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Customer Service Manager

Dunedin, Florida, United States
January 31, 2018

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Dunedin, FL

Cellular: (786) ***-**** / Email:


Senior business professional with proven records of strong bottom line results and sustainable competitive advantage through expert skills in global customer service, logistics, and customs compliance. Established success in Global Markets such as Europe, Canada, Asia Pacific, Latin American, Middle East and U.S. Combined expertise in domestic and global compliance with regulatory governmental agencies. Demonstrated ability to provide strategic hands-on solutions for numerous industries and implement best practices across disparate companies. An assertive and enthusiastic leader with a reputation for influencing high performing teams to achieve results, implement strategy, and deliver customer service excellence in fulfillment of corporate objectives.


Customer Service, Logistics, Trade Compliance

Leadership, Collaboration, Alignment, Engagement

Risk and Compliance Management

Revenue Generation and Innovation

Complex Fact-Based Contract Negotiations

Carrier/Supplier Base Management, Development, Performance, and Collaborations

Financial Analysis, Management, and Reporting

Talent Development and Management

Bank Letter of Credit



Customer Care and International Logistics Manager 2015 – Present

Manage the International Customer Care department ensuring quality customer service with daily monitoring order accuracy, customer feedback, and on-time deliveries of documents for customers and banks.

Manage transportation budget of $2.90M.

Achieve over $400K annual savings year over year by benchmarking strategic carriers, freight forwarders, and customs brokers and effectively negotiating contracts and by utilizing intermodal shipments through Canada for product shipping to Europe.

Consolidate LTL cargo and domestic and international orders to maximize container capacity, resulting in annual savings of ~$1.2M

Created a paperless environment to reduced overhead cost by 25% in the Customer Care Department with the implementation of new modules on SAP (ERP system) to electronically storage documentation needed for auditing and customs purpose. Customers experienced zero impact during start-up.

Supervise staff via process improvements, training on proper work procedure and timelines. Providing effective guidance to monitor progress, detect problems and implement improvements to achieve staff performance & development, while maintaining the motivation level of the team to work towards organizational goals.

Monitor discounts and promotions with the correspondent approval processes.

Process Free Sales Certificates, Import Permits and Legalization of documents through the Chamber of Commerce.

Ensure compliance with USA Customs and Border protection, FDA, Hazardous Material, and other regulatory and government agencies.

Maintain FDA product registration for imported products & returns and ensure product inspections and testing compliance with SGS for export purpose.

Work closely with legal department to ensure compliance with USA and International Laws.

Verify and ensure SOP and record keeping for auditing purposes.

Manage Bank Letter of Credits and authorize payments of invoices.

Generate management reports that contain financial data and other critical information to the business unit, such as Order Status, Back Orders, and Loss of Sale reports.


Logistics Analyst 2013 – 2014

Worked closely with Compliance Officer and Legal Counsel to ensure activities within Supply Chain met existing compliance and regulatory requirements

Accountable for export documentation compliance for products regulated by U.S. FDA.

Ensured that Radioactive Material Sources Licenses and End User Statements were in compliance with FDA.

Completed resolution of most complex issues related to product serialization and updates.

Worked with Factory and Product / Marketing groups to resolve complex configurations and technical changes.

Evaluated and monitored profitability for sales orders in backlog.

Acted as the primary expert contact for the customer sales support process related to factory tours, product demonstrations or presentations, new product training, trade shows, field sales support, and pricing issues.

Supported cross-organizational collaboration with Marketing, Product Management, Manufacturing and Finance while encouraging positive process improvements to integrate business processes between multiple locations.


International Logistics Manager 2008 – 2013

Managed the company’s $2.47M domestic and global freight budget.

Saved $270K by weekly consolidating LTL cargo and small domestic and international orders, and by loading FCL cargo without pallets (floor loading) to maximize container capacity and by utilizing intermodal shipments through Canada and the West Coast.

Responsible for FSIS Library Daily Reviews for compliance with Country requirements.

Ensured USDA daily product inspection and approval.

Maintained and updated establishment registration per country.

Responsible for timely processing import permits through FDA for finish products.

Managed and processed electronic approvals and import permit returns from foreign countries.

Responsible for submitting export documents to obtain U.S. Custom, FDA, USDA and CBP clearance.

Managed the Pharmaceutical Line for compliance and Export to third party customers.

Applied United States Customs regulations and tariffs for custom clearance. Implemented an automated broker interface attaining 100% accuracy on electronic processing.

Directed the FDP implementation Program

Lead and implemented CTPAT Program, Auditing and Validation process.

Assisted with the Hazard Analysis and Critical Control Points (HACCP) Program inspection standards, records and timely submission to Federal Government Agencies.

Approved orders for Exports and review product’s current regulatory and marketing status, labels and packaging material.

Provided guidance to cross-functional international teams for coordinating product moving around the world regarding regulatory programs and requirements.

Ensured that product labeling comply with FSIS Export Library (Country requirements) and foreign languages.

Ensured compliance with regulatory authority, policies and procedures with high integrity and ethical approach to managing returns, non-compliance issues, customer’s complaints and claims to meet expectations of both internal and external customers.

Provided strategic leadership by supervising & training employees for best performance to ensure goals and objectives were met.


Purchasing Manager 2006 - 2008


Logistic and Traffic Manager 2004 – 2005


International Distribution Manager and Purchasing 2000 – 2003


Trade Finance Officer 1997 - 2000


Florida International University, Miami, Florida - Master of Business Administration (MBA) Executive Program / GPA: 3.7/ 4

The University of Tampa, Tampa, Florida - Bachelor of Science in Management / GPA: 3.4/4

Barry University, Miami Shores, Florida - Coursework towards a Bachelor of Science in Management / GPA: 3.75/4


Marked proficiency with SAP, Trims, MAS99-MAS 200, JDE and MS Office

CTPAT Certified, Export and Import Certified

Languages: Written and oral fluency in English and Spanish

Citizenship: U.S. Citizen, available for Travel: 100%

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