Michelle Hawthorne
MAPCARGO Global Logistics
Hawthorne
2
Languages
1
Certification
21
years of professional experience
Results-driven Operations and Logistics Manager with 20+ years of experience leading international air and ocean freight operations, sales support, import/export compliance, and transportation logistics. Proven success managing a team of 15 employees across Sales, Air Export, Ocean Export, Air Import, and Ocean Import operations while overseeing branch P&L, budgeting, cost control, and revenue growth. Expertise in freight forwarding, carrier negotiations, Incoterms, multimodal transportation, business development, and customer relationship management. Recognized for improving operational efficiency, increasing profitability, and delivering customized logistics solutions. Fluent in English and Spanish.
Work History
Operations Manager
16 Years 5 Months- Lead and manage a team of 15 employees across Sales, Air Export, Ocean Export, Air Import, and Ocean Import operations, ensuring operational excellence, regulatory compliance, and exceptional customer service.
- Direct branch P&L, budgeting, cost control, operating expenses, gross margins, profitability, and revenue growth to achieve financial objectives.
- Prepare competitive domestic and international freight quotations, support sales initiatives, and advise customers on Incoterms, pricing strategies, routing, and multimodal transportation solutions.
- Negotiate contracts and pricing with airlines, ocean carriers, trucking companies, and logistics providers to optimize costs, improve service levels, and maximize profitability.
- Develop new business opportunities and strengthen long-term relationships with customers, overseas agents, customs brokers, carriers, and global partners.
- Coordinate domestic, international, cross-trade, and triangle shipments while ensuring compliance with U.S. and international import/export regulations.
- Oversee export documentation, including Air Waybills (AWBs), Bills of Lading (B/Ls), commercial invoices, invoicing, accounts payable, operational reporting, and regulatory compliance.
- Recruit, train, mentor, and evaluate staff while implementing process improvements that improve productivity, service quality, operational efficiency, and profitability.
Air Export Agent
2 Years 11 Months- Managed end-to-end international air export shipments from booking through departure.
- Negotiated airline rates, secured cargo space, coordinated warehouse operations, prepared export documentation, and completed billing and profitability analysis.
- Communicated with overseas offices, customers, and carriers to ensure timely shipment execution and customer satisfaction.
Operations Agent
1 Year 7 Months- Coordinated international import and export cargo operations, prepared export flight manifests, released import freight, booked export cargo, and provided customer support regarding shipment status and documentation.
Education
Bachelor's Degree - Tourism
Skills
Operations Management
P&L Management
Team Leadership
Staff Development
Business Development
Sales Support
Freight Quotations
Pricing Strategy
Incoterms
Air Export
Ocean Export
Air Import
Ocean Import
International Freight Forwarding
Import & Export Compliance
Carrier Negotiations
Cross-Trade & Triangle Shipments
Customer Relationship Management
Process Improvement
DGR Compliance
TSA/IAC Security Compliance
Certification
- Dangerous Goods Regulations (DGR) Certified
- CTPAT Security Awareness
- Certified Cargo Screening Facility (CCSF)
- Indirect Air Carrier Standard Security Program (IACSSP)
LANGUAGES
English — Fluent
Spanish — Fluent
Timeline
Operations Manager
MAPCARGO Global Logistics
03.2010 - CurrentRead More
Air Export Agent
Cavalier Logistics
04.2007 - 03.2010Read More
Operations Agent
Singapore Airlines Cargo
08.2005 - 03.2007Read More
Universidad Autónoma de Nayarit
Bachelor's Degree from Tourism
Read More