Connie L. Hale

***** ****** ** ************ ** **149

Phone: 440-***-**** Email: ad2puz@r.postjobfree.com LTL Freight CLAIMS COORDINATOR & COLLECTIONS

Business-focused leader with expertise in spearheading all aspects of transportation and logistics claims management, corporate/technical training, collections management, account management, and client/customer service management. Exceptional process and project management experience with a proven background in developing strategic plans, project goals, and training workshops while investigating and assessing claims, determining cause, scope, and damage/loss, analyzing information, and negotiating complex settlements. Experience in building and leading teams, leading project solutions that meet business, budget, and scalability requirements, and managing multiple priorities simultaneously in fast-paced environments.

LTL Claims Management

Collections Management

Training & Development

Cost Savings & Analysis

Policy/SOP Development

Account Management

Carrier & Client Relations

Team Building/Management

Productivity Improvement

EDI Customer Invoicing

TMS Transportation management

system

Research & Data Analysis

P ROFESSIONAL E XPERIENCE

SUMMARY OF QUALIFICATIONS

● Strong customer service experience, with the ability to focus on very large corporate accounts.

● Provided a high level of customer service and client relations based on outstanding communication and interpersonal skills.

● Superior communications skills in dealing with customers, co-workers, and employees. Both verbal and written skills are strong.

● Well-organized and highly efficient working in a multi-tasking dynamic environment. Ability to plan, organize, and supervise the work of others.

● Main focus, to always reflect a professional corporate image. Redwood Logistics/Simplified Logistics Westlake, OH 2022 - Present LTL Freight Claims Coordinator Analyst

Worked closely with the upper management team and as an oversight of all LTL claims for this LTL brokerage and provider of logistics consulting, transportation management, and freight audit and payment services including the assistant to Senior manager of a 5-person team, reporting on weekly department numbers, assisting on continuous engagement and calls with carriers, and facilitating weekly department meetings.

Conduct regular audits, collaborate with customers to address, resolve, and settle claims, and negotiate settlements with all carriers and customers on damaged or lost freight.

Create and implement department policies, procedures, and SOPs while working closely with the litigation team on active cases; served as 2nd lead for any internal and external issues.

Constantly review and ensure that all carriers are in compliance with tariffs, rules, and regulations; assisted in weekly meetings to discuss stats and the visibility of claims closed for that current week.

Serve as the primary escalation point for the team when roadblocks occur, or carriers refuse to pay for damaged and/lost shipments.

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Redwood Logistics/Simplified Logistics Westlake, OH 2013-2022 CUSTOMER SUPPORT MANAGEMENT SPECIALIST

● Pre-audit daily uploaded files, based on carrier contracts, to assure correct billing to clients

● Create and maintain audit reports for current and historical shipping and costing data for clients’ accounts.

● Review and maintain customer pricing agreements with LTL carriers.

● Validate that shipping carriers are within compliance with customer shipping contracts. ● Review weekly and historical reports to determine areas of cost savings for customers. ● Request weekly funds from clients to assure payments to trucking carriers.

● Review and audit the integrity of data/information entered to company systems via third party vendors.

● Act on customers behalf to identify and resolve any issues with trucking companies.

● Conduct meetings, when necessary with the customer and carriers to resolve any outstanding Issues.

● Process and file overcharge claims on the behalf of the client.

● Work closely with the Account Managers assigned to the account to assure all reporting changes are conducted as well as to work together with any areas of improvement that are needed.

● Work weekly aging’s with carriers to assure that all billing is processed within the clients yearly billing cycle, as well as to have all billing issues corrected by the carrier if needed.

● Audit all data through EDI portal received from carriers for invoicing. WARNER WALLCOVERING FAIRLAWN, OH 2012-2013

NATIONAL ACCOUNTS COORDINATOR

● Maintained all buyers, Terms of agreements. Worked closely with on-site Attorney for all accounts set up, to assure all legal aspects are handled appropriately.

● Worked directly with each buyer to assure that account was set up and noted for discounts and promotions. ● Handled all data excel spreadsheets for product uploads for each vendor's online data transfer between companies.

● Worked with IT to process the flow for EDI. For all ecommerce accounts which are electronic data interchange, for the exchange of business documents. This was used for order processing within our customer service department.

● Worked with management to deliver bi-weekly reports of all Ecommerce Company set up and activity. ● Worked with sales representatives for all future buyer development, for sales and marketing. WARNER WALLCOVERING FAIRLAWN, OH 2009-2012

CUSTOMER SERVICE SUPERVISOR

● Worked to develop a team, both in house and at outside office, not only to provide good customer service, but also a very sale driven team and with product and technical experience.

● Performed employee reviews and maintained all employee files and processed payroll to submit to HR. ● Handled future employee interviewing.

● Develop all tools used for customer service, forms; excel pricing sheets, database for returns and technical issues.

● Worked with management to assure that each employee received information for all future product lines and spec information.

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● Handled all orders for production in manufacturing to maintain a good inventory level for the product.

● Scheduled all logistics for all drop ship orders. Worked to get the best quotes for customers outgoing shipments Received the award for Best Customer service in the Wallcovering industry, from Sherwin Williams 2012. Worked closely with our Credit department supervisor to review customer accounts for the process of any credits or debits that was required on the customer’s account. And to work with the customer on any issues. WARNER WALLCOVERING FAIRLAWN, OH 2007-2009

CUSTOMER SERVICE TEAM LEAD

● Worked closely with outside office supervisor as an in-house correspondence at the corporate office.

● Helped to develop a new customer service team and worked daily to train and organize the department. ● Worked with management to assure that all company policies are set and being met.

● Reported weekly to the outside supervisor of any inner office issues.

● Kept records and documented all employee recommendations as well as employee’s being reprimanded. WARNER WALLCOVERING FAIRLAWN, OH 2005-2007

CUSTOMER SERVICE REPRESENITIVE

● Handled a large call volume, 100 plus calls daily. ● Processed orders received by call, fax and email.

● Worked to process quotes for material as well as logistics, for shipping.

● Released orders daily and tracked to assure orders were received on time to customers. ● Processed orders by credit card check by fax and customer with open terms.

● Handled and maintained 8 sales representatives. To assure new sampling and all marketing material was received in a timely manner.

FASHION WALLCOVERING CLEVELAND, OH 1996-2005

MARKETING ASSISTANT

● Maintained large corporate accounts, such as Home Depot, Lowes, and Sherwin Williams. ● Set up discount levels for all companies

● Shipped display books to each store location.

● Worked with National accounts main contacts to assist in getting marketing material that is needed as well as to set up any promotions for store locations.

● Worked and assisted in Trade shows, to promote top selling products and new products to the market. For Designers, Architects, Painting and General Contractors as well as Hardware stores. EDUCATION

Comp leted c om p a ny s e mi n a r s Warner Wallcoverings, F ai r l a wn, O H How to handle customer complaints and maintain their confidence How to handle employees with personality issues.

How to work to build confidence in others.

How to make customer service matter.

Sept 1985 - Sept 1986 Cambridge Technical Institute, Cleveland, Oh Page 3 of 4

Word processing \ Secretarial courses \ Computer courses June 1985 High School Graduate: Lincoln West High School, Cleveland, Oh

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Software & Tools: Microsoft Office (Word, Excel, PowerPoint, Outlook) Main frame AS 400, ERP System 21 Aurora, TMS – Transportation insight / Mercury gate, NetSuite / ORACLE – Accounting / Financial Management REFERENCES - Quickly given upon request.

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