Experienced professional in Order Management, Inside Sales, Order Management Processes, End-to-End Process improvements, Logistics and supply chain, supported by a 20 plus years in People Management roles and a keen attitude toward continuous learning and improvements. Able to work effectively both in team environments and independently when required, with excellent organizational, interpersonal, and time management skills.
Strong customer oriented attitude while adhering and promoting organizational requirements
Panoramica
34
34
years of professional experience
Esperienza lavorativa
End-to-End Process Transformation Expert
Danfoss Power Solutions II
Pessano con Bornago , Milan
07.2021 - ad oggi
Recent responsibilities
DPS monthly invoicing of tariff recovery process – Project Manager (current). Working with the Project Team to define the DPS monthly invoicing of tariff recovery process, Globally. Process Flows, Business Procedures, Approval Matrix, Process Owners are being defined, coordinated and wrote by me, gathering feedback from Divisional Stakeholders.
Customer Care TOM - Project Team Member (current). Supporting to define future CC TOM model on behalf of Industrial Division.
Project Management activities to secure our ERP system update and
high performance in only 80 days. Large project scope and complex
to meet targets in the time given while meeting my strong
coordination skills, problem solving and structured approach.
DPS ITAR/EAR 99 End-to-End Process - DPS Project Manager (Jan 2024-March 2025). Large project scope and complex solutions to be identified and deployed while considering compliance, containing costs and offering the best possible operational solution. Have created an End-to-End ITAR Quality Process Manual, n.15 standard works and n.2 End-to-End process flows to document the ITAR-EAR process deviations. It involved more than 125 colleagues and one separate ERP solution was deployed from scratch.
ETO Order Management Process – Process Expert (Aug 2024-Dec 2024). Have deployed and finalized the Global ETO process in collaboration with Industrial Representatives from ETO business.
P01 R9: Sales and Distribution EMEA and Pessano Local Deployment Lead (2022-2023). Large project scope, complex solutions to be identified and deployed including securing Eaton and Danfoss business processes merge, roles and responsibilities alignment across BUs and functional areas.
Commercial Business Excellence Manager
Eaton Fluid Power Division
EMEA, Milan
09.2019 - 06.2021
Manager of people role
Leading the functional EMEA team to deliver Cross-functional Order Management processes projects. Driving for process optimization and simplification including ERP systems enhancements.
Structured project management approach
Implementing and monitoring KPIs
Consistently ensuring high standards in task execution by maintaining strong attention to detail and delivering accurate, reliable results.
Demonstrated commitment to customer satisfaction by consistently delivering attentive, high-quality service and fostering positive client experiences
Customer Support Manager EMEA
Eaton Fluid Power srl
EMEA, Milan
12.2017 - 08.2019
Manager or People role in the EMEA region. Commuting to Budapest every second week to support establishing the local Customer Care central Team.
Building a strong, collaborative, honest and transparent relationship with Customer Care Representatives and Team Leaders.
Collaborating with Sales, Supply Chain, Plant Managers, Finance, Credit Collection and HR to drive for best service in class.
Developing and implementing Customer Care policies, procedures, and regulations necessary for ensuring a satisfied customer experience.
Handling customer inquiries through efficient communication and ensured timely resolution of issues, contributing to enhanced client satisfaction and service reliability.
Communicating with customers, analyzing Survey's results to identify their need/expectations and make appropriate adjustments to meet those needs
Handling tough or complex customer issue by analyzing problems, addressing customer complaints internally, introduce mitigations and come up with appropriate solutions.
Provide customers with updates and periodic statements on service developments and changes in trends
Establish communication channels through which customers can send in their feedback or challenges for prompt resolution
Analyzing Team's KPIs, addressing improvement requirements to Team Leaders or through skip level meetings with Customer Support Reps directly.
Organizing training programs for Customer Care staff to update their job knowledge and enhance their skills. Implemented "ad-hoc" onboarding training for new hired Customer Support Reps.
Reviewing and re-assigning Customers to Customer Support Reps according to their performance, skills, languages and internal organizational changes.
