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Work Background
DHL Global ForwardingBusiness Development Specialist
Dec. 2023Toronto, Ontario, Canada · Hybrid
DHL Global ForwardingSales Operations, CRM, Training Specialist
Aug. 2021 - Dec. 2023Mississauga, Ontario, Canada · Hybrid• Drove a boost in sales conversion rates as Lead Qualifier through strategic prospect analysis and targeted communication.
• Collaborated with Field Sales and Account managers in end-to-end sales cycle by accelerating customer onboarding processes and promoting an increase closing sales rates.
• Delivered CRM training to 100+ personnel across US and Canada, achieving a 95% successful user onboarding rate.
• Automated report generation process, reducing time spent producing and analyzing daily/weekly KPIs by 40%.
• Led a team of 10 people for the CRM project for implementation and deployment in Canada; migrated over 1 million records of customer data into Salesforce with over 90% data accuracy.
DHL Global ForwardingKey Account Operations Specialist
Mar. 2019 - Aug. 2021Toronto, Ontario, Canada• Managed profit/loss of organization, maximizing profit per shipment and lessening cost.
• Restructured logistics operations for key accounts, improving customer service ratings by 30%, reducing completion time of process by 15%, enhancing performance efficacy by 25%, and delivering bills/reports to clients on time.
• Built strategic relationships with logistic partners and strengthened effectiveness since onboarding, raising overall satisfaction scores by 25%.
• Responsible for maximize customer relationship, and Increased customer service quality. • Managing great customer relationship secured major global customer contract renewal by building departmental processes/performance metrics.
Rodair International Ltd.Key Account Operations Coordinator
Jul. 2018 - Mar. 2019Toronto, Ontario, Canada• Enabled hyper-care operations for Canadian key accounts, improving customer satisfaction by 24% YoY.
• Streamlined supply chain processes for contractors by 70% by strengthening process of orchestrated freight/warehouse transitions between US and Canada.
• Drove cost savings from improved inventory management by enabling cross-functional communication with multiple departments.
ENCUBATEImmigration Legal Assistant
May. 2017 - May. 2018Toronto, Canada Area• Conducted 250+ one-on-one interviews, determining customer profiles and compiling results into modified reports for targeted immigration plans.
• Coordinated 30+ seminars and fairs to present detailed immigration content in a public forum, recording 90% of attendees' interest in pursuing legal solutions.
• Provided legal guidance to 250 families, involving family members overseas, achieving a 95% visa filing rate.
Vmlog International LogisticsOcean Import Specialist
May. 2011 - Nov. 2016Balneário Cambriu - SC / Brazil• Managed KPIs with 95% accuracy rate in accordance with allocated timelines, obtaining 15% faster order fulfillment.
• Cooperated with finance, sales, and legal teams to attain profitability goals and exceed sales to 87% on files.
• Managed 10+ overseas partners, registering 100+ shipments per month and attaining cost reduction on logistics operations.
• Collaborated with cross-functional teams to streamlined supply chain processes, identify customer needs and prioritize areas for process improvement, resulting in cost savings, and profit optimization.
• Responsible for maximize customer relationship, and Increased customer service quality.
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