Description

Interim Organizational Transformation & Systems Implementation | Knowledge & Process Structuring

Strategic transformation professional with over 20 years of international experience structuring processes, implementing digital platforms (ServiceNow, Zendesk), and aligning teams across complex environments.

I support organizations during periods of change by bringing clarity, structure, and measurable improvement. My expertise includes system rollouts, knowledge architecture, workflow harmonization, onboarding frameworks, and cross-functional alignment.

Available for interim or project-based assignments (part-time or full-time), particularly in environments requiring structured implementation, process stabilization, and human-centered adoption of change.

What I Can Help With

• Enterprise platform implementation & stabilization (ServiceNow, Zendesk)

• Knowledge base creation & governance

• Workflow design & harmonization

• Organizational process clarification

• Change & adoption support

• Interim transformation leadership

• Cross-functional alignment initiatives

Fluent in Portuguese (native), English, French, and Spanish, with German (A2).

Experienced in multicultural and cross-border environments, facilitating alignment across international stakeholders.

Domaines d’expertise

Langues

Portugais
Bilingue ou natif
Français
Capacité professionnelle complète
Anglais
Bilingue ou natif
Espagnol
Capacité professionnelle complète
Allemand
Capacité professionnelle limitée
Italien
Notions

Préférences en matière de lieu de travail

Accepte de travailler sur site

Zurich (jusqu’à 30 km), Zug (jusqu’à 30 km)

SCHOTT Pharma
Head of Customer Service Europe
INDUSTRIE PHARMACEUTIQUE
août 2023 - juillet 2025 (1 an et 11 mois)
Led implementation of ServiceNow, centralizing fragmented communication channels into structured workflow governance.

Designed visibility and ownership models improving transparency and measurable performance.

Harmonized processes aligning global strategy with local execution.

Built foundational knowledge management structures enabling scalable performance and reduced operational dependency.

Guided cultural shift toward measurable quality and structured collaboration.
Operational clarity & coordination Process Clarification & Ways of Working Project support & execution Onboarding & integration support Stakeholder Coordination
Vorwerk
HEAD OF ADVISOR & CUSTOMER SUPPORT
GRANDE DISTRIBUTION
octobre 2020 - juillet 2023 (2 ans et 9 mois)
Led country rollout of Zendesk, consolidating fragmented systems into a centralized, measurable platform.

Designed and implemented structured knowledge architecture from the ground up.

Reduced average response time from 10 days to under 24 hours.

Increased service level from 28% to over 90% within three months.

Established cross-market performance visibility for headquarters.

Built onboarding and capability frameworks supporting sustainable adoption and internal mobility.
Documentation & knowledge structuring Onboarding & integration support Operational clarity & coordination Project support
Awayco - Startup
Customer Support & Experience Manager
VOYAGE & TOURISME
février 2019 - avril 2020 (1 an et 2 mois)
Built and structured a remote global support function in a startup environment.

Partnered with Product and Engineering to translate customer insights into digital platform improvements.

Designed scalable operational frameworks and structured reporting mechanisms.

Developed onboarding and training structures for distributed teams.