Globalia’s 4th Annual Meeting includes a Day Trip to Phi Phi Island in its activities

The day tour will allow the agents to explore the marvels of Phuket and foster deeper connections with their network partners

Globalia Logistics Network’s 4th Annual Meeting at Phuket, Thailand in March 2023 will include an optional day trip for the delegates and their spouses. On the 15th of March 2023, delegates who’ve signed up for the group tour will be visiting the Phi Phi Islands by speed boat and explore some of the most exotic destinations such as the Viking Cave, the Loh Samay Bay, the Pileh Cove and the Monkey Island.

Globalia Logistics Network's 4th Annual Meeting
Globalia’s Day Trip to the Phi Phi Islands

 

Additionally, the delegates will be lunching at a local eatery and can go for outdoor activities such as swimming and snorkelling following which they will be returning to the hotel for the Welcome Cocktail Reception. The day trip will help to create an informal platform for fostering team spirit among the delegates. A corporate group tour of the network agents will create the right environment for nurturing friendships with friendship among network members and open up new channels of communication.

In the words of Globalia’s Founder and Director Antonio Torres, “The primary objective of this additional activity is to bolster the ties among the members. The focus of this corporate tour is to enhance communications among the delegates who will now get a better and more congenial socializing space.”

This day trip will also allow delegates to engage in sightseeing activities and discover the local culture and the fantastic beaches around Phuket. Furthermore, it will help to break the ice among the delegates and give them a chance to establish a lasting bond with their existing and future partners.

Interview with Latifa Boulmal

 

“The trickiest aspect of my job is to provide quick solutions to issues and inquiries from hundreds of agents from so many different countries. I believe that on-time response, empathy towards the complaining agent, and a degree of familiarity with the agent’s history are a few ways to efficiently handle the agent’s issues.”

Latifa is a part of Globalia’s Agent Coordination Team whose main responsibilities are to assist members with any issue they may have and ensure that agents get the promptest solutions.Latifa has previously worked with multinationals as a project coordinator and interpreter. Also, she has worked for 12 years as a sales manager in an export/import company where she gained experience in maritime transport and the export/import procedures. In this interview, she talks about her experience of working at Globalia, the benefits of Globalia’s referral programme, the importance of attending the Annual Meetings and more. Additionally, she also provides useful tips to safeguard the members from online fraud.

 
Globalia's Agent Coordinator Assistant
Latifa Boulmal- Globalia’s Agent Coordinator Assistant

Q. Tell us about your experience of working with the Globalia team?

A.  My experience with Globalia has been really satisfying so far. We have a small close-knit team and working with them is a productive and pleasant experience. Globalia’s Agent Coordination Team works together to provide quick solutions to our member’s problems. Additionally, Globalia has taught me a great deal about client communication, customer-care, and ensuring better coordination among the network and its members. I try my best to help the members in the best way possible, regardless of the issue.

Q. How do you think your previous work experience can contribute to the Globalia team?

A. As a sales manager I have many years of experience with customer handling and client management. Moreover, working as an interpreter has allowed me to be familiar with people from several cultural backgrounds. This is surely a factor that allows me to do my job better. Lastly, I have worked for more than a decade with an export/import company which has helped me to gain considerable knowledge of the intricacies of the freight forwarding sector.

Q. Which do you think are the best benefits of becoming a Globalia member?

A. To begin with, Globalia is one of the best logistics networks in the world, that not only allows members to find new partners and serve new territories but also offers resources and tools to help the members digitize their operations. Covering more than 196 cities across 129 countries, Globalia accepts only one agent per city, who is solely responsible for the traffic from/to that territory. Moreover, Globalia’s extremely rigorous selection process guarantees that all our members are trustworthy and financially solvent. Lastly, our highly professional team is always on hand to assist members in the best way possible both quickly and efficiently, whatever the issue.

Q. Which are the most important achievements of Globalia along these years?

A. In the last 5 years, Globalia already has achieved many significant milestones. It is the first freight forwarders network to launch a tool that is allowing the members to digitize their businesses. Our TMS FreightViewer is reducing members’ expenses, saving their time, eliminating manual error, augmenting visibility and security, and minimizing the steps involved in shipping operations.

