Vicky Papaefthimiou

• Leading a team of 8 customer service representatives, with diversified skills & duties in a hybrid model.
• Conducting human resource management processes (recruitment, evaluation, coaching, performance management, career development etc.).
• Maintaining a high-level team performance by ensuring full implementation of policies, trustful relationships, growth mindset.
• Supervising the complete O2B cycle, encompassing order entry, processing, stock control, delivery creation, invoicing, returns, and exports.
• Ensuring efficient internal control mechanisms are in place for accuracy, compliance, and audit readiness.
• Collaborating cross-functionally with Sales, Logistics, Finance, and Customer Service and upper management for operational excellence.
• Collaborating with upper management on operational excellence projects and partnered with Supply Chain teams and Sales to standardize procedures.
• Participating in the design and execution of projects related to the O2B cycle, including new 3PL set up, eBooks billing, SAP project.

Accomplishments

• Executing change and transformation management within the Customer Service team, defining new roles to meet evolving business needs while concurrently managing exit packages.

• Acting as key user of the Integrated Operations tool for Order and Stock Management.
• Coordinating cross-functional teams in Supply Chain to facilitate seamless collaboration, applying a Change Management approach to meet Integrated Operations project objectives and ensuring the smooth implementation of tools while adjusting current operational processes.
• Managing the Outsourcing of Customer Service activities, including design, knowledge transfer, guided production, and Go-live, while serving as the main interface with 3rd Party Operations.
• Establishing accurate documentation, defining performance metrics, conducting regular performance reviews, and ensuring compliance with contract terms with Outsourced providers.

Accomplishments

• Leading a team of 8 Unilever employees together with 3 Genpact members under a hybrid model, ensuring a smooth transformation with high performance rates. Successfully completed the project within the scheduled timeline, achieving excellent metrics

• Effectively led a team of 5 accounts receivable specialists, driving high performance through regular training on best practices.

Accomplishments

• Achieved successful financial controls assessment by third-party associates with no observations noted.
• Exceeded overdue KPIs, ensuring negative balances at year-end closure.
• Cross-functional collaboration with Sales and Finance to manage timely deductions and claims, monitoring risks and minimizing bad debt write-offs.

• Managed a team of 10 customer service representatives with diversified responsibilities and background.
• Supervised the complete O2B cycle: order entry, processing, stock control, delivery creation, and invoicing.
• Ensured efficient internal control mechanisms are in place for accuracy, compliance, and audit readiness.
• Lead system implementations and enhancements (e.g. SAP, Business cut-over activities, Power BI reports, Customer Portal) related to the O2B cycle.
• Supervised employees and incorporate new comers in the team under transition to hybrid model.

Accomplishments

• Optimized workflow processes while maintaining efficient cross functional collaboration eg. Customer Portal implementation.
• Established IC exports process from Greece and Turkey in conjunction with Sales, Logistics, Veterinary Services and Regulatory.

• Performed Order management, Credit Control Management, Collections & Cash Application of Strategic Accounts.
• Conducted Financial Analysis of Strategic Accounts.
• Smooth transition of Order to Cash Operations function from Greece to European Headquarters.

• Performed Order management, Credit Control Management, Collections & Cash Application of Strategic Accounts.
• Conducted Financial Analysis of Strategic Accounts.
• Smooth transition of Order to Cash Operations function from Greece to European Headquarters.

• Coordinated Returns and Claims resolution, optimizing cash flow & facilitating DSO reduction.
• Developed & shared best practices across countries through the decentralization project.
• Successful startup of Customer Claims functionalities in Greece after a 5 weeks' training at European Head Quarters in Holland.