Support pricing for my assigned trade lanes. USA to the Far East, USA to the Middle East, USA to Africa and Indian Sub-continent into and out of the USA.Procure ocean pricing for global tenders and large global opportunities.Liase with business development team to secure additional ocean volumes.Maintain relationships with the Ocean Carriers to ensure quick responses to pricing requests and prompt filing of negotiated rates.Act as a point of escalation when there are pricing issues with the ocean carriers.

• Worked closely with country leadership team, establishing and maintaining KPIs for North American colleagues. Designed results to be measureable, keeping each team member accountable for performance. • Partnered with senior leaders to develop and drive commercial and brand strategies, resulting in increased market share and profitability for organization.• Utilized Lean and Kaizen methodology, eliminating waste, improving processes, and increasing efficiency within commercial operations and sales teams.• Collaborated to create and implement customer on-boarding program. On track to be globalized throughout organization by end of 2014.• Drove initiatives, resulting in consistent record of improved customer satisfaction scores and highest-ever Net Promoter Score rating in 2013, considered global standard measuring likelihood of recommending brand to friends or colleagues.• Resolved customer service issues and complaints by working through issues with colleagues, getting to appropriate response or escalating until problem was resolved.• Provided support and guidance to team during organizational changes, contributing to increased morale, smoother transitions, and understanding of new responsibilities and structure.• Mentored team, better positioning staff to assist customers and contributing to well-rounded skills, resulting in promotion of 5 employees.• Ensured team understood and adhered to regulatory and governmental requirements by conducting training and 1-on-1 coaching. Ran reports, ensuring compliance with requirements.• Partnered with sales, ensuring teams delivered consistent product to customers, which was confirmed through results from quarterly surveys.• Addressed customer concerns through joint conference calls and sales calls by collaborating with sales team.

• Collaborated with senior management, determining training needs and creating training program, maximizing overall customer service experience.• Certified Six Sigma Greenbelt after leading greenbelt team focused on reducing avoidable expenditures.• Reduced exposure to fines and penalties for non-compliance by conducting training and rolling out policies making colleagues aware of compliance and trade policies.• Sought continuous improvement by reviewing processes not flowing properly, ensuring maximum efficiencies were gained. Achieved by team member reviews, large cross-functional groups, and personal assessment.• Tested and rolled out IT provided solutions and enhancements, resulting in global system for customer service.• Reduced waste and provided improved product to customer by contributing to 3 completed green belt initiatives focused on process improvement and overall cost savings.• Prevented unnecessary exposure to fines or claims by working with corporate and local legal entities, ensuring processes were in line with local and corporate guidelines.

• Facilitated smooth transition by designing and implementing various training programs for company integration and new system development, resulting from company purchasing 2 competitors and hiring and retaining numerous employees related to reorganization.• Conducted training and development for 1,000+ employees throughout North America and Central America.• Recognized for excellence in Global Customer Service Systems implementation and integration training after corporate acquisitions of Sealand Shipping and P & O Nedlloyd.• Negotiated with US Customs, drastically reducing company fines for average annual savings of $1M.• Facilitated meetings for export groups throughout North America, providing updates to information regarding operations.• Participated in Lean Six Sigma process providing different approach for looking at processes. Conducted small controlled tests to see if change enacted was positive and if stable, could be rolled out to other processes. Resulted in support of certification process.• Conducted process reviews and adjusted / created standard operating procedures, resulting in changes to local and global procedures, reducing man hours, and providing IT solutions to better identify areas of concern.• Collaborated with claims / regulatory group, ensuring processes were in compliance, preventing company exposure to potential claims.• Supported end users and acted as subject matter expert for process reviews with internal and external parties, ensuring that business impact was minimized.• Acted as subject matter expert for process reviews with internal and external parties, allowing for proper input from business when exploring technical solutions and new system development.