Colton Selin Email & Phone Number

Seattle, WA, US

• Provide impact and projection analytics for the ‘Seamless UX’ product initiative decreasing contact rate by ~12% and ~15% year-over-year across participants and plan sponsors respectively
• Curate accurate customer contact lists and securely send intermittent legal and product notices to 20,000+ contacts annually
• Develop and maintain analytics dashboards supporting customer experience, operations, and product teams
• Analyze customer satisfaction (CSAT) and Net Promoter Score (NPS) trends to uncover service and feature improvement opportunities (maintaining a 90%+ CSAT and driving a 13% increase in NPS)
• Introduce operational process improvements such as Salesforce flows and validation rules
• Configure and publish new help center articles and customer guiding workflows resulting in ~50,000 monthly help center visits

Seattle, Washington, United States

• Collaborated with product and customer experience teams to design efficient internal and external tools to support process improvement
• Analyzed customer and team member behavior to identify opportunities for product improvement using quantitative programs
• Supported the launch of Convoy’s enhanced QuickerPay program offering expedited payment options–currently earns more than $100,000 in monthly revenue
• Introduced a suite of potential cargo theft detection systems and theft mitigation procedures
• Triaged high severity service escalations with cross-functional stakeholders to remedy any loss in shipper trust
• Developed indicator metrics to proactively identify needs for service-level improvement

Seattle, Washington, United States

• Managed three vendor operations teams (more than 600 team members) and two onshore Customer Experience Specialists
• Improved operational efforts supporting carrier payments and incidental cost recuperation
• Designed process improvements and SQL-based tools to promote a frictionless and secure carrier payment experience
• Maintained an incidental payout request SLA performance greater than 95% throughout tenure within role

Seattle, Washington, United States

• Managed three vendor operations teams comprised of more than 600 team members in the Philippines, Guatemala, and Colombia
• Improved operational efforts supporting in-transit problem resolution, tender acceptance, and trailer management
• Developed SQL queries and dashboards to monitor team performance and drive operational improvements
• Launched process changes and coordinate with product teams to improve key performance indicators
• Directly improved operational efficiency regarding the late shipment alert rate metric—increased the metric 25%

Greater Seattle Area

• Developed mechanisms for tracking the performance of 650 employees within the operations team at a growing startup
• Facilitated and iterated on a semi-automated feedback process addressing over 150 weekly submissions
• Mastered new tasks and acted as the source of truth for standard operating procedures
• Introduced tools to assist the team and drive metrics towards company goals
• Collaborated with various stakeholders and vendors across multiple departments and locations (Seattle, Atlanta, Philippines, and Guatemala)

Greater Seattle Area

• Fostered customer relationships and mentored newer members of the operational pod
• Acted as the subject matter expert for concerns involving the shippers Reckitt-Benckiser, Brother Industries, and Prestige Brands
• Developed new process innovations resulting in greater efficiency for specific lanes and shippers

Greater Seattle Area

• Monitored over 4,500 daily freight shipments and ensured successful delivery
• Cooperated across departments to promote innovation and growth within a fast-paced startup environment
• Used performance metrics to guide operational improvements

Greater Seattle Area

• Developed fundraising ventures and monitored revenues and expenditures
• Coordinated volunteer outreach efforts resulting in a 13% (June) and 35% (July) year over year increase in total volunteer hours
• Managed a program focused on guest leadership development

Master Of Science - Ms, Data Analytics In Business (Dab)

Bachelor Of Arts (Ba), Economics

Activities and Societies: University of Washington Dream Project and the Undergraduate Community Based Internship (UCBI) Program