Richard B.
Mid-Level Customer Experience and Shipment Documentation Agent
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Richard B. is a dynamic professional with extensive experience in customer experience and shipment documentation management. Based in Bagbaguin, Caloocan City, Philippines, he currently serves as a Customer Experience Agent at Maersk Global Service Centre Ltd., where he handles documentation-related cases using Salesforce to ensure accurate tracking, timely updates, and resolution in line with service level agreements. His expertise includes managing the end-to-end documentation process for ocean freight shipments, such as Bills of Lading, shipping instructions, manifests, and certificates of origin. Richard is proficient in utilizing advanced systems like SAP and myMaersk to streamline logistics operations, contributing to timely and effective cargo handling and release. His previous role as a Shipment Documentation Process Expert further honed his skills in ensuring compliance with international trade regulations and Maersk’s quality standards. Richard's career foundation includes roles as a Documentation Associate and RDU Forwarder, where he coordinated merchandise logistics and ensured adherence to industry protocols. He holds a Bachelor of Science in Nursing from Our Lady of Fatima University.
Experience
Shipment Documentation - Process Expert
Maersk Global Service Centre Ltd. · 2017 — 2023Oversaw the complete documentation process for ocean freight shipments, which included managing Bills of Lading, shipping instructions, manifests, and certificates of origin. Coordinated across internal departments to facilitate smooth cargo handling and ensure timely release. Maintained accurate shipment records and updated system entries using Maersk platforms, including GCSS, myMaersk, and SAP. Monitored documentation milestones and actively worked to resolve discrepancies or delays. Engaged in process improvement initiatives geared towards standardizing and digitizing documentation workflows, ensuring compliance with international trade regulations and customer requirements.Customer Experience Agent
Maersk Global Service Centre Ltd. · 2017 — PresentManage documentation-related cases through Salesforce, ensuring accurate tracking, timely updates, and resolution according to service level agreements. Address customer inquiries and requests via case management tools with a focus on maintaining communication standards. Monitor open cases and escalate critical issues as necessary to meet customer deadlines. Handle import shipment releasing processes by issuing Delivery Orders in accordance with customer specifications and local customs regulations. Create Work Orders in internal systems for initiating delivery arrangements and cargo handling.Documentation Associate
Advanced Outsourcing and Business Services, Inc. assigned to Maersk Global Services Corp. LTD. · 2016 — 2017Updated Verified Gross Mass (VGM) data to comply with SOLAS requirements. Ensured precision in data entry within GCSS while collaborating with planning teams to satisfy cutoff deadlines. Distributed daily VGM update reports to stakeholders to aid in cargo planning and facilitate timely vessel loading.RDU Forwarder
Metro Main Star Asia Corp. · 2012 — 2012Coordinated the receipt, dispatch, and forwarding of merchandise between central warehouses and regional SM mall branches. Ensured accurate and timely stock deliveries to retail outlets, optimizing schedules to meet replenishment needs. Conducted physical checks and verified quantities during loading and unloading to prevent losses. Maintained compliance with company logistics policies and safety standards throughout the forwarding process, while tracking item movement using SM’s internal inventory and logistics systems.
Skills & Expertise
Education
- Bachelor of Science in NursingOur Lady of Fatima University · 2006 — 2010
- Electronics and Communications TechnologyGuzman College of Science and Technology · 2004 — 2006