Customer Service Operations Manager

LAINDER ARAUJO

Weston, FL. Cell: 954-***-****

*********@*****.***

PROFESSIONAL PROFILE

To gain a challenging position in the field of air and ocean import/export operation within a proactive and leading organization, where my extensive experience in NVOCC and Freight Forwarding functions can be developed with a strong proven ability to establish and enhance productivity. At the same time to develop initiatives to improve procedures, boost profits, foster teamwork with demonstrated ability to forge cross-functional partnerships, collaborate to build beneficial relationships towards excellence and customer service. CAREER EXPERIENCE

CARGOMAR EXPRESS, INC. - Miami, Florida, USA 2003-2021 Operations Manager - FREIGHT FORWARDER AND NVOCC

Managed new competitive business strategies to establish a reliable network in North America and globally.

● Implemented the NVOCC License and TSA Certificate to expand the business.

● Developed the business from the ground to an International company, achieving sales growth by 60% in the first year.

● Continued to increase sales by the third year, applying and executing an international business plan by reaching new markets.

● Achieved market penetration in more than 10 countries by implementing excellence in customer services.

● Identified and achieved over 30% cost reduction by optimization of processes, HR, and technology implementation.

● Developed a loyalty plan to expand partnership to air freight and ocean third parties, building trust and customers positive relationship.

● Negotiated contracts with vendors, providers and shipping companies, increasing productivity by 40%.

● Extensive knowledge of measures, weights, container capacities, pallets dimensions and analyzed data, ensuring cost optimization.

● Helped when necessaire loading and unloading full containers.

● Inspected facility to assure safety and operation policies where doing properly.

● Developed and excecated process improvement to achieved operational effectiveness

● Prepared and communicated weekly pre-plan itineraries to sales team; collaborated with recruiting, hiring, training, and provided continuous development of best-in-class ocean and air import/export talent, assuring evolution of the company.

● Achieved operational efficiency by monitoring and planning work results.

● Improved customer satisfaction and reduced the number of customer complaints.

● Track orders, documentation and distribution to provide customer with an efficient and professional service

● Reduced 30% timelines by prioritizing and supervising day to day operations, in order to satisfy all client needs.

● Supervised import and export shipments, including documentations when receiving, loading and dispatching the cargo.

EDUCATION

● Bachelor’s Degree in Administration – Instituto Tecnologico Jesus Enrique Lozada, Maracaibo – Venezuela – 1990

SKILLS

● Productivity Tools: Magaya (Logistics Software & Supply Chain Management Solutions), Microsoft Word, Power Point, Zoom, Skype

● Digital Space: Twitter, Facebook, Pinterest, Instagram, YouTube, LinkedIn

● Languages: English Intermediate & Spanish Native Language

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