Customer Service Management Specialist
Resume:
Margo Kelley
**** * ******** **., *******, Kansas• *************@*****.***•
OBJECTIVE
To obtain a long-term position in logistics and/or supply-chain management where utilization of education and work experience can be used in a competitive, rewarding, and high-paced professional environment with the opportunity to have potential for mentoring and upward mobility within the transportation industry. CORE COMPETENCIES
• Dependability
• Strategy
• Commitment
• Analytical Skills
• Communication
• Team Leader
• Adaptability
• Ethical
• Microsoft Office, Excel, Word, Publisher, Outlook (Advanced)
• Cloud Management SAP program for load tenders
• 110 wpm / 10-key at 10,800 kph
• Federal System Award Management for Federal Contracting (SAM)
• Truckstop load board (for brokers)
• DAT load board (for brokers)
• Basic familiarity and training in Federal Vendor and Contract quoting and bidding process within government bidding and vendor site, System for Award Management (SAM). PROFESSIONAL EXPERIENCE
Vice President of Sales & LTL Development / Senior Account FTL Manager Elite Transportation, LLC / Foodmaster Logistics, LLC Wichita, KS July 2019- August 2022
• Brought in to expand and further develop interstate and intrastate LTL customer base, for company asset trailers. Also expanded on the existing territory within Kansas and added Missouri, Oklahoma, Colorado, and Nebraska, for 36 hour LTL delivery guarantee, with 24 hour guaranteed delivery everywhere in Kansas, including rural farm areas.
• In charge of sales to existing LTL customers and development. Managed to bring in 18 new LTL customers in under 30 days, where customer’s shipped over 5 palettes, up to 5 days per week. Managed and increased profitability by over $500,000 in 3rd quarter.
• Cold calling via telephone or in person to potential customers to increase said LTL business and managed account, if contract was signed to move freight, coordinating pickup, delivery times, drivers, and type of truck necessary, properly sorting freight for overnight delivery, and customer follow up post delivery, and invoicing with proper paperwork.
• Duel management of new customers and previous book of freight for interstate full truckloads, with customers names and freight type.
Logistics and Cargo Shipping Consultant Culina
Culinary Brands International, Inc. Los Angeles, CA Current
• Previous customer from time held as a broker for brokerage firm
• dCustomer requested that services provided previously from King of Freight, LLC be continued as an in-house contract logistics provider.
• Acquire drivers for loads needed to move from any location in the United States with the best possible rate in a timeline that is under deadline for production purposes. Also acquire trucks necessary to fulfill customer orders, to any state.
• Shipping frozen and chilled perishable food cargo with no lost cargo or claims as carriers are personally vetted thoroughly for best performance of all loads booked in 1,000 plus days.
• Daily duties include, but are not limited to, receiving customer order or order from sales department, and procuring drivers for specific areas customer is located, while being in touch and having the trust of company to reach out to Culinary customers to discuss logistic options for contracted carriers.
• Vetting carrier not set up for and as a direct shipper by drafting new carrier/shipper agreement, requesting carrier provide all pertinent information to haul, verify driver, verify motor carrier number or Department of Transportation (DOT) number and DOT safety rating, and verify insurance for load coverage.
• Negotiated prices and best prices that was fair to each side of the logistics relationship.
• Reputation within the shipping industry is known to be extremely fair, ethical, and professional to both customers and trucking community. Cultivated relationships throughout logistical timeline has made possible extreme monetary and timeline flexibility with shippers and within the business community. Senior Logistics Coordinator and Broker
King of Freight, LLC Wichita, KS 2017-Sept 2019
• Obtained and managed clients over 2-year period, with personal sales of over $2.8 million for 2018.
• Booked customer freight and advised customers as to the best freight options to meet their needs.
• Dispatched trucks from starting point to end point.
• Interacted every day with drivers for specific needs or projects from customers.
• Negotiated pricing in order to stay within the approved price with the 10 percent broker markup.
• Handled 3 of the largest accounts in the company and in the world; Georgia Pacific (Dequincy, LA, Camden, TX & Corrigan, TX), international lumber company, Finland, Stora Enso Lumber Company. Steel for Carolina Carports, subsidiary of Nucor Steel. Acquired a customer that serviced the biggest golf courses in the Country and would have to ship equipment for the Augusta National, also helped to ship turf to Houston Astro's football stadium field. Under Culinary Brands (see above) personally won bidding for food routing logistics for Aidi's, Costco, and Walmart distribution centers from a single customer, as only broker who underbid Asset carriers and still maintained profitability.
• Fantastic relationships with customers as the ability to beat out asset companies for the third-party logistics, as the highest priority is to give customer the exceptional service and customer service possible thereby creating lifelong relationships. References reflect same.
