Frans M

Led a nationwide 24/7 healthcare operation encompassing Customer Contact Center (Voice, Digital Services), Logistics Control Tower, Quality Assurance and Operational Training, with responsibility for 100+ professionals, P&L governance and operational performance. Selected Business Impact • Reduced ICO from 33.4% to 20.0% (~40% improvement) within three months through process standardization, stronger performance governance and leadership routines. • Reduced call abandonment from 13% to 8%, outperforming the 10% target and improving customer service performance. • Closed H1 4.5% below budget, combining financial discipline, productivity initiatives and operational efficiency. • Improved logistics efficiency through stronger Control Tower governance, planning, routing optimization and cost management while supporting growth in the active patient portfolio. • Implemented Generative AI solutions (Gemini/NotebookLM) to standardize operational knowledge, accelerate frontline support and strengthen process consistency. • Supported the deployment of Air Liquide’s Global Customer Service Core Model in Brazil, strengthening governance, scalability and operational standardization. Scope: Customer Operations | Logistics Control Tower | P&L | Operational Excellence | Quality | Training | AI & Automation | KPI Governance | People Leadership

As Logistics & Expansion Director, I served as a strategic leader driving JEM Systems’ international growth through high-performance logistics design and supplier development. My role went beyond operational oversight I was responsible for transforming logistics into a growth engine by aligning supply chain innovation with market expansion. Key Achievements: 🔹 Global Expansion Leadership Co-led the company’s entry into new international markets with cross-border logistics optimization Ensured compliance with multi-country trade regulations and customs requirements 🔹 Supplier Ecosystem Development Built a network of 10+ high-performing suppliers across 3 continents Negotiated vendor partnerships that reduced procurement costs by 12% 🔹 Operational Efficiency & Innovation Reduced delivery lead times by 20% through multimodal transport redesign Led digital transformation initiatives, including real-time dashboards for logistics visibility 🔹 Performance Metrics Implementation Introduced KPIs that raised OTIF (On-Time In-Full) performance to 98.7% Enabled proactive decision-making with data transparency across the logistics network Focused on building scalable logistics networks, supplier partnerships, and operational structures to support international growth.

As Head of Supply Chain, I led the end-to-end transformation of procurement, logistics, and demand planning to support JEM Systems' national expansion in the U.S. My focus was on structuring resilient operations with a high-performing team, integrated systems, and supplier alignment. Key Highlights: Reengineered sourcing and logistics processes to improve cost-efficiency and responsiveness Built a cross-functional team focused on operational excellence and speed-to-market Strengthened supplier collaboration through integrated demand planning, reducing stockouts Supported the transition toward a scalable U.S. footprint with optimized supply chain infrastructure

Led the end-to-end transformation of supply chain operations in Brazil, integrating procurement, logistics, distribution, inventory, and planning to improve profitability, service level, and operational scalability. Key achievements: • Reduced logistics costs by 20% through network redesign and multimodal optimization • Improved delivery performance by 10% and reduced lead times by 20 days • Negotiated USD 4M+ in strategic supplier agreements • Built and coached a cross-functional team, improving core KPIs by 40% YoY • Led SAP/ERP implementation and real-time dashboards to improve operational visibility

As Supply Chain Manager, I led high-impact initiatives across forecasting, inventory, and global logistics to turn the supply chain into a strategic business asset. My leadership combined data intelligence, supplier negotiation, and cross-functional integration to deliver substantial results in availability, efficiency, and cost. 🔹 Forecasting & Planning Precision Reduced excess stock by 30% while maintaining 99%+ global product availability through advanced demand planning Enhanced end-to-end visibility across procurement, warehouse, and logistics, accelerating order cycles and improving service levels 🔹 Inventory Optimization & Warehouse Excellence Achieved 98.5% product readiness by implementing AI-powered replenishment and floor-level process coordination Delivered 4x inventory turnover and reduced carrying costs via dynamic category strategies and 3PL optimization 🔹 Global Logistics Leadership Negotiated freight contracts with annual savings of 20%, while increasing on-time delivery performance by 10% Oversaw port clearance operations in Rio de Janeiro, reducing bottlenecks and import delays by 80% 🔹 Agile Team Leadership & Sustainability Advocacy Led high-performance teams using Power BI and SAP for real-time visibility and KPI execution Promoted sustainable practices by affiliating the company with ABRABE, aligning operations with industry ESG standards

