Jeffrey Hayes Email and Phone Number

• Maintains relationships with current clients and provides the highest level of customer service to retain and increase current business.• Works with Decision Makers to ensure that day-to-day client questions, concerns and requests are being addressed and responded to within 24 hours.• Leads client implementation by completing assigned tasks and establishing trusting relationships with key client contacts.• Onboards clients to SkillPath processes through welcoming communications, pre-arranged tailoring calls, and being available for day of training questions.• Coordinates with other SkillPath fulfillment departments, and contracted facilitators, to deliver training services and products that meet and exceed client expectations.• Provides post training follow up, identifying growth opportunities for Enterprise Solutions department to cross sell and expand existing services.• Negotiate client costs associated with event changes, including cancellation fees.• Handles client complaints, identifies patterns and trends to proactively address opportunities to improve the customer experience.

• Provides timely, professional, and exceptional customer service with responsiveness (within 24 hours) on all customer inquiries from quotes through customer receipt.• Receipt, review, and processing of customer orders, RFQs and discrepancies in accordance with standard terms and conditions or customer specific contractual obligations.• Handles all aspects of customer orders including reporting, expedites, reschedules, bottleneck processing, credit releases and all other customer service activities to support business initiatives following established SIOP processes.• Management of contracts to include assistance with customer delivery status inquiries, customer delivery expedites requests, and other customer requests as needed.• Responsible for reviewing and processing customer orders and determine ways to improve the process as well as communicating with the customer to improve OTD.• Supports customer AOG to meet maximum response time.• Achieves operational excellence through the deployment of CORE (continuous improvement) and consistently demonstrates a commitment to continuous improvement.• Supports and implements all ITC initiatives; promotes strong ethical culture and sustains best-in-class Ethics and Compliance.

• Served existing customers with existing contracts for various customer service issues such as late delivery notifications, booking orders, tracking, reporting, EDI.• Exercised creative problem solving in an expeditious manner.• Rectify prior day or current day issues working between dispatch and the customer to ensure a viable result.• Managed late shipments appropriately.• Diagnosed cause of issues and worked internally to eliminate future issues.• Communicate load changes or issues to Fleet Managers in a timely and accurate manner so that the driver can be advised.• Coordinate any internal resources to book travel for company drivers.• Manage damaged freight issues in coordination with Safety/HR and the customer.

• Processed orders using SAP, while ensuring order entry accuracy, paying attention to special markings for shipments and other added notes to orders while sustain a working knowledge of Incoterms for logistics support and shipment documentation.• Answered customer/account requests or inquiries concerning services, products, billing, equipment, claims, and report problem areas. Issued credits and debits for any problems which require a financial correction, shipping, incorrect pricing.• Accurately and efficiently completed necessary export documents for custom/international purposes. Helping customers with inquiries with their packages currently in transit or providing service to customers trying to prepare a shipment going domestically or internationally.• Provided customers/sales representatives/material planners with accurate information concerning inventory availability, order assignment, pricing, and shipping details, as necessary.• Coordinated with the shipping department to ensure all orders are shipped per customers' request and timeline with completed documentation and approval for shipment.• Communicated with the shipping department to minimize or eliminate any delays with exports and research causes and solutions for customer dissatisfaction in relation to shipment shortages and overages.• Involved in project/change management, which includes the ability to translate needs into a workable implementation plan.• Cross-trained and provided back-up for other customer service representatives when needed as well as assists in conducting root cause analysis and recommended solutions to service-related issues to drive improvements.• Developed and refined strategic and operational compliance procedures and practices necessary to show reasonable, due diligence and achieve best in class customer service practices.• Supported technical service by documenting information for appropriate departments and supported finance department when needed for collections.

• Managed available resources to learn customers' businesses, identify business needs, and proactively contact customers to position pickup and delivery points.• Strategically planned and managed logistics transportation and customer services.• Directed, optimized, and coordinated full shipment cycles.• Maintained track of delivery times, transport costs and efficiency.• Arranged plan routes and process shipments.• Resolved any arising problems or complaints.• Gathered productivity, accuracy, and timeliness targets.• Maintained metrics and analyzed data to assess performance and implement improvements.• Complied with laws, regulations, and ISO requirements.• Analyzed transportation and expenses.• Examined the performance metric SLA failures and summarize the reason of failures.

• Recorded and processed customer complaints which included an investigation, resolution, and implementing corrective actions for software issues.• Demonstrated strong verbal and written communication skills, exceptional customer service and people skills, and excellent prioritization and planning skills.• Ability to work both independently and as part of a team in a challenging environment with the ability to multi-task and investigate several issues at once.• Utilized troubleshooting skills to preform investigations of front-end applications by gathering information, using troubleshooting tools, shadowing end users, and testing workflows internally and externally.• Handled Tier 1 and 2 support calls providing sound decisions in ambiguous situations to achieve the ultimate goal of incident resolution and application maintenance.• Responsible for creating and maintaining documentation and knowledge transfer materials across the life cycle of an investigation.