PORTFOLIO The Official Publication of International Container Terminal Services, Inc.
September 2014
ICTSI is Philippines’ top ASEAN firm
PORTFOLIO
INTERNATIONAL EDITION
ICTSI OPERATIONS
TABLE OF CONTENTS
COVER STORY 4 ICTSI is Philippines’ top ASEAN firm
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ICTSI NEWSBREAK 6 CMSA positions Port of Manzanillo among Latin America’s leading ports
7 AGCT welcomes “Ocean Three” alliance in Rijeka
10 ICTSI holds global 10 SCIPSI celebrates legal conference 39th anniversary
T h e O f f i c i a l P u b l i c a t i o n o f I n t e r n a t i o n a l C o n t a i n e r Te r m i n a l S e r v i c e s , I n c .
International Container Terminal Services, Inc.
AUGUST 2014
11 DIPSSCOR holds GEARING UP annual sportsfest 7 NICT receives third quay crane
9 MMDA features DO GOOD ICTSI Foundation’s 8 ICTSI launches solid waste international management college scholarship program in with Northeastern community University leaders meet
9 Social security for ICTSI Foundation’s Eco Patrols
T h e O f f i c i a l P u b l i c a t i o n o f I n t e r n a t i o n a l C o n t a i n e r Te r m i n a l S e r v i c e s , I n c .
SIDE B 12 At the frontline: MICT customer care agents
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PORTFOLIO
INTERNATIONAL EDITION
COVER STORY
ICTSI is Philippines’ top ASEAN firm Bags Corporate Excellence Award – Large Enterprise in inaugural ASEAN Business Awards
T
he ASEAN Business Advisory Council (ABAC) of the Philippines honored International Container Terminal Services, Inc. (ICTSI) with the highest business recognition, the Corporate Excellence Award – Large Enterprise, at the inaugural of the ASEAN Business Awards – Philippines.
Receiving the plum award are (from left): Arthur R. Tabuena, Treasury Director and Head of Investor Relations; Fernando L. Gaspar, Senior Vice President and Chief Administrative Officer; and Lirene C. Mora-Suarez, Regional Legal Manager for Asia-Pacific. Mr. Gaspar holds the Corporate Excellence Award – Large Enterprise trophy, while Ms. Mora-Suarez holds the finalist trophy.
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T h e O f f i c i a l P u b l i c a t i o n o f I n t e r n a t i o n a l C o n t a i n e r Te r m i n a l S e r v i c e s , I n c .
International Container Terminal Services, Inc.
SEPTEMBER 2014
Philippine President Benigno S. Aquino III (third from left) congratulates Mr. Gaspar during the awards’ gala night. Also on stage were (from left): Secretary Gregory L. Domingo of the Department of Trade and Industry; Secretary Albert F. Del Rosario, Department of Foreign Affairs; Manuel V. Pangilinan, Philippine Long Distance Telephone Co. Chairman; Teresita Sy-Coson, SM Investments Corp. Vice Chairperson; and Jay Y. Yuvallos, Interior Basics Export Corp. President.
In selecting ICTSI, ABAC cited the Company for “not only for its outstanding growth performance, but also for its commitment to the welfare for its employees, as well as its impactful corporate social responsibility programs.” His Excellency, Philippine President Benigno S. Aquino III presented the accolade to ICTSI during awarding rites last 9 September at the New World Hotel in Makati City. Over 50 companies were nominated to the awards that highlight Philippine companies making an impact on the overall growth of the ASEAN region. A shortlist of 18 finalists vied for the six top awards, with ICTSI bagging the plum. ICTSI will lead the group of top awardees in November when the six top awardees represent the Philippines in the regional ASEAN Business Awards in Myanmar. The Philippine winners will compete with the national winners of the nine other ASEAN member countries. In his speech, President Aquino expressed his confidence in the skills and talents of Filipinos believing that Filipinos can compete with their ASEAN neighbors as the regional block integrates next year.