As LATAM Logistics & Operations Lead at PayPal, I was responsible for optimizing regional supply chain operations, driving cross-functional alignment between Sales, Planning, and Finance to elevate accuracy, reduce costs, and improve overall service delivery. My work involved regional strategic initiatives and the coordination of global performance projects across multiple countries. 🔹 Regional Logistics & Process Optimization Led logistics strategy across LATAM, improving product storage, distribution efficiency, and last-mile service quality Conducted operational analyses to identify bottlenecks and implemented continuous improvement programs to reduce costs and streamline workflows 🔹 Cross-Functional Planning & S&OP Collaborated with Sales and Production to execute demand planning and Sales & Operations Planning (S&OP) Ensured end-to-end supply chain alignment and maintained high inventory accuracy levels through data-driven planning 🔹 Inventory Control & Reporting Reduced inventory discrepancies from 9% to 0% by overhauling reconciliation processes between physical and accounting systems Produced strategic KPI dashboards and operational reports, presenting insights to senior executives for decision-making 🔹 Global Performance Leadership Spearheaded the implementation of a global KPI monitoring system for the entire supply chain team Led cross-regional efforts with teams in Poland, Sweden, UK (London, Scotland), Germany, Finland, and Mexico

As LATAM leader for Logistics, Operations, and Manufacturing at Telit, I was responsible for the end-to-end orchestration of supply chain activities across Latin America. My work focused on reducing operational failures, improving cost efficiency, and aligning logistics and production strategies with business growth objectives. 🔹 Strategic Logistics & Supply Chain Leadership Led planning and execution of direct and indirect supply with global vendors, optimizing logistics flows across LATAM Negotiated national and international freight agreements (BIDs), improving cost structures and delivery reliability Transitioned the business from a national model to a fully integrated global supply chain operation 🔹 Inventory & Manufacturing Optimization Increased production capacity by 40% over 4 years, reaching 440k units/year Achieved 30% cost reduction in production through advanced procurement strategies and demand alignment Improved forecast accuracy from 55% to 87%, reducing excess and obsolescence risk Supervised DSI, OTB, and fill rate metrics, balancing working capital with service levels 🔹 Asset & Performance Management Reduced asset base by 57% (15k items) via inventory control and rationalization Oversaw budget execution in line with sales planning and operational strategy Managed IT infrastructure for operations (laptops, servers, software), ensuring performance continuity 🔹 Team Development & Operational Excellence Built and led a high-performance team through training and daily leadership Solved complex exceptions (cycle errors, fines, delivery delays), improving operational SLAs Delivered consistent performance reporting through ERP (TOTVS), SAP, and custom dashboards Key Outcome: Positioned Telit's LATAM operations for scalable, cost-efficient growth through integrated planning, supplier consolidation, and digital control of key operational assets.

At Ativax Brazil, I was responsible for the coordination of logistics operations and customer support, contributing directly to service quality, operational efficiency, and commercial performance. I worked closely with retailers and distributors, combining technical logistics planning with process improvement and CRM-based analysis. 🔹 Logistics Coordination & Client Operations Managed daily logistics flows with a focus on safety, efficiency, and customer satisfaction Maintained direct communication with key retail and distribution clients, ensuring SLA adherence and service excellence 🔹 Planning & KPI Management Monitored order volumes and billing through CRM systems to identify trends and support tactical decisions Produced daily and monthly performance reports and monitored logistics KPIs 🔹 Process Improvement & E-commerce Enablement Led logistics structuring for e-commerce operations, from purchase flow to final-mile delivery (couriers, inventory, returns) Supported mapping and redesign of operational processes to boost productivity and service continuity Key Outcome: Contributed to the foundation and growth of Ativax’s e-commerce logistics model and improved service quality for key accounts through structured planning and CRM-based reporting.

At Huawei Technologies, I was responsible for the coordination of after-sales logistics and demand planning, acting as a key interface between operational execution and strategic forecasting. My work focused on improving process efficiency, ensuring full utilization of logistics resources, and supporting the implementation of new operations. 🔹 Demand Planning & Operational Control Led demand planning processes, including method definition, capacity analysis, and management-level consolidation Monitored resource allocation for new operations and supported capacity planning initiatives 🔹 Project Support & Scheduling Optimization Analyzed process deviations in projects, providing insights and feedback to facilitate alignment and progress Oversaw the use of production scheduling tools, optimizing workflows and offering technical guidance when needed 🔹 Logistics & Cost Efficiency Initiatives Implemented process improvements that increased logistics performance in line with Total Delivery Cost (TDC) standards Redesigned warehouse configurations to maximize space utilization and operational flow Key Outcome: Contributed to the operational efficiency and scalability of Huawei’s logistics in Brazil, laying groundwork for high-performance delivery aligned with international quality standards.