Secondly, every year Globalia organizes an Annual Meeting that offers an ideal networking platform for the agents. Even in the last two years when physically meeting wasn’t possible because of the pandemic, we arranged for cloud conferences. Globalia’s 4th Annual Meeting is all set to happen from 15th to 17th March in Phuket, Thailand.

Lastly, Globalia has partnered with the top supply chain course provided CIFFA and open an online academy. The logistics courses are allowing the members to augment the expertise and industry knowledge of their employees. Above all, the courses are helping the newcomers in the logistics industry to get an in-depth understanding of all the important supply chain processes.

Q. How can Globalia’s referral programme be beneficial for the agents?

A. We always encourage our members to refer their reliable industry peers to our network. When this referred agent eventually becomes a part of the network, the referring agents can greatly benefit by obtaining a discount on their membership. Firstly, he gets a 25% discount on their next year’s annual fee. Additionally, when members refer more than one agent, they stand to get a maximum of four discounts (of 25% each) which makes them eligible to pay zero membership fees for the next year.

 

“Forging a collaborative and profitable relationship with the partners is one of the keys in our sector and the Annual Meetings are crucial in this regard. Most agents who have attended the Meetings have increased their business volume and created a long-term business relationships with their partners. I strongly recommend all our members make it to Globalia’s 4th Annual Meeting.   

Q. Which are the new achievements you foresee in the coming days?

A. Very soon we will launch an app that will allow increased communication among the network members This innovative mobile platform will allow the Globalia agents to maintain and foster a close-knit community that can connect with each other any time of the day right from their mobile devices. Additionally, with 196 members and still going strong, we are also hoping to reach 200 members very soon.

Q. Which is the most challenging aspect of your work? How do you deal with it?

A. The trickiest aspect of my job consists of providing quick solutions to issues and inquiries from hundreds of agents from so many different countries. I firmly believe that on-time response, empathy towards the complaining agent, and a degree of familiarity with the agent’s history are a few ways to efficiently handle the agent’s issues.

Q. Do you get complaints from members regarding scam emails? How are you coping with this problem?

A. Yes, scam emails are a persistent threat in the age of digital communications. Members have notified us about receiving payment-related emails from another member in which they were asked to make the payment to the new bank details provided. It goes without saying that, such emails are sent by scammers and not by any member of our network. This is why we always urge our members to verify the bank details of their partner to whom they are supposed to make a payment by talking to them directly over the phone.

Q. Why do you think attending the Annual Meeting is important for the agents?

A. Forging a collaborative and profitable relationship with the partners is one of the keys in our sector and the Annual Meetings are absolutely crucial in this regard. Most of the agents who have attended the Meetings say that they have increased their business volume and created a long-term business relationships with their partners. I strongly recommend all our members to make it to Globalia’s 4th Annual Meeting that will take place from 15th to 17th March 2023 in Phuket, Thailand.

 

 

Globalia Logistics Network launches its Instagram account

Globalia’s Instagram page will come with photos and videos from the network that followers can view on the go from their mobile devices

Globalia Logistics Network, an international freight forwarding network with members from 194 cities, has recently launched their Instagram page. This new social media handle will help to further enlarge the audience base of the logistics network and enable them to reach out to potential agents in the future. Additionally, their strong social media presence will also keep their followers updated, and add to their digital visibility.

Globalia Logistics Network has always had a strong presence on social media with handles on Facebook, Twitter, YouTube, and more recently Instagram. Every week Globalia posts the news from the network and its members on their social media handles to keep their followers updated. Moreover, they make sure to post the news about the achievements of their agents which in turn promotes the members and increases their online presence.

As stated by Maria Serrano, Globalia’s PR and Event Coordinator, “We firmly believe that an active presence across a number of social media platforms greats helps to expand the outreach of our network. Moreover, these days the audience is more reliant on audio-visual platforms like Instagram for their daily dose of news and this is precisely why we have decided to be active on this platform.”

