Summary
Overview
Work History
Education
Skills
Certification
Internships
Languages
Timeline
Generic

Laura Balmaceda

Summary

Dynamic leader with a proven track record at Kuehne + Nagel Inc, enhancing operational efficiency and spearheading process improvements. Skilled in analytical thinking and team leadership, I excel in driving projects that significantly boost productivity and team collaboration. Successfully managed a department of 100+, achieving notable advancements in automation and continuous improvement projects.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Sea Logistics Drayage Systems + Process Manager

Kuehne + Nagel Inc
10.2024 - Current
  • Analyze Department Processes & identify Gaps and potential efficiency gains, Develop Project Plans to implement updated/new processes and execute Project Plan in line with Company Strategy.
  • Trouble shooting & testing of new Features in existing Applications and EDI Connections as well as identifying opportunities for needed additional enhancements and Applications.
  • Support & supervise extended KN Dray Team in Mexico with necessary Training on Systems & Processes, navigation in the KN Landscape.
  • Analyze Training Topics and communicate needs to National Training Team & support national trainings.
  • Monitor data quality, KPIs and Productivity and implement improvements to ensure that processes are keeping their effectiveness
  • Creation of Reporting for internal & external Stakeholders including Dashboard creations.
  • Create and maintain documented working procedures and SOPs for Sea Logistics Drayage Team
  • Provide management level staff with status updates that include current KPIs and on-going project implementation status
  • Consults and provide status updates to all relevant stakeholders

Sea Logistics Systems & Processes Analyst

Kuehne + Nagel Inc
05.2022 - 09.2024
  • Identify issues with the direct and surrounding processes for Sea Logistics by engaging both Operational Care Center (OCC) and Customer Care Location (CCL).
  • Design solutions for improved performance for Sea Logistics CCL and OCC staff.
  • Automate the process of Sea Logistics CCL and OCC staff t improve productivity and efficiency.
  • Analyze Training Topics and communicate needs to the Training Team & support trainings.
  • Support training Sea Logistics CCL and OCC in new Sea Logistics processes and Sea Logistics system integration.
  • Identify system concerns impacting OCC & CCL and provide solutions to improve the processes surrounding the Transport Management System (TMS).
  • Analyze and implement streamlined Processes to increase productivity and improvements of financial results.
  • Analyze processes for Sea Logistics to improve efficiencies Systems & Process development ideas.
  • Testing and Regression Testing of Transport Management Systems (TMS) in alignment with other ZS-M.
  • Testing of surrounding systems with EDI Connections to TMS.
  • Support Testing for other Functional Units & document results for transparency before,during and after Rollout of the new TMS.
  • Active Support for SeaLOG Export Rollout and other Project implementations.
  • Expertise of all Sea Logistics processes for Export and Import.
  • Expertise of the capabilities of all systems used by OCC & CCL.
  • Understand KN's Service Portfolio.
  • Awareness of SeaSuites Components.

Sea Logistics Systems & Process Prod Specialist

KN Shared Service Center S.A
08.2021 - 05.2022
  • Identify issues with the direct and surrounding processes for Sea Logistics by engaging both Operational Care Center (OCC) and Customer Care Location (CCL).
  • Design solutions for improved performance for Sea Logistics CCL and OCC staff.
  • Automate the process of Sea Logistics CCL and OCC staff to improve productivity and efficiency.
  • Analyze Training Topics and communicate needs to the Training Team and support training.
  • Support training Sea Logistics CCL and OCC in new Sea Logistics processes and Sea Logistics system integration.
  • Identify system concerns impacting OCC & CCL and provide solutions to improve the processes surrounding the Transport Management System (TMS).
  • Analyze and implement streamlined Processes to increase productivity and improvements of financial results.
  • Analyze processes for Sea Logistics to improve efficiencies Systems & Process development ideas.
  • Testing and Regression Testing of Transport Management Systems (TMS) in alignment with other ZS-M.
  • Testing of surrounding systems with EDI Connections to TMS.
  • Support Testing for other Functional Units & document results for transparency before,during and after Rollout of the new TMS.
  • Active Support for SeaLOG Export Rollout and other Project implementations.

