Jaclyn M. Nohren

**** **** ******, *** **, *****

317-***-****

ad3sb4@r.postjobfree.com

CUSTOMER ACCOUNT SERVICE PROFESSIONAL

Profile •

More than 18 years’ successful experience in customer service and support with recognized strengths in account maintenance, problem-solving and troubleshooting, sales staff support, and planning/implementing proactive procedures and systems to avoid problems before they occur. Ability to train, motivate, and supervise customer service employees.

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Building trusting and strategic customer facing relationships with global customers and collaborating with internal teams to creatively solve challenges our customers may encounter

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Excellent working knowledge using Windows; Microsoft Excel, Microsoft Word, Microsoft Access, and DAT.

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Communicate updates proactively and accurately ensuring a customer centric approach. Analyze customer inquiries and provide quality and timely insights and updates to your customers. Proactively identify opportunities to improve operational efficiency

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A team player, acknowledged as “Total Quality Customer Service Professional.”

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Develop plans, conduct audits, and variance analyses, and maintain/update accurate inventories.

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Synopsis of Achievements

Have taken over managing difficult white clove accounts that others have had trouble with and exceeded customer’s expectations.

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Single handedly managed first full truckload brokerage account. Offering 24hr availability to the customer to meet and exceed their needs.

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Been point person with key accounts including travel, on site stays, and start to finish processes.

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In conjunction with company’s transportation manager, reduced freight expenses by 20%.

Employment

The UPS Store Nov. 2023-Current

Store Manager

Manager of 8-10 employees

Daily shipping

Daily printing

Mailboxes- mail delivery

Customer Concerns

Backoffice workload

oBilling

oOrdering of Supplies

oPaying Bills

oStamps

Tri-State Forest Products May 2023-Oct. 2023

Brokerage Manager- New Position

• Set up of new direction and procedures to complete on time delivery and budget lanes

•Create budget lanes with Management and introduce analysis-based reports

•Cold- call and set up new programs to assist in locating new customers

•Analyze percentage of shipment types, areas, and truckload and ltl needs.

Big M Transportation Dec. 2022- May-2023

Brokerage- Account Manager

Worked directly with Manager to find and make cold calls directly related to our strengths.

Completed beginning to end onboarding of new clients

Worked with carrier manager when need to help cover loads

Worked with Manager on current over all world shipping highs and lows, in season, and upcoming season expectations.

Prime Distribution/CH Robinson 2018-2022

Sr. Service Assurance Manager

•Worked directly with manager to mainstream analysis process, work quickly through reporting to get down to what directed any negative impact and reverse by networking internally with Account Management, Operations, and Capacity teams

•Exhibit demonstrated negotiation, collaboration, and influencing skills

•Have engaged in many directional changes of department by adding new policies, new job functions, and evolving with the ever-changing nature of this global pandemic

Tri-State Forest Products- Indianapolis, IN

Transportation Specialist/ Manager New/ Created Position 2018-2018

•Recruit and set up of all new carriers to widen carrier base.

•Schedule all Tri-State Transactions-

Mill to Customer

Mill to 1 of 9 Tri-State Locations

Transfers between Tri-State Locations

•Work directly with Mills and Receivers to accommodate all requirements.

•Set up of new direction and procedures to complete on time delivery and budget lanes

•Create budget lanes with Management and introduce analysis-based reports

Progistics Distribution- Las Vegas, NV 2017-2018

Transportation Linehaul Planner/ Vendor Pickups

•Process orders that are registered for pickup.

•Confirm orders are ready for pickup at Vendor

•Request coverage from providers and confirm rates are 2017-2018 within budget.

•Book orders in Forward Air that are not moving on the linehaul

•Schedule deliveries to our Crossdocks to move through the linehaul.

•Work with our linehaul team to combine pickups with providers that are in our linehaul system.

•Work directly with YRC and Vendor to assure Vendors are being scheduled appropriately, and schedule direct shipments when needed.

•Train new employees on systems and direction.

Ingram Micro Mobility, Plainfield IN Traffic 2014-2017

Transportation / Associate Operations Analyst

•Process Orders through TMS system on a daily basis

-fixing registration, and system errors

•Communicate daily with Operation, Production, Resource

Planning, and Account Teams

•Work independently on numerous projects- I.E. weekly Best

Buy consolidation project, weekly tracking/POD retrieval, daily shuttle service for all three facilities, OS&D daily upkeep

HomeDirect USA, Plainfield, IN Crossdock 2006-2014

Transportation / Customer Service Representative

•Started as Receptionist from Oct. 2006- July 2007 alongside 4

Customer Service Professional’s and our Customer Service Manager covering all 85 HDUSA agents, along with data entry of our manual systems for all inbound and outbound loads.

•From Dec. 2006 – 2014, planned & supported our truck orders and paid third party carrier’s

•July 2007- 2014-Created and implemented schedules and maintained mattress deliveries and returns for customers. Also including maintaining /updating accurate inventories. Provided backup support to Transportation Department; working alongside the Transportation Manager, assisting in the growth and consistency of loads, carriers, invoices, and customer satisfaction.

•January 2010- February 2011 Headed up a new division of

Transportation in individual customer brokerage. (Bush Industries)

•November 2010- April 2011 Point person for scheduling and maintaining Direct Express to our sub-contracted delivery Crossdock.

•March 2011- 2014 Accepted position to be the point of contact for all HDUSA Crossdock Inbound and Outbound loads with Transportation Manager.

•Support sales reps in opening new accounts and upgrading existing services.

•Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service.

Homewood Suites by Hilton, Plainfield, IN 2004-2006

Front Desk / Customer Assistance / Breakfast Coordinator

Education Brownsburg High School, Brownsburg, IN 2003

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