Senior Customer Experience Manager, Intermodal at JB Hunt Transport (2022-01 – 2024-01)
Managed customer experience and account manager team in intermodal operations
- Met or exceeded volume goals 24 of 26 months in the role
- Enhanced customer experience through strategies built by analyzing customer feedback and KPI data to identify pain points and improvement opportunities
- Exceeded customer-specific performance metrics through cross-functional team collaboration
- Trained and led the account manager team on customer-centric approaches, aligning interactions with business goals, fostering a customer-focused culture, and supporting talent development and career goals
- Increased productivity and accuracy by streamlining operational procedures within team & division
Fleet Manager, JBHT at JB Hunt Transport (2017-01 – 2022-01)
Managed fleet operations including 35-50 drivers and logistics coordination
- Managed a fleet of 35-50 drivers, ensuring accurate dispatch information and tracking shipments via interface software linked to truck and trailer hardware
- Optimized productivity and reduced turnover by organizing training sessions and building positive relationships
- Ensured compliance with shipping legislation and company policy through driver safety reviews and cross-functional team training
- Maintained operational efficiency by balancing optimal shipment routes and schedules with maintenance needs
- Managed inventory and fleet expenses including labor, fuel, and equipment costs
- Cultivated and maintained positive relationships with customers, carriers, and drivers
- Improved ROI by negotiating carrier rates, pricing contract bids, and identifying spot price pop-up opportunities
- Developed service improvement plans by monitoring carrier service KPIs
Client/Carrier Manager at USAT Logistics-USA Truck (2016-01 – 2017-01)
Managed client and carrier relationships with focus on operational efficiency
- Cultivated and maintained positive relationships with customers, carriers, and drivers
- Improved ROI by negotiating carrier rates, pricing contract bids, and identifying spot price pop-up opportunities
- Developed service improvement plans by monitoring carrier service KPIs
- Supervised the collection process for accuracy and to ensure timely customer billing and payment
Operations Manager at BNSF Logistics (2003-01 – 2016-01)
Developed 3PL business model and managed operations with focus on revenue growth
- Developed a unique 3PL client business model and led the startup team to implement the new procedures
- Built client relationships to meet inside and outside sales goals
- Increased revenue and elevated service metrics through effective carrier and account management strategies
- Cultivated business relationships to improve inside and outside sales with a focus on 3PL clients
- Improved account service metrics and revenue growth through KPI management and pricing negotiations
- Ensured accuracy and prompt billing by monitoring financial processes and operational efficiency
Operations Manager, Logistics at Transplace (1999-01 – 2000-01)
Led management team and oversaw departmental operations and team development
- Led a team of 8 managers and 70 staff, overseeing hiring, development, evaluations, and scheduling
- Developed and implemented new procedures, departmental policies, and training processes
- Built a client base through sales efforts, pricing negotiations, and service quality management
- Ensured quality service levels through dispatch and load monitoring
- Increased margins through carrier contract negotiations
- Selected to be part of the Transplace startup team
- Managed client relationships and operational processes by negotiating rates, developing systems, and coordinating with teams to ensure efficient order processing and high service levels
Transportation Coordinator, NE Logistics Division at JB Hunt Transport (1998-01 – 1999-01)
Coordinated transportation logistics and carrier operations
- Ensured quality service levels through dispatch and load monitoring
- Increased margins through carrier contract negotiations
- Selected to be part of the Transplace startup team
Customer Service Rep, NE at JB Hunt Transport (1992-01 – 1998-01)
Managed client relationships and operational processes in customer service capacity
- Managed client relationships and operational processes by negotiating rates, developing systems, and coordinating with teams to ensure efficient order processing and high service levels
Broker / Client Manager at Bear Transportation (2000-01 – 2003-01)
Developed business relationships and managed client accounts with sales focus
- Cultivated business relationships to improve inside and outside sales with a focus on 3PL clients
- Improved account service metrics and revenue growth through KPI management and pricing negotiations
- Ensured accuracy and prompt billing by monitoring financial processes and operational efficiency
