Renata Baptista Email and Phone Number

• Managed Overall Customer Service tasks ensuring adequate level of resources to deliver Customer requirements at excellence level.• Established proper Documentation process permitting smooth and prompt response between stakeholders.• To set and monitored integrated Customer Service & Commercial performance ensuring achievement of the same• With Country Sales Team Leaders and under agreement of Cluster Sales Management produced the Country Sales Strategy and Budget/Targets as well as E- Commerce strategy.• Supported the General Manager on commercial and strategy issues.

• Responsible to set commercial offices in Guarulhos, Limeira, Rio Claro and Criciúma cities and also an operational office in Santos• Total control of commercial activities and strategies to achieve the expected volume per office and loading port• Customer Service focal point for all Brazilian offices• Responsible for the Implementation of company´s new system to improve controls of all the operations and support for commercial activities.

Trade Lane Management / Pricing - Trade Lane Management between East Coast of South America, South Africa and Asia .- Pricing in accordance with the market tendency to achieve the expected volume and profit.- Allocation Control following the sazonality and profitability and also to achieve the match back of empties equipmentsComercial :- Marketing Intelligence following the competitors actions and changes in the market in order to take the correct measure in time to avoid losses.- Monitoring the sales team and commercial policy of acting in accordance with the needs of the carrier.- Statistics Analysis to keep the current business of each customer and also to increase new business.- Focal Point for dispute between the pricing and commercial offices .- Success in maintaining and increasing market share of the company for the past consecutive years, despite the 2008 crisis.- Budget preparation and maintenance of all commercial offices- Commercial Reports regarding the achievement and goals for each period.Customer Service:- Staff responsible for customer service on all commercial offices along the Brazilian coast.- Setting and monitoring of KPIs of customer satisfaction for continuous improvement.- Focal Point to identify needs and solutions to customers.- Commitment punctuality and efficiency in our customers' questions.