“The nominees and awardees here today are those who will ensure that in the era of globalization, the Philippines will not merely stay afloat, the Philippines will excel. All of you here today are the individuals who, in the coming years, will carry our message to the world that the Philippines works, and that the Filipino is world class,” President Aquino said. He further noted that as the country welcomes an integrated Southeast Asia, all companies around the Philippines are entering a global competition of their own. He is hopeful that the awardees would not rest on their laurels, but be inspired to pursue even greater heights. “I am likewise hopeful that companies across the archipelago can follow the examples that our nominees and winners today have set, so that we may show our countrymen, the Southeast Asian region, and the entire world, the skill and talent that runs through the veins of every Filipino,” he said. President Aquino was with Secretary Gregory F. Domingo of the Department of Trade and Industry, and Secretary Albert F. Del Rosario of the Department of Foreign Affairs. ABAC Philippines is the country’s representative to the ASEAN Business Advisory Council, the regional platform created by ASEAN leaders to provide private business sector feedback and guidance to boost the region’s efforts towards economic integration and identify priority areas for consideration by the ASEAN leaders. Manuel V. Pangilinan, Philippine Long Distance Telephone Co. Chairman; Teresita Sy-Coson, SM Investments Corp. Vice Chairperson; and Jay Y. Yuvallos, Interior Basics Export Corp. President, head ABAC Philippines.
SM’s Ms. Sy-Coson (second from left) together with Messrs. Tabuena and Gaspar, and Ms. Mora-Suarez.
T h e O f f i c i a l P u b l i c a t i o n o f I n t e r n a t i o n a l C o n t a i n e r Te r m i n a l S e r v i c e s , I n c .
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PORTFOLIO
INTERNATIONAL EDITION
ICTSI NEWSBREAK
CMSA positions Port of Manzanillo among Latin America’s leading ports A year into operations, ICTSI Mexican terminal surpasses productivity targets
By Lorena Valero
Contecon Manzanillo, S.A. (CMSA), developer and operator of the second specialized container terminal (SCT-2) in the Port of Manzanillo in Colima, Mexico, celebrated its first anniversary with CMSA significantly surpassing all expectations. With the opening of SCT-2, CMSA cemented Manzanillo’s position as the leading port in Mexico, further boosting the Port’s rank both regionally and globally. Today, the Port of Manzanillo is the fifth largest port in Latin America and 66th largest in the world. Moreover, the new terminal has raised port capacity by 100 percent, doubling existing volumes. Though the official inauguration took place on 1 November 2013 with His Excellency Mexican President Enrique Peña Nieto inaugurating SCT-2, actual operations started in 5 August with the arrival of the terminal’s first vessel from Danish megaliner Maersk. During the anniversary celebrations, Enrique Gutiérrez, CMSA Managing Director, said that since that date, container traffic has increased, even surpassing productivity targets for the new terminal. He also proudly spoke of the achievements attained during such a brief period, expecting volume to continue its upward trend given the better
services the Company offers to port users. “Today we can affirm that our offering is the best one in the Port, because of the tangible competitive services we offer our clients. For example, our facilities include well planned and strategically ordered spaces that provide greater amplitude compared to other terminals,” says Mr. Gutiérrez. The SCT-2 boasts of modern facilities. The berth is equipped with four super post-Panamax quay cranes, the largest in the ports industry, long enough to reach a vessel of up to 22 containers wide. CMSA’s operations use the Navis4 system, widely regarded as the industry’s best software, supporting fully automated operations and processes. Total investment for the three-phase, 12-year development plan of the terminal would amount to MXN 7 billion pesos. The first phase has been completed with an investment nearing MXN 3 billion pesos. “Investments have primarily been
channeled to building infrastructure and acquiring latest generation equipment for port management, including process management tools and resources to support personnel training. Our operations also had a direct positive impact on the port’s social and economic development, yielding some 400 direct jobs and over 1,100 indirect ones, amounting to close to MXN 70 million pesos in annual salaries,” adds Mr. Gutierrez. He concludes: “A year after the first vessel arrived at our terminal, we can guarantee that CMSA is effectively fulfilling a commitment to strengthening Manzanillo’s positioning as the country’s leading port, and consolidating it as the main gateway for Mexico’s foreign trade. Modern infrastructure, world-class equipment, and leading edge technology compounded with best industry practices, absolute transparency and agility in all our processes, and excellent client service, make CMSA the best port services option on Mexico’s Pacific Coast.” The Specialized Container Terminal-2 in the Port of Manzanillo, Mexico.
