Guillermo Leblanc

Consultant @Blue Forest Consulting Services

Financial Analyst👍 Sales & BizDevOperationsChange ManagementStrategic managementCustomer Success ManagerAccount Management💸 Marketing🏦 Finance💼 C-level Executive🗿 HR🧨 ConsultingCOOHR consultantLife CoachingAdvisorEngagement Manager

Guillermo Leblanc is an experienced consultant at Blue Forest Consulting Services, where he has made significant contributions with his expertise and strategic vision. With a strong background in business management, Guillermo specializes in providing effective solutions for operational challenges and enhancing business efficiency. His career spans over a decade, during which he has worked with a wide array of businesses, helping them overcome obstacles and achieve their goals. Guillermo holds a degree in Business Administration, providing him with a solid foundation for understanding the intricate dynamics of different industries. His ability to analyze business models, identify gaps, and implement strategic plans has made him a valuable asset to Blue Forest Consulting Services.

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Network Power<100 people

Roles

🧨66%

Consulting

💸33%

Marketing

🧑‍💼33%

C-level Executive

Geos

🇵🇦33%

Panama

Work Background

Constructora Rigaservices S.A.Financial & Administrative Director

Apr. 2023Panamá, Panama

CSCMP - Council of Supply Chain Management ProfessionalsRound Table Member

Jun. 2021United States

Escala LogísticaManaging Partner

Aug. 2022 - Jul. 2023Panamá, Panama

Autoridad de Turismo de PanamáPlanning and Tourism Development Director

Feb. 2022 - Jul. 2022Panamá, Panama• Leadership in the creation of continuous improvement processes, change management and implementation of PMI methodology in the Public Sector. • Total of 18 direct reports, including the 2020-2025 Master Plan Technical Unit, the institution's statistics department, a specialist in bilateral agreements, an economist, project leaders and planning technicians. • Administration of the budget of the entity and the projects in the 2022 Action Plan. • Working with Minister, IDB - Inter-American Development Bank Business Unit and stakeholders in the creation, consolidation, presentation and approval of the 2023 Budget to the National Tourism Council of the Republic of Panama. • Implementation of the schedule for the installation of Tourist Destination Management Committees in 2022. • Creation of technical reports and review of Terms of Reference for projects of the entity, including the Executing Unit of ATP-BID (Inter-American Development Bank). • Planning, design, and presentation of the 2023 budget to the National Tourism Council, a predecessor step of the Minister's presentation in the National Assembly

MerkappGeneral Manager

Jul. 2020 - Jun. 2021Panamá, Panama• Responsible for the organization P&L, Cash Flow in the Ecommerce / Quick Commerce Industry while COVID-19 Pandemic (Q2-3/2020 & Q1-2/2021). • Expansion of the B2B business in partnership with Pedidos Ya (Delivery Hero) while implementing the B2C in local market: www.Merkapp.com. Increasing sales in 11.7X YOY in Q1/2021. • Organizational restructure and lean systems implementations in the inbound, pick & pack and outbond procedures while implementing CI software in the front end and back end platforms. • Implementation of the micro-fullfilment darkstores of Pedidos Ya in Panama City and Panama Oeste with a Team of five direct reports while providing the best in class Customer Service Support in the O&O business.

Under ArmoureCommerce Customer Retention Manager - LATAM

Feb. 2019 - Sep. 2020Panama• Zendesk Software AI, Chatbot and CRM tool implementation in O&O sites and CS Operations • Consumer retention strategy, including segmentation process and go live in LATAM • Regional Email Marketing owner and agency vendor mgmt. (OR%, CTR% & Conversion rates) • Robust consumer protection entities claim process, including brand resolution and SLA’s

Under ArmoureCommerce CS Manager - Emerging Markets

Mar. 2017 - Aug. 2020Panama• Brazil market implementation, Portuguese speaking CSR’s from region • CS Ecom revenue contribution of 5.5% representing over half a million USD in 2018 • End to end Marketplace Mercado Libre official store implementation in Mexico, Direct Model • 3rd Party Ecommerce Support including the roadmap plan, images support and tool training for parterns in Turkey, Balkans, Paraguay and Peru.

