Aline Alves
Customer Service Manager @Newell Brands
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WORK HISTORY
Customer Service Manager @Newell Brands
BR
At Newell Brands, I lead the Customer Service function across Brazil, driving operational excellence, customer experience, and seamless process integration with Sales, Supply & Demand Planning, and Order Management. • Reduced the full order lifecycle from 32 days to 4 days, aligning processes with global standards and improving satisfaction. • Implemented Salesforce Service Cloud, cutting first-response time from the global KPI of 14h to 11.5h within the first month. • Improved fill rate from 85% to 95%, exceeding the global KPI by managing backorders and partnering with planning teams. • Integrated three ERPs into a single system, leading testing, training, and stakeholder alignment. • Achieved 100% compliance in order processing, ensuring all orders meet corporate global standards. • Increased CSAT from 67% to 92%, delivering a more efficient and customer-centric service operation. • Trained and engaged the team to increase productivity by 30% and strengthened alignment with global teams.I position Customer Service as a strategic business partner, anticipating demand, accelerating billing, and contributing to sustainable growth.
EDUCATION
ESPM Escola Superior de Propaganda e Marketing
Graduate's degree, Advertising and Marketing
FIA Business School
Master of Business Administration (MBA), Business and Project Management
Universidade Presbiteriana Mackenzie
Bachelor's degree, Business Administration
FGV - Fundação Getulio Vargas
Master of Business Administration - MBA, Gestão com Ênfase em Inovação e Estratégia
ESPM Escola Superior de Propaganda e Marketing
Continued Education Course, Digital Marketing
ESPM Escola Superior de Propaganda e Marketing
Trade Marketing Digital
ABOUT ALINE ALVES
Customer Service and Trade Marketing Leader with over 12 years of experience across the insurance, consumer electronics, and durable consumer goods sectors. I bring a strong background in sales, retail execution, and omnichannel strategy, combined with a solid analytical mindset and a proven ability to lead cross-functional projects in fast-paced, dynamic environments.In June 2023, I was invited to take on the challenge of creating and leading the Customer Service function at Newell Brands Brasil. Since then, I have been responsible for implementing and managing the full Order-to-Cash process, aligning local operations with global policies, improving service levels, and driving operational efficiency through standardisation, digital transformation, and process governance.Previously, I served as Trade Marketing Manager at Newell Brands, overseeing national campaigns, new product launches, and field team operations across the home appliances category. I have deep experience in digital trade marketing, P&L management, ROI strategies, visual merchandising, category management, and go-to-market planning — supported by certifications from Google and ESPM, and an MBA in Business and Project Management and Business Growth & Innovation.Passionate about building integrated, customer-centric solutions, I thrive in roles where I can combine strategic vision with hands-on execution. I am open to new international opportunities and committed to continuous learning and transformation.
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