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T h e O f f i c i a l P u b l i c a t i o n o f I n t e r n a t i o n a l C o n t a i n e r Te r m i n a l S e r v i c e s , I n c .
International Container Terminal Services, Inc.
SEPTEMBER 2014
AGCT welcomes “Ocean Three” alliance in Rijeka ICTSI Croatian terminal is alliance’s first port of call for Adriatic service By Iva Roman
Adriatic Gate Container Terminal (AGCT) welcomed the alliance of three megaliners, CMA CGM, China Shipping Container Lines (CSCL) and United Arab Shipping Company (UASC), in the creation of “Ocean Three,” a joint service covering international trade lanes in Asia–Europe, Asia–Mediterranean, the Transpacific and Asia–US East Coast. The Ocean Three alliance, on the other hand, recognized the importance of the Port of Rijeka as a key trade gateway in the Adriatic, choosing AGCT as the first port of call for one of its services, the Adriatic service PHOEX. The mega alliance effectively created new connections between Rijeka and Asian ports. PHOEX is Ocean Three’s Asia–Mediterranean route. It has four weekly services: two to the Mediterranean, one to the Black Sea, and one to the Adriatic. With PHOEX, transit times from Shanghai, China to Rijeka will be 29 days, 26 from Busan, South Korea, 24 from Ningbo, China, 21 from Chiwan, China and 16 from Port Kelang, Malaysia. On the other hand, the Asia–Europe trade route will have four weekly services, which complements two existing services, effectively offering a total of six departures a week. The Transpacific trade route, meanwhile, has four weekly services to California and one service to the United States and Canada’s Pacific Northwest. Lastly, the Asia–US East Coast route will have one service via the Suez Canal and one service dedicated to the Gulf of Mexico. These transatlantic agreements are being finalized and will be announced soon.
The three megaliners will implement Ocean Three through a combination of vessel-sharing, slot-exchange and slot-charter agreements.
The Adriatic Gate Container Terminal in the Port of Rijeka, Croatia.
GEARING UP
NICT receives third quay crane By Taketoshi Toyama
The Naha Port Authority commissioned and handed over a third quay crane last 28 July to Naha International Container Terminal in Okinawa, Japan. A post-Panamax quay crane manufactured by Mitsui Zousen / Paceco, the new quay crane increased productivity in the terminal. Recently, NICT has been experiencing growing volumes with improving international trade in southern Japan. T h e O f f i c i a l P u b l i c a t i o n o f I n t e r n a t i o n a l C o n t a i n e r Te r m i n a l S e r v i c e s , I n c .
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PORTFOLIO
INTERNATIONAL EDITION
DO GOOD
ICTSI launches international college scholarship with Northeastern University By Joy Lapuz
International Container Terminal Services, Inc. (ICTSI) will choose two incoming college freshmen from select public high schools in the Philippines, who will be given the opportunity to pursue college education at the Northeastern University (NU) in Boston, Massachusetts in the United States. The ICTSI-NU scholarship is open to all top senior high school students of 211 public high schools located in areas where ICTSI operates in the Philippines: Manila, Olongapo City, Bauan in Batangas, Misamis Oriental, Davao City, Tagum City and Gen. Santos City. The ICTSI Foundation, Inc., the scholarship program implementer, tapped the assistance of the Department of Education (DepEd) in the selection process. The scholarship fund covers full tuition and fees, airfare, board and lodging, books, insurance, visa processing and other expenses related to undergraduate requirements. Foundation officers process and screened the applicants together with a DepEd representative and a consultant specializing in teen psychology. The two scholars will commence their studies in September 2015. In March, Darryl Tynen, NU Assistant Director for International Admissions; Filipina Laurena, ICTSI Foundation Deputy Executive Director; and Cecille Anyayahan of DepEd made the rounds of the schools in Bauan, Misamis Oriental, Davao City, and Tagum City. Mr. Tynen gave an orientation on NU and the scholarship program. He also met the existing high school scholars of the ICTSI Foundation. Founded in 1898, NU is a global, experiential, research university built on a tradition of engagement with the world, creating a distinctive approach to education and research. The University offers a comprehensive range of undergraduate and graduate programs leading to degrees through the doctorate in nine colleges and schools, and select advanced degrees.
