Summary
Overview
Work History
Education
Certification
Skills
Websites
Accomplishments
Languages
Work Availability
Work Preference
Interests
Timeline
Generic

RICARDO GRANT

Senior Account Manager / Project Manager
Panama City

Summary

Detailed Senior Account Manager offering experience in delivering client-focused solutions and successfully managing multiple projects. Excellent critical thinking, problem-solving and communication skills. Resourceful Account Manager with excellent client oversight, issue resolution, and relationship-building expertise. Maximized repeat business opportunities and utilized proven prospecting techniques to expand client base. High-level sales cycle knowledge and strong collaborative skills leading to optimum outcomes. Talented Account Manager proficient in customer relations, sales and strategic planning. Demonstrates track record of success in highly competitive market setting. High-level sales knowledge and excellent communications skills enable goal attainment.

Overview

17
17
years of professional experience
6
6
Certificates

Work History

Technical Support Specialist

SOTI
Remote
07.2022 - Current
  • Collaborate with cross-functional teams to tailor solutions that meet unique client needs, ensuring customer satisfaction and loyalty
  • Provide exceptional technical support to standard, Premium, and enterprise customers, ensuring prompt issue resolution
  • Quickly grasp the intricacies of SOTI's products, enabling efficient troubleshooting and problem-solving
  • Actively contribute to internal projects, leveraging expertise to enhance company initiatives
  • Collaborate with cross-functional teams, including development, sales, and quality assurance, for seamless integration and deployment
  • Exceed customer satisfaction targets by employing effective communication and customer-centric problem-solving
  • Maintain accurate documentation of customer interactions, resolutions, and troubleshooting steps.
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Provided remote support for a wide range of software and hardware issues, maintaining strong customer relationships.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction.
  • Self-motivated, with a strong sense of personal responsibility.
  • Excellent communication skills, both verbal and written.

Vessel Operations Coordinator

SSA Marine MIT
05.2017 - 06.2022
  • Managed all aspects of vessel coordination, from pre-arrival preparations to post-departure followups.
  • Ensured timely deliveries for clients through meticulous planning and monitoring of cargo movements.
  • Optimized vessel loading by carefully planning stowage and coordinating with terminal operations teams.
  • Working together with the ships line and vessel coordinators (like Maersk, NYK, MOL, Seaboard, Cosco Shipping, Etc.), to coordinate the discharge and loading of the containers
  • Receive and send baplies
  • Maintained strong relationships with key stakeholders, including ship owners, agents, and terminal operators.
  • Worked closely with customs officials to facilitate smooth clearance of imported/exported goods while adhering to regulatory requirements.
  • Established positive working relationships with local authorities at various ports ensuring smooth coordination between all parties involved.
  • Monitored compliance with international maritime regulations, ensuring all vessels under management met required standards at all times.
  • Developed comprehensive reports on vessel performance, identifying areas for improvement and recommending solutions.
  • Increased customer satisfaction levels by promptly addressing inquiries and providing accurate information regarding cargo status.
  • Trained new team members on company policies and procedures related to vessel coordination.
  • Reduced delays in vessel operations by effectively managing port arrivals and departures.
  • Implemented safety protocols for staff working on vessels, reducing incidents during loading/unloading operations significantly.
  • Coordinated the handling of special cargo to ensure safe transportation without compromising quality or timelines.
  • Conducted regular reviews of internal processes to identify areas for improvement in both efficiency and costeffectiveness.

Port Operations Coordinator

Norton Lilly S.A.
07.2016 - 06.2017
  • Attending Cruiser ships, owners and charters, vessels at the terminals (Manzanillo, PPC, COASSA, Las Minas)
  • Maintained up-to-date knowledge of maritime regulations, sharing relevant information with team members to ensure compliance across all functions.
  • Delivered timely updates on port conditions to relevant parties using a variety of communication channels, including emails, phone calls, and reports.
  • Streamlined vessel documentation processes for prompt clearance and minimized port stay durations.
  • Coordinate for bunkers (overdrafts, transit prospect, booking and more)
  • Working with Panama Canal system for daily transit of vessels
  • Crew Change (embark, disembark, taking them to the hotel, doctor, etc.)
  • Provided comprehensive logistical support to vessels during their port stay, ensuring seamless operations.
  • Developed standard operating procedures for boarding activities, setting clear expectations and guidelines for the team''s performance.
  • Implemented effective record-keeping systems for maintaining accurate track of all boarding activities and related documentation.
  • Enhanced boarding operations by establishing efficient communication channels with shipmasters and agents.