Globalia Logistics Network- Instagram Account
Globalia Logistics Network is now on Instagram

 

The International Trade and Transportation Course launched by Globalia is a complete success

Globalia Logistics Network has opened an online academy for their members to enhance their skills, become more efficient and prepare themselves to take up greater responsibilities

With the aim of broadening the agents’ skills and knowledge, Globalia Logistics Network has launched its freight forwarding courses. In order to provide the most efficient training material, Globalia has partnered with the Canadian International Freight Forwarders Association (CIFFA), one of the leading logistics course providers, and Container xChange – a neutral online platform, used by 600+ freight forwarders who is offering a wide range of training material regarding the leasing container industry.

freight forwarding courses
freight forwarding courses

 

Globalia Logistics Network has inaugurated its online academy with the International Transportation and Trade Course and it has been an outstanding success. More than 20 students have enrolled and over 80% have already been certified. The main aim of this course is to help the participants reach new goals and confidence while boosting their productivity, enhancing their skills and even preparing them for greater responsibilities. The International Transportation and Trade Course is about the foundations of international freight forwarding, how to manage risks by selecting the appropriate Incoterm, how to calculate freight charges and load shipments, types of equipment and documentation used to move goods.

Antonio Torres, President and Founder of Globalia states: “We have opened our online academy with the intention of providing our agents with a platform for inspiring educational courses that will enable them to set the international standard in their everyday shipping and logistics operations. We are delighted to have had this high demand among our members and very proud of the obtained results. We really hope that we will keep this high level in future courses.”

The Canadian International Freight Forwarders Association (CIFFA) is a course provider with more than 60 years of experience in logistics learning. The courses they offer are suitable for supply chain professionals who want to upgrade their knowledge base, and also for newcomers to this industry who want to take a deeper dive into the vast subject of transportation and logistics management.

Apart from the International Transportation and Trade Course, Globalia is also offering the Essentials of Freight Forwarding Course provided by CIFFA . This course will instruct the participants on multiple themes including export packaging, warehousing, document preparation or cargo insurance and it has already opened its registration.

Globalia has also established a partnership with Container xChange in order to offer a SOC Masterclass for members to understand the leasing container industry. The SOC Container Masterclass is provided as a complement to the other two courses. It consists of an “everything-you-need-to-know” course about handling Shipper Owned Containers.

The specially designed online training courses are helping Globalia members to cope with the industry challenges and confidently execute complex logistical procedures. Furthermore, upgrading the work skills will also allow them to stay updated with the industry changes, take the necessary measures to bypass any obstacles in the process of successful execution of a project, and provide better customer service.

Globalia’s June Newsletter for 2022 has been published

The newsletter includes the latest news from the network, the agents and pertinent news and articles from the freight forwarding industry

Globalia Logistics Network’s June Newsletter for 2022 is now out and available for viewing and downloading from the website. The newsletter includes all the relevant news from the network along with a selection of news and articles from the transportation and logistics sector. It starts with the details of Globalia’s 4th Annual Meeting that will take place in Phuket, Thailand, in March 2023. Additionally, there is a page on the newest activity of this in-person meeting viz. a day trip with the delegates and how it will strengthen the bonding among the network members.

Globalia Logistics Network
Globalia’s Newsletter for June

 

Click on the above image to read the newsletter

Globalia’s June newsletter has published the news of the recent achievements of agents in Seoul, Sao Paolo, Itajai, Southampton, and Piraeus. Additionally, there is a special news about Globalia Ankara who are extensively using FreightViewer to generate their quotations. In the interview section, there is an interview with Rania Skouta from Globalia Piraeus who talks about the history of her company, the challenges in the industry and the keys to success among other things. In the interview with Globalia’s Membership Development Coordinator Dustin Brown, he talks about his experiences at Globalia, the benefits of the agents in sales terms, the sales objectives of the team, the challenging aspects of his job and more.

The sector news for this edition is about the emergence of Brussels airport as one of the top air cargo hubs in Europe. Furthermore, there are also several pertinent news headlines from the industry. Lastly, there is an article on Smart Cost Optimization Tips that will help freight forwarding companies to reduce their operational expenses.

Click here to keep reading.

 

Globalia Logistics Network establishes a media partnership with GlobeNewswire

GlobeNewswire is a news distribution platform that drives brand awareness and boosts the online visibility 0f international companies

Globalia Logistics Network, a freight networking covering 170 cities across 106 countries, has created a media partnership with GlobeNewswire. GlobeNewswire is one of the world’s largest news distribution networks that provides real-time news releases from corporates helping them to reach an international audience.

Globalia Logistics Network- media partner
Globalia’s media partnership with GlobeNewswire

 

They specialize in the distribution of corporate press releases, financial disclosures, and multimedia content to media, investors, and consumers worldwide. At the moment, they are covering over 130 countries in 35+ languages.

