Brion Ostrander Email & Phone Number

Wilmington, North Carolina, United States

Providing solutions for North-South markets and Carriers through the Port of Wilmington, Morehead City and the QCE (Queen City Express).

Charlotte Metro

As a result of my former employer's recent restructuring, I am currently seeking new opportunities within all things logistics.

Charlotte, North Carolina Area

Managed a virtual staff of 105 professionals within Charlotte and Houston Customer Resource Centers for Non-Vessel Operating Common Carrier, Commodities, Refrigerated Cargo, and backline functions for export process and operations. Implement improvements to customer experience, employee engagement, productivity, and bottom line results using PEX tools, and Cross functionality with Sales, Trade, and Operations.• Increased customer satisfaction (NPS) from -47 to 2 and repeat business through relentless pursuit of problem resolution arising from supply chain distress, protecting company reputation, and loyal client base.• Developed Lean Operating System of standard operating procedures and document workflows for current and future process steps.• Increased Employee Engagement from 3.5 to 4.41 in one year.• Implemented and expanded Connected Customer Experience (CCX) by reshoring tasks requiring customer follow up and daily updates leading to a higher customer satisfaction.

Charlotte, North Carolina Area

Managed a virtual staff of 95 professionals within operating budget for the Charlotte and Houston Customer Export Resource Centers implementing improvements to customer experience, employee engagement, productivity, and bottom line results using PEX ideology, and Cross functionality with Sales, Trade, and Operations.• Streamlined process issues to encourage smoother procedures, more efficient workflow, and business growth.• Developed desks for unique business needs such as exports of used automobiles, global consolidated cargo, and cruise ship provisions.• Produced customer shipment requirements that improved customer satisfaction resulting in both increased cost and service efficiencies.• Ensured compliance with safety and hazardous material handling, storage regulatory requirements, and internal procedures affecting business operations.• Streamlined 127 tasks related to Global Service Center, freeing up front line for proactive cargo management.

Charlotte, North Carolina Area

Rapidly promoted to oversee route management and profitability for the Transpacific, Westmed, Medgulf, East Coast South America, with added oversight on Pacific, Mediterranean, and West Africa.• Improved and accelerated demand planning process, resulting in financial savings and optimization of network utilization.• Introduced demand curves to analyze booking flows versus actuals (downfall) to improve utilization and profitability which became a best practice still in use day. • Orchestrated long-range plans to develop Pacific Trade (APAC), restoring profitability

Charlotte, North Carolina Area

Worked with the Director of Export Customer Service to ensure agreed KPI’s for the team are met and/or exceeded. In the absence of the Director, the Deputy is responsible for the team and their results.• Contributed to special projects including LEAPS and Greenbelts. Responsible for review of the export process and identify opportunities for improvement which positively impact customer satisfaction, employee engagement, productivity, and Maersk Line’s bottom line using PEX tools and Cross Functionality.• Generated Pilots, System Testing, Goal Setting, Record Keeping, Customer Service, Computer Operation, Customer Satisfaction Follow-up.• Selected to receive intensified Yield Leap and Equipment Leap training to become the subject matter expert, and then successfully implemented it throughout North America – aimed at prioritization on vessel space as well as equipment for global standard practice.

Charlotte, North Carolina Area

Supervised staff responsible for export customer service booking including managing inbound and outbound “1-800” call volumes for export booking and general customer inquiries regarding product offerings and services. Operated with high integrity, built trust, and earned sustained credibility with internal and external clientele.• Managed relationships with 40+ Export booking agents for Maersk Inc organization. • In conjunction with internal business units, successfully managed export cargo movement for East and Central region partners and grow mutual business interests.• Supervision of employees and company processes, record keeping, customer service, computer operation, teaching/coaching employees.• Promoted to open new Charlotte CRC and successfully merged two offices into this new facility.

Charleston, South Carolina Area

Managed export documentation for key clients including receiving inbound and outbound “1-800” calls for customer transportation inquiries.• Managed relationships with 20 local export champion accounts. • Completed export documentation in compliance of USCG, USCBP, and IMO regulations.• Local Superuser for SAP, including training and roll out

Teacher of Business