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Work Background
Wilhelmsen groupOperations Manager (Central America)
Jul. 2008PanamaManage 18 direct reports ensuring successful management of Shipping operations within Panama, Central America, and Netherland Antilles. Direct sub-agency services in Central America and Caribbean Islands. Monitor performance, cash management, and collection of outstanding balances from international and local clients. Communicate extensively with international clients to obtain feedback on services rendered. Ensure exceptional customer service conducting regular customer visits in Asia and Central America. Develop departmental goals and implement strategies to achieve annual operating plans. Key player within recruitment, mentoring, and staff development. Maintain sound corporate governance within organization Selected Achievements: * Built sub-agency network for Central America and areas of the Caribbean consolidating regional presence. * Developed and coordinated implementation of QHSSE plan for Panama in accordance to global guidelines. Wrote several work processes for company’s Quality System Manual. Selected Skills:
* International Shipping Operations Management
* Performance Measurement
* Collections & Cash Management
* International Client Relations
* Customer Service & Retention
* Operating Plan Development & Execution
* Staff Recruitment, Mentoring, & Training
* Corporate Governance
Wilhelmsen groupAssistant Operations Manager, Barwil Agencies, S.A., Panama
Jan. 2005 - Jul. 2008PanamaMonitored vessel movements and prepared reports for clients. Communicated with international clients to assess service performance. Conducted port / cargo and canal transit expense proformas for clients. Managed and evaluated Operations with 8 direct reports in Colon and Panama. Selected Achievements: * Reduced customer complaints by establishing an in-house training plan for Department staff.
* Improved product creating templates / worksheets for quotations and other recurring Customer requests. Selected Skills:
* Operations Management & Streamlining
* Client Relationship Building
* Performance Measurement
* Port, Cargo, & Canal Transit
* Expense Control & Cost Reductions
Wilhelmsen groupOperations Supervisor, Barwil Agencies, S.A., Colon Province
Jan. 1997 - Dec. 2004ColonCoordinated cargo operations and vessel requirements. Arranged canal transits and cargo operations in Atlantic area. Directed 7 team members evaluating performance of Boarding Officers in Colon area.
Selected Achievements: * Key player within Group that obtained the first ISO Quality Certification for a Shipping Company in Panama.
* Quickly promoted to Supervisor position due to team leadership and strong work ethic. Selected Skills:
* Cargo & Vessel Operations Management
* Canal Transit Arrangements
* Performance Measurement
* ISO Quality Certifications & Assurance
* Leadership & Team Building
Wilhelmsen groupBoarding Officer, Barwil Agencies, S.A., Colon Province
Jan. 1995 - Dec. 1997ColonBoarded vessels represented by agency. Ensured accurate and timely management of domestic and international customer requirements.
Selected Achievements: * Effectively implemented company work processes increasing productivity, efficiency, and safety. * Improved office efficiency and customer service by replacing previous filing system. Selected Skills:
* Boarding Process Management
* Domestic & International Customer Relations
* Time Management & Reporting Accuracy
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