Michael E. Adams

Dynamic Regional Manager with over 20 years of extensive, progressive experience in customs compliance and client service within the Canadian and U.S. customs brokerage sectors. Excellent manager, passionate about the development, mentorship, and support of direct reports and teams, propelling them to reach their full potential, to in turn attain high-quality business results. Key areas of interest include performance management & appraisals; talent management, including recruitment; succession planning, and employee relations, including engagement and retention, designed to align individual productivity with organizational goals.

Superior knowledge of customs regulations and compliance processes, blended with exceptional leadership, consistently drives operational excellence.

Regional Manager, Client Service - Manage Regional SMB Services - Livingston International Inc. - Mississauga, ON, Canada

(2008-06 - 2025-06)

• Cultivated strong account relationships within the SWO/NRI/GTA SMB account base.
• Oversaw the activities of the Service Coordinator (SC) group, ensuring effective support.
• Provided coaching, guidance, training, and development for the SC team.
• Enhanced client retention and growth through upselling and cross-selling initiatives.
• Conducted rate renegotiations, performed data analytics, and formulated pricing recommendations, leading to successful contract finalization.
• Executed resource planning and conducted performance appraisals.
• Primary escalation point, relative to ongoing client concerns, maintaining high levels of client satisfaction.
• Monitored the P&L, responding proactively to key variances.
• Identified systemic client issues, diagnosed causal factors, and led collaborative interdepartmental resolutions.
• Stabilized the client base through consistent account management and proactive outreach.
• Minimized the forecasted lost business budget.
• Delivered ongoing support and guidance to direct reports to facilitate the effective execution of their responsibilities.
• Collaborated with legal and other stakeholders to negotiate and resolve historical outstanding issues.
• Acted as a key presenter for client-centric webinars to bolster client education and awareness.
• Met and exceeded revenue and retention targets annually while navigating target increases.
• Partnered with the SBS SWO group to implement a structured follow-up process for new accounts, mitigating client drift and preventing business loss.

Director, Compliance and Consulting Services - Directing Activities of Compliance Group - Thompson Ahern & Co. Ltd. - Mississauga, ON, Canada

(2006-01 - 2008-06)

Directed operations of the Canadian customs consulting group, ensuring compliance and efficiency. Provided general trade and regulatory consulting services for both existing and potential clients.

• Managed group HR activities, including staffing, resource planning, and performance evaluations.
• Monitored compliance within Thompson Ahern customs operations, advising on regulatory adherence.
• Evaluated tariff system information through regular assessments, advising clients and management of findings.
• Supported sales and service initiatives as required to enhance client offerings.
• Facilitated the establishment of new accounts, including audit appraisals and effective implementation of client/vendor tariff data.
• Identified and articulated new avenues for revenue generation within the group.
• Developed and delivered a comprehensive compliance training program.
• Revised account start-up procedures to streamline processes.
• Conceptualized and delivered a series of technical seminars covering classification, NAFTA, Customs 101, AMPS, and compliance.
• Provided ongoing education for current clients regarding regulatory obligations and the potential ramifications of non-compliance, including insights into the Administrative Monetary Penalty System (AMPS) program.

Director, National Accounts - Manage Client Satisfaction - Willson International Ltd. - Mississauga, ON, Canada

(2004-04 - 2005-12)

Oversaw client service operations for top-tier accounts, ensuring satisfaction and effective communication.

Director, Customs Compliance and Consulting - Directing Compliance/Consulting Activities - Willson International Ltd. - Mississauga, ON, Canada

(2002-09 - 2004-04)

Directed the operations of the Canadian Customs Consulting Group, ensuring high standards of compliance and client service.

Senior Trade Consultant - Cole International Inc. - Mississauga, ON, Canada

(2000-04 - 2002-09)

Provided expert trade and regulatory consulting services as well as technical customs advice.

Technical Service Representative - Cole International Inc. - Mississauga, ON, Canada

(1997-11 - 2000-04)

Delivered exceptional customer service and technical customs support to clients.

Ontario Secondary School Graduation Diploma - O.S.S.G.D - C.D.C.I. - East High School (1978 - 1982)