• Brokered Georgia Pacific palletized lumber loads with Lorraine Felder and Treva Chadwick (Atlanta, GA) as only broker in entire company that hauled for GP, consistent daily loads. At one point, bookings per day, morning rate cons sent for GP was over 10 in a 10-minute period. Extremely functionable and competent in high energy and high stress environment, multitasking, and extreme attention to detail. Within the company, as a preferred GP broker, and managed account for eight (8) months and carried the distinction of the most successful lumber broker in the history of the six (6) year account that King of Freight, LLC managed, even while no longer employed.
• Booked Third-Party Logistic carriers to haul lumber loads out of Dequincy, Louisiana. Able to continue relationships with carriers while GP rates went down by almost 25%, two (2x's) times in a six (6) month period, with same drivers, as maintained relationships with drivers would be willing to take cuts to rates as they preferred and looked for lanes personally managed.
• Maintained excellent relationships with carriers so it was not necessary to use loadboard to solicit and book loads, but drivers would check in daily to haul preferred routes. This relationship was the key reason when rates dropped, carriers would wish to continue to work with assigned routes from Dequincy, Louisiana. Most successful lumber broker in history of King of Freight, numbers available to provide upon request from Manager.
• Maintained and continued to maintain solid professional relationships with current and prior customers. Account Management Specialist
ADT Security Services Wichita, KS 2016-2017
• Managed U.S. based accounts for residential security services.
• Inbound sales and retention of customers that initiated cancellation of services, found to be at 90 percent retention. Moreover, sales of multiyear contracts to said customers, when customer was ready to cancel in a down economy.
• Inbound upgrade sales for residential homes, troubleshooting, and customer service.
• Managed eight (8) different DOS based programs at once during each phone call, requiring a significant amount of multitasking.
• Ranked as Top 10 performance manager, by retaining highest retained accounts, consistently over 90 percent, based on scored calls, each day and month. Received many in-house and customer accolades for professionalism and problem-solving skills in management of retention.
• Ensured extreme efficiency and keeping cool under pressure and deescalate any issues with customers that would arise. Company wide and known to one of top de-escalation managers in ADT history Friends University Wichita, KS 2011-2013
Masters of Business Administration
Wichita State University
Bachelors of Arts, American History
Wichita, KS 2004-2005
Kansas State University
Bachelors of Arts, American History
Manhattan, KS 2000-2004
ACCOLADES
1999 Silver Key Winner of the Columbia University, Scholastic Press Association Journalism Award writing and content (25,000 entries).
Currently able to access Federal Contracts for bidding with Federal, State, and local jurisdictions under the System of Award Management (SAM.gov)
Public Notary - State of Kansas - Commission is currently being reactivated. PROFESSIONAL REFERENCES
• Osvaldo Gonzalez, Sales and Production Manager, Culinary Brands, International, LLC - Los Angeles, California
• Leo Maj, Vice President, West Coast Express Transportation, Inc., West Lake Village, California.
• Fernando Rosales, Export Transport, Los Angeles, California.
• Shane Palmer, Senior Team Lead, King of Freight, LLC, Wichita, Kansas.
• Brent Harrington, Lead Logistics Manager, Prime Line, Malvern, Arkansas
• Bobby Leggett, Lead Logistics Manager and Planner, Pipelife Jetstream, owned by General Shale, LLC, Siloam Springs, Arkansas.
• Sherri Schaff, Logistics Coordinator, Landscapes Unlimited, Lincoln Nebraska.
• Louis Thompson, North American Buildings, Inc., Wichita, Kansas
• Jeff Kennedy, former Managing P:::irtner for Martin, Pringle, Oliver, Wallace & Bauer, LLC, Wichita, Kansas.
• Honorable Michael B Roach, Sedgwick County, 18th Judicial District Court Judge., Wichita, Kansas. 2/20/2020 Gmail - Rec Letter
M Gmail Margo Kelley <********@*****.***>
Rec Letter
10 messages
Osvaldo Gonzalez
<*********@*********************.***> To: Margo
Kelley <********@*****.***>
Mon, Jan 27, 2020 at 11:38 PM
You Deserve it!
