Felicia Casanova

Motivated and accomplished multinational Customer Service and Operations Manager (MBA) with progressive experience in team management, fulfilment (Quote-to-Cash) and demand planning. Skilled in developing customer relationships, cross-functional internal and external project management and applying supply chain principles. Successful in meeting business objectives and efficiencies, delivering results and achieving exceptional customer satisfaction.

• Team leadership and management 
• Customer fulfilment operations and account management
• Operational efficiencies and key performance metrics (KPIs and SLAs)
• Inventory management:  3rd Party / VMI fulfilment / ROP / optimization
• Communication, organizational and collaborative competencies
• Advanced analytical and problem-solving abilities
• Change and transition management:  product transitions, process enhancements, acquisitions
• Contract and tenders - assessing operational terms and conditions for engagements
• Compliance:  SOP, SOX, Global Trade, audit
• Systems:  E-Business (B2B / EDI), ERP, MS Office, Salesforce, Model N

Team Lead - Onsite Client Laboratory Services

Fulfilment Operations (Independent Fashion Startup Project)

Senior Manager, Customer Fulfilment and Demand Operations – EMEA

Team Leader, Customer Order Fulfilment – EMEA / LATAM

Sales and Operations Demand Planning Analyst – Europe

Sales Operations and Fulfilment Specialist – NEC CI, Southern Europe Distribution

Master of Business Administration, European University (EU Business School), Geneva, Switzerland        

Bachelor of Arts, Rutgers University, Douglass College, New Brunswick, New Jersey, USA - Concentrations:  Economics, Accounting, Finance, and International Business (Minor:  Biology)

INSIDE LVMH Certificate (June 2023) - LVMH & The Luxury Industry, Luxury & Sustainability, Operations & Supply Chain, Retail & Customer Experience