Andrea Torres

Apr 2025 – Present | Bogotá, Colombia Lead customer service activities ensuring full compliance with contractual Service Level Agreements (SLAs). Act as the primary escalation point for service deviations, coordinating corrective actions with third-party logistics providers. Monitor and report delivery, billing, and service KPIs, ensuring alignment with agreed performance standards. Drive continuous improvement initiatives to enhance service reliability and operational efficiency. Support and guide junior team members on operational and customer-related issues.

Jun 2022 – Mar 2025 | Colombia Led customer experience operations within complex 4PL environments, coordinating external customers, logistics partners, and internal teams. Served as the main escalation point for critical service incidents and customer complaints. Developed, analyzed, and presented operational KPIs related to lead times, shipment volumes, and additional costs. Implemented improvement plans that contributed to service stability, operational efficiency, and customer retention. Collaborated closely with Operations, Logistics, and Commercial teams to align customer service with business objectives

Led country-level customer implementations for core logistics products, ensuring smooth and compliant operational go-lives. Coordinated cross-functional teams during onboarding, stabilization, and post-implementation phases. Ensured SLA compliance and operational readiness following customer go-live. Provided post-implementation support to secure service continuity and customer satisfaction.

Managed import and export operations and customer follow-up. Controlled import containers and calculated additional logistics costs (demurrage, damages, cleaning). Managed invoicing and supplier invoice validation under negotiated conditions. Provided internal and external customer support related to container returns and special negotiations.