Ruben Andrade
Global Vendor Manager
El Casar
Summary
Hello! I'm Ruben, a dedicated Vendor Manager with over 15 years of experience in operations management and vendor relationships. I'm passionate about delivering exceptional customer service and driving business success through effective vendor collaboration. Organized and efficient Global Vendor Manager supporting corporate level officers and senior management personnel with demonstrated expertise in financial and operational leadership. Adroit professional exemplifies multidisciplinary managerial skill in process, procedure and policy improvement initiatives. Accomplished in workflow optimization techniques implementation which increase productivity, reduce labor and maintain business integrity and quality of service.
Overview
16
16
years of professional experience
Work History
Global Vendor Manager
Klarna
11.2023 - Current
- Responsible for establishing and maintaining positive relationships between Klarna company and its suppliers or vendors
- Relationship Management: Build and maintain strong relationships with vendors to ensure open communication, collaboration, and a mutual understanding of expectations
- Performance Monitoring: Monitor vendor performance against established metrics and KPIs
- Address any issues or discrepancies and work with vendors to improve performance
- Risk Management: Identify and mitigate risks associated with vendor relationships, such as supply chain disruptions, quality issues, and financial stability concerns
- Cost Management: Optimize costs through negotiation, value analysis, and identifying cost-saving opportunities without compromising quality or service
- Compliance: Ensure that vendors comply with contractual agreements, industry regulations, and ethical standards
- Stay informed about relevant laws and regulations
- Conflict Resolution: Manage and resolve conflicts or disputes with vendors in a fair and timely manner, fostering a positive and collaborative working relationship
- Communication: Facilitate clear and effective communication between internal teams and vendors to ensure a smooth flow of information and coordination
- Continuous Improvement: Work towards improving processes related to vendor management, seeking opportunities for efficiency, cost-effectiveness, and overall improvement
- Market Analysis: Stay informed about market trends, industry standards, and emerging technologies to make informed decisions about vendors and ensure competitiveness
- Feedback Collection: Gather feedback from internal stakeholders regarding vendor performance, products, and services to drive continuous improvement and meet business objectives
- Technology Utilization: Utilize technology and tools, such as vendor management systems (VMS), to streamline processes, track performance, and enhance efficiency.
Vendor Account Manager
Klarna
07.2023 - 11.2023
- Implementing Vendor Mix strategy for optimal performance
- Ensuring operational readiness and cost control
- Managing transitions and overseeing overall performance.
- Coordinated with vendors on promotional activities, increasing brand visibility and driving sales growth
- Identified opportunities for process improvements within the company''s procurement practices, streamlining workflows for greater operational efficiency
- Enhanced existing vendor base by maintaining regular communication and nurturing long-term partnerships
- Implemented performance metrics to evaluate vendor effectiveness, leading to increased efficiency and productivity levels
- Increased vendor satisfaction by consistently monitoring and addressing their concerns and needs
- Managed budget allocation for vendor accounts, prioritizing resources for maximum return on investment
- Managed vendor performance to maximize profitability and achieve financial objectives
Vendor Operations Manager UKI
Klarna
05.2022 - 11.2023
- Overseeing and managing the operational aspects of vendor relationships within Klarna
- Operational Planning: Collaborate with cross-functional teams to define operational requirements, including service levels, quality metrics, and performance expectations
- Develop strategies and plans to optimize vendor performance
- Performance Monitoring: Continuously assess and monitor vendor performance by tracking key performance indicators (KPIs) and service level agreements (SLAs)
- Identify areas for improvement and implement corrective actions as needed
- Cost Management: Manage vendor-related costs, including negotiation of pricing, cost control, and budget adherence
- Seek opportunities for cost savings without compromising service quality
- Issue Resolution: Address and resolve any operational issues, conflicts, or challenges that may arise in the vendor relationship
- Develop effective solutions and ensure swift resolution to minimize disruptions
- Vendor Relationship Management: Build and maintain strong relationships with vendor partners to foster collaboration and mutual success
- Facilitate communication and alignment between the vendor and internal teams
- Risk Management: Identify potential risks associated with vendor relationships and develop strategies to mitigate these risks
- Change Management: Manage changes related to vendor relationships, such as transitions, scaling operations up or down, or introducing new services or products
- Ensure that changes are executed smoothly and in line with business needs
- Reporting and Analysis: Generate regular reports on vendor performance, costs, and operational efficiency
- Analyze data to identify trends, areas for improvement
- Continuous Improvement: Implement best practices and drive initiatives to enhance vendor performance and service delivery.
