Summary
Overview
Work History
Education
Skills
Certification
Languages
References
Timeline
Generic

Frances Quintana Llorens

San Juan

Summary

Dynamic Sales Manager with a proven track record at a freight forwarding and airline company, excelling in customer relationship management and strategic sales planning. Achieved an increase in sales by leveraging market analysis and effective communication skills. Expertise in customs clearance and regulatory documentation ensuring compliance and operational excellence in logistical freight forwarding. Have effectively managed controlled-temperature products, like pharmaceuticals, perishables, and general cargo, among others.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Independent Freight Forwarder Sales Manager

J & J Transportation Corp/ Airgroup
San Juan
10.2023 - Current
  • Assisted in resolving customer inquiries regarding their cargo status or shipping schedules.
  • Developed strong communication and negotiation skills while coordinating with customers, suppliers and other stakeholders to ensure timely delivery of shipments.
  • Utilized problem-solving strategies to resolve any issues related to freight forwarding operations.
  • Maintained an up-to-date understanding of customs clearance procedures in multiple countries.
  • Coordinated and arranged end to end shipments.
  • Preparation of import and export documents for air and ocean shipments.
  • Constantly looking for current and new business opportunities to increase company sales. Present new proposals and quotations based on customer's needs.
  • Meet frequently with customers to develop and maintain business relationship.
  • Participate in seminars and events to keep updated local and globally.

Product Development Manager

Delta Air Lines Cargo
Atlanta
08.2022 - 08.2023
  • Evaluated current processes related to product development operations and identified areas where efficiency could be improved for all Fresh (perishable), products, such as, flowers, fruits, vegetables, seafood, live plants, fresh cut flowers, meat and dairy products.
  • Participated in multiple events for Fresh Product, such as, Fruit Attraction, Madrid, Fruit Logistica, Berlin, Barcelona Seafood Show, Boston Seafood Show, IFTF Flower International Floriculture Show at Amsterdam, Floral Produce Show, etc., to connect with current customers and seek for new sales opportunities.
  • Visited multiple stations domestic and international, with Account Managers and Operations Teams to meet with regular customers to get service and handling feedback for Fresh product.
  • Reviewed constantly operational procedures to comply with Perishable Cargo Regulations IATA manual and our Internal Operational Manual.
  • Maintained strong relationships with stakeholders, customers, Sales and Operational Team to identify challenges and seek for solutions to improve our services.
  • Established multifunctional consultant staff to stabilize product reliability and maximize customer support.
  • Analyzed customer feedback from various sources to improve user experience.
  • Identified potential risks associated with product development efforts and developed plans to mitigate those risks.
  • Identified best resources to meet customer's needs and design visions for strategic development.
  • Developed and implemented strategies for product development.
  • Reviewed, analyzed metrics and data provided by the company, such as Tableau, Salesforce, Webvision to identify new business opportunities, ensure to retain and fulfill current customer's needs and analyze new trends in the market.
  • Complied with mandatory courses to keep up to date.

Sales Manager Delta Air Lines Cargo SJU Station

ECS Group
San Juan
09.2021 - 08.2022
  • Managed customer's account and relationships.
  • Participated in seminars provided by the company to keep up to date in Sales, Operations and other topics.
  • Managed and handled all kinds of products, such as: Fresh (Perishables), Pharma, Dash, Dash Heavy, Dash Critical Medical, Standard shipments, domestic and international. Exports and Imports.
  • Work in collaboration with Operations Team to secure and provide excellent service to our customers.
  • Increased sales in 25%, worked consistently to retain current customers and seek for new business opportunities.
  • Analyzed sales data to identify trends and make recommendations for improvement.
  • Traveled for in-person meetings with customers and partners, developing key relationships.
  • Interfaced directly with customers when necessary in order to resolve issues quickly and efficiently.
  • Implemented new processes and procedures designed to streamline operations while improving customer satisfaction scores.
  • Created and executed strategic sales plan, expanding customer base and extending global reach.
  • Provided coaching and feedback to staff on an ongoing basis in order to improve job performance.
  • Increased customer retention and renewal growth by revitalizing existing business in segment.
  • Participated in customer meetings and worked closely with team to resolve customer satisfaction issues.
  • Established relationships with key customers, providing personalized service and support.

Sales Account Manager

J&J Transportation Corp/ Airgroup
San Juan
02.2012 - 09.2021
  • Developed and implemented operational strategies to maximize efficiency and productivity.
  • Identified potential customers and offered our services based on their needs.
  • Participated in meetings and negotiated, on a regular basis, shipping rates with carriers and customers.
  • Recognized for providing exceptional customer service to maintain and increased sales in 25%, even in difficult and atypical times, like the pandemic.
  • Track and trace shipments from end to end and keep customers informed constantly.
  • Reviewed and ensured that every shipment complies with proper documentation required by all carriers, different cargo regulators and government entities.
  • Handled Air, Ocean, Railroad, domestic and international shipments from end to end.
  • Provided support to Administration Department, when required.
  • Assisted in training new employees.
  • Performed root cause analysis on identified problems and issues within the organization's operations.
  • Established positive relationships with vendors to secure competitive pricing on goods and services.

Education

Bachelor of Arts - Criminal Justice

Interamerican University
Rio Piedras, Puerto Rico
05-1993

Skills

  • Problem Solving
  • Negotiation Skills
  • Attention to Detail
  • Decision Maker
  • Market analysis
  • Customer relationship management
  • Cross functional collaboration
  • Pharma Freight Handling
  • IATA Compliance
  • Temperature-Controlled Cargo
    CRM Tools (Salesforce, Cargowise)
  • Root Cause Analysis
  • Regulatory Documentation
  • Air cargo quality standards
  • International and domestic, air and ocean freight coordination (Import and Export)
  • Strategic Sales Planning
  • Customer Relationship Management

Certification

  • Dash Critical Product Certification for San Juan Cargo Station (2022-2023)
  • IATA Temperature-Controlled Air Cargo Operations for Pharmaceutical Products (May 2025)
  • Audit Quality and Risk Management for Temperature- Controlled Cargo for CEIV Certification (June 2025)
  • Assisting in obtaining CEIV Certification for Airgroup (Currently— Expected by December 2025)

Languages

Spanish
First Language
English
Proficient (C2)
C2

References

References available upon request.

Timeline

Independent Freight Forwarder Sales Manager

J & J Transportation Corp/ Airgroup
10.2023 - Current

Product Development Manager

Delta Air Lines Cargo
08.2022 - 08.2023

Sales Manager Delta Air Lines Cargo SJU Station

ECS Group
09.2021 - 08.2022

Sales Account Manager

J&J Transportation Corp/ Airgroup
02.2012 - 09.2021

Bachelor of Arts - Criminal Justice

Interamerican University

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Frances Quintana Llorens