CRISTINA LOVELL
Sesimbra
Summary
Experienced Commercial Operations manager with a focus on enhancing team performance and customer satisfaction. Demonstrated ability to lead and implement strategic service models, whilst leveraging data analysis with business growth strategies to achieve exceptional outcomes.
Overview
17
17
years of professional experience
Work History
Commercial Excellence & Customer Service Leader
Syensqo (Solvay spin-off)
Lisbon, Portugal
12.2023 - Current
- Facilitated commercial and operational delivery of OTC processes across four market sectors.
- Directed execution of service models and SLAs within supply chain frameworks.
- Aligned processes with strategic business growth initiatives.
- Developed comprehensive understanding of industry trends and process improvements.
Customer Service Leader - EMEA & NAM
Solvay
Lisbon, Portugal
04.2022 - 11.2023
- Led a team of customer service representatives, fostering a supportive and efficient working environment to enhance performance.
- Facilitated order fulfilment and service delivery according to supply chain requirements and customer expectations.
- Implemented strategies to improve customer satisfaction scores by analysing feedback and addressing areas of concern.
- Analysed customer service metrics to identify trends and areas for improvement, presenting findings to senior management.
Key Account Coordinator
Solvay
Lisbon, Portugal
03.2021 - 03.2022
- Coordinated comprehensive order processing for a designated customer portfolio of global key accounts, ensuring timely fulfilment and adherence to customer requirements.
Customer Service & Supply Chain Manager
Saica Pack UK & Portugal
Hartlepool
08.2018 - 02.2022
- Directed daily operations to achieve maximum efficiency and productivity through the fulfilment of specific requirements, such as MOQ, pricing, and delivery timelines.
- Ensured adherence to OTIF performance targets through effective team management.
- Tracked inventory levels and optimised ordering strategies to meet availability needs whilst maintaining budget goals.
Customer Service Team Leader
Venator Materials Corp (Huntsman spin-off)
Wynyard
07.2016 - 08.2018
- Directed team management of 10-12 customer service representatives within OTC.
- Delivered operational execution of business sales plans for GKA's and regional customer accounts, ensuring alignment with supply chain requirements and customer expectations.
- Implemented strategic initiatives to enhance team performance and meet business objectives.
Customer Service Representative
Huntsman Corporation
Wynyard
08.2014 - 10.2015
- Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements, aligned with Market demands and inventory levels.
Business English - Language Teacher
CIAL
Lisbon, Portugal
09.2009 - 07.2014
- Developed daily lesson plans for the English language, focusing on grammar, and business conversation skills for foreign students.
- Delivered lessons at various corporate premises including Unilever, Banco de Portugal, and Bosch.
Education
University Degree - International Relations
09.2009
University Degree - International Relations
09.2009
Skills
- Google Suite applications
- CRM and ERP (SFDC and SAP)
- QlikSense analytics
- Microsoft Office tools
- Strategic thinking
- Communication skills
- Customer relationship management
- Process improvement
- Team leadership
- Data analysis
- Change management
- Problem solving
- Analytical thinking
- Project planning
Languages
English
Proficient
C2
Italian
Proficient
C2
Spanish
Proficient
C2
French
Elementary
A2
Accomplishments
- Decreased invoice disputes by 15% by streamlining order-to-cash process.
- Improved OTIF from 85% to 92% in two years.
- Service Model Relaunch and Deployment.
Hobbies and interests
- Fitness
- Nature & Outdoors
- Reading and Writing
- Travelling
Timeline
Commercial Excellence & Customer Service Leader - Syensqo (Solvay spin-off)
12.2023 - Current
Customer Service Leader - EMEA & NAM - Solvay
04.2022 - 11.2023
Key Account Coordinator - Solvay
03.2021 - 03.2022
Customer Service & Supply Chain Manager - Saica Pack UK & Portugal
08.2018 - 02.2022
Customer Service Team Leader - Venator Materials Corp (Huntsman spin-off)
07.2016 - 08.2018
Customer Service Representative - Huntsman Corporation
08.2014 - 10.2015
Business English - Language Teacher - CIAL
09.2009 - 07.2014
Università degli Studi di Genova - University Degree, International Relations
ISCSP - Instituto Superior de Ciências Sociais e Políticas / Universidade de Lisboa - University Degree, International Relations