Quito, Pichincha, Ecuador
Expirienced professional with more than 20 years in Corporate Directions, Logistics Management, Freight forwarding, Warehousing, Customer Relationship and Supply Chains. Passionate for customer service and business development related activities. High perfomance oriented, process management, solid knowledgment on international traffic activities & Carrier management. Enjoy improvement projects development within Lean/ Six Sigma basis. Positive attitude and passionate teamworking to achieve excellent results. Main skills: - Corporate management - Active Leadership - Effective communications - Analytical and problem solving - Conflicts resolution - Process & goals Oriented, logical thinker - Customers focused to gain/gain solutions. - Solid international traffic and operational transportation knowledgement.
-As member of senior management , in charge to provide Customer Service solutions for key business decisions to improving customers expiriences. -Lead main growth strategies to achive churn reduction, files increasing for import/export. - Plays a key role between customers, Commercial Mgmt, Product and Operations in ensuring smooth customer-related process flow and increasing customer retention -Claims & Complaints Management. -Lead International Traffic activities for core products (Air / Ocean shipment ) from all around network with national coverage attending speed solutions on escalations. -Lead and develop the entire Customer Service organization with national coverage - Implements Customized programs to deliver superior service experience and customer satisfaction. - Net Promoter Approach Program Leadership. - Drives achievement of Customer Service KPIs -Design and deliver customers supply chain solutions. -Focused on execute win/win strategies based on Venezuelans imports/export customs rules to ensure clear import/export logistics process with no loss for any company. - Manages costs/budget and headcount. - Monitoring 3rd party service suppliers for inhouses. .
-Manages and drives performance of Team Leaders and Specialists -Lead and Manages international traffic activities (Air/Ocean) with national coverage for the whole DHL VE customers portfolio. -Design preventive and corrective actions for recurrent deviations on cargo supply chain/transportation process. -As escalation point for external and internal customers, lead the experience working as team with other functions to apply the best solutions to customers based on Customs Laws regulations. -Liaises with other functions to ensure smooth customer-related process flow -Implements customers programs as provided by the Head of Operations -Drives achievement of KPIs down to team level -Acts as coach for CS Team Leaders and Specialists -Identifies training needs and opportunities to develop a highly skilled CS team
- Manages and steers the Customer Managment Programs (CPM Product) teams for the country. - P&L management - Lead and Drives Business Development for CPM in alignment with the Sales organization. - Integrates value add services into overall country - Informs and seeks to replicate successful business ideas from other countries