Customer Operations Lead Analyst / Supervisor - CJ Logistics (DSC Logistics) - University Park, IL
(2020-02)
- Supervise and manage a team of 15, including Customer Operations Specialists and Shipping & Receiving Clerks.
- Provide detailed analytics, reporting, and forecasting to customers to support operational and business decisions.
- Partner with Operations Optimization and Inventory Control teams to minimize OS&D issues and manage exceptions.
- Oversee appointment scheduling and ensure on-time inbound/outbound operations.
- Lead workforce planning analysis to improve labor efficiency and cost performance.
- Coordinate with carriers and internal departments to resolve scheduling and shipment issues.
- Conduct billing audits, track fines/fees, and ensure accuracy of customer invoices.
- Collaborate with Karelis YMS, on-site security, and spotter companies to maintain smooth yard management operations.
- Support interviewing, coaching, and disciplinary actions to ensure high team performance.
- Improved scheduling efficiency and reduced operational exceptions through enhanced communication protocols.
- Streamlined reporting processes, resulting in faster turnaround of customer deliverables.
- Leader of ESG Committee
- Primary contributor of Yard Management Systems transitions and development of Shared Services department
- Continuous Improvement- 3rd party processes and standard operation procedures.
Service Monitoring Specialist - LSC Communications (RR Donnelley Logistics) - Bolingbrook, IL
(2018-02 - 2020-02)
- Managed Tier 1 & 2 client accounts, ensuring exceptional customer service and satisfaction.
- Acted as department lead handling escalated client and carrier issues.
- Monitored and tracked client shipments, resolving delays and discrepancies.
- Delivered customized reports, mail grids, metrics, and performance documentation.
- Served as primary liaison between internal teams and external clients.
Account Executive (Contract) - Epsilon Marketing (Insight Global) - West Chicago, IL
(2017-01 - 2017-12)
- Managed campaign development and execution from concept through delivery.
- Oversaw list management, timelines, and approvals for multiple projects.
- Reviewed proofs, vendor outputs, and maintained client satisfaction through proactive communication.
Project Coordinator (Contract) - Henry Pratt (Chase Professionals) - Aurora, IL
(2016-09 - 2016-12)
- Supported order management, project coordination, and customer service for industrial clients.
- Processed RGPs, credits, and product complaints, ensuring timely resolutions.
- Maintained detailed order/submittal logs and generated management reports.
Account Representative (Contract) - DeVry University – Chamberlain College of Nursing (Chase Professionals) - Downers Grove, IL
(2016-02 - 2016-08)
- Identified and developed new clinical partnerships for nursing students.
- Evaluated and qualified healthcare agencies for future collaborations.
- Coordinated contract completion and compliance with legal and academic standards.
