Responsible for managing the Customer Service and Operations teams;Update and alignment of the Customer Service SOP's;Follow up along with the team of their daily routines, instructing them to optimize performance assuring a high level of customer satisfaction;Feedback meetings with the team (1 on 1);Workload monitoring to avoid overworking in the team;Weekly and monthly report to the manager on team's performance;Performance meetings with International partners;Close work with the Trade Lane team to optimize routes and course of action (if needed);Meetings with the Sales Team for internal alignments (procedures, strategies) and checking our satisfaction level;Meetings with direct customers to guarantee their demands are being properly attended;Mapping of internal processes along with the Quality department to qualify for OEA and LGPD implementation.

Responsible for the Operations and Customer Service team (Brazil);Responsible for the creation of the Customer Service department (Ocean) in Santos and all its procedures and SOP's;Responsible for the LCL Ocean Operations;Training and development of the Operations and Customer Service team;Feedback for both teams;Meetings with the customers and Sales Team to align their expectations and verify the service level, or new customer implementation;Continuous alignment with the Sales Team for improvements in internal and external processes;Working along with the Trade Lane team for routing analysis;Responsible for working with the LATAM IT development team for system improvements.

Responsible for the LCL Ocean Operations;SOP creation for the OPS Team so everyone can work in a standard way;KPI maintance to guarantee all the activities are within the SLA, avoiding extra costs and fines;Responsible for the continuous improvements by mapping internal processes;Partnership management (International Agents, National Agents, warehouses, truck companies);Reporting monthly results to the Corporate;Support to the Customer Service team on problem solving;Conflict management (internal and external).

* Responsible for all Air and Ocean operations in Brazil;* Responsible for all SOA analysis along with Accounting team;* Responsible for Siscoserv process maintenance;* Responsible for continuous internal improvement along with I.T. department, focused on productivity and customer satisfaction;* Support to Pricing and Sales teams in order to identify potential customers and routes to improve our business;* Support to all internal customer service teams;* Close leadership to both São Paulo and Santos teams;* Preparation and maintenance of KPI's (Internal and Customers);* Management of all internal working instructions and SOP's in the department;* Management of Agents in Brazil.

* Handling all import air shipments and working with Airfreight Management to develop the airfreight within the company;* Responsible for the automatization of the whole Air Import process, providing our customers a fast response and information. That milestone later served as a basis to the improvement of the Ocean Import process;* Creation of all Air Import SOPs and procedures;* Daily follow up to customers;* Supporting our other offices in airfreight matters and our CSR teams; Later on in 2016 with a new company structure that united both air and ocean teams, I was challenged to develop solutions for the newly created "Transportation Team" in SP and Santos, while still supporting our other offices in Brazil, working with them to create SOPs and procedures for everything so our company would be ready for the OEA.We also started the Siscoserv Project to catch up on shipments and documents registration from 2013 up to 2016, while keeping the nowadays shipments registered on time. The Project was a success after 7 months of hard work.

Responsible for the freight forwarder team leadership in SP office (4 people), plus still handling the shipments coordination.

Air and Ocean shipments coordination of key accounts from the purchase order until its arrival in destination, including invoicing and demurrage (for ocean shipments, if it occurs).

Responsible for handling import air and ocean shipments, providing our customers daily follow up and satisfaction. Supporting Commercial team to identify opportunities and keep them up to date on customers' news. Also working with the Overseas Management to provide feedback about our Global Agents and sales leads.

Promoted from Intern to Customer Service, working in SP office handling import and export (air and ocean) shipments. Focal point of some VIP Accounts.

Intern responsible for the administrative part of Santos office, working closely with the Operations Coordinatior. Later on, supporting the import and export ocean shipments and helping the demurrage team in SP.