Fernanda Wiebusch
Au
Summary
Cluster Lead with expertise in managing international teams and optimizing performance to meet business objectives. Proven track record in enhancing operational efficiency and boosting team productivity. Strong leadership, strategic thinking, and problem-solving skills contribute to successful stakeholder relationships and effective resource management.
Overview
16
16
years of professional experience
Work History
Customer Service Cluster Lead
Customer Service Cluster Lead Korea & Japan
Wollerau
07.2020 - Current
- Responsibility for order management of $1.2B USD yearly gross sales. Serving Korea & Japan ship to points. Managing the complexity of 8500+ SKUs across 15 brands.
- Lead, direct and develop the Travel Retail Korea & Japan cluster organization to deliver and optimize service levels and manage the business to ensure that overall (regional) OTC deliverables are met.
- Ensure that the customer is the main focus and cascade this mindset to the team.
- Create a seamless and satisfying internal and external customer experience throughout the organization.
- Initiate, maintain and further develop positive working relationships with internal customers.
- Manage a team of coordinators: onboard, coach, lead, manage performance of all direct reports and ensure KPIs are met.
- Responsible for the Travel Retail Korea & Japan cluster workload management and FTE balancing across teams.
- Identify areas of improvement to simplify and streamline days-to-day tasks for team.
Customer Service Coordinator
Customer Service Coordinator Global Key Accounts
Wollerau
04.2019 - 06.2020
- Managed key global account in travel retail sector (B2C Distributors).
- Acted as a key member of the global client servicing team, coordinating and streamlining key processes across multiple functions.
- Led the end-to-end order management process, ensuring operational efficiency and timely execution by collaborating with cross-functional teams (Supply and Event, Logistics, Marketing, Quality, Pricing, and Trade Compliance) to resolve complex issues, mitigate disruptions, track stock levels, and ensure on-time delivery.
- Created reports on account performance and key KPIs of top brands (using SAP, Excel, and Power BI), analyzing key insights, and developing presentations to effectively communicate findings to management.
- Served as the main point of contact for client inquiries, complaints, and feedback, ensuring high levels of customer satisfaction, and seamless communication.
- Utilized the ERP system (SAP) to create tailored reports on order activity, fill rates, and inventory management, providing valuable insights for the retailer’s decision-making.
- Support process optimization initiatives, and lead collaboration calls in direct contact with the retailer's Purchase team.
Product Marketing Specialist
Product Marketing Specialist
Horgen
08.2013 - 05.2017
- Implementation of product allocation based on business strategy in close cooperation with Sales, Customer Service and Supply Chain.
- Acting as an intermediate between Sales, Manufacturing, Supply Chain and Product Management, coordinating efforts to achieve operational excellence from business perspective.
- Successfully manage multiple supply crisis by rapid, concise communication and close collaboration with key internal stakeholders.
- Interfacing with internal customers and multiple business & functional partners, initiating, developing, and upkeeping positive working relationships.
- Preparation of product reports/presentations and leading various weekly & monthly meetings regarding forecast accuracy, volumes split, etc.
Customer Service Representative
Customer Service Representative
Horgen
01.2011 - 07.2013
- Drive customer intimacy by building robust and sustainable relationships with key customers in the automotive business (i.e. VW, Toyota, Skoda, BMW).
- Ascertain flawless order-to-cash flow, executing end-to-end services across multiple platforms.
- Administer customers’ requests and complaints, handle corrective actions for resolution of failure.
- Coordination through material flow ensuring seamless quality, timeliness, and customer experience from order entry to delivery.
Executive Assistant
Executive Assistant to Chief Executive Officer
Zurich
08.2009 - 12.2010
- Coordination of executive communications, manage agendas, respond to emails, interface with clients.
- Organization of events, workshops, schedule meetings, appointments, handle travel itineraries and administration of expenses reporting.
- Responsible for recruiting, assessing, and selecting business suppliers.
- In charge of overall office management: ordering stationary, pantry supplies, liaising with IT specialists.
- Preparation of internal/external corporate documents and presentations for team members.
- Maintain an organized filing system of paper and electronic documents.
- Uphold a strict level of confidentiality.
- Translation (English/Portuguese) of documents and presentations.
Education
MBA - Marketing
Hochschule Bremen & Universitat De Valencia
Spain and Germany 01.2008
Bachelor in Communication -
Universidade Metodista de Piracicaba
Piracicaba, BR, Brazil01.2004
Skills
- Microsoft Office Suite
- SAP and ERP systems
- Electronic data interchange (EDI)
- Data visualization with Power BI
Languages
Portuguese
First Language
English
Proficient (C2)
C2
German
Advanced (C1)
C1
Spanish
Elementary (A2)
A2
Hobbies and Interests
- Spend quality time with family
- Gardening
- SUP at Zurich Lake
References
References available upon request.
Timeline
Customer Service Cluster Lead
Customer Service Cluster Lead Korea & Japan
07.2020 - Current
Customer Service Coordinator
Customer Service Coordinator Global Key Accounts
04.2019 - 06.2020
Product Marketing Specialist
Product Marketing Specialist
08.2013 - 05.2017
Customer Service Representative
Customer Service Representative
01.2011 - 07.2013
Executive Assistant
Executive Assistant to Chief Executive Officer
08.2009 - 12.2010
MBA - Marketing
Hochschule Bremen & Universitat De Valencia
Bachelor in Communication -
Universidade Metodista de Piracicaba
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