Service Customer

Monique B. Brister

***** * ******** **. ***. B***

Belleville, MI 4111

Cell: 717-***-****

**********@*****.***

Summary of Qualifications

Disciplined problem-solver and committed to continuous improvement. The ability to learn and master new concepts; positive work ethic; leadership; team building; and commitment to providing unsurpassed service.

Twenty plus years in many realms of logistics from billing to leadership. Customer-facing and negotiation skills. Experienced in Microsoft Office Suite. Quick learner and adapts to new polices, processes and procedures.

Experience:

APL Logistics – Farmington Hills, MI

Senior Customer Service Rep – 2019 – Present – 40 hours per week

Dispatching motor carriers for pickup and delivery of customer shipments. Includes obtaining service commitments for suppliers to meet service delivery goals

Booking and releasing customer orders, includes working with other departments to secure equipment to meet volume goals, railroad reservations and daily tracking/tracing. Includes working with underlying suppliers to obtain committed service reliability goals

Expediting and Problem Solving. Pro-actively identifying potential service issues and working with the railroads and draymen to overcome or mitigate those issues.

DHL Supply Chain – Livonia, MI

Logistics Planner – 2015 – 2019 – 40-45 hours per week

Managed TL/LTL, intermodal, container and air shipments. Shipper and carrier communication, problem solving and order management. Coordinate traffic with the objective of meeting prescribed service standards.

Planner on 4 different accounts including International

Prepare and publish daily, weekly reports – Report Generation

Proactively identify problems and swiftly implement the appropriate solution – TMS is programmed to select the least expensive carrier, paying attention to detail to insure this is happening and selecting contract lanes when appropriate.

Selected to be a planner on the Lego account until a permanent employee was identified

Trained 4 employees on planner responsibilities for a particular account. Provide technical assistance to new employees when needed.

Customer Acceptance Testing, User Acceptance Testing and Regression testing for the Boeing International launch – Communicate with freight forwarders for shipments moving via air and ocean.

Lane analysis required on order to select most appropriate mode

NEON Project – JIT – coordinated trucks to ensure they were ready to load as freight was completed

Carrier Management – worked with carriers to ensure positive KPI results – held carriers accountable for not meeting required goals. Recommend to management when to put carriers on probation. Respond to questions and inquiries from motor carriers.

Daily Communication with customer on relevant issues and resolution in a timely manner

TMS-OTM planning, trouble shooting and testing

Ambassador Champion (On-boarding Program) – Assigning ambassador, preparing onboarding materials, and ensuring the onboarding process is complete and being followed.

Selected to facilitate the monthly Financial Dashboard meetings.

R. R. Donnelley – Lancaster, PA

Job Accountant - 2012-2015 – 40 hours per week

Following standard procedure, coordinate with Customer Service and Manufacturing to obtain information related to customers account and orders. Apply applicable discounts, special rates, or credit terms to invoices

Federal Express – Uniontown, OH

Logistics Account Manager – 201*-****-**+ hours per week

Responsible for selling transportation brokerage services by developing relationships with existing and potential customers. Negotiates transportation rates with freight carriers. Initiates and monitors completion of contract, transportation service, and customer follow up.

60-100 calls per day to build book of business

Pricing and quote determination - Responsible for maximizing profit. Evaluates customer needs and carrier costs to establish profitable quotes. Understands carrier costs and rates. Negotiates with the carrier to determine the cost of the shipment.

Sales/Receipts – Ensure customer satisfaction by resolving discrepancies by providing suitable alternatives

Worked with carrier management to ensure all insurance requirements were met.

Respond to questions from carriers

Coordinated with Shipper/Consignee and carrier to ensure freight was picked up and delivered on time.

Monitored carriers transit from pickup to delivery location.

YRCW, Inc. - Akron, OH

Sr. Pricing Analyst – 2007-2009

Implemented daily pricing request from the Pricing Managers using publications and pricing database. Quickly became a trusted assistant known for “can-do” attitude, flexibility and high-quality work.

Examined contracts, commodity, specialty and unique pricing programs prior to finalization.

Communicated with sales force to ensure correct pricing is implemented on contracts for businesses with $1,000,000+ gross revenue.

Rating/Billing & Rating Support Supervisor 200*-****-**-** hours per week

Supervised a staff of 22 professionals on two different shifts. Able to coordinate all office functions and work load based on hours and expertise of individuals. Trained employees on new and existing SOP’s. Managed a busy call support center by ensuring calls were handled in a professional and timely manner.

Provided timely, courteous and knowledgeable response to information requests

Solved pricing and rating/billing related problems to meet revenue profit goals

Partnered with the Engineering Department to identify inefficiencies within the department to help cut costs and develop new processes

Maintained and managed existing work methods and processes including analysis, evaluation, and implementation regarding assigned subject matter and/or resources

Problem solving and numerical analytical expertise was utilized to make decisions and/or recommendations to management

Managed automated daily stats reports for performance appraisals and to ensure the floor had adequate coverage

Earned above average marks on performance reviews, on accuracy and quality

Education

Baldwin-Wallace University, Berea, OH

Bachelor of Arts, 2011

Major: Business Administration Minor: Human Resource Management

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