Natalie Nichols

Chicago, United States 708-***-**** adydi8@r.postjobfree.com

PROFESSIONAL SUMMARY

Customer Service and Quality Manager professional with significant experience in call center environments as well as client relationships management. Extensive skillset in both Quality, Safety, Compliance and training. Capable of incorporating initiative and sound judgment by setting clear expectations, managing workflow, and balancing priorities. Successfully interacts with all levels of leadership, staff, and customers. Strengths include communication skills, organizational and problem-solving abilities, and the competence to handle sensitive, urgent and confidential information.

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SKILLS

Client Relationships (Develop & Maintain)

Quality Management & Assurance

Training & Development

Safety (OSHA Compliance)

Auditing

Professional Development

Distribution/Warehousing/Logistics

Transportation

CCTV

Operating Procedures and Policies

Leadership Skills

Purchasing

Verbal and Written Communication

Client Retention

Decision Making

Product Pricing/Quoting

Customer Service

EH&S

Problem Solving

Risk Management

MS Office/Agility/Interaction Intelligence/Responsible Care

SharePoint/DayForce/Navisphere

Business Intelligence/OTM

Lean Six Sigma (In-Progress)

WORK HISTORY

QUALITY MANAGER (Compliance and Security) 12/2018 to PRESENT

XPO Logistics Naperville, IL

Manage Quality issues/concerns for Dow Chemical.

Main point of contact for all safety and quality related issues.

Work as liaison between customer, end consumer and carrier base.

Dotted line to operations. Handle all escalated issues for corporate executive staff.

Quarterly business travel, QBR’s, Weekly metrics.

Carrier interaction, including monthly scorecards.

Perform weekly travel expectations to customer, carrier base and shipper/vendor to ensure packaging requirements are up to standard.

Assist in facilitating leveraging third party company for specific spills or leaks and proper disposal. Ongoing involvement and trainings on all safety procedures and updates for new systems or procedures.

Responsible Care Contact.

Quality and Safety Manager in addition to being the point person for ISO compliance for all managed transportation. Also runs smaller internal audits quarterly.

Ocean, Air, Intermodal, Expedite, Warehousing

Responsible for 12 direct reports including 2 supervisors and 1 manager. Hires, trains, compensation reviews. Four of these are based in Mumbai.

SENIOR LOGISTICS ANALYST 07/2015-12/2018

TMC, Division of C.H. Robinson Chicago, Illinois

Oversee and facilitate the daily supply chain operations. Coordinate all line haul moves including bulk, TL, FTL and IMDL moves while applying cost savings initiatives. Monitored transit, maintain reports OTTR, claims ratio and overall carrier compliance. Daily and weekly customer calls, carrier calls and vendors. Identify any all issues with product availability in accordance with accurate shipping to ensure on-time delivery.

Senior Logistics Lead for Honeywell transportation and some inventory monitoring at various facilities. Daily metrics responsibility and ran point on transportation both domestic and international both air and ocean activity. Monitored dashboard through their BI tool to see events. Was the main point of escalation for any service failures. Was the liaison between Honeywell, CH & various vendors

Responsible for a team of 6 direct reports.

Carrier acceptance reporting

Carrier Scorecards

Customer Data Integrity

Product consolidations

Hazmat handling

Supplier Trainings

Navisphere Trainings

BI (Business Intelligence)

Handled all escalations

Reason for Leaving: Career Opportunity

CUSTOMER SERVICE MANAGER 05/2004 to 05/2014

HomeDirect USA Hillside, IL

Portfolio of Strategic accounts and the management of on-site and off-site employees.

Evaluated and structured accounts based on specific client requirements while assessing abilities to exceed customer expectations.

Monitored office and individual performance; recommended and implemented appropriate triggers to improve efficiencies and exceed performance goals.

Successful resolution conflict to retain account and customer perceptions of effectiveness.

Presented quarterly customer reviews for Strategic accounts.

Close daily interaction with high profile accounts to exceed expectations.

Tracked all shipments, per customer territory and location

Researched carrier performance and trends, by carrier

Achievements include management of customer service department consisting of 14 employees

Responsible for managing and assisting 6 Strategic Account customers with volume of $53 million

Leader for driving employee satisfaction results improving retention and productivity

Traveled quarterly to all customers to discuss customer service areas, renegotiation of contracts, implementing any take a ways that needed to be enforced.

Involvement in registration process up to and including business integration as well as EDI transmission

Reported directly to Director of Customer Service as well as VP of Customer Experience

Reason for Leaving: Career Opportunity

EDUCATION

Bachelor of Science in Business Management 09/2013

University of Phoenix

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