PROFESSIONAL EXPERIENCE
July 2022 – Present | Swan Transportation, Sandy Spring, GA
Senior Account Representative
Take a leading role in managing and overseeing operational activities for key customers.
Provide expertise in troubleshooting and resolving complex operational issues.
Collaborate with clients to optimize their processes and identify areas for improvement.
Monitor key performance metrics and provide proactive reporting to clients on operational performance.
Develop and implement processes that enhance operational efficiency and reduce costs for customers.
Lead training initiatives within the team on best practices, technology, and process improvements.
Work closely with Account Managers and other teams to drive customer success and satisfaction.
Build and maintain strong, lasting relationships with key stakeholders within client organizations.
Proactively engage with clients to explore opportunities for further collaboration and service expansion.
Build shipments in the TMS, ensuring adherence to customer-specific requirements.
Handle customer-facing calls (from customers, facilities, etc.) to address inquiries and concerns.
Respond to customer-facing emails (from customers, facilities, etc.) in a timely and professional manner.
Create, manage, and update customer Standard Operating Procedures (SOPs).
Schedule and coordinate appointments with facilities, ensuring all requirements are met.
Send Proof of Delivery (POD) to appropriate customer-facing contacts.
Monitor carrier check calls to ensure shipments are running on time and resolve issues proactively.
Plan for potential disruptions or changes in facility availability (e.g., during holidays or weather-related events) and communicate adjustments.
Update systems for customer accessorial charges and ensure accurate documentation.
Resolve operational issues promptly and ensure timely communication with stakeholders regarding any changes or delays.
Update client TMS (Transportation Management System) for new appointments, status updates, and other relevant activities.
March 2021 – January 2022 | Coyote Logistics, Atlanta, GA
24.7 Dispatch Support Manager
Ensured proper coverage and handling of inbound and outbound calls
Assisted team of 20+, within the US and Colombia, with issues as necessary and handle escalated calls when appropriate
Monitored team emails and calls to ensure protocol is followed and a high level of customer service is delivered
Conducted weekly team meetings to review KPI goals
Conducted training sessions for new hires
Ensured each member on my team stays within compliance by completing monthly IT security training
Managed attendance of team including breaks, lunches, overtime, absences, and trade shifts
Conducted semi-annual performance reviews and document achievements and performance deficiencies
Assisted carriers and customers by obtaining important load documents such as PODs, lumper tickets, BOLs, etc.
August 2017 – January 2019 | Logisticare, Atlanta, GA
Customer Service Representative
Awarded " Star Call Taker" for resolving inbound and outbound calls in a timely manner resulting in achieving the highest call clearance rate in the department
Worked efficiently with high call volumes and was one of three employees selected for an additional role of cleaning the caller queue
Coordinated the healthcare transportation needs of members through major healthcare insurance corporations while mastering the NEMT system
Complied with HIPPA regulations to provide confidentiality during calls and the handling of member documents
Trusted to de-escalate calls from irate callers with a high level of professionalism and compassion
Trained and served as a fill-in receptionist, completing the following duties: answer calls, receive packages, and security checks