Customer Service Manager
Resume:
TOMBALL, TEXAS *****
330-***-**** ****************@*****.***
LESLIE MCDONALD
OBJECTIVE
My objective is to obtain an advanced career position within the logistics and supply chain industry. I would like to enhance the knowledge I have gained with my nine plus years work experience and continue progressing forward.
EDUCATION
University of Akron Akron, Ohio Bachelor of Science in Education with a concentration in Physical Therapy 1999-2003
WORK EXPERIENCE
Simplified Logistics LLC Westlake, Ohio
Senior Logistics Analyst October 2013 – June 2015
Proactively coordinating and responding to carrier bids for new or existing business, which includes preparation of RFPs and writing pricing contracts.
Hosting client and carrier meetings in house and off-site to educate both parties on initial implementation and on-going service expectations.
Managing 20+ multi-million dollar accounts promoting customer intimacy, resolving conflicts and issues, and monitoring performance levels.
Identifying areas for process improvement and cost savings to ensure client goals are met.
Training all client employees on using company website including rating system and BOL software
Negotiating rate increases with carriers; both annually and upon any freight profile changes.
Providing customer-specific financial analyses on a timely and ad hoc basis.
Addressing any specific client needs as they arise including tracking lost shipments, claims, expediting needs, spot quotes, etc.
Lakeshore Logistics Incorporated Broadview Heights, Ohio
Logistics Analyst March 2011 – October 2013
Used statistical software, databases and spreadsheets to provide extensive daily, weekly, and monthly financial reports.
Collaborated with associates to improve efficiency, productivity and processes.
Responsible for preparing statistical data for contract negotiations and participating in rate increase negotiations.
Evaluated existing capabilities and establishing new systems and processes for the tracking, measurement, reporting, and analysis of all modes of transportation.
Maintained performance metrics and reports for upper management and customer management.
FedEx Custom Critical Green, Ohio
Dedicated Truckload Services Coordinator May 2010- March 2011
Advised operations of specific client requirements to ensure efficient use of fleet and correct payment and revenue policies.
Worked closely with the Business Strategy Advisor to ensure accurate implementation of bid responses and tariff adjustments.
Fostered positive and productive relationships between drivers, clients and a wide variety of departments.
Monitored shipments in progress. This includes responding to service alerts while prioritizing criticality of issues.
Recognized and rewarded for excellent customer service multiple times.
Exel Logistics -
Goodyear Tire & Rubber Co. & Schlumberger Technology Corp. Akron, Ohio/ Houston, Texas
Freight Pay Manager / Financial Analyst April 2007-December 2009
Managed daily levels of errors in Manugistics TMS Freight Payment System.
Identified opportunities to coordinate carrier rates and processes between the different extensions of the customer’s transportation network.
Served as carrier liaison and subject matter expert for all customer freight payment issues.
Analyzed financial information in order to make sound suggestions about client spending.
Provided clients with detailed cost analysis reports.
Assisted carrier payment process by correcting rejected invoices and moving them through for payment.
Provided excellent customer service to client, carriers and other service providers.
Planned inbound and outbound TL and LTL shipments.
Spherion - Goodyear Tire & Rubber Company Akron, Ohio
Freight Pay Analyst March 2006-April 2007
Transportation Analyst hired in as a six-month temporary position.
Managed daily levels of unpaid carrier invoices in TMS Freight Payment System.
Performed necessary follow up for any errors or missing information in TMS Freight Payment System.
Maintained Microsoft Access Database used for review and approval of carrier detention invoices.
TECHNICAL SYSTEMS AND SKILLS
SC3
SAP
EFMS
FMS
Cass Info System
TIS (Legacy System)
Intellistor
Lotus Notes
TMS (Manugistics)
MS Office (Excel, Word, PowerPoint)
Filenet
Internet Applications
*REFERENCES AVAILABLE UPON REQUEST*
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