Raquel Velloso Email & Phone Number

London, Gb

London, Gb

London, Gb

- Led and developed four managers who were my direct reports, overseeing a total team of 300 people, focusing on leadership development and operational excellence to foster a high-performing team culture.- Revolutionized the operations team's strategy to align with SumUp's sales objectives by introducing differentiated approaches for small merchants and micro/nano merchants, significantly altering processes across all areas.- Spearheaded a comprehensive organizational redesign to prepare the team for the new, segmented merchant strategies, ensuring operational alignment and readiness.- Implemented a strategy that led to a 30% cost reduction by optimizing merchant support mechanisms, enhancing self-service options, and ensuring human support availability for small merchants within one minute.- Achieved substantial improvements in key performance indicators, including average queue time, IVR and chatbot self-service effectiveness, delivery times, and merchant onboarding speed.- Collaborated closely with the Product team to expedite the KYC process, enabling faster merchant onboarding and better integration of services.- Directed the expansion of logistics operations by opening an additional distribution center, significantly improving lead times and operational efficiency.

London, Gb

- Led the Customer Experience team of 200 people, integrating customer service, training and development, and a project division focused on merchant support and experience- Managed key performance indicators (KPIs) such as average handling time, service level, waiting time, and SLA, achieving substantial improvements across all metrics.- Executed a strategic team restructuring that resulted in a 30% cost reduction, contributing significantly to SumUp’s financial health and sustainability.

London, Gb

- Took the helm of the Agent Experience Squad, aiming to optimize Salesforce for improved merchant support.- Implemented a series of major projects, including: . Streamlining the replacement request process for quicker, more efficient resolutions. . Enhancing the Interactive Voice Response (IVR) system for a better caller experience. . Revamping the categorization of merchants' call reasons for more targeted support.Achieved significant outcomes from these initiatives, such as:- An increase in the Net Promoter Score (NPS), indicating higher merchant satisfaction.- Reduction in average handling time, leading to more efficient support interactions.- Improvement in first call resolution rates, ensuring merchants' issues are solved promptly and effectively.

London, Gb

- Pioneered the creation of a new department dedicated to identifying and resolving merchant friction points throughout their journey with SumUp.- Led the process of team selection, defining the scope and responsibilities to align with our strategic objectives.- Fostered a stronger relationship with the Merchant Success Tribe, enabling the prioritization of numerous issues specific to Brazilian merchants.- Achieved a deep understanding of the primary challenges faced by merchants, which guided the development and implementation of comprehensive solutions.- Spearheaded improvements in internal KPIs by advocating for and implementing advanced systems and processes, enhancing team efficiency and effectiveness.

London, Gb

- Led a 40-member team responsible for the full spectrum of logistics operations, from order fulfillment to delivery and reverse logistics.- Directed the development and integration of a new 3PL partner, which encompassed: . Managing the transition from the former 3PL, including inventory counts and transfers. . Leading system integration and development for seamless operations with the new 3PL. . Executing the new 3PL setup and launch, followed by continuous process optimizations. . Achieving a successful wall-to-wall inventory post-launch with high accuracy.- Strategically restructured the logistics team to enhance operational efficiency and adapt to new processes.

London, Gb

- Directed a team of 30 in the KYC department, focusing on process optimization and improving communication pathways, particularly with the AML team.- Implemented strategic improvements that significantly reduced the time required to enable merchant accounts, leading to a decrease in merchant account blocks and an increase in customer satisfaction, as reflected by an improved Net Promoter Score (NPS).

London, Gb

- Led a dynamic team of 20, pioneering logistics excellence at SumUp by introducing industry-standard practices and methodologies.- Spearheaded process improvements that significantly reduced lead times, enhancing overall operational efficiency.- Revamped reverse logistics processes, resulting in minimized inventory discrepancies and optimized inventory management.- Achieved a milestone in inventory management by conducting SumUp's first wall-to-wall inventory in SAP, reaching an unprecedented 99% accuracy rate.- Drove cost reductions and service improvements by strategically adding new couriers and replacing underperformers, optimizing the delivery network.- Cultivated robust relationships with Third-Party Logistics (3PL) providers, focusing on their development and management to ensure superior service quality and reliability.