Managing the assigned budget to achieve targets.
Participating in educational workshops to stay up-to-date on developments in the industry and internal organizational requirements to be met.
Customer Support Manager, Italy
Eaton Fluid Power srl
Pessano con Bornago , Milan
09.1999 - 11.2017
Manager of people role, leading the in-country based Customer Care Team.
Owning responsibility of Components and package system Order Management for the entire Italian Customer's order portfolio.
Performing cross-functional tasks beyond assigned role to support colleagues and organizational needs (Inside Sales roles)
Leading for team operations, assigning tasks and ensuring alignment with objectives.
Managing difficult customer requests with a strong focus on problem-solving and resolution efficiency.
Monitoring team performance through customer satisfaction analysis and feedback evaluation to drive continuous improvement.
Training customer service staff to enhance skills and boost overall team performance.
Leading for ERP system enhancement in cross-functional projects.
Improving local processes, optimizing timelines to reduce inefficiencies and time waste. Actively listened to feedback and requests, proposing tailored actions to meet specific needs.
Pursuing customer satisfaction by maintaining a high level of service attention and quality.
Handling workplace conflicts with professionalism, promoting a collaborative environment.
Customer Support and Inside Sales Representative
Parker Hannifin srl
Milan, Milan
09.1991 - 08.1999
Self-contributor Customer Support Representative.
Responsible of assigned Customers in the EMEA region. Front line face to Customers
Building strong Customer Relationship, preferring phone calls vs emails for easy and informal communications to maintain and reinforce relationship.
Resolving customer issues through detailed analysis and dedicated support, ensuring prompt and effective responses, enhancing satisfaction and loyalty.
Collaborating with Account Managers, technical department, production, finance to deliver high-quality customer service and ensure consistent client satisfaction.
Managing assigned activities independently. Executed tasks quickly and accurately with great attention to detail, maintaining high standards of quality.
Handled workload with composure and balance, even under pressure.
Customer Support Specialist, Logistics
Merzario S.p. A
Melzo, Milan
09.1987 - 08.1991
Order Management - Logistic. Self-contributor.
Shipments Management (Export)
Coordinating shipments and deliveries from Italy to Germany. Optimizing delivery times and reduce costs.
Managing customer requests through timely and professional communication to ensure satisfaction despite the high demanding multitasking and stressful environment.
Monitored transactions and resolved issues to maintain high operational efficiency.
Performed tasks with strong attention to detail, ensuring accuracy and reliability in execution.
Istruzione
High school diploma - Languages (EN + DE), marketing and commercial techniques
Istituto Linguistico Marconi
Gorgonzola
06-1987
Competenze
People Management
Teamwork and collaboration
Strong communication and interpersonal skills
Accuracy and attention to detail
Ability to work independently
Problem-solving mindset
Time management skills
High motivation and proactive attitude
Customer-oriented approach
Goal-driven mindset
IT proficiency
Languages
Italian
Madrelingua
Inglese
Esperto
C2
Tedesco
Base
A2
Hobby e interessi
Yoga
Running, walking, biking
Travelling
Cooking
Cronologia
End-to-End Process Transformation Expert
Danfoss Power Solutions II
07.2021 - ad oggi
Commercial Business Excellence Manager
Eaton Fluid Power Division
09.2019 - 06.2021
Customer Support Manager EMEA
Eaton Fluid Power srl
12.2017 - 08.2019
Customer Support Manager, Italy
Eaton Fluid Power srl
09.1999 - 11.2017
Customer Support and Inside Sales Representative
Parker Hannifin srl
09.1991 - 08.1999
Customer Support Specialist, Logistics
Merzario S.p. A
09.1987 - 08.1991
High school diploma - Languages (EN + DE), marketing and commercial techniques
Director of Plant Operations a Danfoss Power Solutions Connect & Control Solutions (CCS)Director of Plant Operations a Danfoss Power Solutions Connect & Control Solutions (CCS)
<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> a Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> a Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.