Customer Service Supply Chain

Dayon Whaley

Charleston, SC • 843-***-**** • ********@*****.*** • Linkedin.com/in/dayon-whaley/

Strategic and analytical professional with hands-on experience directing logistics operations, implementing best practices, assuring accurate order fulfillment, and minimizing costs. Skilled in maximizing profitability through superior customer service, demand forecasting and data analytics. Coached and trained employees on new business initiatives and career development opportunities through training and quality management activities.

Technical Skills: Salesforce, Seller Central, WMS, Power BI, MS Suite, JAS, Penske, GoPort, iOS, iWork, WorkKeys -Silver Plus, 3PL. Offer strategic guidance to regional teams to ensure compliance with local customs regulations and mitigate potential risks, minimizing operational disruptions with enhanced customer satisfaction. Facilitate cross-functional and cross- regional problem-solving to address customer service challenges for continuous improvement by applying a structured problem-solving methodology.

• Optimized a Global Customer Service (CSV) process framework to enhance regional performance by aligning with the Simplify, Standardize, and Automate (SSA) principle and leveraging advanced system tools.

• Supply Chain Management utilized in providing accurate forecasting regarding delays and/or trends that may impact deliverables.

• Championed the implementation of company-wide customer service initiatives to drive operational excellence and customer loyalty by measuring performance against key metrics, improving business outcomes.

• Utilized advanced supply chain management and analytical resources to forecast demand patterns across various delivery channels/ routes including air, rail, and truck.

• Adopted cross-functional collaboration to resolve complex customer service issues, provide incident updates, and implement resolution strategies by conducting root cause analyses.

• Validated project success to augment brand image by interfacing with regions, ISD, and International team on new KPI report requirements.

Guaranteed alignment with customer standards across diverse global markets by establishing robust quality control measures, performing regular performance audits, and fostering strong customer relationships. Carried out performance analyses of ocean freight operations to pinpoint trends while developing vessel service exception notification reports to keep customers informed of potential disruptions and mitigate risks.

• Orchestrated the seamless movement of Military Household Goods across global supply chains by ensuring timely delivery, slashing risks, and assessing transportation costs through shipment planning.

• Administered global ocean and air freight operations plan(s) to maximize customer satisfaction by aligning with company objectives and partnering with local teams

Logistics Operations Manager

Supply Chain Management Inventory Control Cost Reduction Strategies Global Operations Administration Vendor Management & Negotiations Transportation Coordination Performance Metrics Analysis Team Leadership Quality Assurance Customer Service Excellence Data Analysis & Reporting Project Management Capacity Planning Demand Forecasting Procurement Strategies E-commerce Processes Professional Experience

2023 to 2024 • OOCL • Charleston, SC

Import Customer Service Supervisor

2021 to 2023 • Maersk Line Limited • Remote

Global Logistics Program Specialist

Dayon Whaley Page 2

• Analyzed shipment data to recognize trends, anticipate challenges, and steer process improvements by liaising with cross-functional teams and executing data-driven solutions.

• Interfaced with IT and customer stakeholders to resolve critical system issues and elevate operational performance by offering technical expertise and instituting incident management processes.

• Maintained proactive oversight of daily activities with brokerage companies to certify timely and accurate execution of freight forwarding activities and address operational challenges..

Managed the end-to-end equipment lifecycle to ensure proper equipment utilization and customer satisfaction by processing customer requests and prioritizing timely repairs. Delivered superior customer service to build strong customer relationships by assuring timely equipment movement.

• Maximized overall performance by associating with regional offices and agents, providing internal customer support, and building strong relationships with regional offices and agents.

• Maintained and monitored repair of technical equipment, including but not limited to command and control(C2), and operational repair.

• Reconciled financial transactions and maintained data accuracy concerning depot, survey, and drayage expenses by processing vendor invoices and evaluating purchase orders.

• Drove sales and marketing efforts to increase revenue growth by examining regional market insights, handling equipment sales, and facilitating customer interactions through strong communication. Upheld import and customs documents in strict compliance with federal regulations while maintaining and inventorying cargo for distribution, ordering and procurement.

• Collaborated with U.S. Customs during on-site audits to provide necessary reports and information by preparing detailed documentation and answering queries.

• Investigated any discrepancies discovered during daily operations to identify root causes, resolve issues, and prevent future occurrences.

• Complied with all Foreign Trade Zone (FTZ) operations and processes to maintain regulatory standards by monitoring and observing daily activities. Ensured accuracy of correct bills of materials and parts list. Analyzed customer service metrics to pinpoint trends and areas for improvement while driving operational excellence by compiling reports and presenting findings to management. Utilized Amazon Business Tools, i.e. Seller Central, to assist in monetizing customer’s platforms.

• Supervised a team of customer service representatives to maintain high-performance standards by delivering training, support, and regular performance evaluations, boosting team productivity.

• Audited and refined daily operational processes in alignment with company policies by tracking performance metrics and addressing any deviations, leading to streamlined workflows and reduced error rates. Associate of Arts, Business Administration & Management • Trident Technical College,Project Management Certificate & Process Improvement Certificate, Harvard School of Business 2020 to 2021 • CAI • Charleston, SC

Regional Operations Coordinator

2019 to 2020 • Kontane Logistics • North Charleston, SC Foreign Trade Administrator

2017 to 2019 • Amazon • North Charleston, SC

CS Senior Specialist

Education & Professional Development

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