Lovely Michelle Alcala

I supervise the day-to-day operation of a team of 25 staff for eight Australian-Based Logistics and Customs Brokerage Companies . I also ensure that Service Level Agreements (SLAs) and Key Performance Metrics are met on a daily basis. I support and develop staff to improve efficiency and performance of the team. I am also able to analyze agents’ performance and develop action plan, key projects, and initiative to bridge gaps. I serve as a mentor and coach to the reps on the floor and act as the first point of escalation for client-specific issues . I motivate and coach team members on effective use of process and procedures . I conduct weekly and monthly evaluation of assigned data entry specialist. I maintain coaching logs and audits for documentation and reporting. I am also able to drive and track process parameters critical to quality and process. I attend regular meetings with the Management Team and clients. I submit weekly and monthly report to the client and Operations Manager . I disseminate client-specific information in a timely manner. I provide clarifications and guidelines to enhance the agents’ understanding and competence relative to client-specific information and processes. I am able to address agents’ needs and concerns, performance and motivation issues and conflicts
Interact with external clients and the Management, in the absence of the Operations Manager. I also conduct performance evaluations for team members.