In the words of Antonio Torres, the President and Founder of Globalia Logistics Network, “Globalia’s media partnership with GlobeNewswire will increase the online visibility of the network. Additionally, it will drive brand awareness and generate media coverage by targeted news distribution to media and consumers worldwide.”

Click on this link to check out the website of GlobeNewswire.

Causes of container shipping industry challenges as experienced by Feroniki

Although the container shipping industry is gradually coming back to normal after two years of destabilization caused by the pandemic, the freight forwarding companies are still struggling with numerous hurdles. The port congestion, the sky-high fuel prices, the lockdowns in China and the war in Ukraine are just some of the factors that are still hindering normal operations. Nevertheless, on the brighter side, even though the sea freight shipping rates are still above the pre-pandemic times, there has been a substantial drop in the spot rates in 2022.

The challenges in the container shipping industry

As stated by Mrs. Rania Skouta, the operation Manager of Feroniki SA, Globalia member in Piraeus Greece, “I have to admit that in the past months we have faced many problems such as delays because of the situation in ports of Singapore, Gioia Tauro and Tekirdag where we ship cargoes frequently. Nevertheless, we have managed to overcome the crisis and continue serving our clients in the best possible way.”

Some of the ongoing problems in container shipping could result in a new supply chain crisis and rate fluctuations. For example, there is a high probability of backlogs of cargo piling up in the ports in China. In a situation like this, freight forwarders need to take extra precautions and keep all options open.

“The fall in the sea freight rates is welcome news for us. Nevertheless, there are still many challenges lying ahead of us. My teammates are working round the clock to keep tabs on the vessel’s availability and check if they meet the requirements of our clients. Additionally, we are checking the surcharges for each month and the percentages and BAF/CAF, etc, or if there is any PSS. Next, we are making sure that the vessel in question is available on the confirmed dates. Once all the work is done, we just secure the required equipment in time for the loading to meet the cut-off of the subject vessel with the confirmed rates. The rest is monitored by our team 24×7,” adds Mrs. Skouta.

Feroniki SA- independent freight forwarder
Container shipping industry challenges as explained by Feroniki SA

 

She further points out, “Although the reduction of the rates is a great benefit for the shippers, we are still having to face problems relating to port congestion and equipment availability. The war in Ukraine and the lockdowns in China are further adding to the problems. For instance, many shipping lines have suspended services to/from Greece for several reasons. Moreover, finding equipment in the Far East is becoming a tricky affair primarily because of the local lockdowns.”

The drop in sea freight shipping rates

“Right now it is a good time for the ocean freight industry as rates are slightly decreasing. This will allow us to obtain more shipments and offer very competitive rates.” The steady decrease in sea freight shipping rates that started at the beginning of 2022 is still ongoing. The prices fell further in the lean season following the Chinese New Year. In the last two years, several factors hiked up the shipping cost. These factors included container and equipment shortage, port congestion, and insufficient workforce.

The average international spot rate decreased by almost 4 % at the start of April 2022. Shipping rates on the transpacific routes went down for the fifth week in a row. Freight rates to the US declined by around 6%-8%. Additionally, since April the overall sea freight rates have decreased by a whopping 12%.

Many industry experts are wondering if the decreasing rates is because of lower demand. Some are suggesting that it could indicate the revitalizing efforts of the industry and that there could be a sharp increase in capacity from the 3rd or 4th quarter of 2023.

Reasons behind the decreasing freight rates

The China factor

The decreasing volume of shipments following the peak during the Chinese New Year could be another important reason behind the price drop. Moreover, the lockdowns in Shanghai and other manufacturing centres in China are also a contributing factor. The normal functioning of the air freight industry could be another reason behind the declining prices.

The impact of the normal functioning of the air freight industry

During the pandemic a large number of passenger planes were grounded. As a result, forwarders couldn’t use the belly hold of the passenger flights for transporting shipments. This led to further pressure on the sea freight sector. The normal functioning of the air freight sector has freed up space for the ocean freight industry.

Changes in consumer demands

The two years of the pandemic witnessed a massive increase in consumer demands and e-commerce shopping trends.  The spending pattern of the consumers has finally returned to the pre-pandemic level. The inflation and the rise in fuel prices around the world surely prompted consumers to cut down on spending. This obviously had significant consequences on space availability in the container shipping industry. More space availability definitely has helped to lower the freight rates.

