Anna Lico
Blainville,QC
Summary
Passionate logistics expert recognized for understanding all carrier, brokerage and freight forwarder solutions, offering solid experience in supply chain assessments to elaborate, develop and implement impactful strategies to improve transportation flow and bring forward cost-savings when moving product. Leveraging 29+ years of industry sales experience with best-in class companies and Fortune 500 companies, collaborating with stakeholders at all levels to guide them towards seeing the big picture and optimizing all modes of transport. Skilled at inspiring teams and understanding stakeholders to get buy-in to move the needle towards the organization’s objectives while sustaining profitability, market share growth, and assuring compliance with International, Canadian, and US customs regulations. 1(
Customer Manager offering 38 -a year track record of cultivating customer loyalty and retention. Accustomed to working in fast-paced environments with decisive problem-solving skills and competency in defusing high-pressure situations. Superb analytical skills leveraged to proactively improve customer service processes and garner stellar customer feedback. Natural leader experienced in driving great team successes by coaching and motivating team members to increase financial profitability, operational efficiency and customer satisfaction. Record of performance in meeting organizational objectives. Excellent interpersonal skills, to work well with others, in both supervisory and support staff roles.
Overview
59
59
years of professional experience
Work History
TRAINING AND CLIENT CARE MANAGER
Addatech Inc.
Laval, QC
01.2020 - Current
- Managed a team of 3 team leads as well as 25 employees
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Educated and evaluated clinical and support staff regarding care quality management regulations and standards of care.
- Maintained client files with sales contracts, records of client interactions, client notes, and other information.
- Developed new employees and ongoing performance assessment of current employees.
- Organized daily workflow and assessed appropriate staffing to provide optimal service.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer requests for products, services, and company information.
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
- Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Trained new hires to perform cross-training exercises with experienced workers.
- Alternated training methods to diversify instruction, strengthen learning opportunities and enhance program success.
- Organized and edited training manuals, multimedia visual aids, and other educational materials.
- Communicated all learning and performance objectives, schedules, and training assessments to upper management.
- Analyzed effectiveness of training programs at all levels and recommended updates.
- Led daily, weekly and monthly coaching, counseling and feedback sessions.
- Reviewed and edited all training materials for accuracy and company policy compliance.
- Evaluated success of training programs and recommended improvements to upper management to enhance effectiveness.
- Trained new hires to perform cross-training exercises with experienced workers.
- Developed and implemented variety of innovative policies and strategies to promote client self-sufficiency
- Oversaw staff development through in-depth trainings, workshops, seminars and other learning opportunities
- Managed team of employees, overseeing hiring, training and professional growth of employees
Transport and Customs Auditing Consultant / Supply Chain Manager
Laumac Consulting Group
Montreal, QC
09.2016 - 12.2019
- Assisted small & medium business clients as logistics expert to optimize their operations and costs; acted as a liaison to analyze data, assess and evaluate current operations, perform billing audits, review customs documentation, meet with all their suppliers, and provide new value in proposed logistics solutions
- Supported transportation pricing negotiations, following assessment, for the implementation of strategies, services, and programs; improved transportation flow and brought forward cost savings in airfreight, ocean freight, all trucking modes (including oversize), rail, warehousing, and small parcel (FedEx, UPS, Purolator, TNT, DHL worldwide)
- Developed and maintained new operational process solutions, designing and selecting appropriate shipping methods to increase productivity and eliminate just-in-time shipping, in-line purchasing, inventory control, and delivery dates
- Tracked and adjusted new solutions by providing periodic reviews of processes and results; recommended required changes to reach project goals (mode optimization, customs brokerage, and compliance) and ensure long-term savings
- Maintained documentation of decisions and agreements, records of correspondence, and expenditures/contract negotiations with Carriers, RFP, RFQ as well as Customs Binding Ruling requests.
Global Business Development Manager
FedEx Trade Networks
Montreal, QC
04.2013 - 09.2016
- Managed ongoing profitability of 35 global accounts (21M$), including Bombardier, Air Canada, L3, and CAE
- Grew business within 12 months, notably by identifying potential for existing and new customer accounts, with a focus on incremental revenue and customer satisfaction
- Developed and implemented business development strategies for existing and prospective accounts, liaising with global clients and their decision makers in offices worldwide; drafted and applied SOPs for new client onboarding
- Elaborated cost-effective business solutions within client budgets and expense forecasts to improve mode optimization for new account acquisitions.; leveraged expertise in complete supply chain, international customs laws,
- Nafta, regulatory requirements, warehousing, oversize shipping and freight solutions (Air, Ocean, Trucking, Courier)
- Tracked performance by monitoring KPIs and holding quarterly business reviews for 35 global accounts; used data to develop new solutions in response to market and client changes, thus providing training to all internal and external customers on SOP changes and root cause analysis conclusions
- AL
Sales Manager
Milgram Inc
Montreal, QC
03.2012 - 04.2013
- Managed team of 8 sales executives and 3 inside sales representatives responsible for a total gross annual profit if 4.6M$ reviewing progress of sales roles throughout the company and leading weekly meetings
- Led sales for major accounts, including pricing negotiations and strategy consultations with the pricing department; developed specific plans to ensure revenue growth for all company products , including customs brokerage, trucking, ocean freight, air freight, rail, warehousing and consultative selling
- Secured 2 new major accounts through industry networking, Frank & Oak Ecommerce and Cameo Textiles, driving 3M$ in new revenue; reduced annual client costs by 1M$+ by dismantling their supply chain and building a new cost effective solution
- Elaborated and delivered sales coaching, programs and seminars in the areas of new account sales, liaison with top echelon decision makers and growth
- Guided customers in making trade decisions for emerging international products and vendor selection; developed sales strategies with senior management to improve market share, profitability and competitiveness in all product lines, including international trade lane opportunities
- Formulated all sales policies, practices and procedures in freight forwarding environment
- Established and tracked budgets to drive sales (15M$), collaborating with VP of International, domestic and customs departments in regards to sales promotion and trade show events.
