Customer Service Experience

VICTORIA FALKENHEIM

GLOBAL LOGISTICS AND CUSTOMER EXPERIENCE

MANAGER

Highly focused, motivated, and results oriented individual whose success comes from knowledge, practical & educational background, personal drive and passion for people and success. Highly experienced and believe in providing exceptional customer service for everyone I come in contact with. Established success in negotiation and conflict resolution while consistently growing prosperous customer relationships. Proven ability to exceed goals in a fast-paced work environment while managing multiple tasks with excellent time management and problem solving skills. My ultimate goal is to provide value to the organization I am a part of.

Oct 2017 - Apr 2020 PRESCHOOL TEACHER

Noah's Ark Preschool, Henderson, Tn •

Develop educational activities and

curriculum to stimulate the children

• Train new teachers

• Establish policies and procedures for

inside and outside the classroom •

Become familiar with emergency

procedures and protocol

• Clean and sterilize equipment and toys

daily

• Provide weekly schedules for children

and parents

• Supervise children at all times

• Create arts and crafts for children

• Comfort children in times of need

731-***-**** **************@*******.***

career objective

experience

Henderson, TN 38340

Jan 1997

GENERAL STUDIES

Missouri Southern State University

Jan 1995

GENERAL STUDIES

Harding University

Jan 1995

SCHOOL IN GENERAL STUDIES

Seneca High School

education

• Discuss development with parents •

Participate in fundraising for the school

• Promote literacy and early education.

Jan 2007 - Jan 2008 OFFICE MANAGER/LOGISTICS SPECIALIST Pur-O-Now, Bentonville, AR

Jan 2003 - Jan 2007

• Used my expertise in order to help a

brand new start up company build

relationships with new customers and

carriers in order to offer tailored

services that would meet their needs •

This include organizing LTL, Truckload,

and Rail services, while managing all

aspects of these services • Successful in

helping to manage the warehousing

services and special projects division

which included storage, order

fulfillment, unloading/loading of

containers or trailers, organizing dray

from the ports, pick and pack, reworks,

and EDI

• Successful in offering the excellent

customer service of a small, intimate

company while providing services and

benefits of a large company.

REVERSE LOGISTICS

COORDINATOR/PROCESS IMPROVEMENT

FACILITATOR

ETA/NYK Logistics Americas, Inc,

Bentonville, AR • Managed the

outbound movement,

tracking, tracing and booking of freight

from our company warehouses back to the

vendors while making a profit • Successful

in assisting the Branch Manager in the

process of sending, tracking, and receiving

yearly bids to current carrier base •

Successful backup for the OS&D Manager

in covering all aspects of this department,

working with both customers and carriers

to maintain both an efficient and cost

effective way to handle claim issues •

Successfully help other departments within

my branch to book loads, track and trace

movement of freight, set up new customer

and carrier accounts while maintaining my

own customer accounts • Helped to

increase Intermodal division by 75%+

Jan 2001 - Jan 2003

• Travel on occasion to not only our

branch, but other NYK facilities as a

facilitator, teaching our process

improvement program.

LOGISTICS MANAGER

Buske Lines, Inc, Granite City, IL •

Managed rate negotiations while helping

department to book freight with

customers and selling freight to carriers

while making a profit; maintaining

successful relationships with both • Daily

building, tracking and tracing of loads with

accurate and immediate notification and

follow-up of problems to customers and

carriers

• Dispatching of drivers

• Inside and outside sales, setting up new

customers and carriers for Buske

employee's use • Monitoring monthly

revenue, loads booked, and the

addition of new brokerage employees •

Page 3 of 4 - Created company training

manual for other Buske inc

• Offices

• Provided company with 24 hour on-call

availability

• Meeting and exceeding all goals set by

upper management.

skills

• Customer Experience Management • Logistics, Operations & Project Management

• Financial & Rate Negotiations Management • Team Building, Training & Change Management

• Drive and Instruct Process Improvement • Drive Cost Savings & Profitability

• Reverse Logistics Expert • Strategic Planning, Problem Solving & Data Analysis

• Sales and Rate Negotiations Management •

• Billing, Accounts Payables/Receivables Management SOP Creation and Inventory Control Management

additional information

Honors-Awards 2002 MVP Award 2006 Monthly MVP Award 2006 Impact Award Victoria Falkenheim Global Logistics, Customer Service, and Customer Accounts Manager Henderson, Tennessee, United States 2002 MVP Award - Publicly awarded. Award included company wide recognition, monetary bonus and a company plaque. 2006 Monthly MVP Award - Included branch-wide recognition, monetary bonus, and extra vacation time. 2006 Impact Award - Awarded 1 0f 5 awards for company's process improvement program with company wide recognition, monetary bonus, company jacket, and company plaque. awards

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