Ricardo Lopes

Served as the primary commercial owner for Tier-1 carrier accounts (DHL, FedEx, UPS, Easyship), enforcing enterprise SLAs and resolving complex cross-border operational escalations. Bridged SaaS logistics workflows with real-world supply chain execution for global platform users.

Renegotiated carrier contracts using volume forecasts to deliver an 80% on-time delivery rate. Mentored a team of 3 and scaled to 200+ labels daily by reducing manual entry by 80%, while recovering 52% of damaged/lost revenue through a streamlined claims process.

Cut overall shipping expenses by 35% through targeted contract negotiations to achieve positive product margins. Built a redundant vendor network to support international lane expansion and eliminate supply chain bottlenecks.

Managed post-purchase care and styling consultations for a high-volume portfolio of VIPs to protect lifetime value (LTV). Resolved complex cross-border cases in Salesforce CRM, handling international boutique and fraud discrepancies.

Resolved high-volume customer inquiries via live chat, phone, and email, with a focus on de-escalation and issue resolution. Earned a promotion to the elite Private Client team for exceeding baseline quality targets.

Expanded strategic corporate and B2B client accounts, driving a 62% fleet size growth through targeted localization. Owned the branch account receivables (AR) ledger, controlled bad debt, and coached a sales team to hit revenue goals.

Led territory marketing to secure premium corporate accounts, including GSK and Sky. Ranked in the Top 20 Sales Professionals regionally and maintained consistent 90%+ ESQi customer service scores.

Promoted to team leader of 6 agents, driving performance through coaching and day-to-day leadership. Achieved a 97% ESQi Customer Service Score and set new regional records.

Selected by executives to lead onboarding and design training workflows for incoming hires. Coached all new team members to improve readiness and customer service execution.