Regional Sales Manager

Wireless Traders Panama
06.2012 - 05.2017
  • Wholesales management and monitoring the sales of brands such as Philips, Sony, Samsung, Microsoft (XBOX360), Nikon, etc
  • Check the merchandise that enters our warehouse in Panama
  • Open and close the business
  • Oversee shipments made in Panama
  • Ensure the current relationship with customers and suppliers
  • Find new customers and suppliers to create a new customer portfolio.
  • Established trust-based relationships with customers that led to long-term partnerships and repeat business opportunities.
  • Negotiated contracts to secure advantageous terms and conditions for clients.
  • Maintained a strong knowledge of industry trends, competitor offerings, and market demands to inform sales strategies.
  • Delivered consistent revenue growth by exceeding sales targets on a quarterly basis.
  • Provided ongoing support to clients, addressing concerns and resolving issues promptly.

Port Operations Team Leader

C.Fernie
12.2013 - 04.2016
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Led cross-functional teams to execute projects on time, within budget, and with high-quality outcomes.

Call center Agent

kohls.com
07.2013 - 11.2013
  • Customer services & sales.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Maintained accurate records of customer interactions, documenting details for future reference and quality assurance purposes.
  • Demonstrated empathy and understanding when dealing with difficult situations, ultimately diffusing tension while finding satisfactory resolutions.

Technical Support Specialist / Account Executive

Dell S.A.
05.2007 - 06.2012
  • As Support Specialist: Provided business system, hardware and software support
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Identified the needs of users and monitoring user access
  • Assured the hardware, software and network are working perfectly
  • Provided IT support to non-technical personnel
  • Consulted user support guides, technical manuals and other documents to research and implement solutions
  • Installed OS, modified and repaired hardware and resolved technical issues
  • Environment: MS Office Suite, Windows OS, Windows Server, SQL, Kaspersky Security, McAfee, Team Viewer, Ubuntu & Linux
  • As Sales Specialist: Cold calls to create pipeline and research the BP
  • Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
  • Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
  • Established long-lasting relationships with key decision-makers within client organizations, solidifying the company''s reputation as a trusted partner in their respective industries.
  • Maintained up-to-date knowledge on product offerings, ensuring accurate representation during sales pitches or negotiations with clients.
  • Worked directly with Marketing department to create promos for products like printers, laptops, desktops, monitors, software, third parties, enterprise (servers, switches, backup, etc.) Technology savvy to clear any customer's doubt.
  • Delivered informative presentations to potential clients, showcasing the unique value of products or services offered.
  • Negotiated contracts successfully, securing favorable terms for both the company and clients.
  • Conducted regular check-ins with existing clients to assess their needs and identify upselling opportunities.
  • Developed a solid pipeline of prospects through diligent research and targeted outreach efforts.
  • Streamlined account management processes for increased efficiency and improved client retention rates.

Education

TESOL Certification -

International Open Academy
08.2021 - 05.2021

Associate of Arts - Google Project Management

Google

Bachelor of Technology in Industrial Chemistry

University Of Panama
Panama

Bachelor of Banking And Finance

Interamerican University Of Panama
Panama

Certification

TESOL - International Open Academy

Skills

Sales Growth & Development: Expert in identifying opportunities for upselling and cross-selling, driving revenue growth

Accomplishments

  • Successfully managed and grew a diverse customer portfolio, achieving a significant increase in sales revenue.
  • Played a key role in the integration of new systems at SSA Marine MIT, improving operational efficiency and performance.
  • Consistently recognized for exceptional customer service and problem-solving skills at PCCW and Norton Lilly International.
  • Developed and implemented a comprehensive sales strategy at Wireless Traders Panama, leading to substantial business growth.

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimeContract Work

Work Location

Remote

Important To Me

Work-life balancePaid time offCompany CulturePersonal development programsHealthcare benefitsPaid sick leaveCareer advancementStock Options / Equity / Profit SharingTeam Building / Company RetreatsWork from home optionFlexible work hours

Interests

Senior Account Manager

Sales

Customer Support

Project Management

Timeline

Technical Support Specialist

SOTI
07.2022 - Current

TESOL Certification -

International Open Academy
08.2021 - 05.2021

Vessel Operations Coordinator

SSA Marine MIT
05.2017 - 06.2022

Port Operations Coordinator

Norton Lilly S.A.
07.2016 - 06.2017

Port Operations Team Leader

C.Fernie
12.2013 - 04.2016

Call center Agent

kohls.com
07.2013 - 11.2013

Regional Sales Manager

Wireless Traders Panama
06.2012 - 05.2017

Technical Support Specialist / Account Executive

Dell S.A.
05.2007 - 06.2012

Associate of Arts - Google Project Management

Google

Bachelor of Technology in Industrial Chemistry

University Of Panama

Bachelor of Banking And Finance

Interamerican University Of Panama

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RICARDO GRANTSenior Account Manager / Project Manager