Barbara Cardozo

Operations professional with 10+ years of experience building and improving processes across entrepreneurial and multinational environments. Experienced in end-to-end operations, digital systems, customer lifecycle, process optimisation, KPI management and cross-functional delivery. Combines hands-on entrepreneurial experience running operations from the ground up with international team leadership and process transformation experience in large organisations.

Co-Founder & Operations Manager at Therapy, Private Health & Professional Education Company (2020 – 2026)

• Built and managed end-to-end business operations from the ground up, covering customer acquisition, lead management, onboarding, payments, communications, service delivery and professional education.
• Evaluated and implemented digital systems and automation tools including MailerLite, ManyChat, Meta Ads Manager, Stripe, Zoom, Canva and Google Workspace to improve operational efficiency and customer experience.
• Built digital customer journeys and automated workflows, including lead magnets, landing pages, email sequences, customer segmentation, webinar registration, follow-up and onboarding.
• Designed KPI reporting and performance tracking across revenue, customer acquisition, marketing activity and operational capacity, using data to identify improvement opportunities and guide decisions.
• Led the operational delivery of 10 professional training workshops in one year, coordinating logistics, suppliers, registrations, payments and customer communications while doubling operational capacity without proportional growth in resources.
• Built and continuously improved processes, systems and automations in a highly autonomous environment, using AI tools including ChatGPT for research, content production, data analysis, process development and automation.

International Travel & Family Transition (2017 – 2019)

Regional Credit & Collections Supervisor at Air Products (2013 – 2016)

• Managed and monitored operational performance across a €60M Order-to-Cash portfolio spanning multiple Central European markets, balancing business objectives, customer relationships and financial performance.
• Led, coached and mentored an international team of 11 specialists, including remote ones, managing workload planning, performance reviews, operational priorities and continuous process improvement.
• Partnered with Finance, Sales, Customer Service and IT to gather business requirements, align cross-functional processes and deliver operational improvements across European markets.
• Supported SAP FSCM implementation by gathering business requirements, documenting business processes, preparing functional documentation and coordinating cross-functional stakeholders.
• Analysed end-to-end Order-to-Cash processes within SAP-enabled environments, identifying workflow inefficiencies and driving process optimisation initiatives.
• Led the Direct Debit implementation for the Polish market,, documenting business requirements, process flows, operational procedures and implementation activities while coordinating stakeholders across multiple functions.
• Developed KPI reporting and operational reviews to monitor performance, identify process bottlenecks and support continuous improvement.

Credit & Collections Team Lead at Air Products (2011 – 2013)

• Managed operational performance of a €15M Order-to-Cash portfolio across six European countries within SAP-enabled environments.
• Led a team of 13–14 specialists, driving operational consistency, workload planning and performance across a portfolio of 15,000 customer accounts.
• Reduced overdue receivables from 38% to 24% by improving portfolio segmentation, prioritisation and follow-up processes.
• Standardised portfolio monitoring and reporting processes, improving visibility and operational decision-making.
• Analysed operational KPIs and business trends to identify improvement opportunities and optimise portfolio management processes.

Debt Recovery Specialist for Poland and Germany at Air Products (2009 – 2011)

• Designed and implemented standardised debt recovery processes for the Polish market, improving operational consistency.
• Analysed ageing portfolios and reintegrated unmanaged receivables into structured recovery workflows.
• Coordinated legal collections, third-party agencies and insolvency cases, ensuring compliance with internal policies and local regulations.

Credits and Collections for Germany and Switzerland at Agilent Technologies (2008 – 2009)

• Managed German and Swiss customer portfolio
• Resolved payment disputes and invoice issues

Credit and Collections for UK and Ireland at ExxonMobil (2006 – 2008)

• Managed UK and Ireland customer portfolio
• Followed up overdue invoices and payment schedules

Master Degree in Economics – University of Opole/Poland

Management Fundamentals (1 year program)