Department: Customer Care | DocumentationReporting to: National Documentation ManagerAccountabilities:- Manager's support for Customer Experience (Documentation) team, with a total of 15 employees;- Direct leader of 8 people located in 3 offices (Santos, Recife e Manaus);- Responsible for delivery of results and department performance, granting that documentation is issued with accuracy, respecting Legal deadlines;- Understand the flow among departments, design process improvement projects, attending constant meetings for KPI results/updates of implemented projects;- People development, talent retention, regular individual feedbacks (1:1);- Manage team productivity, worlkload division analysis, redesigning department structure if needed;- KPI analysis, performance management, presentations to Directors and Executive Board;- Coordinate, with Project Team (BPM), effective actions to grant success of the initiatives.Results/Achievements:- Improvement and automation of controls and reports, with constant positive and significant evolution of overall performance;- Decentralization of decision making, sharing knowledge and good practices among team members;- Communication improvement between branches, team unification, removing geographic and cultural barriers;- Professional guidance of 2 employees, helping them to take other desired positions inside the company;- Development and internalization of 3 third-part employees;- Considerable increase on team engagement;- Identification and development of a person for succession plan (pipeline).

Department: Marketing & Commercial Dept. | Container Shipping DivisionReporting to: Container Business General ManagerAccountabilities:- South America Performance, total of 9 Countries, moving more than 200k containers/year;- Market Analysis;- Pricing activities;- Commercial Support on Negotiations;- Management of Global Customers portfolio;- BID's analysis, pricing and Negotiations;- Responsible for Reefer freetime approvals;- Regular Reports to Organization.Results/Achievements:- Created new controls to optimize results and to facilitate daily routine;- Support to Senior Pricing Coordinator on daily tasks;- Improved communication among departments;- Took on previous tasks and added new ones;- Constant increase of loaded volumes, overcoming the forecasts.

Department: Marketing and Sales DivisionReporting to: Sales General ManagerAccountabilities:- Management of Customers portfolio;- Maintenance of existing customers and prospection of new customers;- Commercial support and related Sales tasks;- Contracts Negotiations;- Voice of Customer inside the organization;- Responsible for Freight and freetimes registering an follow up on volumes;- BID's analysis and participation;- Customer Service duties.Results/Achievements:- Created new controls to optimize results and to facilitate daily routine;- Improved communication among departments;- Have been recognized by customers as a big part of communication improvement with the Company;- Development of a new Intra-Americas service;- Received a Job Offer to join Holding Team at Regional Office due to good performance.

Department: Marketing and Sales DivisionReporting to: Sales General ManagerAccountabilities:- Management of Customers portfolio;- Maintenance of existing customers and prospection of new customers;- Commercial support and related Sales tasks;- Contracts Negotiations;- Voice of Customer inside the organization;- Responsible for Freight and freetimes registering an follow up on volumes;- BID's analysis and participation;- Customer Service duties.Results/Achievements:- Created new controls to optimize results and to facilitate daily routine;- Improved communication among departments;- Have been recognized by customers as a big part of communication improvement with the Company;- Was promoted for Seniority and excellent work.

Department: Customer Experience & ServiceReporting to: East Coast South America General ManagerAccountabilities:- First point of contact of Customer with the Company;- Onboarding new customers, presenting services offered;- Accountable for some of the most complex an biggest customers portfolio;- Customer Experience and Customer Success;- Commercial support on After-Sales;- Perform Inside Sales by identifying new business opportunities;- Documentation and consultancy support;- Being the Voice of Customer inside the organization;- Participating on projects, leading meetings, providing solutions;- Managing several regular reports and graphs;- Constant and close contact with other departments to grant smooth operations.Results/Achievements:- Became the full responsible for Northeast Fruit Season, by controling all points, leading weekly meetings, annual (or semiannual) visits to Customers to explain what's new, etc. A very hard work which resulted on breaking Volume records for 4 years in a row;- Have prevented operational constrains by following up cargoes status and granting loadings/transhipments, which significantly reduced Claims cases year by year;- Increased volumes and revenue from Juice customers portfolio;- High level of satisfaction recognized by all Customer, especially from Protein Customers, which was strongly considered for Volumes increases;- Certified by CAREPRO, a internal course about Customer Service Excellence;- Participated on SalesForce implementation.

Department: Customer Resources CenterReporting to: National Documentation ManagerAccountabilities:- Direct responsible for development and results of 1 Trainee + 1 Analyst + 5 Assistants;- Government Systems accuracy and deadlines accomplishment;- Customs Manifest and Shipping Documentation;- Contact with Government Agencies (DMM, Antaq, Suframa, Port Authorities, etc);- Payment of related charges for vessels operations and cargo release;- Support on late arrivals requests, and berthing changes decisions;- Reimbursement processes;- Manager's backup.Results/Achievements:- Facilitated communication among departments;- Have improved controls to optimize results and to facilitate daily routine;- Kept no delays on deadlines and never received any fines received from Government;- Started receiving Reimbursement from Government, which resulted on the first positive balance of Company's history;- Received an offer for Coordinator position.

Department: Customer Resources CenterReporting to: National Documentation ManagerAccountabilities:- Direct responsible for 1 Trainee development and results;- Government Systems accuracy and deadlines accomplishment;- Customs Manifest and Shipping Documentation;- Contact with Government Agencies (DMM, Antaq, Suframa, Port Authorities, etc);- Payment of related charges for vessels operations and cargo release;- Support on late arrivals requests, and berthing changes decisions;- Reimbursement processes;- Manager's backup.Results/Achievements:- Created new controls to optimize results and to facilitate daily routine;- Have reduced to Zero the amount of fines received from Government;- Have put the 5 year late Reimbursement processes on time in less than 1 year;- Was put on Coordinator role pipeline.

Department: OperationsReporting to: Sales and Office Manager (Co-Owner)Accountabilities:- Supply Chain control and support;- International and Local Logistics operations;- Shipping Documentation, and Government Systems;- Customer Service duties.Results/Achievements:- Created new controls to optimize results and to facilitate daily routine;- Became the First point of contact for Customers and service providers;- Was promoted for Seniority and excellent work.

Department: Export ExchangeReporting to: Team LeaderAccountabilities:- Exp/Imp Exchange operations;- Documentation for Banks, Ocean and Air transport, to all Origins and Destinations;- Finance control and payment orders to shipping agencies;- Customer Service duties.Results/Achievements:- Accountable for some of the most complex an biggest customers portfolio;- Leader of workload team's ranking, and multitasking handling;- Creating control files and sharing best practices;- System's super user, created several new documents templates;- Selected to handle new customers.

Department: Export ExchangeReporting to: Team LeaderAccountabilities:- Exp/Imp Exchange operations;- Documentation for Banks, Ocean and Air transport, to all Origins and Destinations;- Finance control and payment orders to shipping agencies;- Customer Service duties.Results/Achievements:- Fast Learning and whole business understanding, recognized by colleagues, leaders, and customers;- Accountable for some of the most complex an biggest customers portfolio;- Leader of workload team's ranking, and multitasking handling;- Was promoted/effectivated after internship period.