenges and the environment of doing business in one of today’s leading emerging market. (April 2011)
- In December 2011, participated and assisted as a sales rep, on behalf of an Italian jewelry producer, in the Jewelry and Precious Stones trade fair in Shanghai China.
- Member of the Women’s Leadership Committee at J&J Ethicon with the aim of promoting diversity and leadership. Coordinated annual congress in Hamburg Germany (2006)
- Six Sigma Process Excellence

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