CATALINA ROMERO
Mississauga,Ontario
Summary
Customer centric oriented Account Manager, Qualified in data management, with an extensive expertise in Ocean Freight operations, while bringing growth to the organization by applying social and interpersonal skills, working together with colleagues and superiors to build strong collaborative teams.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations Account Manager
HILLEBRAND-GORI (a Company of DHL)
03.2023 - Current
- Lead and manage the Operations & Customer Service team to provide great customer service to our Canada Liquor Boards customers ( SAQ, LCBO, MBLL & ALB).
- Conducted regular team members performance evaluations, identifying areas for improvement and developing action plans.
- Managed a team of CSR's providing guidance and support for their professional growth.
- Monitor data integrity and quality provided to customers
- Implemented data-driven decision-making processes, resulting in better-informed strategic planning.
- Analyzed client feedback received from quarterly business review with the aim to improve customer satisfaction.
- Assisted in budget planning process.
- Developed strong relationships with key clients, leading to improved customer loyalty and long-term partnerships.
- Resolved customer issues promptly, maintaining a high level of client satisfaction through effective communication and problem-solving skills.
- Reviewed financial reports regularly to track performance, making adjustments as necessary to optimize Gross Profit.
Ocean Import Specialty Team Leader
DHL GLOBAL FORWARDING (YYZ Branch)
12.2020 - 02.2023
- Lead and manage the team to focus to provide great Customer Service to our Liquor customers
- Maximized employee engagement levels through initiatives such as recognition programs that celebrated outstanding performance or contributions towards team objectives.
- Promote teamwork spirit with effective communication; Training, coaching and development of employees
- Developed a high-performing team by setting clear expectations, fostering open communication, and providing consistent support.
- Monitor data integrity and quality provided to customers.
- Ensure ocean freight operation is accordance to corporate standard procedure and guideline
- Streamlined operations for increased efficiency by identifying areas of improvement and introducing new processes.
Ocean Import Agent
BOLLORE LOGISTICS (YYZ Branch)
03.2020 - 11.2020
- Co-ordinate & monitor the transportation and movement of goods for ocean FCL and LCL and as well as provide customer service.
Ocean Import specialist
DHL GLOBAL FORWARDING (YUL Branch)
11.2019 - 02.2020
- Act as key contact for allocated customers
- Complete coordination of ocean import shipments Ensuring that services commitments are achieved and maintained in accordance with client requirements and company objectives with the goal of maximizing profitability for the company
- Develop relationships with customers, take and register client's complaints, coordinating the importation of cargo.
Air and Ocean Import Representative
JAS WORLDWIDE
03.2018 - 10.2018
- Co-ordinate & monitor the transportation and movement of goods for ocean FCL and LCL and Airfreight type of shipment as well as provide Customer Service.
Customer Service Representative Ocean Import
KUEHNE & NAGEL INTERNATIONAL
03.2007 - 12.2017
- Provide first level, front line communication to VIP clients to meet customer service requirements
- Communicate in a proactive, prompt and professional manner
- Pursue continuous improvement opportunities
- Liaise with the sales team in order to understand customers' needs and expectations, support the SOP creation, and update the BP (business profile)
- Maintain frequent contact and visit customers, participate in customer's meetings and Quarterly Business Review
- Work closely with the pricing team to ensure quotations are available for customers
- Co-ordinate & monitor the transportation and movement of goods for FCL and LCL type of shipment
- Follow operations policies, procedures and standards, and ensure compliance with CIFFA regulations
- Arrange for transport/shipping documentation and oversee the scheduling and dispatching of goods and monitoring movement of goods; arrange for insurance coverage for cargo
- Monitor holds or discrepancies in the movement of goods
- Review selling and buying rates to maximize profit and keep costs under control
- Provide support to the finance team when questions arise related to GP purposes
- Arrange for bookings as per customer's requests and deadlines
- Investigate and resolve customer's concerns in a timely manner.
Education
Certified Forwarding Manager -
DHL Certified International Forwarder
10.2023
DEC in Sciences Humaines -
Evaluation Comparative Des Études Effectuées Hors Du Québec
Montreal, Quebec01.2011
Bachelor of Arts - Economics
Universidad De La Salle
Bogota, Colombia12.2003
Skills
- 17 years of combined experience in Import Ocean freight Operations, Customer Service and account management Work effectively with Customer Service, Sales, Pricing and Finance departments to maximize / increase GP margins within the organization
- Recognized for the ability to adapt, enthusiasm, creative and innovative spirit and collaborative skills
- Proven diplomatic and interpersonal communication skills, able to communicate in Spanish, English and French
- Managed to keep the team focused and accountable for maintaining the KPI's aligned with the company's objective
- Organizational Skills
- Team building
- Extensive experience in training for the development and growth of the employee as well as to achieve the objectives of the team
- Key Account Management
Certification
- Training and Facilitation Excellence, OTEC (training solutions) for Kuehne & Nagel, Mississauga, Ontario, 2017
- Advanced Certificate in International Freight Forwarding, Logistics Materials and Supply Chain Management, CIFFA, Montreal, Quebec, 2013-2014
Languages
ENGLISH
Native or Bilingual
SPANISH
Native or Bilingual
FRENCH
Full Professional
Volunteer Experience
Maria Luisa de Moreno International Foundation Canada, Fundraising and education (Volunteer), Montreal, Quebec, 03/2009, Present, Collaborated with project managers to develop detailed planning, schedule of activities and budgets required. Coordination of activities to raise funds to benefit the community., Language teaching.
References
Upon Request
Timeline
Operations Account Manager
HILLEBRAND-GORI (a Company of DHL)
03.2023 - Current
Ocean Import Specialty Team Leader
DHL GLOBAL FORWARDING (YYZ Branch)
12.2020 - 02.2023
Ocean Import Agent
BOLLORE LOGISTICS (YYZ Branch)
03.2020 - 11.2020
Ocean Import specialist
DHL GLOBAL FORWARDING (YUL Branch)
11.2019 - 02.2020
Air and Ocean Import Representative
JAS WORLDWIDE
03.2018 - 10.2018
Customer Service Representative Ocean Import
KUEHNE & NAGEL INTERNATIONAL
03.2007 - 12.2017
Certified Forwarding Manager -
DHL Certified International Forwarder
DEC in Sciences Humaines -
Evaluation Comparative Des Études Effectuées Hors Du Québec
Bachelor of Arts - Economics
Universidad De La Salle
- Training and Facilitation Excellence, OTEC (training solutions) for Kuehne & Nagel, Mississauga, Ontario, 2017
- Advanced Certificate in International Freight Forwarding, Logistics Materials and Supply Chain Management, CIFFA, Montreal, Quebec, 2013-2014
Similar Profiles
Yesenia Granados PerezYesenia Granados Perez
Operations Agent at Hillebrand Gori México A DHL CompanyOperations Agent at Hillebrand Gori México A DHL Company
FAIZAL AHMEDSHAHFAIZAL AHMEDSHAH
Operations Controller at Hillebrand Gori Middle East LLC - Company Of DHLOperations Controller at Hillebrand Gori Middle East LLC - Company Of DHL
Dustin CurryDustin Curry
Export Team Leader at HILLEBRAND GORIExport Team Leader at HILLEBRAND GORI