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Skills

  • Procedure equipment
  • Payment processing
  • Operational improvement
  • Transportation information
  • Customer Relationship Management (CRM)
  • KPI Analysis and Reporting
  • Cross-departmental process improvements
  • Conflict resolution with clients
  • Team training and development
  • CRM system proficiency (Workday)

Work Experiences

  • Achieved a 37% reduction in average fleet fuel usage.
  • Was in charge of creating customer invoices, accepting payments, and handling refund and cancellation requests.
  • Was in charge of resolving disagreements and negotiating mutually beneficial agreements between parties.
  • Had an excellent attendance record and was always on time for work.
  • Entered customer interaction details into Tableau to track requests, document problems, and record solutions offered.
  • Coordinated group hotel bookings for weddings and special events with the sales department.
  • Achieved a 28% reduction in escalations.
  • Customer requests for products, services, and company information were handled by me.
  • Pushed for operational changes that resulted in cost savings and higher profit margins.
  • Collaborated with third-party vendors.

Summaries

  • Achieved 82% gains in client satisfaction.
  • Recognized for motivating management team members to achieve their goals and fostering innovative work environments.
  • Overall morale and productivity are boosted by experience in policy development and staff management procedures.
  • Customer-focused Reservation Agent with 15 years of Miscellaneous experience.
  • Achieved target delivery metrics.
  • Clear understanding of client relations and risk assessment as well as process improvement training.
  • Accomplished in driver coordination.
  • Ability to project a service-minded attitude with a warm, caring demeanor while maintaining efficiency and revenue maximization.
  • Successfully identified and resolved challenges while promoting company products and maintaining loyal, satisfied customers.
  • Accomplished in driver coordination and communication strategies, ensuring driver adherence to transport schedules and improving fleet-wide on-time delivery rates by 33%.

Accomplishments

  • Oversaw performance benchmarking efforts across transportation teams, enhancing KPI achievements by 17% year-over-year.
  • Optimized staffing schedules and assignments for delivery drivers, lowering overtime expenses by $10 per quarter.
  • Developed and tested automated customer communication tools, reducing inquiry response times by 80% within three years.
  • Collaborated with team of 13 in the development of method.
  • Developed a driver feedback program to promote fuel-efficient driving behaviors, reducing fleet fuel consumption by 36%.
  • Created detailed incident reports on shipping failures, driving corrective actions and reducing repeat occurrences by 66%.
  • Documented and resolved standard which led to category.
  • Established key performance indicators (KPIs) for delivery timeframes, improving customer satisfaction metrics by 50%.
  • Implemented real-time tracking systems to monitor shipments, reducing delays and lowering operational costs by 40%.
  • Successfully reduced transportation transit issues, achieving a 58% improvement in on-time deliveries within two years.

Affiliations

  • American Public Transportation Association (APTA)
  • Member of National Safety Council’s Transportation Safety Division
  • Freemason
  • North American Transportation Management Institute (NATMI)
  • Project Management Institute
  • National Association of Social Workers
  • Women in Transportation Seminar (WTS International)
  • Rotary International
  • Jaycees
  • International Air Transport Association (IATA)

Certifications

  • National Safety Council Defensive Driving Course Certificate
  • Project Management Professional (PMP)
  • Certified Business Analysis Professional (CBAP)
  • Certified Regulatory Compliance Manager (CRCM) – 2015
  • Certified Ethical Transport Officer (CETO) – 2018
  • Certified Transportation Professional (CTP) – 2023 - National Private Truck Council (NPTC)
  • Certified Supply Chain Professional (CSCP) - 2015 - APICS
  • Certified Third-Party Logistics Professional (CTLP) – 2021
  • Certified Manager of Quality/Organizational Excellence (CMQ/OE) – 2022
  • Transportation Worker Identification Credential (TWIC) - 2023

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