Carlos Trottman
Industrial Engineer
Toronto,ON
Summary
- Highly driven professional successful at implementing strategic approaches to drive profitability and sales. Recognized for performance excellence in operations and customer care. Successful at motivating, training and developing team members to drive profitability in a highly competitive environment.
- Customer-oriented professional with 25 years of experience focused on increasing production and minimizing downtime. Adaptive and deadline-oriented with capacity to execute and complete multiple projects in high-stress environments. Meticulous leader and strategic planner with comprehensive managerial acumen.
- Service-oriented Team Player focused on delivering exceptional customer experiences to drive consistent revenue growth. Coordinates resources to meet expected business and customer demands. Sales expert, organized decision-maker and strategic planner with top-notch interpersonal and communication skills.
- Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes office management, accounting, accounts receivable, invoicing, dispatching, database management, vendor negotiations and contract management. Recognized for exemplary customer service and team collaboration.
Overview
25
25
years of professional experience
8
8
years of post-secondary education
Work History
Customer Service Representative
Manulife
Toronto, Ontario
01.2024 - 01.2025
- Responded to customer requests for products, services, and company information.
- Sought ways to improve processes and services provided.
- Created and maintained detailed database to develop promotional sales.
- Educated customers about billing, payment processing and support policies and procedures.
General Manager of Operations
The Spanish Centre for Language and Culture
Toronto, ON
01.2012 - 11.2023
- Trained employees on duties, policies and procedures.
- Recruited, interviewed and hired qualified staff for open positions.
- Created schedules and monitored payroll to remain within budget.
- Supervised employees through planning, assignments and direction.
- Tracked monthly sales to generate reports for business development planning.
- Conducted employee evaluations to provide adequate feedback and recognize quality performance.
- Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
- Enhanced operational performance by developing effective business strategies, systems and procedures.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Monitored progress by establishing plans, budgets and measuring results.
- Implemented campaigns and promotions to help with developing goods and services.
Property Manager
MTS Panama
Panama, Panama
01.2008 - 12.2011
- Inspected properties regularly to identify deficiencies and schedule repairs.
- Collected monthly assessments, rental fees, deposits and payments.
- Handled resident complaints and expedited maintenance requests.
- Met with prospective tenants to show property and assess applications or sign leases.
- Completed lease applications and verifications, notifying prospects of results.
- Developed and maintained strong working relationships with owners and tenants to minimize hassle for both parties.
- Exercised direct supervision over property staff.
- Solicited and analyzed bids for repairs, renovation and general maintenance.
- Worked with on-site and remote service providers to support tenants requesting accommodations.
- Drafted and monitored budgets for overall maintenance and operations.
Passenger Service Supervisor
Copa Airlines
Panama , Panama
01.2004 - 12.2007
- Recruited, trained and guided team members to offer every passenger top-notch service and support.
- Oversaw employee work schedules and delegated daily assignments.
- Greeted passengers and provided boarding instructions.
- Worked with personnel in gate area by verifying passenger documents before boarding aircraft.
- Assisted special needs passengers and unaccompanied minors, driving seamless airport experience.
- Assisted passengers with reservations, ticketing and adjustments to itinerary.
- Boarded passengers, closed aircraft doors and pulled jet bridge to prepare for departure.
- Coordinated with internal resources to process passenger information and dispatch flights on time.
Human Resources Specialist
SITEL Panama
Panama, Panama
01.2000 - 12.2003
- Maintained human resources records by processing applications and resumes.
- Conducted background checks and orientation, coordinating new employee onboarding process.
- Identified opportunities to improve HR programs and proposed solutions to increase efficiencies.
- Assisted with recruitment initiatives by interviewing and talent sourcing.
- Analyzed job descriptions and determined recruitment plan, timeline and advertising efforts to fill positions.
- Developed incentives to drive employee retention and improve work culture.
- Participated in educational opportunities and read technical publications, updating job knowledge.
- Liaised with management to distribute training and promotional opportunity resources to employees.
- Developed recruitment updates to review trends, competitive intelligence and talent demographics.
- Consulted with internal clients to evaluate labor trends and competitor talent insights for pointed candidate selection.
Education
Bachelor of Science - Industrial Engineering
Universidad Santa Maria La Antigua
Panama City, Panama 01.1990 - 12.1994
MBA - Business Administration Management
Universidad Latinoamericana De Ciencias Y Tecnolog
Panama City, Panama 01.1995 - 12.1997
Skills
- Staff Training, Management and Development
- PC Competent
- Project Management
- Strategic Planning
- Operations Management
- Recruitment
- Financial Administration
- Bilingual (English and Spanish)
- Very detail oriented
- Team player
Timeline
Customer Service Representative
Manulife
01.2024 - 01.2025
General Manager of Operations
The Spanish Centre for Language and Culture
01.2012 - 11.2023
Property Manager
MTS Panama
01.2008 - 12.2011
Passenger Service Supervisor
Copa Airlines
01.2004 - 12.2007
Human Resources Specialist
SITEL Panama
01.2000 - 12.2003
MBA - Business Administration Management
Universidad Latinoamericana De Ciencias Y Tecnolog
01.1995 - 12.1997
Bachelor of Science - Industrial Engineering
Universidad Santa Maria La Antigua
01.1990 - 12.1994
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