Darryl Tynen, Assistant Director for International Admissions of the Northeastern University, talks with ICTSI Foundation scholars in Misamis Oriental General Comprehensive High School.
Top photo: Senior high school students at the Bauan Technical High School with Mr. Tynen.
Left photo: The Northeastern University campus in Boston, Massachusetts.
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T h e O f f i c i a l P u b l i c a t i o n o f I n t e r n a t i o n a l C o n t a i n e r Te r m i n a l S e r v i c e s , I n c .
International Container Terminal Services, Inc.
SEPTEMBER 2014
MMDA features ICTSI Foundation’s solid waste management program in community leaders meet With reports from Jes Vinson The Parola Solid Waste Management Program (PSWMP) of the ICTSI Foundation, Inc. was among the highlights of the Metropolitan Manila Development Authority’s (MMDA) Solid Waste Management Project and Capacity Enhancement on Republic Act 9003 for community leaders last August 11. Atty. Francis N. Tolentino, MMDA Chairman, opened the event on R.A. 9003 or the Ecological Solid Waste Management Act of 2001. The event was attended by 47 finalists of Barangay Power, a contest launched by MMDA to reward communities in Metro Manila with an effective solid waste management system in place. Filipina C. Laurena, Foundation Deputy Executive Director, and Joy E. Lapuz, Foundation Senior Program Head represented the Foundation. Ms. Lapuz gave a presentation on PSWMP; while Catherine Balisi and Jovanille Orellano, Eco Patrols volunteering as
Atty. Francis N. Tolentino (left), MMDA Chairman, with Filipina C. Laurena, ICTSI Foundation Deputy Executive Director, during the opening of the exhibit at the MMDA Building.
community leads of the PSWMP, shared insights and experiences on the program. The Foundation along with select private companies who have exemplary solid waste management programs showcased their projects in an exhibition at the ground floor of the MMDA Building in Makati City. The MMDA is a Philippine government agency covering 17 cities, including the country’s capital Manila, and a municipality in the National Capital Region (also known as Metropolitan Manila).
Joy E. Lapuz, ICTSI Foundation Senior Program Head, giving a presentation on the Parola Solid Waste Management Program.
Catherine Balisi and Jovanille Orellano share their insights and experiences on the PSWMP.
Social security for ICTSI Foundation’s Eco Patrols With reports from Marie Bernadette C. de Guzman
Turnover of the AlkanSSSya units. Photo shows (from left): Joy Lapuz, Foundation Senior Program Head; Arnel Parce, Barangay 20 Chairman; Filipina Laurena, Foundation Deputy Executive Director; Luzviminda Limcauco, SSS Binondo Branch Head; Josephine Ang, SSS Binondo Assistant Branch Head / Office In Charge; and Willie Masakayan, Barangay 275 Chairman.
AlkanSSSya: social security coverage for informal sector groups.
The ICTSI Foundation, Inc. continues to improve the lives of its program stakeholders. Recently, the Foundation partnered with the Philippines’ Social Security System (SSS) to provide social security coverage to 62 Eco-Patrols, long-time and esteemed residents in the Parola informal settlement of Tondo, Manila. These Eco Patrols champion care for the environment through solid waste management in the community. They are the Foundation’s grassroots implementers of the Parola Solid Waste Management Program. Through the SSS’s AlkanSSSya Program, the Eco Patrols may drop their coin savings everyday in the slots of their designated mini compartments of one big metal box. AlkanSSSya is derived from the Filipino word alkansya, which means piggy bank. This SSS program allows workers of informal sector groups such as jeepney operators and drivers, market vendors, and garbage collectors the opportunity to avail of social protection provided by SSS through a minimal PHP 11 per day savings. The Foundation sponsored two units of safe and secure metal boxes for two barangays of Parola: Barangay 20 and Barangay 275.
T h e O f f i c i a l P u b l i c a t i o n o f I n t e r n a t i o n a l C o n t a i n e r Te r m i n a l S e r v i c e s , I n c .
