Empathetic, experienced customer service and account management professional with 17 years of experience committed to building trust and rapport to maintain customer loyalty. Self-motivated leader with proven ability to multitask and communicate effectively across multiple communication sources. Personal commitment to increase industry knowledge to grow company's success and provide timely solutions for issues. Track record of high customer retention rates thanks to excellent communication and problem-solving skills. Thriving in both self-motivated and collaborative team settings.
Skills
Teamwork and Collaboration
Verbal and Written Communication
Client Support and Account Management
Complex Problem Solving and Proactive Decision Making
Proficient in Microsoft Office, Salesforce, Tableau
Negotiation and Conflict Resolution
Purchasing and Procurement
Project Development and Lifecycle
Customer Demographics Understanding
Experience
02/2022 to 01/2023
Procurement BuyerCity Of Boulder – Boulder, CO,
Apply well-developed communication, interpersonal and collaboration skills to build effective working relationships with incumbent and new transportation partners
Negotiate favorable terms, volume discounts and long-term contracts with suppliers for procurement of transportation services totaling approximately $215m in spend across 6 modes
Collaborate effectively in cross-functional team-oriented environment with internal stakeholders to drive optimization projects and align on forecasting initiatives
Develop strong rapport through effective client needs assessment and commitment to top satisfaction levels
Work closely with logistics manager to develop a strong category strategy to source the highest quality transportation providers and services
Conduct yearly and interim RFPs to solicit bids from suppliers, update item information and maintain high level of service
Manage supplier performance to ensure quality and service requirements are met through monthly status updates and scorecard review
01/2010 to 02/2022
Senior Team LeadBass Pro Shops – Tyler, TX,
Train and mentor new hires in operations and customer management with proven abilities analyzing customer trends to anticipate capacity needs for future procurement requirements
Provide specialized customer service via multiple communication channels with existing and new clients to resolve problems, grow business and find solutions
Manage carrier capacity, commitments, service levels and rate negotiations with transportation providers to ensure market profitability
Utilized Salesforce database to log calls and opportunities with customers and track tasks in pipeline
Partner with accounting team to assist with aging reports, balance due invoices and payment status
Responsible for over $8 million in sales annually for multiple partners and business units in addition to daily operational tasks, procuring transportation costs and learning a variety of TMS platforms
Capture and record important operational and accounting data sets with Excel using shortcuts, pivots and formula functions to organize and maintain aging, KPIs, and tracking reports
Lead trainer for the customer service and operations team; focus areas include time management, customer service, problem solving and proactive decision-making
Collaborate with team to improve functionality and efficiency of in house TMS system, LoadRunner, leading to streamlined day to day processes, EDI compliance and enhanced user effectiveness
Placed orders and answered customer questions in-person, through email and over phone to maximize customer service
Presented products and services to prospective and existing customers to meet client needs and increase sales
07/2005 to 01/2010
Inside Sales Associate/Office ManagerMarshall Associates, Inc – City, STATE,
Supported 6 nationwide sales associates through order management, data and product information collection, inventory analysis, and day-to-day customer service support to all accounts
Streamlined operations through the cross-docking program to provide exemplary LTL service for 3 major nationwide customers in addition to multiple smaller local accounts
Entered domestically shipped orders, maintained back order statuses, provided accurate tracking information to customers, and analyzed freight costs to provide the most cost effective logistical options
Inside sales and business development functions including new product set up, key account management, customer relationship maintenance, order fulfillment, and outside sales support to five major vendors
Developed and maintained logging processes to reduce redundancy, improve accuracy and efficiency, and achieve organizational objective of the company
Bachelor of Arts: Spanish and Communication Management University of Dayton - Dayton, OH GPA:
Additional Information
Accomplishments
O-, I 2015 3PL of the Year Award for Logistics Excellence for operational achievements in proactive decision-making, problem solving, and customer satisfaction
Strive Logistics 2012 Breakout Year Award for outstanding performance in business development and team building
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