Microsoft Office
DAIRUBIS NELSON
Bachelor's Degree In Customs Administration And Foreign Trade.
San Jose
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
19
19
years of professional experience
2
2
Languages
Work History
Customer Care Support Manager
CMA CGM Costa Rica
11.2022 - Current
- Reduced customer complaints by implementing proactive troubleshooting strategies and preventive measures.
- Managed daily operations to ensure smooth functioning of the Customer Care department.
- Enhanced customer satisfaction by effectively resolving escalations and addressing concerns.
- Created detailed reports on team performance, identifying areas of strength as well as opportunities for improvement.
Booking Desk Supervisor
CMA CGM Costa Rica
02.2020 - 11.2022
- Oversee and coordinate booking operations to ensure efficient and accurate handling of cargo and requirements according to every destination
- Lead the booking team to meet deadlines and uphold quality standards.
- Monitor bookings management, ensuring proper allocation and documentation.
- Collaborate with other departments to address booking-related issues and ensure smooth service delivery.
- Monitor key performance indicators (KPIs) and develop strategies to optimize operational efficiency.
Detention and Demurrage Supervisor
CMA CGM Costa Rica
08.2018 - 02.2020
- Monitor the invoicing of Demurrage and Detention within the established timeframe.
- Manage constant audits of invoicing carried out by other countries.
- Organize trainings and resolve complex cases related to billing.
- Promote continuous communication with other counterpart departments.
Import Desk Agent
CMA CGM Costa Rica
07.2017 - 08.2018
- Carry out documentation tasks related to imports to Costa Rica.
- Generate invoices for charges based on customer instructions.
- Solve request through email communication from customers and CMA agents around the world.
Booking Desk Agent
CMA CGM Costa Rica
09.2016 - 07.2017
- Process Booking requests via system
- Provide assistance to customers with need to submit a request
- Identify improvement areas of the process
- Follow the duly process in order to get the booking confirmed within the specific timeframe
Customer Service
EPA Hardware Store
06.2005 - 09.2010
- Provide technical advise to customer related to products and services offered at the Hardware Store.
- Provided outstanding customer service.
- Evaluated customer service standards, policies and procedures to verify customer service goal achievement.
- Developed a deep understanding of customer service principles and customer service best practices.
Education
Bachelor Degree Customs Administration and Foreign Trade -
Costa Rica University
High School Degree - undefined
Limon, Day School
Skills
Performance Management
Problem-Solving
Employee Development
Client Retention
Teamwork and Collaboration
Customer Service
Work Planning and Prioritization
Quality controls
Decisive Decision-Making
References
- Vanessa Alfaro, 8329 7583
- Silvia Morales Hernandez, 8341 2378
Software
Power BI
Salesforce
Timeline
Customer Care Support Manager
CMA CGM Costa Rica
11.2022 - Current
Booking Desk Supervisor
CMA CGM Costa Rica
02.2020 - 11.2022
Detention and Demurrage Supervisor
CMA CGM Costa Rica
08.2018 - 02.2020
Import Desk Agent
CMA CGM Costa Rica
07.2017 - 08.2018
Booking Desk Agent
CMA CGM Costa Rica
09.2016 - 07.2017
Customer Service
EPA Hardware Store
06.2005 - 09.2010
Bachelor Degree Customs Administration and Foreign Trade -
Costa Rica University
High School Degree - undefined
Limon, Day School