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PORTFOLIO
INTERNATIONAL EDITION
ICTSI NEWSBREAK
ICTSI holds global legal conference The ICTSI Global Corporate Legal Affairs Group held its first Global Legal Conference last 28 – 29 August in Manila, Philippines. With the theme “Taking ICTSI To Higher Heights,” the conference provided a venue for all in-house counsels to share their knowledge and updates on their respective subsidiaries, to be more familiar with ICTSI’s business from a global perspective, and to be aligned with ICTSI’s corporate objectives. The two-day event was made possible through the efforts of Atty. Al-Shwaid L. Ismael, who spearheaded the organizing committee. He was assisted by Sharon Cabral and Lolito Velasco.
Photo shows (standing, from left): Atty. Ramon Enriquez, Tax Compliance Manager; Atty. Mark Acoymo, Assistant Manager – MICT Claims and Insurance; Atty. Al-Shwaid L. Ismael, Regional Legal Manager – EMEA and South Asia; Juan Carlos Garrido of ICTSI Americas; Fernando L. Gaspar, Senior Vice President and Chief Administrative Officer; Atty. Benjamin Gorospe III, Regional Legal Manager – The Americas / Corporate Legal Affairs Manager; Martin O’Neil, Senior Vice President and Chief
Financial Officer; Michael Ratrimo of MICTSL; Wesly Situmeang of ICTSI Indonesian subsidiaries; Muhammad Hunain Sikandar of PICT; Atty. Anthony Topacio, Legal Services Officer; Lolito Velasco, Paralegal; (seated, from left) Connie Chen, resource person from HFW law firm; Atty. Lirene Mora-Suarez, Regional Legal Manager for Asia and Oceania; Claudia Guerrero of SPIA; and Sharon Joy Cabral, Legal Associate. Not in photo is Ton van den Bosch, Vice President and General Counsel.
SCIPSI celebrates 39th anniversary By Rejamna Pandangan South Cotabato Integrated Port Services, Inc. (SCIPSI), cargo handler at the Makar Wharf, Port of Gen. Santos City in southern Philippines, celebrated its 39th anniversary with the theme “Nurturing Excellence through Sports.” A six-week sports festival was held, which included basketball, volleyball, darts, badminton, running and dance. The last day of the celebration was held on 30 August with a fun run activity followed by the finals of the basketball and badminton
games. A talent contest for children of SCIPSI employees, SCIPSI Got Talent, was also held along with parlor games. SCIPSI started the evening program with a dinner attended by clients and officials from the Philippine Ports Authority. The highlight of the night was a dance competition participated in by SCIPSI employees. The program ended with the awarding of prizes. Gabriel D. Munasque, SCIPSI General Manager, also delivered his message.
SCIPSI at 39: Nurturing Excellence through Sports
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T h e O f f i c i a l P u b l i c a t i o n o f I n t e r n a t i o n a l C o n t a i n e r Te r m i n a l S e r v i c e s , I n c .
International Container Terminal Services, Inc.
SEPTEMBER 2014
DIPSSCOR holds annual sportsfest By Chiara May Atis DIPSSCORlympics, the annual sports festival of Davao Integrated Port and Stevedoring Services Corp. (DIPSSCOR), was held last 20 and 27 August at Rancho Palos Verdes Sports and Country Club. A total of four teams competed in basketball, bowling, table tennis,
badminton, darts and chess. The teams were: Lavender Mermaid, Blue Whale, Yellow Dolphin and Gray Stingray. Lavender Mermaid emerged as the sportsfest’s overall champion after winning first place in basketball, bowling, badminton women’s doubles and mixed doubles, and table tennis – double events.
Gray Stingray won first place in chess, billiards – double, and table tennis – single events. Yellow Dolphins, on the other hand, won first place in billiards – single and darts’ single and double events. The sportsfest is part of the Company’s efforts to strengthen teamwork among its ranks through sports.
Lavender Mermaid team is overall champion of the 2014 DIPSSCORlympics.
Gray Stingray Team
Yellow Dolphin Team
Blue Whale Team T h e O f f i c i a l P u b l i c a t i o n o f I n t e r n a t i o n a l C o n t a i n e r Te r m i n a l S e r v i c e s , I n c .
