EvilQueenCendy User

Governed a €7.5M+ portfolio across seven delivery and support teams, leading end-to-end portfolio governance, service delivery, and executive reporting. Drove continuous improvement and service maturity, transforming teams to proactive, data-driven operational management.

Led and mentored a team of 9 Business Analysts, driving performance, engagement, and professional development through structured coaching and career development plans. Served as primary escalation lead, ensuring alignment between service delivery objectives and stakeholder expectations.

Acted as business and solution lead for EDI, e-Invoicing, MDM, and Order-to-Cash offerings, driving customer engagement and supporting revenue growth. Led end-to-end RFP/RFI processes, including requirements analysis, GDPR and security assessments, commercial modelling, and contract negotiations.

Drove digital adoption across EMEA, onboarding customers, vendors, and internal teams onto e-commerce, EDI, API, and web-based solutions. Managed end-to-end global EDI integration programs, coordinating requirements, stakeholder alignment, UAT/QA testing, deployment, and post-go-live support.

Contributed to four global SAP ECC transformation programs and go-lives across Europe, North America, LATAM, and Imago Europe. Gathered and formalized business requirements, produced functional specifications, and coordinated end-to-end testing activities including integration testing and UAT.

Served as Subject Matter Expert for Customer Service, Operations, Logistics, and Warehouse Management, supporting a global SAP ERP transformation program. Documented regional business processes, identified variations, and contributed to testing, deployment, and go-live activities.

Managed after-sales operations across French, Italian, and Rest-of-World markets, ensuring high service quality and operational efficiency. Recognized as in-house export expert, advising on customs compliance, international trade requirements, and cross-border logistics.

Artificial Intelligence Cycle from Università di Napoli, completed in 2026.

SAFe Agilist certification from Scaled Agile Framework, completed in 2026.

SAFe POPM certification from Scaled Agile Framework, completed in 2022 and upgraded to 6.0 in 2026.

Artificial Intelligence Cycle from Cefora, completed in 2025.

Leadership Excellence Program from Inetum, completed in 2025.

Pan-European Public Procurement from GS1, completed in 2021.

Digital Transformation & Change Management from Università di Napoli, completed in 2021.

Project Management and Team Management & Coaching from Cefora, completed in 2013 and 2015.

Import-Export & Customs Cycle from BECI, completed in 2012.

Master in Translation and Postgraduate in International Relations & Diplomacy from ISTI (now ULB), completed in 2004 and 2005.