Emil L. Email & Phone Number

Seattle, Washington, United States

Greater Seattle Area

In my previous role, I was fully dedicated to providing world-class shipment services and driving process improvements. I took complete ownership of ensuring the smooth and efficient movement of goods, while also identifying areas for improvement and implementing changes to increase efficiency. My exceptional performance in this role earned me a new position in the Dedicated Incidentals team. As part of this team, I managed the daily performance of our Dedicated Incidentals Tier 1 team… Show more In my previous role, I was fully dedicated to providing world-class shipment services and driving process improvements. I took complete ownership of ensuring the smooth and efficient movement of goods, while also identifying areas for improvement and implementing changes to increase efficiency. My exceptional performance in this role earned me a new position in the Dedicated Incidentals team. As part of this team, I managed the daily performance of our Dedicated Incidentals Tier 1 team with complete authority. I closely monitored their progress, identified areas for improvement, and provided unwavering guidance and support to ensure they achieved their goals. I led process improvements throughout the incidentals space, worked collaboratively with other teams to identify inefficiencies, and implemented changes that increased efficiency and drove overall performance. I loved my role, particularly the opportunity to work on critical projects that were aligned with our company's goals and had a significant impact. As a subject matter expert (SME), I have been able to drive change in our Tier 1 teams both daily and as part of larger initiatives, with complete confidence in my expertise, dedication, and attention to detail. I have established myself as a go-to resource for my colleagues and a valuable asset to my team. Show less

Greater Seattle Area

My work primarily still involved partnering with Convoy's largest account, Niagara Bottling LLC, to ensure smooth shipment services but was more involved in high-level problem-solving and decision-making. I hosted countless training and nesting sessions for multiple service tiers and teams, including the overnight team, Tier 1 Dayside LiveOps, Tier 1 Lean Team, weekend team, Tier 2, and vendor team.As the SME for Kingpin Email, I managed all issues, feedback, and ideas related to… Show more My work primarily still involved partnering with Convoy's largest account, Niagara Bottling LLC, to ensure smooth shipment services but was more involved in high-level problem-solving and decision-making. I hosted countless training and nesting sessions for multiple service tiers and teams, including the overnight team, Tier 1 Dayside LiveOps, Tier 1 Lean Team, weekend team, Tier 2, and vendor team.As the SME for Kingpin Email, I managed all issues, feedback, and ideas related to Kingpin emails, and reported them to the Product team. My expertise also extended to the Quality SME role on the Niagara team, where I audited the performance of the 12 Tier 1 (outsourced) members. I provided weekly feedback for each member, and their Team Lead had examples to use during coaching conversations to improve the team’s performance. I was the SME for the HEB Direct-To-Store (DTS) program, where I managed all aspects of the program, including tender review, staging, training, and process improvement. I eventually owned this white glove program, which required me to manage demanding customer expectations, 100% On-Time-Delivery (OTD) metrics, and hourly tracking communication. I created the Appointment Setting SOP, Remove/Hold SOP, and Driver-Late SOP, collaborating with team members and assisting them in writing other Niagara account-specific SOPs. I also trained newly hired Operations Specialists in 2020-2022, focusing on critical tasks and workflows, especially HEB Direct-To-Store staging and communication.I partnered with Convoy’s Dedicated Incidentals Team in identifying process improvement opportunities. I identified an issue pertaining to old emails becoming unresolved once TTT (Total To Truck) line item exceptions were resolved or became un-snoozed. This creates operational inefficiencies for the Tier 3 Niagara team because old emails repopulate in the queue, further delaying the team’s capacity to action on live emails that are more critical. Show less

Greater Seattle Area

I worked closely with Niagara Bottling LLC, which is the largest account of Convoy, to ensure that their shipments were handled smoothly. I established a strong partnership with the client and worked towards providing them with the best possible service.I worked hands-on with truck drivers, proactively identifying and resolving issues at every stage of shipment: pickup, transit, and delivery. I negotiated compensation while maximizing profits on every shipment, resulting in impressive… Show more I worked closely with Niagara Bottling LLC, which is the largest account of Convoy, to ensure that their shipments were handled smoothly. I established a strong partnership with the client and worked towards providing them with the best possible service.I worked hands-on with truck drivers, proactively identifying and resolving issues at every stage of shipment: pickup, transit, and delivery. I negotiated compensation while maximizing profits on every shipment, resulting in impressive financial gains for the company.I owned Niagara’s high-priority Savemart program and successfully implemented the carrier schedule program for the 2020 RFP. This involved creating a comprehensive scheduling process that delegated the task to the Tier 1 team, freeing up critical resources. I attended weekly meetings with the client to ensure seamless execution and collaborated closely with the shipper team to gather feedback for continuous program improvement.My collaborative approach with Convoy's Account Management and Operations teams ensured healthy metrics and Service Level Agreements (SLAs) were continually maintained while responding to client needs and de-escalating any issues with truck drivers. Show less

Greater Seattle Area

I provided extensive support to clients, account managers, and supervisors. By delivering exceptional customer service and lending a hand with clinical research study activities, I was able to foster a deep sense of client loyalty. I consistently executed procedures with precision, ensuring compliance with both internal quality standards and external regulations.

San Francisco Bay Area

I provided second-level customer support for escalated challenges and concerns in various retail channels, including Boutiques/Outlets, Wholesale (department stores, ULTA, Sephora, and SPA/Salon), Telemarketing Infomercial, bareMinerals Club Membership, online store at bareminerals.com, Auto-Delivery Beauty Renewal Program, and QVC. Handled challenging customer concerns with active listening, problem-solving, and conflict resolution. Ensured timely and accurate responses for customer… Show more I provided second-level customer support for escalated challenges and concerns in various retail channels, including Boutiques/Outlets, Wholesale (department stores, ULTA, Sephora, and SPA/Salon), Telemarketing Infomercial, bareMinerals Club Membership, online store at bareminerals.com, Auto-Delivery Beauty Renewal Program, and QVC. Handled challenging customer concerns with active listening, problem-solving, and conflict resolution. Ensured timely and accurate responses for customer satisfaction, adhering to relevant policies and procedures. Show less