Customer Support Manager
Freedom Finance Europe Ltd
11.2021 - 05.2022
- Customer Issue Resolution: Handle complex or escalated customer issues and provide effective solutions
- Ensure that customer problems are resolved promptly and to their satisfaction
- Service Improvement: Identify opportunities for improving customer service processes, including response times, call handling, and issue resolution
- Implement changes to enhance service efficiency
- Customer Communication: Maintain open and effective communication with customers, addressing inquiries and concerns promptly
- Ensure that customers are informed about company policies, services, and offerings
- Data Analysis: Analyze customer data and feedback to identify trends and patterns in customer behavior and preferences
- Use insights to make data-driven decisions to improve services
- Performance Metrics: Define and track key performance metrics, such as response times, customer satisfaction scores, and issue resolution rates
- Training and Development: Provide ongoing training and development opportunities for the support team to enhance their skills and knowledge
- Stay updated on industry best practices
- Customer Feedback Management: Solicit and gather customer feedback to understand their needs and preferences
- Use feedback to drive improvements in services and products
- Customer Relationship Management (CRM): Utilize CRM tools to maintain a database of customer interactions, preferences, and histories
- Leverage CRM data for more personalized service
- Reporting: Create and present regular reports to senior management on customer support performance, including trends, challenges, and improvements
- Provide recommendations for strategic decisions.
Head of Customer Support and Sales
Access Finance SL
02.2020 - 09.2021
- The role of a Head of Customer Support and Sales in a finance company is pivotal, encompassing a wide range of responsibilities to ensure both excellent customer service and robust sales performance
- This position requires a delicate balance between customer satisfaction and revenue growth
- Lead and manage a team of customer support and sales professionals
- Foster a high-performance and collaborative culture within the department
- Establish and uphold top-notch customer service standards to ensure satisfaction and loyalty
- Develop and implement customer service policies and procedures
- Implement strategies to engage customers, understand their needs, and provide tailored financial solutions
- Ensure proactive and responsive communication with customers
- Maintain a deep understanding of the company's financial products and services to effectively address customer inquiries and promote offerings
- Ensure that all customer interactions and sales activities comply with relevant financial regulations and industry standards
- Stay updated on regulatory changes and enforce compliance within the department
- Define and track key performance indicators (KPIs) for customer support and sales teams
- Regularly assess team performance and implement improvements to meet or exceed targets
- Oversee the resolution of complex customer issues and complaints
- Implement effective solutions and improvements based on feedback
- Collaborate with other departments such as marketing, product development, and compliance to align strategies and ensure a seamless customer experience
- Implement customer-centric changes based on feedback
- Develop sales training programs and product knowledge sessions for sales representatives
- Keep the sales team informed about industry trends and competitors
- Manage the budget allocated for the customer support and sales department
- Allocate resources effectively to achieve departmental goals.
Call Center Country Manager
Huawei Consumer Business Group
10.2019 - 02.2020
- As a Service Country Manager, the role is pivotal in overseeing and coordinating service operations within a specific geographical region or country
- You are responsible for ensuring that services are delivered with excellence and meet the unique requirements of that region
- Here are the key responsibilities: Develop and execute service strategies tailored to the specific needs and market conditions of the country or region, aligning them with the company's global objectives
- Lead and manage the local service teams, fostering a collaborative and high-performance culture
- Provide direction, support, and professional development opportunities for team members
- Set and maintain high service quality standards in line with global company standards
- Monitor and manage key performance indicators (KPIs) and service level agreements (SLAs) to deliver exceptional service
- Efficiently allocate resources, including personnel, equipment, and budgets, to balance service quality and cost-effectiveness
- Ensure that service operations adhere to local regulations, industry standards, and legal requirements
- Develop and implement performance metrics and reporting systems to assess the efficiency and effectiveness of service delivery within the region
- Use data-driven insights for decision-making and process improvement
- Identify and mitigate operational risks that may affect service delivery in the region
- Develop contingency plans and strategies to address potential challenges
- Foster a culture of continuous improvement within the local service teams
- Encourage innovation, streamline processes, and identify opportunities for enhancing service quality and efficiency
- Collaborate with local vendors or partners, to ensure their services align with your organization's quality and performance standards
- Customize services to meet local cultural, linguistic, and regulatory requirements, tailoring them to the unique characteristics of the region.
ARC Operations Supervisor
Securitas Direct by Verisure
12.2018 - 08.2019
- As an Alarms Receiving Central Supervisor, I am a responsible leader overseeing the operations of an alarm monitoring center, ensuring the prompt and effective handling of security, fire, and emergency alarms
- With a strong commitment to safety and security, I excel in managing a team of operators, maintaining protocol adherence, and delivering rapid responses to protect lives and property
- Key Responsibilities: Lead a team of alarm operators, providing guidance, training, and support to ensure they are prepared to handle various alarms efficiently and professionally
- Oversee the 24/7 monitoring of alarms from a variety of sources, including security systems, fire detection devices, and medical alert systems
- Ensure that operators follow established procedures and protocols for verifying alarms, assessing the situation, and dispatching appropriate responses, adhering to industry standards and regulations
- Maintain a high standard of service by regularly reviewing operators' performance, conducting quality assessments, and providing feedback for continuous improvement
- Establish and maintain effective communication with clients to provide updates on alarm statuses, address concerns, and resolve issues promptly
- Accurately document alarm events, responses, and outcomes for regulatory compliance and incident analysis
- Ensure compliance with industry regulations, privacy laws, and safety standards to protect the privacy and security of clients
- Prioritize client satisfaction by maintaining a high level of service quality, responsiveness, and professionalism.
