Jubhet Bravo Email and Phone Number

- Currently managing LAM Central Ocean team composed of 56 Members and 4 Team Leaders- Team supports end to end Shipping & Logistics Delivery across 3 LAM regions - WCSA, CAC and MX; from Export (Booking, Docs) to Import (Manifest, Import Docs) and Cargo/Vessel Readiness- Responsible for Day-to-day Process Execution, KPI & Performance Delivery, People Development & Engagement, and Stakeholder Management (Front Office (FO), OTCX/Area Managers, Senior Leaders)- KPIs include: > Net Promoter Score (NPS) > Turn Around Time (TAT) Performance > Agent View On-Time Completion % > CSAT (Case Management) > Efficiency Target- Conducted Immersion Activities and Gemba sessions with Site Central Ocean cluster to get a full grasp and understanding of the End-to-end Supply Chain and Logistics business operations (Export to Import)- Handled and processed actual Export booking requests and documentation scenarios to apply learnings and takeaways from the Gemba sessions- Created and Designed an Interactive Process Guide for the following groups: > Export Booking and Documentation teams for MED Central > Reporting Guide for SWE Control Team (UBSO, Cost Recovery, Revenue Leakages and other Miscellaneous Reports)- Assisted in conducting Time & Motion Study and AHT Review for SWE Control Team to capture the actual productivity and determine the accurate headcount of the team- Challenged the status quo and outlined recommendations/process improvements to streamline the current processes, eliminate unnecessary steps so the staff can be more efficient in completing their daily tasks- Embraced and applied the Maersk Core Values in and out of Gemba sessions, Immersion activities and Leadership Touchbase and Performance calls

- Managed an Inbound Global Consumer Wireless Telco program. Account is divided into severalCommunities called Team of Experts (TEX) composed of 60 Representatives, 7 Coaches, and 7 Leads. Main KPIsinclude:o Net Promoter Score (NPS),o 7-Day First Call Resolution (7D-FCR)o UP or Agent Satisfaction (CSAT)o Stay Connected (Delinquent Dollars Collected)o Cancellationso Credits & Adjustments (C&A)o Add-A-Line (AAL/Upsell)o Profit & Loss (P&L) – Attendance/Shrinkage/Productivity & Attrition- Main responsibilities: Oversees day to day operations to ensure the above KPIs are met on a daily/weekly/monthlybasis through aggressive rigor, consistent execution and follow through; Works closely with Site Leadership andBusiness Support Team to proactively report prevailing issues, identify specific agent behaviors to correlate with performance gaps and create feasible action plans to address these behavioral opportunities; Celebrate wins and successes through hourly/daily/monthly recognition of team members and solidify talent retention.

- Formulated region-wide goals and action plans according to the strategic directions of the company, - Planned and administered the division’s budget and financial forecasts to monitor cost and analyze variances, reviewed monthly invoices, forecasts and performance incentives for submission to Finance, - Proactively looked for ways to increase efficiency through process improvements and new ways of performing tasks, - Developed people through consistent coaching and enrollment to offsite trainings, - Coordinated and works with Support group to ensure operational needs are satisfied.

- Championed the team towards meeting and sustaining account and contractual KPIs; - Facilitated the monthly and quarterly business reviews with the client;- Coached and developed the Team Leaders and Trainer/Quality Coordinators who all report to me;- Had solid experience in Invoice preparation/submission, account budgeting/P&L and forecasting

- Supervised a back-office CONTENT MODERATION campaign team composed of 7 Team Managers, with 112 English agents and 16 Korean CSR’s. Team provided technical support through email and chat mediums plus image/group moderation work.- Developed effective and realistic action plans/initiatives to meet and sustain all contractual obligations/ account metrics, motivate people and establish a progressive and harmonious relationship with client.

- Supervised a group of Data Analysts and was appointed as POC for all reporting requirements of Regional Director's Business Unit.