CHARLENE ABACAN

· Managed an offshore team supporting freight forwarding operations for international logistics providers

· Oversaw end-to-end documentation (e.g., Bill of Lading, commercial invoice, packing list) and ensured accuracy and compliance

· Coordinated with onshore teams, carriers, customs brokers, and clients to ensure timely shipment updates and resolutions

· Led daily huddles, tracked team productivity, and ensured SLAs and KPIs were consistently met

· Investigated delays, discrepancies, and exceptions, escalating to onshore counterparts when necessary

· Trained new hires and conducted quality audits to ensure adherence to process standards and client-specific SOPs

· Prepared operational reports and collaborated with process owners for continuous improvement initiatives

· Led and coached a team of 18–20 agents to meet performance goals and SLA compliance

· Facilitated buzz sessions and calibration meetings

· Cross-skilled team members for productivity and revenue boost

· Mentored agents for career progression
Conducted performance appraisals and implemented retention strategies

• Sources US resumes of qualified candidates for specific job orders, using job boards, applicant tracking systems, company web sites, etc.
• Conducts phone interviews to pre-screen candidates, verifying their qualifications, availability and compensation requirements; documents these interviews
• Sets up interviews between candidates and hiring managers
• Involves in recruiting passive candidates, through phone calls, emails and general relationship-building
• Makes recommendations on additional candidate pools and recruiting techniques, after evaluating market conditions

• Delivered personalized travel recommendations
• Negotiated pricing and coordinated bookings
• Consistently met sales targets