Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
Generic

Victor Lindo Ugalde

Fort Mill

Summary

Dedicated and technically skilled business professional with a versatile administrative support skill set developed through experience as a customer service manager and project developer for the customer services, accounts receivable and process improvement areas mainly. Exceed in resolving employer challenges with innovative solutions, systems and process improvements proven to increase efficiency, customer satisfaction and the bottom line. Experienced in staff development and retention for large groups and mainly in a Shared Center environment. +25 years of experience of working in leader and managerial positions and focus in the following areas: transitions, process creation and implementations, adapting to change and development staff and process quality within different service units, among others. Offers advanced computer skills in MS Office Suite and Tableau.

Overview

19
19
years of professional experience

Work History

Sea Logistics Drayage Solutions Systems & Processes Manager

Kuehne + Nagel
07.2022 - Current
  • Advisory resource to the VP of Sea Logistics Drayage Solutions by effectively identifying issues, analyzing the facts around them, creating and designing a solution to be implemented and hand over to the OCC & CCL
  • In an effort to bring continued improvement and efficiencies into the business unit
  • As well as actively participate and assist in regional or global mandated projects which are directly effecting Sea Logistics staff as the national lead
  • Results and achievements:
  • Build and create a KPIs Structure for all Operational Drayage team (Operationally, Commercially and financially)
  • Creation of an outsource OPS support team in Mexico which reported to US Drayage Headquarters
  • Truckers data quality efficiency percentage increased
  • Scheduled consistent reviews with Motor Carriers with low performance and review areas of improvement (Weekly/Monthly)
  • Build communication channels between operations and US branches by organizing meetings between teams

Seafreight Manager

Kuehne + Nagel
02.2019 - 06.2022
  • Manager of the IMP and EXP Seafreight teams in Memphis, TN
  • Able to maintain current customers and also onboard new accounts with a good revenue which increased GP through last three years
  • Able to maintain key KPIs for the organization such as QT and deferral percentages within parameter required by company
  • I have been able to transition the ops team to different team per process established by the company which have made the MEM team being ahead of the migration not just committing with timelines but also ensuring that the transition is done properly
  • Teams under this item are SeaRay (IMP and EXP), FIN team, Cebu SSC and Costa Rica SSC
  • Results and achievements:
  • Structure teams accordingly (IMP and EXP)
  • Deferral reduction
  • QT accuracy percentage increased
  • New accounts onboarding
  • Successfully transition and coordinate SeaRay Migration to IMP and EXP
  • GP increase in the last 3 years
  • Overcome market challenges in unprecedented times

Seafreight Manager

Kuehne + Nagel
08.2016 - 01.2019
  • In charge of the operations and projects directly related with the logistics processes for whole America's region
  • Managing of 4 supervisors which are in charge of a group of team leaders and specialized agents, the whole Seafreight group comes up to 145 agents divided in 13 different teams which provide diverse services for different countries and regions within America
  • Results and achievements:
  • Turnover percentage reduction within second half of 2017 and 2018
  • Creation of the standardized and structured KPI which at the moment were used to maximization of resources within the department
  • Management team development
  • Development of the training team for the SSC with a solid and integrated structure

Training and Process Improvement Manager

APL Global Shared Service Center
01.2016 - 07.2016
  • Responsible to manage departmental trainers, coordinate strategy, plan, and implement standardized Certification Training Program in the GSSC Costa Rica for the new hires and the existing staff
  • Ensuring delivery of service quality in meeting the SLA and the Centre objectives
  • This will include supporting center wide Service Excellence initiatives by providing management development training, soft skills and customer service training
  • Accounts Receivable Manager (2012 to 2014)
  • Responsible for the Accounts Receivable department divided in 4 different sub departments with different areas of focus within the finance sector
  • Ensuring that the department SLA's are achieved
  • Also in responsible for maximizing resources internally while looking for new processes that enhance the productivity of the team
  • Results and achievements:
  • Reduce turnover of the department to the lowest percentage within the center
  • Improve by a 100% communication with the sales force in United States where the communications channels were broken
  • Incorporate established process in key areas of the department
  • Such as refund process, invoice updates among others
  • Creation of a guidance to the supervisor team which will lead them to company goals
  • (Establish project plan)

Customer Service Manager

APL Global Shared Service Center
01.2006 - 12.2012
  • Mainly in charge of the customer service department divided in 7 different sub departments with different areas of responsibility
  • Ensuring that the department goals are achieved always ensuring to keep high motivation with the departments and ensuring a high quality in the service provided
  • Also in charge of maximizing resources internally always looking for process improvements (project management) not just in my areas but also within all related with the center
  • Results and achievements:
  • Transition for different customer service and operation departments to APL Costa Rica Shared Service Center
  • Achieved the stability of the teams that already were located in Costa Rica
  • Saved $40,000.00 a year by looking for alternatives of an internal system
  • Creation of metrics for departments that did not have SLA's when transition to Costa Rica was made
  • Decreased department turn over
  • Creation of the charity program for the Costa Rica center and a Social Responsibility team within the center that can look for areas of assist our community (2006)
  • Work in motivational programs within the center and for the center working together with Human Resources

Education

Master Degree - International Trade Management

National University of Costa Rica
01.2016

Bachelor Degree - Customs Administration/Logistics

Braulio Carrillo University
01.2008

Academic English Diploma -

01.2009

Skills

  • Office Management
  • Teambuilding & Supervision
  • Staff Development & Training
  • Policies & Procedures Manuals
  • Dynamic
  • Excel
  • Power Point
  • Word
  • Expertise
  • Staff Motivation
  • Shared Center experience
  • Presentation Skills
  • Communication Skills
  • Report & Document Preparation
  • Spreadsheet & Database Creation
  • Accounts Payable/Receivable
  • Expense Reduction
  • Process innovation
  • Project Management
  • Leadership
  • Basic Access knowledge
  • Records Management
  • Meeting & Event Planning
  • Inventory Management
  • Negotiation
  • Analytical Thinking
  • Supply Chain Experience
  • Adaptability
  • Tableau Designer
  • Data Entry
  • Leadership

Languages

English
Bilingual or Proficient (C2)
Spanish
Bilingual or Proficient (C2)

Timeline

Sea Logistics Drayage Solutions Systems & Processes Manager

Kuehne + Nagel
07.2022 - Current

Seafreight Manager

Kuehne + Nagel
02.2019 - 06.2022

Seafreight Manager

Kuehne + Nagel
08.2016 - 01.2019

Training and Process Improvement Manager

APL Global Shared Service Center
01.2016 - 07.2016

Customer Service Manager

APL Global Shared Service Center
01.2006 - 12.2012

Master Degree - International Trade Management

National University of Costa Rica

Bachelor Degree - Customs Administration/Logistics

Braulio Carrillo University

Academic English Diploma -

Victor Lindo Ugalde