Andrew DeTullio
Kendal
Summary
Customer-focused operations and service delivery professional with over 10 years’ experience working in complex, high-volume environments across logistics, customer service, and operational support, including international roles and permanent relocation to the UK in 2025. Proven ability to lead teams, manage performance, analyse service data, and improve customer experience across telephone, digital, and face-to-face channels. Experienced in handling complex enquiries, escalations, and service failures, while ensuring accurate, consistent information is provided in line with organisational standards. Highly collaborative, proactive, and committed to continuous improvement and public service values.
Overview
11
11
years of professional experience
Work history
Supply Chain Specialist
Beyond Beauty Club GmbH
Zurich
03.2023 - 05.2024
- Led day-to-day operational delivery for customer-facing and internal service processes, ensuring accurate information and timely resolution of transactional and complex enquiries.
- Acted as a key operational point of contact across departments, supporting colleagues with problem-solving and operational decision-making on complex issues.
- Provided direct support to the Customer Service team during periods of high enquiry volumes, responding to customer enquiries through an automated ticketing system to maintain service levels and response times.
- Ensured customer enquiries were handled consistently and in line with agreed processes, escalating complex or sensitive cases where appropriate.
- Supported and trained team members, ensuring a consistent approach to customer service, knowledge sharing, and adherence to service standards.
- Worked closely with Customer Service colleagues to design, implement, and improve claims, returns, and refund processes, improving customer experience and resolution efficiency.
- Monitored service performance, reviewed trends in customer enquiries, and contributed data and insights to support continuous improvement initiatives.
- Supported system testing and implementation (MS Business Central), ensuring systems and processes aligned with service delivery requirements.
Global Logistics & Master Data Analyst
Bacardi Martini Patron International
Schaffhausen
10.2019 - 03.2022
- Oversaw end-to-end operational delivery for international customers, managing high volumes of enquiries and resolving complex service issues across multiple markets.
- Worked to service level agreements (SLAs) and performance indicators, monitoring outcomes and escalating risks as required.
- Acted as an intermediary between customers, internal teams, and external partners to resolve service issues efficiently and consistently.
- Produced reports, analysed trends, and presented operational insights to support performance management and service improvements.
- Supported colleagues through guidance, training, and knowledge sharing, ensuring consistent advice and service quality.
Logistics & Customer Service Coordinator – EMEA & APAC
Bacardi Martini Patron International
Schaffhausen
04.2017 - 09.2019
- Delivered customer service support across telephone and digital channels, handling complex international enquiries and escalations.
- Took responsibility for operational decision-making in high-pressure situations, balancing customer needs with organisational policy and compliance requirements.
- Supported performance monitoring and quality assurance activities, identifying process gaps and improvement opportunities.
- Collaborated with third-party partners and internal stakeholders to resolve service issues effectively.
Sales Support Specialist
Michael Skurnik Wines
New York
04.2017 - 09.2019
- Provided frontline customer service via phone and email, processing orders and resolving issues for customers across multiple markets.
- Maintained accurate records, monitored order progress, and ensured customers received clear, timely updates.
- Supported colleagues with workload management and service delivery during peak periods.
Wine Buyer & Manager
The Wine Thief
New Haven
10.2013 - 08.2015
- Line-managed part-time customer service and sales staff, including rota planning, supervision, and training.
- Supported staff performance through feedback and coaching to maintain service standards.
- Managed customer complaints and complex enquiries in a busy public-facing environment.
- Oversaw inventory control and budgets, ensuring compliance with internal procedures.
- Led by example on the shop floor, maintaining a visible and supportive management presence.
Education
Bachelor of Arts - English Literature
University of Vermont
USASkills
- MS Business Central / Dynamics
- SAP
- MS Excel, Word, Outlook
- Customer engagement strategies
- Operational problem-solving
- Data analysis for service
- Process improvement initiatives
Websites
LANGUAGES
English (Fluent)
German (Professional working proficiency)
KEY SKILLS & COMPETENCIES
- Customer Service Leadership & Line Management
- Performance Management & Staff Development
- Handling Complex & Escalated Enquiries
- Continuous Improvement & Service Redesign
- Multi-channel Service Delivery (Phone / Digital / In-person)
- Training, Coaching & Knowledge Management
- Stakeholder Engagement (Internal & External)
- Data Analysis, Auditing & Quality Assurance
- Policy, Process & Compliance Adherence
ADDITIONAL INFORMATION
- Experienced people manager with a supportive, coaching leadership style
- Strong commitment to public service values, fairness, and accountability
- Comfortable managing operational change and service improvement initiatives
Timeline
Supply Chain Specialist
Beyond Beauty Club GmbH
03.2023 - 05.2024
Global Logistics & Master Data Analyst
Bacardi Martini Patron International
10.2019 - 03.2022
Logistics & Customer Service Coordinator – EMEA & APAC
Bacardi Martini Patron International
04.2017 - 09.2019
Sales Support Specialist
Michael Skurnik Wines
04.2017 - 09.2019
Wine Buyer & Manager
The Wine Thief
10.2013 - 08.2015
Bachelor of Arts - English Literature
University of Vermont