Account Manager
DB Schenker Canada
Montreal, QC
06.2008 - 03.2012
- Managed 35 accounts in the Global Aerospace industry, developing various vertical markets with a focus on export, import and domestic products; maintained solid relationships, travelling to meet client for quarterly business reviews
- Provided solutions and cost saving measures to increase customer productivity and profits via recommendations on insurance, packaging, transport transit times, ocean & air freight, trucking, rail, warehousing and brokerage
- Worked closely with customs team, sharing in-depth knowledge through customer training on international, Canadian and US customs laws as well as regulatory requirements
- Led team preparing complex annual RFP/RFQs for large aerospace accounts, leveraging market expertise in aeroparts; defined transport solutions within time and budget restrictions, in collaboration with Schenker project managers
- Provided cost-effective solutions and 3PL structures in a volatile market, working closely with logistic managers, buyers and upper management to understand yearly budgets, track costs and provide best solutions accordingly
- Tracked KPIs and reported monthly to identify opportunities, closes and variances in shipping patterns.
Senior Account Executive
04.2005 - 06.2008
- Managed large commercial accounts and developed various vertical markets within the 15M$ Montreal territory; held responsibility of account maintenance and evaluation to determine changing needs and market variances
- Developed new business with an optic of implementation of functional switching barriers; participated in new client prospection, account penetration, negotiations, marketing and presentation of branded products and services
- Negotiated volume agreements and contracts focusing on profitability and partnerships
- Brought internal division resources together to deliver outstanding solutions and fulfil service commitments
- Earned the 2006/07 Presidents Club Sales Award, as the top 5% of the North American sales force, as well as the
- Canadian Excellence Award in 1989, 1995, 2001 and 2003 as the top 3%.
FedEx Canada Ltd
04.1988 - 06.2008
Service Solution Manager
Fedex Expess
Montreal, QC
05.1988 - 07.2009
- Managed large global accounts to assess major issues and provide root-cause analyses; designed applications and implemented service education for high revenue customers, bringing forward out of the box supply chain solutions
- Took preventative measures to ensure proper new client onboarding and integration was followed in first 90 days; created new SOPs to train internal and external stakeholders on the new account processes
- Maintained and tracked KPIs for customer accounts, analyzing trends and deviations to determine root-causes; solved complex systemic problems by dismantling processes, assessing customer data and bringing corrective measures
- Visited worldwide locations to conduct quarterly business reviews, all the while presenting relevant services to maintain and generate additional revenue streams
- Developed and maintained local and international partnerships, leveraging expertise in regulatory affairs as well as international, Canadian and US customs law to eliminate gaps through compliance training.
Education
College Degree (DEC) - Languages
Dawson College
1986
Skills
- Supply chain auditing / Consulting
- Mode optimization / Full process redesign
- International customs regulation compliance
- Customer-centric relationship building
- Solution driven / Cost efficiency
- Market share growth / sustainability
- Guiding & engaging stakeholder teams
- Portfolio / Supply chain analysis
- Level-headed stress management
- Sound judgement / Problem solving
- Strategic decision making
- KPI tracking / Result-driven tunings
- COMPUTER SKILLS
- MS Office (Word, Excel, Power Point)
- CRM Systems (Salesforce, Internal)
Timeline
TRAINING AND CLIENT CARE MANAGER
Addatech Inc.
01.2020 - Current
Transport and Customs Auditing Consultant / Supply Chain Manager
Laumac Consulting Group
09.2016 - 12.2019
Global Business Development Manager
FedEx Trade Networks
04.2013 - 09.2016
Sales Manager
Milgram Inc
03.2012 - 04.2013
Account Manager
DB Schenker Canada
06.2008 - 03.2012
Senior Account Executive
04.2005 - 06.2008
Service Solution Manager
Fedex Expess
05.1988 - 07.2009
FedEx Canada Ltd
04.1988 - 06.2008
College Degree (DEC) - Languages
Dawson College
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