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PORTFOLIO
INTERNATIONAL EDITION
SIDE B
At the frontline: MICT customer care agents By Jaythree Tayag Having your ear glued to a phone and your eyes fixed on the computer screen reading emails all day, going through customer inquiries and complaints, is no easy feat. Tasked with the responsibility of going through our customers’ concerns are three brave women. Three women who are challenged to keep the company’s slogan true, “Excellence Uncontained.” Jelenie Tanagras and Maizel Cereno have been with ICTSI a little over a year, while Lady April Collantes is fairly new with six months here. They are the new faces of Commercial and Risk Management Department as Customer Care Agents. As the Company’s front liners in making sure that our customers are given the proper treatment, they face many different challenges everyday. There are impatient customers who demand results immediately and there are those who may seem to have frivolous requests. The biggest challenge these ladies face on a daily basis is giving the customers 100 percent service with every call. In the call center industry, this is what they call “one and done.” This means having to resolve the problem on the customer’s first call or on first reply via email. To achieve this Je, Mai, and April have eight tips that you might want to consider in dealing with customers. 1. Listen Before you can solve the customer’s problem, you have to know what it is first. Listening helps you see where the customer is coming from. 2. Understand Now that you have heard what the customer has to say, it’s time to put yourself in their shoes. Seeing the problem through the customer’s point of view helps you find the quickest possible solution to their dilemma. 3. Elevate You know what the customer’s problem is, you know the fastest way to get a solution. The next step is to contact and relay the inquiry to the department that can best
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PortFolio is published by International Container Terminal Services, Inc. for its employees, clients, and friends.
NARLENE A. SORIANO EDITOR-IN-CHIEF
help your customer. This saves you, the customer, and the department time and energy. By knowing which department to escalate the call to, you get to the solution easier and with less effort. Do not argue with the customer The cliché that “the customer is always right” is a must, or at least make them feel that they are right. Arguing with your customer makes them feel that their concern is invalid. Make them feel that you will help them instead of trying to correct them. Resolution If the situation allows, offer a solution on the call. If you are 100 percent sure with the solution you have in mind, then by all means let the customer know. Resolving the concern before you transfer to a different department means the customer saves time on the phone. Follow up When you can, follow up with the customer or the department concerned on the status of the customer’s request or concern. Most of the time, the customer would want you to take the initiative to let them know the status of their concern. Record / Write Keep a record of the customers who call you and note down the reason they called. In doing this, you are able to go back and see the customer’s habits and the reason why they call. Learn Learning the customer’s complaints gives you an idea on how you can improve the way you address them.
JUPITER L. KALAMBAKAL MANAGING EDITOR RESEARCHERS ZINNO B. GUDEZ MARIE ANNALIE T. MARFIL PAOLO MIGUEL S. RACELIS JUSTINO RAMON L. TAYAG III RONNEL P. JAVIER PHOTOGRAPHERS DEXTER F. LANDICHO EDWARD R. MILAG PHILIPPINE CORRESPONDENTS MANILA ALBERT JOSEPH R. CANCERAN MA. BERNADETTE C. DE GUZMAN MA. CONCEPCION M. DIZON ROSE A. LOBRIN RICARDO D. PAREDES JESTONIE V. VINSON DAVAO CITY CHIARA MAY C. ATIS GEN. SANTOS CITY REJAMNA S. PANDANGAN MISAMIS ORIENTAL ROGEL DENNIS MESIAS INTERNATIONAL CORRESPONDENTS ARGENTINA MAGDALENA RIANI BRAZIL FABIANA SOUZA CHINA SEAN XIE CROATIA IVA ROMAN ECUADOR KATTY OSSA BIANCHI INDONESIA RINI HERAWATY JAPAN TAKETOSHI TOYAMA MEXICO LORENA VALERO PAKISTAN MOHAMMAD ATIQ POLAND MICHAL KUZAJCZYK USA DAVID TRZYZEWSKI
If you wish to receive a copy of the PortFolio, please write, call or e-mail us at: Public Relations Office, ICTSI Administration Bldg. Manila International Container Terminal, MICT South Access Road Port of Manila, 1012 Manila, Philippines Telephone: +632 / 245 4101 E-mail: jkalambakal@ictsi.com URL: www.ictsi.com/media-center/newsletters/
Customer Care Agents: Lady April Collantes, Maizel Cereno, and Jelenie Tanagras.
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T h e O f f i c i a l P u b l i c a t i o n o f I n t e r n a t i o n a l C o n t a i n e r Te r m i n a l S e r v i c e s , I n c .