New Brunswick, Nj, Us

- Fostered a strategic partnership between the Customer Service and Commercial teams to optimize the use of company assets, enhancing the overall efficiency of the supply chain.- Led a 50-person Scheduling and Delivery team dedicated to the timely delivery and collection of DePuy Synthes orthopedic products, ensuring high-quality service to patients and doctors. Key performance drivers included On-Time Delivery, Surgery Fill Rate, perfect orders, and cost management.

New Brunswick, Nj, Us

- Led a 40-person Delivery team, ensuring timely and efficient delivery and collection of DePuy Synthes orthopedic materials, directly impacting patient and physician satisfaction.- Designed and executed strategic process enhancements to optimize the delivery workflow, focusing on On-Time Delivery, Surgery Fill Rate, and perfect order execution.- Managed fleet operations with an emphasis on operational improvements and cost reduction, contributing to enhanced logistical efficiency and reduced overheads.

New Brunswick, Nj, Us

- Managed regional retail accounts with a focus on optimizing service and efficiency- Developing processes to enhance On Shelf Availability (OSA) and service levels.- Leading the team in monitoring Supply Chain KPIs, driving continuous improvement in areas like Fill Rate and On-Time Delivery.- Initiating strategies to reduce logistics costs and shorten delivery times.- Strengthening customer relationships by fostering collaborative value-added solutions.

New Brunswick, Nj, Us

- Demonstrated leadership in managing and ensuring the accuracy of finance data for the Paid Price Variation process, directly supporting a team comprising 22 managers and 5 directors. This role required a high degree of professionalism and maturity, working alongside senior-level executives and contributing to significant financial operations.- Led the development and maintenance of robust processes for financial forecasting related to the Sourcing P&L. This involved streamlining process improvements and enhancing the flow of critical information, which resulted in improved data quality and accuracy. My efforts supported strategic decision-making and financial planning at a global level.- Provided key support in the implementation and oversight of Cost Reduction Projects, assisting the North American Procurement organization in successfully delivering projects with complex implementation roadmaps. This experience honed my skills in project management and my ability to navigate and contribute to the success of multinational projects in a highly professional environment.

New Brunswick, Nj, Us

- Led and coordinated a comprehensive Value Stream Mapping initiative for Raia Drogasil, the largest customer of Consumer Brazil at JnJ, aimed at strengthening the partnership and improving service levels. This initiative successfully identified and launched 18 projects that elevated the Customer Fill Rate from 87% to 92%, receiving outstanding feedback from the client.- Spearheaded the Forever Young Project workstream, focusing on strategic analysis and systemic solutions to address the challenges of product refusals due to misaligned shelf life policies between JnJ and its clients. This involved deep dives into existing procedures, identifying inefficiencies, and proposing solutions to reconcile policy differences.- Managed the Customer Service & Distribution (CS&D) roadmap, overseeing the progression and timely completion of key projects within the department. This role required meticulous planning, coordination, and monitoring to ensure that each project aligned with strategic goals and was delivered within the set timelines.

Dublin 2, Ie

- Co-led the development of the Business Case and cost valuation for the Shared Service Center project alongside the project manager, demonstrating the significant financial and operational benefits to Oncoclínicas.- Conducted a thorough analysis and mapping of the current enterprise processes to evaluate efficiency, identify bottlenecks, and assess overall health.- Played a key role in the design, development, and implementation of new streamlined processes, contributing to the successful establishment of a Shared Service Center that centralized all back-office services.- Provided critical support in change management efforts, ensuring smooth transition and adoption of new processes across the organization, minimizing disruption and maximizing acceptance.

Dublin 2, Ie

- Led and coordinated the successful implementation of a comprehensive SAP HR process overhaul for the Minas Gerais government, significantly impacting the daily operations of 80 employees.- Provided critical support for Change Management initiatives, ensuring the seamless adoption of new HR processes across departments.- Spearheaded a dedicated task force to expedite the processing of backlogged retirement requests, directly enhancing the lives of numerous individuals awaiting retirement and streamlining the workflow for government employees.

Nova Lima, Minas Gerais, Br

- Managed and updated PRIMAVERA P6 schedules for up to five projects monthly, ensuring adherence to deadlines.- Generated detailed weekly reports on physical and financial progress for each project, aiding directors and managers in decision-making.

Bachelor'S Degree, Industrial Engineering

Transforming Customer Experiences

Business Leadership Series, Business

Bachelor'S Degree, Industrial Engineering