Customer Success Power Bi

Kristen Lange

Wheaton, IL ************@*****.*** 708-***-**** linkedin.com/in/kristenlange

Professional Summary

Director-level operations leader with over a decade of experience leading cross-functional teams in logistics, customer success, and procurement environments. Proven success in remote team management, process optimization, SOP development, and strategic planning. Recognized for implementing scalable solutions that enhance service quality, reduce costs, and improve operational visibility.

Core Competencies

Remote Team Leadership Logistics & Freight Operations KPI Reporting SOP & Policy Development Procurement Strategy Customer Experience Optimization TMS Platforms Power BI & Excel Organizational Restructuring Compliance & Risk Management

Professional Experience

Director of Client Services, QuadExpress 2017–2020

- Directed strategic transformation of the customer service department, including remote team structure, pod-based organization, and KPI development.

- Managed a team of 21 Account Coordinators handling 300+ loads per day, overseeing daily operations, exception management, and performance tracking.

- Designed and implemented scalable SOPs, tiered job descriptions, and centralized communication systems to enhance operational consistency.

- Led cross-functional initiatives across account management, billing, and tracking to improve end-to-end service quality.

- Spearheaded performance dashboard implementation in Power BI and Excel to increase visibility, accountability, and customer satisfaction.

Sr. Client Services Manager, DB Schenker (Remote) 2022–2025

- Managed procurement and supplier relationships for a portfolio of 16 sub-business units, ensuring alignment with business goals and compliance requirements.

- Oversaw RFP processes, including supplier scorecard management (KPIs, SLAs) and performance reviews, to drive continuous improvement and risk management initiatives.

- Partnered with stakeholders to analyze industry benchmarks and develop execution strategies for high-value contracts.

- Delivered actionable insights through market research, data analytics, and cross-functional collaboration to resolve operational challenges.

- Ensured adherence to procurement policies, educating teams on compliance requirements and managing issue resolution.

Implementation Director, Southcoast Logistics (CTSI Division) (Remote) 2014–2017

- Managed supplier onboarding and RFP processes, delivering tailored supply chain solutions for new clients.

- Collaborated with internal and external stakeholders to ensure seamless contract execution and alignment with client objectives.

- Identified opportunities for continuous improvement, driving cost savings and operational excellence.

Logistics Manager/Team Lead, Syncreon, Addison, IL 2009–2014

- Led a team of 20, managing logistics programs for major clients including Canon, CBS, and Samsung.

- Ensured compliance with service level agreements and client-specific KPIs, exceeding performance metrics.

- Facilitated cross-functional coordination among IT, sales, and customer teams to enhance logistics systems and resolve technical challenges.

- Trained team members in advanced transportation and warehouse management systems.

Education & Technical Tools

B.A., Fine Arts – Northern Illinois University

Tools: McLeod TMS, Power BI, Excel (Advanced), Outlook, Teams, SharePoint, Time Doctor, Supplier Performance Tools

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