Billy Bronson Email & Phone Number

Chicago, Illinois, United States

● Started working on Shared Services Tracking Line of Business in 12/23 ● Created actionable, specific KPIs for the Uber Freight TONU team consisting of 56 Customer Service Representatives (CSRs).● Trained, educated and supported CSRs daily on TONU ticket resolution and customer communication.● Resolved >8900 TONU incidents and recouped 74% of TONUs. >20% compared to accounts not onboarded.● Expanded the team to own over 60% of line-items across 1200+ customers and 100% of inbound TONU phone calls.● Informed the creation of dashboards for data-driven issue identification and improvement rollouts.● Developed and launched org-wide TONU policy in April 2022, reducing average resolution time by 32 hours, average release times by 11 hours, and average time to pay by 10 hours.● Reduced carrier resolution time by 32 hours, raising CSAT by 2% QoQ in 2022.● Reduced average carrier release time from 14 to 3 hours, a 260% improvement by EOY ‘22● Reduced average handle time by 29% in 2022, lowering Cost of Service.● Created and maintained 1200+ customer-specific TONU SOPs and QA'd TONU Knowledge Base● Aligned with stakeholders to establish Carrier Support Ops (CSO) team● Subject matter expert on all things accessorial recoup; training, educating and answering questions from project managers, CSRs andstakeholders in the organization● Informed product engineers on developing the current TONU product in Workload, reducing cost of service.● Advised and collaborated on UF PRD: Load Cancellation Improvements● Informed creation of automated TONU invoice correction, resulting in $100k+ billed back.● Launched Zendesk Knowledge Base App with >23k articles

Chicago, Illinois, United States

Chicago, Illinois, United States

Manage 19 SMB, MM and Enterprise Accounts, resulting in $1.63M Net Revenue, surpassing rev goal by 131%Lead customer meetings analyzing potential for growth, service deep-dives and advising on product solutionsTrained and mentored new hires to my team. Managed several Accounts Managers assisting my book of business. Lead a monthly company wide meeting called Freight Nerds, interviewing freight-related guestsExperienced in Zendesk configuration, routing and creating automated triggersDeveloped customized approaches to achieve success with customer accounts of various sizes - SMB, MM and Enterprise.Analyze freight markets and BtM/StM at lane level to identify opportunities to increase margin/volume.Inclusive project manager who works well with diverse teams, fostering growth of team members, educating and coaching AC’s to successfully service accounts and hit team benchmarks.Created and implemented customer SOP’s reducing cost of service while delegating tasks to appropriate teams. Communicates effectively with internal and external stakeholders.Takes ownership of tasks independently and ensures they are completed in full .Create SMART goals and keep all stakeholders updated on progress of projects that benefit Uber as a whole.Mentor and coach members outside my immediate team to benefit Uber as a wholeProven ability to increase volume and margin through automation, teamwork, customer service and ownership.

Chicago, Illinois

Managed three Enterprise level accounts, and one MM in 2019, resulting in 200 LPW / +9.3% MarginIncreased Enterprise account margin by +8% and volume by +48% from Feb. 2019 to May 2020. Met or exceeded OKRs for margin, volume, accessorial recoup, invoicing, and cost of service reduction.Increased customer service through qualitative and quantitative methods, resulting in the highest on time delivery/pick up for enterprise level beer distributer, higher than any other freight partner in June/July ‘19, as well as highest levels of OTD for largest account in BoB in June ‘20 (97%).Independently organized and led initiatives to reprice lanes for several large accounts, increasing volume and margin.

Greater Chicago Area

Chicago

Implemented two clients with a total of 7600 employees or $600,000 of annual reoccurring revenue. I supported ongoing services for those clients as well.

Chicago, Il

 Achieved $1.7 million in sales within a three person sales team contributing to a total sales output of $35 million Developed and worked on a total of 66 opportunities with clients. Personally sourced 42 opportunities, resulting in three finalist meetings Managed pipeline of over 2,000 prospects Worked with sales support team on 28 sales proposals Crafted individualized email campaigns to maintain engagement with qualified prospects Analyzed, scrubbed and organized territory data in Salesforce to identify promising leads Represented bswift by networking with prospects at 2015 SHRM, 2016 SHRM and 2016 HR Tech

Evanston

 Created 13 sales opportunities for prospects with over 1,500 employees, resulting in two finalist meetings Offered a promotion to sell directly for bswift after working on their account for 9 months at Acquirent Winner of the “One More” Campaign – over 1,400 personal outreaches to prospects in one month Completed extensive Acquirent sales training program to enhance skills including pitching, overcoming objections and closing

Chicago, Il

As organization’s chief executive, managed a 183-year-old international fraternity consisting of 34 undergraduate chapters, 22 Alumni Associations and 15 Board Members; oversaw all fundraising activities and deadlines; including building relationships with donors, and board members; recruited new members; and launched organization’s first social media sites. Managed budget, designed and managed database, negotiated contracts, and oversaw all aspects of chapter reporting to ensure best practices and compliance.

Greater Chicago Area

Consulted with 34 chapters in US and Canada, including undergraduates, alumni and University officials, on leadership/management, financial/budgeting, philanthropy, recruitment, and risk management, selling ADP merchandise and working with notable alumni.

Burnsville, Minnesota

I counseled vulnerable adults who suffer from traumatic brain injury and other psychiatric disorders (Bi-polar I and II, Paranoid Schizophrenia, Schizoaffective Disorder, Depression, Aphasia and others). Responsibilities included one-on-one Anger Reduction Therapy with clients as well as teaching independent living skills in order to assist them in their journey to independent living. During my time there I helped graduate two clients from my site to independent living.

Bloomington, Minnesota

Ba, Psychology

Education record