Profilo professionale
Panoramica
Esperienza lavorativa
Istruzione
Competenze
Languages
Hobby e interessi
Cronologia
Generic
Monica Ivana Colombo

Monica Ivana Colombo

Inzago

Profilo professionale

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 processProject 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.
  • DPS SRP UpgradeDPS Project Manager (Jan-June 2025)

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

Istituto Linguistico Marconi
Monica Ivana Colombo