Operations and Customer Success Leader in Logistics

CAREER SUMMARY

Dedicated and results-driven operations and customer success professional with extensive experience in logistics, recruiting, and customer service, janotorial. Proven track record in coordinating and enhancing operational workflows, managing vendor relationships, and improving process efficiencies. Adept at supporting peak demand with a commitment to quality and reliability, leveraging a strong background in transportation, logistics management, and client engagement with a focus on fostering seamless collaboration and maximizing performance outcomes.

SKILLS & ABILITIES

MS Office Suite (Outlook, Word, Excel, PowerPoint ) Tenstreet Five9 Omnitracs Samsara Customer Service Data Entry Vendor Onboarding and Relationship Management Vendor Dispute Resolution Contract and Billing Management Scheduling and Dispatching Recruitment and Onboarding Data Validation & Analysis Reporting Accuracy & Metrics Tracking Billing Discrepancy Resolution Risk Management Troubleshooting and Problem Solving Effective Written & Verbal Communication Interdepartmental Coordination Logistics Management Order Fulfillment & Issue Resolution Client Engagement Attention to Detail Organizational Skills Conflict Resolution Interpersonal Communication Attention to Detail Time Management Positive Attitude & Reliability Janitorial Healthcare

PROFESSIONAL EXPERIENCE

Customer Support Specialist II (Intermodal) Uber Freight, Tinley Park, Illinois 03/2025 -Present

Process shipment entries and actively lead timely performance/automation objectives

Maintain consistent and professional communication, effective, prompt and courteous communications with respect to difficult situations, relaying service failures, etc.

Exceed customer on-time pick-up and delivery expectations

Supervise shipments and revise when vital based on changing shipper, customer, and carrier needs

Utilize external websites and other tools of communication to set shipment appointments

Update load status in the system, e.g. loaded pick-up, delivery, empty, etc.

Set up new receivers, vendors, and supplier’s locations

Work directly with Logistics Teams to assist with shipment issues or problem-solving

Additional Responsibilities Regarding Customer and Carrier Relationships

Correspond with customer and carrier regarding detention and other accessorial information

Set up new customer and vendor users on our platform

Acquire solid understanding of customer business practices and workflow

Driver Recruiting & Rapid Response Coordinator Roadrunner Transportation, Downers Grove, IL 02/2023 – 04-2025

Managed the collection of essential truck documentation to ensure compliance with Roadrunner Transportation's safety and regulatory standards, achieving a 95% compliance rate for new drivers and independent contractors.

Processed employment verifications, credit checks, criminal background checks, and motor vehicle records (MVR) to verify candidate eligibility, reducing hiring turnaround times by 20% through efficient processing.

Engaged in the recruitment and onboarding of Independent Contractors, collaborating with the Recruiting Director and Team Lead to identify and hire qualified candidates, contributing to a 15% increase in contractor hiring rate.

Coordinated special projects and events related to application approval, enhancing the efficiency of recruiting processes and streamlining approval timelines by 25%.

Acted as the first point of contact for after-hours inquiries and emergency issues, assisting Independent Contractors (ICs) with breakdowns, delays, and incidents, which improved incident response time by 30%.

Documented and tracked breakdowns, loans, and follow-ups to ensure swift and accurate resolution of service interruptions, improving the accuracy of breakdown records by 15% and enhancing service recovery efforts.

Delivered exceptional customer service to Independent Contractors and business partners by answering calls and emails promptly and addressing HOS (Hours of Service) concerns, contributing to a 20% improvement in contractor satisfaction scores.

Set up new vendors for non-standard service requests, streamlining vendor management and ensuring prompt support availability, reducing vendor onboarding time by 25%.

Dispatched drivers for trips, monitored routes, and provided guidance on regulatory compliance using systems like Omnitracs and Samsara, helping maintain on-time performance and regulatory compliance.

Communicated safety information to ICs regarding accidents, breakdowns, and other incidents, reinforcing safety standards and contributing to a 10% reduction in safety incidents.

Participated in proactive team efforts to achieve departmental and company goals, supporting initiatives that resulted in a 15% increase in department performance metrics.

Customer Success Associate (Seasonal) Vosges Haut Chocolat Company, Chicago, IL 11/2022 – 01/2023

Collaborated with Business Development, Operations, and Chocolate Concierge teams to ensure seamless order processing and fulfillment, achieving a 98% on-time fulfillment rate during peak seasonal demand.

Worked closely with the Chocolate Concierge team to resolve order issues and provide a personalized customer experience, leading to a 20% increase in customer satisfaction scores during the seasonal period.

Monitored product availability and coordinated with the Operations team to prevent stock shortages, reducing stockouts by 15% and supporting continuous order fulfillment.

Acted as a primary point of contact between departments to facilitate smooth workflows, which decreased order processing times by 25% and reduced order errors.

Supported the Business Development team in tracking high-volume corporate and special orders, contributing to a 30% improvement in order accuracy and minimizing the need for reprocessing.