“At the moment we are trying to make the best of the situation by further boosting our relationship with our partners, suppliers and customers. Years of steady cooperation is an important factor that has allowed us to continue providing our clients with dependable door-to-door transportation services. The flexibility and persistence of our team along with our longstanding connections, are some of the reasons why we are always able to support our customers with a range of solutions even in these uncertain times,” concludes Mrs. Skouta.

Globalia wishes Feroniki the very best for their upcoming projects!

 

Globalia Logistics Network’s 4th Annual Meeting will take place at Le Meridien Beach Resort in Phuket, Thailand from 15th to 17th March 2023

After over two years, Globalia members from nearly 130 countries will assemble under one roof to reinforce their partnerships by meeting face-to-face under both formal and informal settings

Globalia Logistics Network’s 4th Annual Meeting will take place at Le Meridien Beach Resort in Phuket, Thailand from 15th to 17th March 2023. For the first time since the pandemic over 193 agents are gearing up to participate in an in-person meeting at the tropical beaches of Phuket. Just like Globalia’s previous face-to-face meetings, the conference will include a Welcome Cocktail Reception, a Gala Dinner party, and around 6000 one-to-one meetings between network members.

freight forwarders meeting
Globalia Logistics Network’s 4th Annual Meeting

 

Click on the above image to visit our Annual Meeting Page

Each member will get to take part in 32 one-to-one meetings with their network partners. Face-to-face communication will bring a sense of community to the network. Moreover, the conference will allow the agents to socialize and interact which in turn will make way for trust and a better working relationship. More importantly, the in-person conference will majorly facilitate securing new business opportunities while strengthening the ties among Globalia members.

Additionally, this year Globalia is organizing a half day sight-seeing tour to Phi Phi Island. This optional group tour will allow members to discover some remarkable spots in and around the island. Additionally, apart from letting the members explore the marvels of Thailand, it will also promote friendship between network members, and foster a sense of goodwill and camaraderie within the Globalia team.

Registration for the Annual Meeting is now open. Visit our Annual Meeting page for further details about the conference.

Globalia’s first quarterly newsletter of 2022 comes packed with news, interviews, and articles from the logistics industry

Globalia’s spring newsletter for 2022 is now available for reading and downloading from the Newsletter section of the Globalia’s website

Globalia Logistics Network’s first quarterly newsletter for 2022 is now out. Members can view and download the newsletter from Globalia’s website. The newsletter is well stocked with the latest news and interview from the members as well as breaking news and interesting reports from the logistics industry. Additionally, it also features all the important news and updates from the network.

Globalia's Quarterly Newsletter
1st edition of Globalia’s quarterly newsletter

 

Inside the newsletter, you will be reading a detailed feature on the new online logistics courses exclusively offered to Globalia members. Moreover, you will get to read all the latest news from your network partners in Ho Chi Minh, Tangier, Tema/Accra, Munich and Bristol. There is also an engaging interview with the MD of Globalia Sydney- one of Globalia’s founding members. In this interview, he talks about his experiences at Globalia and the factors that encouraged him to remain a member for the last 5 years.

We have included a special interview with Manuel Cardona, Globalia’s IT Manager and FreightViewer Developer. In this interview, he talks about the origins of this platform, what motivated the GLB team to develop and improve it, and its future potentials. There is also a news about the online certificate of membership that members can henceforth download and print.

Our sector news in focus is about the new logistics tools from Google and its uses. Additionally, you can also glance through some of the news headlines from the supply chain sector. Lastly, we have included a special article about intermodal containers and its utilities.

Do not forget to check out the page on cities needing coverage and make sure to refer your industry peers!

To feature the latest news of your company in our next newsletter, kindly send us an email with a few lines about your recent undertakings.

 

Interview with Dustin Brown, Membership Development Coordinator of Globalia

“We are a united team that helps each other out, communicates frequently, and comes together to solve the problems of our clients.”

This week we are publishing an interview with Dustin Brown, who is the Membership Development Coordinator of Globalia Logistics Network. Dustin’s primary job consists of researching and enlisting the most competent companies for membership in Globalia. His job also entails meticulous research of the background of the members before deciding if they qualify for membership. Prior to becoming a part of Globalia, he worked for 4 years teaching English as a second language. He also spent many years working at the administrative department of a top US university. Through all this, he has developed a talent for international relations and communications.

