Responsible and focused to provide export and final delivery. Customer care to accounts as Fontibre, Adir, SYRSA; creation of SOP´s, Onboardings, follow up to suppliers. Work with pricing and sales to get quotes into Magaya systems.

Responsible and focused to provide export, import, air, inland, warehouse, custom broker and insurance services.

Responsible and focused to provide export and inland rates, participated in tenders. Planning in space of Mexico ships to central America, Sud America and Asia with efficiency of 96%. Handling with Asia and customers the Mexico claims.

Responsible and focused to provide a structure to the area, introduce the use to the E-tools

Customer Service Manager Dec 2012 - Sep 2016Responsible and focus in local champions, reefer cargo and essential customers. Meeting established call center objectives and KPIs including volume and customer satisfaction survey (NPS). Working with other areas to increase quality of service. With a team of up to 10 employees in my charge and reporting directly to the regional customer service director. Achievements:• Monitoring and guiding the Customer Service team to reach our KPI numbers in 98% accessibility for Mexico for two years, thus achieving for the second year in a row as a global cluster of the year.• Developed in conjunction with sales, intermodal and Trade & Marketing an action plan for all areas in the introduction of refrigerated cargo, increasing the volume in 2015 and 2016 by 40%.• I implemented the Training Plan of the CS team in Mexico, obtaining the certification in Care Program, being the first company to have it.• Developed the strategy of positioning the company's web site with the Care and Essential team in Mexico, increasing the number of customers using the tool for requesting and tracking E2E shipments.• I defined improvements in the area's processes at the regional level for the Philippines, working with Honduras, Nicaragua, El Salvador, Guatemala and Mexico, ensuring compliance with the guidelines at the global level

Responsible for the training of CS processes and their measurements and the Import process of transactional operations to the Philippines.Achievements: • I participated in the Import Process, centralizing transactional operations in the standard import process of Central America (El Salvador, Nicaragua, Guatemala Honduras and Mexico), successfully performing our Service Center at Philippines. Mexico was a pilot about this process global change.• Trained the offices of Maersk in France and Brussels for the migration of these countries into import transactional tasks.

Responsible for supervising the coordinators of the customer service area. Reporting at management level and Central America the results of the handling of documentation and customer service by country.Support with ISO 9000 certification. Coordination of the transition of the documentation process to San José, Costa Rica. Attendance and review for payment to suppliersAchievements:• Participated in the improvement of the processes of the area, to obtain ISO 9000 certification.• Developed the SOP Policy Manuals and Procedures for the documentation center with the activities that were migrated, as well as assisting them for a period of time in San Jose to ensure compliance with the requirements of the country. • Implemented the Work Plan to introduce the use of electronic tools aimed at customers, generating a reduction in mail and costs.

Participate and operate in Integral Logistics (customs agent, intermodal - truck, rail) .Management in import, export, transit, transshipment. Coordination of handling of documents used in foreign trade (invoices, certificates of origin, special merchandise declaration, oversized, Dangerous) .Coordination of the supply chain of refrigerated loads.Achievements:• I defined the communication strategy for the transmission of customs in new services to our customers, including the USA and Canada, based on the documentation and physical requirements• Super User of the GCSS System for Mexico and Panama.

Elaboration of export analysis, coordination of the export logistics of the following countries: Argentina, Uruguay and Chile. Evaluation of new routes for export. New initiatives for new businesses and emergencies. Supplier development and training of new team members.Achievements:• I controlled and improved the logistics for exports to the countries of South America through our plants and production areas• Implemented improvements in the relationship with suppliers to ensure the level of service.