Under ArmoureCommerce Customer Service - LATAM

Oct. 2015 - Aug. 2020Panama City, Republic of Panama• BPO RFP, selection and end to end implementation in LATAM region • Chile and Mexico own & operated sites process flow design, documentation and go live • Upsell and CS Ecommerce Revenue contribution culture creation in BPO • Vendor MGMT and Employee retention programs design and execution

Logistics Services (Panama)Operational Excellence Manager

Jan. 2014 - Oct. 2015Colon Free Zone. Republic of Panama.- Project management and procurement process for Regional Distribution Center (RDC >16,000 mt² and 24 docks) cross-dock automation project in the Colon Free Zone, the system increased product throughput for a Multinational Footwear Retailer in LATAM. - Implementation of KPI's dashboard including People, Quality, Velocity and Costs metrics in all operations. Permanent advocate of performance management through indicators in the organization. - Lean Systems and 6 Sigma quality project management and communications through the DHL's First Choice methodology in the Operational Excellence office. - Eliminate organizational waste (Muda) through the analysis of inbound, outbound, storage, picking and value added services processes in different business units (BU) initiatives. - Responsible for four direct reports in the Quality/Operational Excellence Office: Process Design & Documentation, Data Analysis, Internal Audits, Training Workforce, Project Management, Business Continuity Plan and Safety/Risk Management. - Effective implementation of the Safety Committee and Fire Brigades in four Distribution Centers with over 439 employees in five different business units (BU). - Coordination of annual training for brigade members (HSE) with fire department (BCBRP) and Panama red cross in order to develop the workforce and create a zero accidents culture. - Effective implementation of Safety metrics based on OSHA standards (RIF, LTCF & TLTC). - Leadership in different projects in the organization: Regional Distribution Center (RDC) construction project, business continuity plan (BCP), BASC - Business Alliance for Secure Commerce implementation, CBM accuracy project, 5S methodology implementation in all business units (including operational and administration on going audits and communication of results).

Logistics Services (Panama)Customer Service Manager

May. 2012 - Jan. 2014Colon Free Zone, Republic of Panama- Manage and ensure an effective business relationship between the organization and clients global portfolio, including all operational processes, contract KPI´s, SLA´s, billing and service capabilities function effectively and efficiently. Responsible for seven direct reports. - Created standards to maintain an effective operational results communications in all accounts between client and customer service representative through regular monthly conference calls, creating actions plans and timelines when required in order to elevate customer satisfaction. - Manage all external communications to client’s portfolio (daily reports, perfomance metrics results, business continuity, operational action plans, monthly KPI's conference meetings). - Import and export digital documents project in portal web to easy 24/7 access from Warehouse Management System (WMS). Electronic documents included commercial invoice, packing list, electronic trade declaration movement (DMCE), bill of lading (BL), inbound and outbound container loading and unloading profile pictures sequence (including date/time for effective seal traceability). - Request for proposal/quotation (RFP/RFQ) process participation for different multinational potential clients, this included adherence to document details, presentations and visits with GM. - Effective implementation of new accounts, merging client key contacts with internal processes and team members from different areas including administration, legal, operations, customer service and strategic business partners when required.

Dichter & Neira Research NetworkCall Center Manager

Jan. 2011 - Jan. 2012Responsible for the leadership and management of the operation through the effective use of resources. A total of thirty six direct reports: two supervisors, one quality representative and thirty three agents. Meeting, setting and monitor quality processes and Key Performance Indicators (KPI`s) as well as planning areas of continuous improvement (CI). Forecasting and analyzing data against budget figures on a monthly and/or quarterly basis. Coordinating staff recruitment, including writing vacancy advertisements and liaising with HR staff. Ensure that calls and data entry processes are executed effectively within agreed service levels and in an appropriate manner with supervisors and project managers. Perform effective communications with supervisors and quality representative to assure results and resolve issues. Coordinate quality validation sessions with staff to track customer satisfaction. Reviewing the performance of staff, identifying training needs and planning training sessions. Organizing staffing, including shift patterns and the number of agents required to meet work volumes and demand.

Caterpillar Inc.Team Leader

Jan. 2006 - Jan. 2011Responsible for maintaining operations by initiating, coordinating and enforcing policies utilized by the HR Customer Support Team, including reps handling the Switchboard and ISE Helpdesk. Responsible for developing team members by providing leadership and guidance along with setting tactical goals for the team and tracking the team's performance. He monitors service levels and manages the division of the team's workload. Responsibilities also include directing the training initiatives of the team, and developing and implementing continuous process improvement projects. The team is comprised of 17 support employees and 1 senior rep where planning, scheduling, and monitoring and reviewing work of those direct reports is required. The position is responsible for all personnel issues and performance evaluations for the team.

SitelTeam Manager

Jan. 2003 - Jan. 2006Call center team management. Responsible for the quality, training, adherence and other key performance indicators (KPI) in call center production teams. In charge of all communications and processes changes. Direct contact with the client and to provide weekly, monthly and quarterly results. Ability to lead and motivate employees in order to create an excellent work climate. Responsible to create action plans on production results and take actions accordingly. Experience in the following projects: Columbia House, Iberia, Visa. Internal consultant for the following projects: Sony, Prudential and Cox Communications.