Interview with Dustin Brown from Globalia Logistics Network
Dustin Brown- Membership Development Coordinator of Globalia

Q. Tell us a bit about your experience at Globalia?

A. It’s been a few years now that I have been a part of the Globalia team and my experience here has been very satisfying. We have a small close-knit team who works together to help our members and solve any issues they might be facing. Moreover, working at Globalia has taught me a lot about client research, client communication and the job of enlisting new members to extend the coverage of our network.

Q. Tell us about your job. Do you find your everyday tasks interesting?

A. My everyday work is not only interesting, it can also become very demanding at times. My most important task consists of conducting in-depth research about the companies of the membership applicants to determine their trustworthiness. As you know, only the most competent, reliable and financially solvent independent freight forwarders make it to our network. Our strict membership criteria allow us to provide a safe work environment for all our members.

My task also entails connecting with potential members and informing them about how as one of the best freight forwarding networks Globalia can help them with increasing their business volume. I try to ensure that our network keeps expanding to cover all the major cities/ports around the world. Lastly, as the Membership Development Coordinator, I am the first person our members contact before becoming a part of the network.

Q. Which is the most challenging aspect of your work?

A. Conducting the thorough selection process to determine the financial solvency, competence, creditworthiness, business volume, market reputation and competitiveness of the members proves to be a highly demanding task that requires lots of time and effort. The territorial exclusivity that Globalia offers makes it even more important to conduct the selection process meticulously. Additionally, communicating with agents from so many different cultural and linguistic backgrounds is both exciting and challenging at the same time.

Q. What is the most important objective of your team with regard to sales?

A. The most important task of our sales team is to expand the coverage of Globalia Logistics Network. Our motto is to increase our outreach to cover all the important cities/ports in the world. To this end, our PR and Marketing team organizes many promotional campaigns. Moreover, as the Membership Development Coordinator, I reach out to the leading forwarders who have to meet all the requirements to become a part of our network.

I believe in putting myself in my customers’ shoes and easing any pain points they might have. The satisfaction of our agents is our ultimate objective and to this end, I will keep putting in my best effort.

Q. In your opinion, which is one of the less known benefit for Globalia members in terms of sales?

A. One of the less known benefit for members in sales terms is undoubtedly the referral program. The members need to suggest to us the names of trustworthy freight forwarders in cities that are vacant at the moment. If this referred agent makes it into our network, the member will obtain a 25% discount on their membership. They can avail of a maximum of 4 discounts of 25% every year by referring their industry peers. This implies the chance of paying zero membership fee in the next year! Moreover, agents who go for membership in more than one territory are required to pay just 50% of the membership fee for every additional branch.

Q. Globalia turned 5 last year. Is there any new benefit that you are offering this year?

A. That is a good question. In the last 5 years, we have developed a wide-coverage network with reliable freight forwarders, However, we are always looking for new ways to give our members the best benefits and service. That is why, this year we have launched new logistics courses exclusively for our members, in cooperation with CIFFA and Container XChange. The objective of this online e-learning platform is to allow members to upgrade their skills and knowledge base by training their employees.

Q. What do you like most about working at Globalia?

A. The best part about working here is surely the warm, friendly and positive work environment. My seniors allow me to exercise my creativity and allow me to try out new approaches to each aspect of my work. Additionally, my colleagues as well as my seniors are very considerate and encouraging. Even during a large part of the last two years when we were working from home, our team was constantly in touch and we coordinated all our tasks online. Despite finding my work challenging, I thoroughly enjoy it since I love to resolve issues and experiment with new strategies to improve our services. The positive and energetic office ambience further fosters my productivity. Lastly, over the past years, my work relationship with my colleagues has transformed into friendship. We are a united team that helps each other out, communicates frequently, and comes together to solve the problems of our clients.

Q. What are the work ethics that inspire you?

A. Honesty, ingeniousness and the expertise to solve tricky situations and come to the right decisions are a few of the qualities I have picked up during my career. I firmly believe that transparent communication, resourcefulness, and operational integrity can help us reach out to more forwarders and enable our agents to place them successfully in the industry. I believe in putting myself in my customers’ shoes and easing any pain points they might have. The satisfaction of our agents is our ultimate objective and to this end, I will keep putting in my best effort.