Antonette Duque

• Progressed from Executive Assistant to Commercial Operations and Marine Insurance Specialist, recognized for strong performance and entrusted with global operations support across multiple regions and stakeholders
• Managed end-to-end marine cargo insurance operations as the global point of contact for premium requests, quotations, certificate issuance, and claims monitoring; coordinated with brokers and insurance providers to ensure compliance and timely processing, while driving monthly revenue, invoicing, and
collections to meet KPI targets; led process improvements by developing a GAC Academy training module and implementing a streamlined reporting and issuance system across global offices
• Developed and maintained Power BI dashboards and advanced Excel reports to track agent performance, revenue, and KPIs; identified top-performing agents and business trends across global GAC offices, supporting commercial strategy, agent selection, and revenue optimization through data-driven insights
• Administered contract management and supplier agreements (GAA), maintaining centralized records and ensuring compliance, accuracy, and alignment with global standards using data from GACfreight CRM and Supplier Vetting System (SVS)
• Managed office and operational support functions across multiple departments (Logistics, Shipping, Energy, HR, GAC Academy, IT), including procurement, inventory planning, onboarding/offboarding, JAFZA administrative coordination, gate pass administration, visa and licensing support exposure, and facility coordination; ensured smooth day-to-day operations and effective cross-functional communication.
• Led cost-efficient, company-wide employee engagement initiatives across Logistics, Shipping, Energy, HR, and GAC Academy by securing HR approval, centralizing events, and eliminating external vendor dependency; negotiated budgets and executed activities, strengthening collaboration and employee morale across 30+ staff
• Provided executive-level support to the Vice President - Commercial, managing schedules, travel coordination, and business priorities, while contributing to commercial reporting, cross-functional coordination, and operational execution

• Managed end-to-end order-to-cash (OTC) / order lifecycle using SAP, from order entry to shipment, delivery, invoicing, and dispute resolution, ensuring accuracy, compliance, and on-time execution • Coordinated with customers, suppliers, and internal teams to ensure accurate purchase orders (POs), monitored supplier lead times, and expedited orders to achieve on-time delivery (OTD) and alignment with Plan of Record (POR) targets
• Processed trade finance and shipping documentation (Letters of Credit, bank guarantees, CAD) and collaborated with cross-functional teams (Sales, Logistics, Warehouse) to ensure compliant order fulfillment under Incoterms, while resolving order discrepancies and maintaining customer satisfaction

• Supported cosmetics retail operations and product development (R&D), managing inventory, order fulfillment, and shipment coordination across retail stores and e-commerce platforms
• Oversaw e-commerce and online retail operations using Magento and PayTabs, including order tracking, payment processing, and customer order management
• Coordinated retail events, product launches, and mall activations, including scheduling makeup artists and managing booth setups, while developing KPI dashboards and sales reports to track product performance, campaign effectiveness, and retail trends, supporting data-driven decision-making

• Managed end-to-end Order-to-Remittance (OTR) processes for Ultrasound probes using SAP and Oracle ERP, ensuring accurate order processing, delivery, and invoicing for probes ultrasound products across EMEA, achieving 98% invoicing accuracy
• Led service contract management and pricing operations, including contract renewals, data accuracy, and tender pricing (RSPL) for LCS and Ultrasound, contributing to a 35% increase in contract renewal rates
• Developed and implemented data cleaning and reporting tools (MS Access, ERP systems) to improve data quality, supporting service pricing, contract management, and commercial decision-making
• Supported P&L and KPI reporting for senior management, providing insights on revenue performance, order metrics (OTD, backlog), and contract renewals to support business planning
• Coordinated commercial and operational activities across EMEA regions, including Russia, Saudi Arabia, Algeria, South Africa, Turkey, Egypt, and the UAE, ensuring alignment with regional requirements and operational standards
• Led process improvement and system implementation initiatives, including optimization of ultrasound ordering workflows and deployment of Salesforce (SFDC), Apttus, and ServiceMax for quotation-to-order execution, reporting, and performance tracking
• Awarded the Service Commercial Excellence Award (2014) for expertise and operational excellence in ultrasound probes order processing and commercial execution.

• Managed customer service, order processing, and logistics coordination for aluminium products (coils, sheets, and packaging materials), overseeing warehouse-to-delivery operations and collaborating with manufacturers and logistics teams to ensure accurate order fulfillment and on-time shipment
• Led a customer service process improvement initiative, enhancing service workflows and delivery standards, resulting in a 45% increase in customer satisfaction and improved operational efficiency
• Developed and maintained a CRM database and tracking system to manage customer orders, inquiries, and product specifications (e.g., coil quantities, aluminium configurations, packaging requirements), contributing to a 19% increase in customer retention and revenue growth

• Managed procurement, inventory, and pricing operations for over 900 products, supporting sales distribution and contributing to approximately $3M monthly revenue, while ensuring stock availability and operational efficiency
• Performed inventory reconciliation and warehouse management, aligning physical stock with ERP system records to ensure data accuracy, stock integrity, and efficient inventory control
• Negotiated supplier contracts, pricing, and lead times, achieving 35% cost savings, and coordinated import/export logistics and customs clearance for bulk shipments by managing complete shipping documentation (invoices, packing lists, bills of lading, certificates of origin)

• Managed accounts receivable and customer service operations, maintaining 90-98% billing and collection performance while resolving client and airline-related inquiries
• Developed and implemented a customer database system (MS Access) to improve data tracking, reporting, and customer management processes

• Designed and developed system applications and database solutions, including system analysis, programming, testing, and integration based on business requirements
• Created process flow diagrams, system proposals, and technical documentation, translating business requirements into functional workflows to support efficient system implementation and process improvement