Objective
A position in which my demonstrated organizational, customer service,
communication, and project/people management skills will be fully utilized.
Profile
I am a motivated, personable business professional with a successful 25-
year track record of managing projects and people. Talent for quickly
mastering new technology and processes. Diplomatic and tactful with
professionals and non-professionals at all levels. Demonstrated history of
leadership through implementation of effective and efficient processes.
Flexible and versatile - able to maintain a sense of humor under pressure.
Poised and competent with demonstrated ability to easily transcend cultural
differences. Thrive in deadline-driven environments. Excellent team-
building skills.
Skills Summary
Project Management Staff Management Workflow Analysis
KPI Management Licensed US Customs Customer Service
Written Correspondence Broker Verbal Communication
Professional Experience
MANAGEMENT: PROJECT/STAFF/PROCESS
o Development of Standard Operating Procedures for various customers
with varied needs and requirements to include providing detailed
reports and satisfaction of government regulatory requirements.
o Author professional correspondence to customers, internal & external,
and vendors.
o Conduct department meetings to ensure understanding of and compliance
with KPI and other organization standards/policies.
o Analysis of workflow processes to eliminate redundancies, as well as
to maximize quantity and quality of work output, and to optimize best
practices.
Customer Service/Marketing
o Development of existing customer base through consultation with
customers regarding additional services offered:
o Increased Customs brokerage client base from one major customer
to a spectrum of small, medium, and large customers totaling
approximately 75+ customers within five years.
o Training provided to customers:
o Developed a full presentation on NAFTA provided to a customer's
sales, customer service, and logistics staff.
o Provided detailed information to a major customer regarding the
importation of wine for personal use for one of their
executives.
Employment History
Panalpina Inc. - Charlotte, NC
Import Manager, 9/2005 to 3/2010
Nippon Express usa inc. - Charlotte, NC
Customs Brokerage Manager, 8/2000 to 9/2005
Tower group international inc. - Buffalo, NY
Account Manager, 3/1985 to 7/2000
Education
Medaille college- Buffalo, NY
Bachelor of Science Degree, Business 1988 GPA: 3.45/4.0