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Work Background
KerryCacar and Andean Customer Care Manager
Aug. 2018Costa Rica · HybridResponsible for a team of 10 people attending Central America and Andean market. Responsible for the OTC process, hire new members, trainings, refreshments on procedures, coaching, establishment and follow up on KPIs, reporting as needed, ensure problem and complaints resolution, and customer satisfaction fill rate. Point of contact between commercial teams and operations team. Implementation of SAP and Salesforce in CACAR and acquisitions.
Hamburg SüdCustomer Service Supervisor
Jun. 2015 - Aug. 2018Escazu · On-sitemanagement of the regional Customer Service team, 7 people in charge in 4 different countries. Resolution of customer complaints, follow up of demurrages and disputes. Follow-up with carriers and warehouses to comply with commercial agreements. Compliance with KPIs, development objectives and team performance. Reports and visibility of KPIs and team performance to regional managers. Visits to clients with the commercial area to ensure compliance with agreements according to contracts. Make sure all loading lists and exports files were presented on time to port authorities to ensure entrance of all equipment and further loading on the vessels. Implementation of Global Booking System - GLOBE, testing, training for end users and super user role. Point of contact between customers, commercial team, and operations.
Negocios Rueto Skay (MOL)Gerente Comercial
Oct. 2014 - Jun. 2015Avenida Escazu · On-siteResponsible for Commercial department for shipping line Mol. Ensure KPIs are met, follow up on sales executive goals, sales calls, follow up on customers volumes per contracts. Reporting and coaching.
Terminales SantaMaríaSales Supervisor
Mar. 2014 - Aug. 2014Alajuela · On-siteIn charge of the sales department reporting to commercial management. Follow up on contracts with the airlines, make sure customers needs were met, ensure KPIs compliance, review, and reporting to customers. Follow up on sales calls and monthly targets.
ExpeditorsDistrict Sales Executive
Jul. 2013 - Mar. 2014Alajuela · HybridSales executive for air, maritime and warehouse, sales calls, visits, CRM reporting, follow up on cargos, volumes and ensure new business.
ZIM Agency CROperations and Customer Service Supervisor
Dec. 2011 - Jul. 2013costa rica · On-siteIn charge of Customer Service department for import and export, make sure booking request from customers are attended, compliance of reports and data transfer to local customs, follow up on customer complaints, disputes, and demurrages. Control of the containers in the country, making sure the time of the equipment does not breach the time allow by local customs. Export of empty equipment to locations needed. Reporting, follow up on KPIs, super user of ZIM ERP.
CSAVPricing and Capacity Manager
Jun. 2007 - Dec. 2011San José · On-siteResponsible for pricing alignments and offers to the agents negotiating with customers for countries in Central America, Caribbean, and West Coast Mexico. Capacity manager for vessel services assigned to my scope, make sure the containers are in the countries were needed and maximize the utilization of the vessel capacity at the best’s incomes.
Maersk LineImport, Export and Inside Sales
Apr. 2003 - Jun. 2007San José · On-siteCustomer Service Representative, follow up on bookings from customers, container positioning to customer facilities for both import and export, reporting to port authorities and vessel operators of the cargo to be loaded. Customs information transmission. Quote process as inside sales working with commercial team, follow up with customers to ensure bookings as per agreed rate.
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