Els Michiels

Freelance - Transition Manager for Customer Operations . Part of a strategic program expanding Worldline's business in Australia.

✓ Designed Target Operating Models for Customer Service (onboarding, logistics, contact center, disputes) ✓ Led gap analysis (processes, systems, people); developed and implemented mitigation plans. ✓ Ensured full operational readiness and successful migration of customer portfolio to the new platform ✓ Partnered with IT and commercial functions to align transformation programs with strategic business objectives.

✓ Directed customer service transformation across multiple EU markets as part of the Customer 20/20 program. ✓ Implemented new technologies (CRM, Contact Center, DMS) and drove standardization of operations. ✓ Defined governance structures and KPIs, improving service consistency and transparency.

✓ Reported to EMEA VP; led 140 FTE across Western Europe markets. ✓ Designed and rolled out cluster-wide S&OP process

✓ Delivered synergies and best practice sharing across multiple markets.