Established Customer Service, Operations, and Distribution Leader

Wendy A Tlanda Resume Page *

Wendy A Tlanda

*** * ******* ***** **********, IL 60446 630-***-**** ***********@*****.*** PROFESSIONAL SUMMARY

Motivated, talented, accomplished data driven logistics customer operations management professional. Vastly experienced in business operations, customer service management, project management, and business development. Substantial successes in customer relationship management, customer retention, and improving overall customer satisfaction levels. Demonstrated leader with a solid reputation for operation process improvements, increasing efficiencies while bolstering profitability and revenue. Extremely passionate for developing and cultivating service focused effective teams. AREAS OF EXPERTISE

Client Relations / Customer Service USPS Mail Dropshipping Knowledge

Data Analytics and Metrics Project Management

Negotiations

Logistics Operations

Strategic Planning

Public Speaking / Presentations

Transportation Cargo Claims New Product / Systems Development

Mentoring / Team Development Inventory Management and Work Flow CAREER SUMMARY

Outrider, Inc

Golden, CO

Autonomous Yard Dispatch Engineer Jan 2020 – Sept 2020

Responsible for business customer system and process change requirements and integration to implement full yard autonomy using fully automated (driverless) electric vehicles and custom software solutions

Provide technical support for electronic vehicles

Prioritize customer move queue while reducing overall number of facility trailer moves

Execute system transitions to dispatch electronic vehicle moves within the facilities yard LSC Communications (formerly RR Donnelley & Sons)

Bolingbrook, IL

Director, Customer Care – Logistics Nov 2013 – Feb 2019

Responsible for delivery performance, customer experience, as well as profitability, and margin deterioration for transportation services for LSC Communications produced / sold transportations services

Lead in the design and implementation of critical delivery season daily production and logistics communication processes improving pickup and delivery performance while most importantly protecting organizational cost

Key player in the planning and transition of organization from RR Donnelley to LSC Communications

Assisted in the planning and integration of the Farrington Logistics acquisition into the LSC Communications organization

Conducted monthly and bi-monthly employee” level up” one on one “talk, listen act feedback sessions improving overall employee satisfaction. Provided all team members with an define date and time to have their voice with their management team members

Assigned communication face to LSC production facilities and leadership teams Wendy A Tlanda Resume Page 2

Manager, Customer Care – Logistics Mar 2010 – Nov 2013

Overseen, motivated, developed, and provided direct leadership to up to 5 different functional teams that included up to 70 plus total staff members

Developed role specific KPI’s for customer service representatives, account managers, data entry, service specialist and cargo claims team to monitor employee performance and recognition through data driven metrics

Obtained transportation cargo claim team from carrier development team to improve the cargo claims process for our customers as well as improve our overall recovery percentage. Successfully improved from an under 50% recovery rate to a 98% overall recovery date

Drove customer retention and satisfaction levels through improved customer engagement models Supervisor, Service Monitoring – Logistics 2007 – 2010

Created and developed a new team of 12 Service Specialist solely focused on executing to customer delivery requirements and ensuring exceptional levels of on time delivery performance

Designed and implemented standard “canned” customer performance reports both at the event level as well as overall performance across all events

Business Project manager and business owner for external customer facing web tracking tools successfully launched in 2009

Responsible for all internal and external customer facing distribution data, metrics and reporting

Designed and implemented internal / external communication structure and strategy for providing industry impact updates as events impacted the transportation industry

Prepare and design customer quarterly business review data for Account Manager presentation to customer base

Improved service performance from an average of 92% on time to an average of 98% on time through the use of data driven actions

Account Manager – Logistics 2005 – 2007

Responsible for all account management activities for multiple key accounts. Effectively managed the entire distribution process for major catalog campaigns

Effectively managed customer issues/inquiries in order to drive customer satisfaction. Identified opportunities for service improvement while maintaining account profitability

Conducted account profitability analyses – identifying and reporting revenue / cost containment opportunities to Management and Sales

Assists Sales in the preparation of RFQ/RFPs for new customer contracts and renewals

Managed key relationships with cross-functional teams achieving desired results Supervisor, Operations – Logistics 1998 – 2005

Supported and supervised 45 operations staff members along with 2 additional supporting supervisors in domestics and international mail and magazine distribution

Provided mentoring, development, and leadership to all staff member

Team responsibilities included; dispatch, customer service, billing, and intermodal operations

24/7 shift scheduling ensuring proper level of customer support provided

Established KPI’s to monitor and measure both staff member performance and organizational profitability

Dock Operations Support – Logistics 1996 – 1998

Maintained, processed and distributed inbound and outbound load postal and magazine documentation for US Postal Service and magazine final distribution

Inventory support

Other support functions and duties as assigned

PROFESSIONAL SKILLS

Microsoft Office

Quest Global Certified – Training and Adult

Learning Techniques

Supply Chain Management

SAP TMS System

Functional Business Requirements

Data Analytics

AS/400

Inventory Controls / WMS Systems

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