People oriented team leader effective at successful executing new support, service and training initiatives. Strong solution oriented and problem solving. Dedicated customer service focus and people development.
Overview
13
13
years of professional experience
2
2
Certification
Work History
Team Leader Market Support Group
METTLER TOLEDO Analytical GmbH
Naenikon
01.2017 - 06.2023
Launched Remote pH Customer Support Center for 1st and 2nd level support worldwide with successful paid support offerings to cover customer needs.
Leading the pH Lab Division training concept with a doubling of remote and local training offerings for sales and service organizations.
Establish a service strategy and services by introducing new services and service workflows for the product launched in 2022 and increased visibility in the service area.
Sales Assistant
Alphüsli AG
Solothurn
07.2018 - 08.2018
Temporary sales assistant on market stands in Switzerland.
Field Application Specialist
Roche Diagnostics Canada
Toronto
02.2017 - 05.2018
Worked with end users, technical experts, administrators, and testers to review requirements, perform testing, and implement solutions.
Responded to technical issues, diagnosed problems, and escalated issues.
Maintained a positive working relationship with colleagues and management by establishing regular sharing meetings and training.
Senior Application Specialist
Roche Diagnostics International
Rotkreuz
01.2014 - 01.2017
Establish a global training approach for newly introduced molecular tools for sales organizations and customer training.
Contribute to the development of effective remote customer support centers and establish policies and standard support processes.
Collaborate effectively with global R&D team on software requirements and UAT testing and build shared knowledge transfer between various stakeholders.
Field Application Specialist
Roche Diagnostics
Rotkreuz
01.2012 - 12.2013
Performed customer training, troubleshooting, software modifications, and complaint handling for Roche molecular systems.
Maintained composure and patience in the face of difficult customer situations, applied de-escalation techniques, and provided positive support to customers.
Consulted with service teams, field colleagues, and end users to understand and determine requirements for new systems or modifications.
System Support Specialist
Roche Diagnostics Schweiz AG
Rotkreuz
07.2010 - 12.2011
Customer Service Center: Hotline support for customers in the following laboratory areas: Molecular Diagnostics, Coagulation, Blood Gaz, Point of Care.
Resolution of service requests through individual troubleshooting and resolution of user issues.
Site visits with service teams to establish effective remote support for end customers.
Education
Master of Science - Infection Biology and Epidemiology
University Basel
06.2006
Bachelor of Science - Biology
University of Basel
Bern
06.2004
Diploma - Medical Laboratory Assistant
Feusi Laboratory School
Bern
06.2000
Skills
Customer Service & Support
SAP CRM, Salesforce, MS office, Scrum Master
Strong analytical and problem solving
Issue and conflict resolution
Adaptive and driven attitude
Intercultural collaboration
Time Management
Team Building and Leadership
Languages
German
First Language
English
Proficient
C2
French
Upper Intermediate
B2
Italian
Intermediate
B1
Spanish
Elementary
A2
Interests
Boxing, my cats, painting, music, languages, cooking
<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.<ul><li>Company Overview: Group Company of PUIG, Spain</li><li>Team Leadership & Process Excellence: Organised the transformation of the Finance & Accounts function, establishing performance-driven goals, and embedding a culture of accountability and continuous improvement. Drove operational efficiency through process redesigns, SOP implementation and optimal resource deployment, leading to measurable improvements in turnaround time and accuracy.</li><li>Strategic Partnering with CXOs: Acted as a key advisor to the CEO, CFO, and other CXOs on business planning, pricing strategies, and business model pivots to support scale-up and profitability. Contributed to investor communications with data-backed insights to enhance stakeholder confidence and secure strategic funding.</li><li>Cross-Functional & Global Stakeholder Management: Functioned as the strategic finance business partner to cross-functional heads and the PUIG global finance team, aligning local execution with global financial strategies and compliance requirements.</li><li>ERP Transformation & System Automation: Led end-to-end ERP reimplementation to address system gaps, enforce role-based controls, and automate core finance processes—resulting in enhanced data accuracy, faster reporting and improved internal controls.</li><li>Costing, Inventory & Profitability Optimization: Designed and implemented plant-level costing models to ensure accurate COGS determination. Improved inventory management across pricing, consumption tracking, and aging analysis—enabling better working capital control and cost efficiency.</li><li>Manufacturing Finance & Statutory Compliance: Supervised end-to-end accounting for manufacturing operations and ensured full statutory compliance.</li><li>Financial Reporting, MIS & Profitability Analytics: Delivered accurate and timely monthly MIS reports, including P&L, Balance Sheet and KPI dashboards with deep-dive variance analysis across stores, business verticals, and geographies. Supported board-level decision-making through insightful presentations on financial health and business performance.</li><li>Budgeting, Forecasting & Business Planning: Led the Annual Operating Plan (AOP) and rolling forecasts, ensuring alignment with strategic objectives and market dynamics. Monitored key financial metrics to enable business decisions and proactive cost management.</li><li>Statutory, Internal & Tax Audit Management: Finalized standalone and consolidated financials under Ind AS and IFRS, ensured timely group reporting and compliance with international standards. Delivered clean and timely closures of statutory, tax, and internal audits in coordination with Big 4 auditors. Strengthened audit readiness through pre-audit diagnostics and rectification of recurring control gaps.</li><li>Regulatory Compliance & Risk Management: Ensured end-to-end compliance which includes ROC, RBI, FEMA, Income Tax, GST, Transfer Pricing, DTAA, and Customs. Reviewed cross-border contracts and transactions to ensure arm’s length pricing, accurate TDS application, and proper documentation under Transfer Pricing regulations.</li><li>Commercial Negotiation & Contract Governance: Led commercial negotiations and structured deals with vendors and franchisees. Reviewed key business contracts to ensure financial viability, risk protection, and compliance with regulatory standards.</li><li>Treasury & External Commercial Borrowing (ECB): Managed fund planning and liquidity management including ECB drawdowns, bank negotiations, and interest optimization. Improved working capital cycles through proactive cash flow forecasting and receivables control.</li><li>Internal Controls & Governance Framework: Led organization-wide reviews of internal control systems, identified process gaps, and redesigned or implemented over 40 SOPs and IFCs. Established a governance structure for financial discipline, risk mitigation, and policy compliance across departments.</li></ul> at Kama Ayurveda Pvt. Ltd. & PUIG India Pvt. Ltd.