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Work Background
DHL Global ForwardingGlobal Customer Manager, Customs
Mar. 2023
DHL GLOBAL FORWARDING SPAINOperations Steering Manager
Mar. 2022 - May. 2023Coslada, Community of Madrid, SpainDevelop, implement and sustain effective practices that creates value, optimize processes, increase productivity while improving cost structure. Ensure KPI’s and targets are reached in quality, cost and timing in projects. Monitor operations and implement initiatives aligned with the company main priorities and product strategies. Manage internal and external stakeholders and look for solutions within country/region to accomplish deliverables and achieve customer satisfaction.
Review volumes, performance and new challenges with branch directors to create and implement new strategic initiatives according to business priorities.
DHL Global Forwarding SpainProduct Controller
Feb. 2020 - Mar. 2022Madrid, Comunidad de Madrid, EspañaEnsure targets are reached in quality, cost and timing in projects.
Project lead on improving global external services operations.
Design, implement and control strategies and action plans to achieve targets.
Ensure documentation is accurately processed, distributed and released.
Prepare SOP's and implement with abroad teams. Create and/or adapt the transitional methodology.
Prepare timely management information and reports as specified and requested by Branch Manager.
Participate in process & quality improvement and business initiatives and provide feedback on lessons learned to other departments.
Improve cost efficiency by implementing new optimization ideas.
DHL Global ForwardingCustomer Relations Specialist EMEA
May. 2018 - Feb. 2020Madrid Area, SpainLiaise with Operations Team and other functions to achieve prompt and efficient resolution of customer issues and queries.
Act as the primary contact for customers and liaise with vendors on the service delivery to customers.
Actively promote the exchange and adoption of new processes, procedures and work instructions to create more efficient as well as productive work systems.
Promptness in arranging for shipment pick up or handling of exceptions
Offer alternatives to customers and potentially turn information into sales leads Identify value added services to customers when opportunities arise during the course ofinteraction.
Time Management deliverables and milestones
Analysis of customer requirements
DHL GLOBAL FORWARDING SPAINTelemarketing Perishables analist
Dec. 2017 - May. 2018Madrid Area, SpainQualify suspects from various lead sources to acquire quality prospects and new customers. Identify potential Multi-Channel customers and rank up to other sales channels for businessdevelopment. Handle sales enquiries from Multi-Channel customers to meet customers’ needs and expectations
DHL Global ForwardingCustomer Relations Specialist LATAM
Nov. 2016 - Nov. 2017SpainCustomer Service Management
• Act as the primary contact for customers and liaise with vendors on the service delivery to customers.
• Assist customers in resolving service issues, complaints and claims compensation promptly.
• Enhance service experience through delivering professionalism and empathy when dealing with each individual customer with varying needs and demands.
Stakeholder Management
• Liaise with Operations Team and other functions to achieve prompt and efficient resolution of customer issues and queries.
• Actively promote the exchange and adoption of new processes, procedures and work instructions to create more efficient as well as productive work systems.
Process Management
• Promptness in arranging for shipment pick up or handling of exceptions.
• Provide responsive reply to general customers' email enquiries or via other interaction channels.
• Provide timely updates to customers on shipment tracking status.
• Timely management of complaints and claims compensation
DHLCustomer Relations Specialist
Nov. 2015 - Oct. 2016Quito, Pichincha, EcuadorTask and handle inquiries for business strategic customers assigned.
Joint sales visits participation.
Closely collaboration with Operations and other country departments for smooth handling of import and export shipments around the world.
Driving solutions of customer complaints by solving it directly or assigning tasks to other function.
Analyze reports and offer improvements for each customer, present monthly reports to customers.
Providing spot quotations, value additional services and closing contracts.
Performing up- and cross-selling (inbound calls) for existing customers and passes on leads to Sales.
Developing relationship with allocated customers.
Monitor all deliverables of Key Accounts desk to ensure arrivals and deadlines are met.
Offering process improvement ideas and support creation of new or revised SOPs as needed.
DHLExport Specialist
Nov. 2014 - Nov. 2015Quito, Pichincha, EcuadorCreates and confirms transport order to ensure pickup of the shipment at origin. Processes, handles and distributes all required documents in the shipping área. Performs booking and booking optimization according to internal guidelines as defined. Ensures customer requirements are met and takes corrective actions in case of deviations from customer requirements. Interacts with Customer Service, Product, and Global Service Centers.
Follows-up shipment status in the Export area, identifies incidents and ensures resolution of incidents.
Supports Customer Service in the incident and exception management resolution.
Maintains excellent relationships with suppliers.
DHL GLOBAL FORWARDING ECUADORPerformance Specialist
Sep. 2014 - Nov. 2014Quito, Pichincha, EcuadorEnsure key levers are identified to bridge the gap/ improve country business performance on a regular basis.
Enable any ad-hoc management reporting as needed.
Close monitoring of business performance. Ensure business model projection closely mirrors current performance and initiatives.
ExxonMobilCustomer Service Trainee
May. 2013 - Sep. 2014EcuadorInvoice processing and payment approval
Sales reporting Customer database analysis Direct relation with banks and government
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