Global Service Manager
Crossover
11.2017 - 08.2018
- This multifaceted role involves managing teams, fostering client relationships, and ensuring the efficient execution of services
- Here are the key responsibilities: Develop and execute strategies that align service delivery with the organization's broader business objectives
- Ensure that service delivery is agile and adaptable to changing market conditions
- Lead and inspire diverse, geographically dispersed teams
- Foster a collaborative and high-performance culture, providing guidance, motivation, and professional development opportunities
- Build and nurture strong client relationships
- Understand client needs, expectations, and objectives
- Manage escalations, address concerns, and consistently meet or exceed client satisfaction targets
- Set and maintain high standards for service quality
- Define and monitor key performance indicators (KPIs) and service level agreements (SLAs)
- Implement quality control processes to ensure service excellence
- Develop and oversee performance metrics and reporting systems
- Use data-driven insights to assess the efficiency and effectiveness of service delivery, making informed decisions and improvements
- Identify and assess operational risks that may impact service delivery
- Create contingency plans and strategies to mitigate potential issues, ensuring uninterrupted service
- Ensure service delivery operations comply with relevant industry regulations, standards, and data privacy laws
- Mitigate legal and compliance risks by keeping processes in line with established norms
- Foster a culture of continuous improvement
- Encourage innovation, refine service delivery processes, and identify opportunities to enhance overall service quality and efficiency
- Keep stakeholders informed about service delivery progress, challenges, and achievements
- Effective communication is crucial for alignment and transparency
- Plan and execute the expansion of service delivery into new regions or markets, considering local nuances and regulations.
Operations Manager
Teleperformance
04.2013 - 08.2017
- Management positions in the following projects: Netflix Brasil Customer Service - 2 years Facebook for business - 2 years
- Team Leadership and Development: Supervised and mentored a team of call center agents, fostering a supportive and productive work environment. Conducted regular training sessions to enhance team skills and performance.
- Performance Monitoring: Monitored team performance against key performance indicators (KPIs), providing regular feedback and coaching to improve efficiency, customer satisfaction, and overall productivity.
- Quality Assurance: Implemented quality assurance measures to ensure call center operations met and exceeded set standards. Conducted call monitoring and analysis to identify areas for improvement and ensure compliance with service level agreements (SLAs).
- Process Improvement: Collaborated in the development and implementation of process improvements to enhance customer service and operational efficiency. Played a key role in streamlining workflow and reducing response times.
- Customer Escalations: Acted as a point of contact for escalated customer issues, ensuring swift resolution and maintaining high levels of customer satisfaction and loyalty.
- Reporting and Analysis: Assisted in the preparation of reports on call center performance, identifying trends, and making data-driven recommendations to senior management for strategic decision-making.
- Operational Strategy and Execution: Oversaw the daily operations of a BPO facility, ensuring all activities aligned with the organization's strategic goals. Developed and implemented operational strategies to enhance efficiency and service delivery.
- Team Management and Development: Led a diverse team of managers, supervisors, and support staff, promoting a culture of high performance, continuous improvement, and professional growth.
- Client Relationship Management: Acted as the primary liaison between the company and its clients, ensuring all service delivery met contractual obligations and client expectations. Negotiated contracts and managed client communications for sustained business growth.
Education
Bachelor of Accountancy - Economics
Escola Secundaria Da Lourinha
Louirnha, Portugal 04.2001 -
Skills
Call Center Administration
Research Skills
Analytics
Analytical Skills
Daily Operations Management
People Management
Decision-Making
Business Analysis
Collaborative Problem Solving
Stakeholder Engagement
Problem-Solving
Conflict Resolution
Time Management
Teamwork and Collaboration
Written Communication
Excellent Communication
Websites
Current Role
Vendor Account Manager, 07/01/23, Present, 9 months, Klarna, Building and maintaining productive relationships with individual Customer Service vendors., Implementing Vendor Mix strategy for optimal performance., Ensuring operational readiness and cost control., Managing transitions and overseeing overall performance.
Awards
Top Performer - Teleperformance Portugal, 08/01/17
Timeline
Global Vendor Manager
Klarna
11.2023 - Current
Vendor Account Manager
Klarna
07.2023 - 11.2023
Vendor Operations Manager UKI
Klarna
05.2022 - 11.2023
Customer Support Manager
Freedom Finance Europe Ltd
11.2021 - 05.2022
Head of Customer Support and Sales
Access Finance SL
02.2020 - 09.2021
Call Center Country Manager
Huawei Consumer Business Group
10.2019 - 02.2020
ARC Operations Supervisor
Securitas Direct by Verisure
12.2018 - 08.2019
Global Service Manager
Crossover
11.2017 - 08.2018
Operations Manager
Teleperformance
04.2013 - 08.2017
Bachelor of Accountancy - Economics
Escola Secundaria Da Lourinha
04.2001 -