Carla Baez

• Championed best practices and knowledge-sharing within the department, promoting a culture of continuous improvement and professional growth.
• Accountable for end-to-end execution operations across all vessel calls—including loading, discharge, transshipment, and value-added services.
• Champion process standardization and automation initiatives to enhance operational efficiency and elevate the customer experience.
• Oversee critical aspects of port call execution, including cargo cut-offs, special handling requirements, and exception management, in close collaboration with the Ocean Fulfillment team.
• Lead the response to vessel and cargo emergencies, coordinating swiftly with cross-functional teams and external stakeholders to ensure resolution and continuity.
• Identify and implement operational saving projects, working closely with Finance and Procurement teams.

Achievement

• 1st region to reach 100% adoption of the new Load and Discharge list. Achieving a productivity of 6 FTEs
• USD250K saved in renomination charges, by enhancing our communication process with the terminal, and following the cost rejection process.

Responsibilities:

• Lead the Area Continuous Improvement team
• Active role in the Customer Experience and Service leadership team
• Defined and deliver projects for the Area Customer Experience & Service function
• Develop change management strategies to ensure successful implementation and adoption
• Coach Area Leadership Team on Continuous Improvement sustainability and lean behaviors, while driving process standardization across the area customer service function
• Work closely with the Global Service Center (India and Philippines) and Liner Operation Cluster (Panama) to improve processes that directly impact the customer's experience
• Actively drive e-commerce for the area, by cascading new enhancement, gathering feedback and ensuring adoption
• Responsible of the productivity and quality of interaction with customer service measurements

Achievements:

Successfully implemented more than 100+ projects and process improvements within the area, which allowed changes in the way the different teams across the area worked by reducing manual tasks and shifting the focus to a commercial and proactive approach.

This has generated efficiencies of more than 7 FTEs (equivalent to an annual saving of +USD300K). Reduced dependency of external vendors, resulting in contracts reviewed and rates negotiations generating a saving of +USD70K

Responsibilities:

• Responsible of building a new team of 13 people, responsible of all customer email queries and cases
• Create and execute new strategies and action plans, focused on enhancing customers experience
• Work closely with the Global Service Center and Liner Operation Cluster to improve processes that directly impact the customer's experience
• Actively participate in developing the cluster's commercial strategy
• Responsible to drive action plans based on customers feedback (CSATs and NPS) to improve results
• Maintain a dynamic and scalable customer service organization by managing resources effectively
• Cultivate customer relationships by actively listening to the voice of the customers
• Focused on enhancing the quality and timely interactions with the customers
• Constantly look for areas of improvement, to ensure processes are updated and followed properly
• Regular feedback and coaching sessions with the team members

Achievement:

Established a new service approach, by analyzing customer feedback and internal processes, to identify the areas of improvement and build a team of SMEs. This allowed to create a new categorization of service requests and expected response time, as a result the Net Promoter Score for the area improved from +19 to +40 (1st place in the region).

Responsibilities:

• Work closely with the Global Service Center and Liner Operation Cluster to improve processes that directly impact the customer's experience
• Work closely with the Area Customer Service Manager to identify areas of improvement and set project plans.
• Take an active role in designing plans for achieving area performance and objectives
• Ensure decision making is based on robust data and is underpinned by logical assumptions.
• Provide meaningful and relevant reports to decision makers.
• Enable, challenge and influence decision makers by driving all performance management discussions.

Achievements:

Delivered a full reviewed of the customer segmentation, based on volume, revenue and service request data, which allowed a complete turnaround of key performance metrics (Case Response time from 80% to 89% before 4 hours) and a redesign of the team customer wallet.

Responsibilities:

• Take an active role in designing plans for improving cluster performance and objectives.
• Work with the Cluster Leadership Team and in particular with the Trade Managers to proactively improve performance and create alignment between the overall strategy set by headquarters and Cluster execution.
• Act as a facilitator to analyze and challenge performance, ensure shortfalls in performance and opportunities for high performance are uncovered and that robust benefit tracking is in place.
• Ensure decision making is based on robust data and is underpinned by logical assumptions.
• Provide meaningful and relevant reports to decision makers.
• Enable, challenge and influence decision makers by driving all performance management discussions.
• Demurrage and Detention regional anchor

Achievements:

Provided end to end visibility of all Demurrage and Detention waiver requests, which allowed to identify and improve key areas of revenue leakage due to internal errors and/or commercial contracts. This generated an improvement in our invoicing and collection process of +USD500K, this was also regional best practice implemented across LAM.