- Dorval, Canada
- October 3, 2024
DYNAMIC & RESOURCEFUL CUSTOMER SERVICE ADMINISTRATOR
Experienced professional in the entire process since an order is received, manufactured/repaired, and shipped to customer. Knowledge of the full logistics cycle having worked for Importers, Exporters, Freight and Customs Brokers. Proven ability obtaining cooperation of internal departments that may cause roadblocks and pin-pointing the sources of conflict. Thrives adjusting working procedures and improving efficiency. Definitively an enemy of the Status Quo. Brings innovation and cutting-edge service delivery to life. Right now, I am working on getting my Project Management certification and am quite familiar with Six-Sigma principles. Core competencies include:
Advanced Excel (VLOOKUP, Macros, Pivot Tables) / Resourceful with “must happen” attitude /
Fluent in English, French and Spanish / Continuous improvement / Continuous education enthusiast /
Goal oriented; reliable and determined / Cross-functional communication, collaboration and reporting /
MAIN ACCOMPLISHMENTS:
- Started the AOG Team at CAE in 2019, simply by being the only Logistics Support Planner that would carry the AOG Phone and shipping parts to customers unable to use their simulators.
- In 2022, this AOG Team works around the clock having 1st line personnel in Montreal, Malaysia, and Amsterdam; has 2nd line and 3rd line technicians ready to assist customers in North America, Asia Pacific, Middle East and Europe.
- In only 3 years, the AOG Team developed from being an experimental project to an official department on which CAE is willing to invest in.
- Pioneered the way forward for AOG Team by negotiating working collaboration with other CAE departments like Global Sourcing, Traffic, Internal Stores, and 3rd Party Logistics Suppliers.
- Built and supervised the Export Documentation department of Velan Inc.
- Designed and implemented the filing and administration system of this department.
- Saved Velan Inc. over $500,000 dollars per year by switching from crate fumigation to implementing the Canadian Wood Packing Certification program (CWPCP).
- Conceived the production manuals and led the implementation of the CWPCP in Velan’s 5 manufacturing plants in compliance with international regulations.
- Qualified Tribal Sportswear Ltd. for CTPAT compliance.
EXPERIENCE
CAE Inc. January 2018 - November 2023
Aircraft On Ground (AOG) Coordinator (January 2020 - November 2023)
Carry an AOG phone to receive calls from customers who are unable to train pilots on their simulators due to part failures and ensure they receive immediate technical support and/or the required part exchanges within 24 hours from their first call.
- Coordinate with CAE Global Depots, CAE Stores and Global Sourcing for part availability and expedite the orders of spare parts; present quotations to customers showing a good approximation of the cost they can expect and request them a PO Not to Exceed $XX,000 dollars before shipping to them.
- Liaison with specialized freight forwarders like Sterling, Airspace Technologies, MNX and Bolloré Logistics to ensure parts are shipped with the necessary urgency required.
- Process mapping of AOG Procedures, made procedure manuals for AOG Processes, and identifying roadblock caused by other departments and working with them to resolve differences in processes.
- Training new recruits and teaching them the basics of AOG Coordinator; foster competence, morale, and retention of top talent.
- Administration After the AOG Is Resolved: Keep track of every AOG shipment made to ensure replenishment of our global depots and measure if the amount of AOG Shipments is increasing or decreasing.
- Follow up with customers to ensure the parts that are sent from our global depots are returned to CAE inventory. If defective units are not received at CAE before 46 days, the customer will be billed the full amount of the part sent in exchange; tracked dates.
- Order replacements for parts that are beyond economical repair or obsolete to clear the loans with our global depots; set up customers in system (e.g., they are missing billable account) and got creative to get the shipment moving. Post-shipment, work with aftermarket services to fix the inaccuracies caused by not having the customer properly settled at the time of the AOG. The AOG Team gets the shipment moving despite obstacles.
- Work with other CAE departments (Traffic, Global Sourcing, Aftermarket, etc.) to remove the roadblocks experienced by the AOG team during an emergency.
Logistics Support Planner (January 2018 - January 2020)
Customer Service and Repair order administration. Represent customers’ interest with repair shops, sourcing, and engineering departments. Prepare shipments of repaired and exchange parts from CAE’s premises and worldwide depots.
FLS Transportation June 2016 - January 2018
Document Coordinator
Reception and review of Bills of Lading and proof of delivery to prepare invoicing.
Maag Global Trading Inc. April 2010 - June 2016
Owner
Business development strategy, Sales and Price Negotiation with customers and suppliers; co-Founder of the “Atlatl Athletic Wear” Brand.
- Marketing Campaigns, Graphic Design and maintenance of company websites and webstores, product advertising, social media page, photographer, product design and production. Visit my ad portfolio at: https://miguelangelaguirre.crevado.com
- Legal and Financial matters of the company. Customer Service and Company’s Customs Broker.
PRIOR ROLES: Les Modes Do-Gree Ltée - Logistics Coordinator → FedEx Trade Networks (FTN) - Customs Broker → Domtar Inc. - Export, Transportation and Logistics Coordinator → Tribal Sportswear G. P - Logistics Coordinator
EDUCATION
Certificate In Corporate Communications, Cornell University, January 2024
Certificate In Financial Management, Concordia University
Bachelor of Communication Sciences (BCSc), Universidad Regiomontana