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.

Industry field of expertise

Languages

Portuguese
Native or bilingual
French
Fluent
English
Native or bilingual
Spanish
Fluent
German
Conversational
Italian
Basic

Workplace preferences

Can work on-site

Zurich (up to 30km), Zug (up to 30km)

SCHOTT Pharma
Head of Customer Service Europe
PHARMACEUTICALS INDUSTRY
August 2023 - July 2025 (1 year and 11 months)
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
RETAIL (LARGE RETAILERS)
October 2020 - July 2023 (2 years and 9 months)
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
TRAVEL AND TOURISM
February 2019 - April 2020 (1 year and 2 months)
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.