Thank you,
Osvaldo Gonzalez Warehouse
Manager
Culinary International,
LLC. 3280 E 44th Street,
Vernon, CA 90058
T: 626-***-**** * EXT:124
F: 626-***-****
*********@*********************.***
This email and any information transmitted herewith are confidential and intended solely for use by the individual or entity to whom they are addressed. If you are not the addressee you may not disseminate, distribute or copy this e-mail. Please notify the sender immediately by e-mail if you have received this e-mail inadvertently and delete this e-mail. If you are not the intended recipient, any disclosure or use of the contents of this email is strictly prohibited. No employee or agent of Culinary International is authorized to enter into any binding agreement, modify any existing agreement, or make any binding representations, on behalf of Culinary International by email. Culinary International accepts no liability for the content of this email, or for the consequences of any actions taken on the basis of the information herein, unless that information is subsequently confirmed in writing by an officer of Culinary International. Nothing in this email shall be construed as an offer to sell or purchase any goods/services unless confirmed separately in writing by an officer of Culinary International. Margo Letter.docx
15K
Wed, Jan 29, 2020 at 1:04 PM
To Whom It May Concern:
It is my great pleasure to write this letter of recommendation for Margo Kelley. I have had the pleasure of viewing Margo's professional development over the past 2 years, and I can state with confidence that she is a motivated and responsible person with a high degree of integrity. As such, I expect that she will be a very positive addition to your organization.
As the Warehouse Operations Manager of Culinary International, I feel that I know Margo quite well. She began working as one of our freight brokers with our company's largest distribution center when we first started our professional carrier. In this role, she had a considerable amount of responsibilities, and she handled them effortlessly. She showed her skills to communicate with all customers, vendors and the internal staff here at Culinary, and due to her dedication and attention to detail, our company saw an increase in distribution performance (order fill rate, on time delivery and overall cost savings) during this period.
Margo's remarkable abilities to be on top of her game and ability to keep me in the loop with every single load gradually became evident and I, as the Manager in charge of all freight felt that she had already proven her freight management and communication skills were unmatched so I made her my primary freight broker. She proved me right, and she became an important, effective, and integral part of our transportation team's needs.
Margo takes the initiative to identify problems and devise solutions. Her role required strong communication skills, and she has shown that she not only has these skills, but that she also has the ability to inspire respect and cooperation within her customers. She has shown that she is a very intelligent person with a mind well-suited to the world of business and management.
Based on my observation, she clearly has the interest to excel in her field or any other field that comes her way, and based on her performance, she clearly has the ability to achieve success. I therefore highly recommend her without reservation. I sincerely hope that you give her application favorable consideration. If you need any further information about Margo, please do not hesitate to contact me at 562-***-**** or email at ************@*****.***.
Sincerely,
Osvaldo Gonzalez
01/10.2020 Gmail - More Customers For You To Get!
Gmail Margo Kelley <********@*****.***>
More Customers For You To Get!
Leo Maj <***@********.***>
To: Margo Kelley <********@*****.***>
Fri, Jan 10, 2020 at 1:36 PM
To Whom It May Regard,
I am thrilled to recommend Margo Kelley as a freight broker. As the Vice President of West Coast Express Transportation Inc, I had the pleasure of working with Margo. Responsible, punctual and extremely bright, Margo was among the best if not the best freight broker I have ever worked with, and I absolutely endorse her qualification and her skill set. I was continuously impressed by the knowledge she brought to the table and her dedication to staying on top of the latest in the field. Marbo combines sharp analysis skills with a strong intuition, and I always knew I could rely on her to meet deadlines and exceed our expectations. During our many years of working with her, she achieved numerous accomplishments, from increasing our volume of top paying freight, to lowering our need to constantly look for freight, to increasing our bottom line.
While Margo's professional acumen was immensely valuable to West Coast Express Transportation Inc, she was also a wonderful team player. Optimistic, engaging and easy to get along with, Margo was a true joy to work with and fostered many positive relationships throughout the company.
With that said, I am highly confident in my recommendation and believe that Margo would be a great fit for any shipper's logistic needs. If you would like to speak further about my experience working with Margo, please email me at ***@********.*** or call me at +1
Sincerely,
LM
Vice President
West Coast Express Transportation, Inc.
MC: 670154 I DOT: 1850645 WGET
8/20/2019 Gmail - Reference
Gmail <********@*****.***>
Brent Herrington <******@************.***>
To: "********@*****.***"
<*********@*****.***>
Fri, Aug 2, 2019 at 2:26 PM
To whom it may concern,
I have worked with Margo Kelley for a couple of years now. I pretty much refused to use a broker to manage our shipments and only used asset-based companies.
After getting in a bind one day, I reached out to Margo and gave her a shot. It was a tough shot and one that I expected her to fail. She surprised me and covered my load and at a reasonable rate. Since that day I have reached out to her very often to help me. She shows sincere care for the customer. She is also very courteous, professional, knowledgeable, hardworking, and for what means most to me, trustworthy.
Her shoes will be very hard to fill, but I understand the need for change. She would be a welcome resource and partner at any company.
Thank you,
Brent Herrington I Shipping & Receiving Manager
2088 Wine Dot Road. Malvern. AR 72104
phone 501-***-**** I fax 501-***-****
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