SSC Sea Logistics Manager Americas

KN Shared Service Center S.A
06.2019 - 08.2021
  • Manage a department of +100 people divided by teams and in charge of different tasks such as; invoicing, arrival and departure confirmation of shipments, creation of documents for brokers and truckers, systems set up, resolve issues for North and South America KN users regarding the internal operational system used by the company.
  • Lead the migrations of processes from one Shared Service Center to another one, this includes; identify list of processes to be transferred to another SSC; prepare knowledge transfer, productivity and quality baselines, training, work instructions and migration plan. In addition, regular performance review calls between both SSCs, actively monitor and audit performance, and provide and proof the benefit in terms of costs and productivity of the migration.
  • Ensure safe and efficient operations in order to provide good service to our internal customer.
  • Planning, assigning, directing work and communicating job expectations to the employees, by setting specific monthly targets related to quality, productivity and behaviors. These targets have a close relation with the general customer expectations and requests.
  • Authoring and discussing employee performance appraisals.
  • Manage productivity, quality and billing reports on a monthly and weekly basis using internal reports created by the Sea Logistics Manager and supervisors; these reports let the manager review the team performance based and the level of work delivered to our internal customer. The reports also used for resource utilization analysis and review possible improvement areas.
  • Manage relationships with national, regional and global process owners from different countries regarding processes, implementations, and creation of work instructions for the SSC employees to ensure the processes have written instructions on how to perform them in order to avoid wrong procedures, possible issues, and general department's performance.
  • Analyze process workflow, space requirements, implement changes requested by general management, process owners or business needs; encouraging the organization to respond positively to changes by acting as a role model for facing uncertainty.
  • Utilized strong decision-making and problem-solving skills so the manager can quickly provide solutions that are unique, customized and innovative; also, to anticipate and translate future market trends into business opportunities.
  • Be in charge of the implementation of automation and continuous improvement projects in order to improve productivity and reduce costs for our internal customers.
  • Forecast requirements and analyze variances.
  • Employee motivation and rewards based on their performance.
  • Address employee performance and corrective plans with help of the internal tools provided by human resources department.

Seafreight Supervisor

KN Shared Service Center S.A
01.2016 - 06.2019
  • Control operational performance against agreed guidelines and KPIs in collaboration with team leaders,
  • Keep teams up o date with operational issues and priorities.
  • Ensure staff has adequate training.
  • Control and manage performance issues and promote a culture of continuous improvement.
  • Establish annual performance goals and support the performance evaluations.
  • Create and maintain an environment that promotes positive communication.
  • Proactively communicate the vision and purpose of the team and organization across departments
  • Demonstrate the ability to connect and engage the internal customer, answer and address difficult situations providing options and recommendations.
  • Design training programs and training material, keep the training matrix updated, identify training needs and conduct training.
  • Manage implementation of new processes or major changes to existing processes.

Billing and Process Specialist/Poweruser

KN Shared Service Center S.A
12.2014 - 01.2015
  • Invoice and create documentation for external customers.
  • Learn, practice and get involved in all the processes handled on the department.
  • Create and update Work Instructions.
  • Train new hires and give refresh training to senior staff.
  • Be the team leaders back up when needed.
  • Suggest ideas to the department manager and team leader that might help improve processes.

Team Leader

KN Shared Service Center S.A
07.2013 - 12.2014
  • Communicate assignments, milestones and deadlines to the team based on Manager instructions.
  • Ensure that the group worked efficiently and assist in the coordination and motivation of the team.
  • Help to maintain quality and make sure service level agreement is accomplished.
  • Apply disciplinary rules when necessary
  • Communicate with internal customer regarding work instructions and possible issues.
  • Conduct annual performance evaluations.

Seafreight Agent

KN Shared Service Center S.A
08.2012 - 06.2013
  • Informed clients of policies and procedures.
  • Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
  • Ensure that customer receives the most up-to-date data information regarding their shipments based on external suppliers data.

Education

Bachelors - Customs And Trade Administration

Universidad De Costa Rica
San Jose, Costa Rica
01-2013

Skills

  • Operational Excellence
  • Self Motivation
  • Analytical Thinking
  • Team Collaboration
  • Team Leadership
  • Adaptability and Flexibility
  • Time Management
  • Problem-solving abilities

Certification

Green Belt: Lean Six Sigma

Internships

Ocean Import Agent Kuehne+Nagel Dallas, TX


  • Manage import shipments for the US Dallas office.
  • Coordinate with truckers and customer the delivery of goods.
  • Create documentation for KN and external brokers.
  • Bill the customers.
  • Constant communication with external customers in regards their shipments.
  • Provided superior customer service to clients by addressing all questions and concerns.

Languages

Spanish
Native or Bilingual
English
Full Professional

Timeline

Sea Logistics Drayage Systems + Process Manager

Kuehne + Nagel Inc
10.2024 - Current

Sea Logistics Systems & Processes Analyst

Kuehne + Nagel Inc
05.2022 - 09.2024

Sea Logistics Systems & Process Prod Specialist

KN Shared Service Center S.A
08.2021 - 05.2022

SSC Sea Logistics Manager Americas

KN Shared Service Center S.A
06.2019 - 08.2021

Seafreight Supervisor

KN Shared Service Center S.A
01.2016 - 06.2019

Billing and Process Specialist/Poweruser

KN Shared Service Center S.A
12.2014 - 01.2015

Team Leader

KN Shared Service Center S.A
07.2013 - 12.2014

Seafreight Agent

KN Shared Service Center S.A
08.2012 - 06.2013

Bachelors - Customs And Trade Administration

Universidad De Costa Rica

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Laura Balmaceda