Assisted in managing a significant increase in order volume, contributing to the successful handling of a 40% rise in seasonal orders with minimal delays or issues.

Sanitation Team Member (Cleaner, Housekeeping, Custodial) - Part Time Whole Foods Market, Chicago, IL 12/2021-12/2022

Performs all duties to maintaining general cleanliness and safety on the floor, in seating areas, restrooms, and back offices. All Whole Foods Market Retail jobs require ensuring a positive company image by providing courteous, friendly, and efficient service to customers and Team Members at all times. All positions must be performed in accordance with team and store Standard Operating Procedures. Further, Team Members must be prepared and able to perform the duties inherent in other Team Member job descriptions. All positions must strive to support WFM core values and goals, promote national, regional, and store programs and initiatives, and ensure adherence to all applicable health and safety regulations including Food Safety and regulatory duties required in the department. Provides excellent maintenance service.

Performs all duties on the daily and weekly maintenance lists.

Supports all teams with cleaning projects. Performs minor repairs and improvements.

Participates in ordering supplied required for store maintenance.

Helps with cleaning emergencies.

Helps maintain the store’s landscaping and parking lot.

Performs continual cleaning of all store departments.

Arrives to work station on time, appropriately groomed, dressed and ready to work; works all scheduled shifts and attends required trainings and meetings.

Immediately reports safety hazards and violations.

Performs other duties as assigned by store, regional, or national leadership.

Janitorial Crew Member KBS - Kellermeyer Bergensons Services, LLC, Chicago, Illinois 11-2020 -08/2021

Responsible for the overall success of the cleanliness of facilities

This includes assisting with cleaning, stocking, and maintaining designated facility areas for appearance and sanitation

Trash removal, mopping, and sweeping. Retains and disinfects restrooms, sweeping, counter cleaning, replenishing paper supplies, and emergency cleanup

The cleaning process includes other duties and projects as assigned as needed.

Operations Specialist, Chassis & Marine Container Solutions Hub Group, Oak Brook, IL 07/2008 – 04/2020

Monitored and analyzed internal reports, verifying accuracy in contracted usage rates, accessorial charges, and events; reduced billing discrepancies by 30% through meticulous data validation and ongoing accuracy checks to enhance billing accuracy.

Coordinated dispute resolutions with vendors and carriers, achieving a 90% dispute resolution rate by leveraging detailed reporting and maintaining proactive, high-level communication with all stakeholders.

Finalized monthly billing processes across multiple regions, resulting in a 15% reduction in billing cycle times and enhanced invoicing accuracy through process standardization and attention to detail.

Collaborated with transportation partners, including BNSF, UP, NS, CSX, CP, and CN rail lines, to ensure seamless container transit; reduced storage costs by 25% by expediting the return of empty containers to ports.

Scheduled delivery appointments for inbound containers on the West Coast, working with drayage partners to ensure on-time delivery and timely return of equipment, improving appointment accuracy by 20%.

Acted as load planner by dispatching loads to destination drays, improving load coverage by 15% through proactive planning and efficient resource allocation.

Established strong communication channels with vendors and customers, fostering collaboration and enabling rapid response to operational issues, which improved vendor satisfaction scores by 18%.

As Appointment/Ops Support Clerk for the Pacific Northwest, scheduled pickups and deliveries, tracked load progress, and communicated promptly with shippers and receivers to resolve potential delays, achieving a 95% on-time delivery rate.

Worked closely with load planners and customer service teams to support end-to-end operations, resulting in improved process efficiencies and a 10% increase in customer satisfaction through coordinated service delivery.

Transportation Clerk/ Dispatcher Homeline Furniture Industries, Chicago, Illinois 03-2003 to 04-2008

Worked for a wholesale furniture distributor

Placing and modifying orders from various furniture store owners

Setting up delivery appointments

Working with 13 drivers to make sure that they were dispatched for the next day

Auditing drivers logs to make sure that were compliant with the Department of Transportation so the company and driver don't get hit with heavy fines,

Assisted in calling our current client base asking them to give us more business keeping track of driver's mileage in regards to the company trucks

Answering inbound calls from customers to track shipment

Recruiting new drivers and other clerical functions as needed.

Customer Service Representative (Part-time) Com Ed, Chicago, Illinois 03-2000 to 03-2003

Answering inbound calls from customers regarding billing issues, service orders, payment arrangements, collections, outages, setting up new accounts, disconnection of service in regards to moving and non-payments, running credit checks for new business for both residential and business customers and other duties as needed.

Senior Customer Service Representative/ Rental Department Csc/Leaseplan. Rolling Meadows, Illinois 03-1997 to 06-2002

Answering inbound calls on an 800 line from drivers regarding setting up a rental while their company car is in the shop for repairs, Issuing po# to vendors for payment and resolving billing issues, Follow-up work for status of repairs while company car is in the shop, Problem solving, handling escalated calls from angry drivers, and other duties as needed.

EDUCATION Kelly High School – Chicago, IL HS Diploma

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