Deployed a new customer experience program that involved implementing strategies to improve customer satisfaction. A program built based on analysis and research into the customer base to understand how we can serve our customers better.

Established the processes and program needed to convert a customer-driven roadmap to a strategic product vision-driven roadmap. Enhancing the planning and organization around how to manage and deliver to the committed roadmap. Drove alignment of program roadmap that aligned with the company’s long-term goals and objectives.

Evolved the overall customer lifecycle to provide a leading-edge experience for onboarding new customers and retaining the existing customer base.

Directly lead configuration of PowerTMS 4.0 (MercuryGate) to meet internal and external client requirements to support required business needs.Participate and provide direction for client facing needs and implementation process as it relates to the technology platform.Support internal and external users with functionality of PowerTMS 4.0 (MercuryGate).Provide departmental feedback on technology functionality to support their needs for usage of the technology platform.Provide client facing support during implementation and go live support for data integration needs and technology platform requirements.Review and develop with peer support best practice process improvements in efforts to streamline current processes.Work directly with Vendors to improve and provide requirement for platform changes in efforts to support required business needs.New client implementation, configuration, and support for TMS platform MercuryGate. Work with clients and internal departments for data integration needs and provide support for internal and external users of platform. Currently working on a conversion project for client base from in house platform to MercuryGate.Document technical and operational functions of MercuryGate with supporting documents for configuration.Develop technical view of client solution design as it relates to the suite of technology platforms utilized to manage a client's business.

Operations lead in the conversion and implementation of MercuryGate. Key responsibilities included process development, client acceptance, and configuration set up.Manage a full book of business with contribution margin successfully greater than company standard.Manage a team of Logistics Specialists and Logistics Coordinators.Participate in implementation and conversion of key operational platforms such as CRM and Mercury Gate.Provide direct guidance to supporting departments for successful account management.Provide direct support to Transportation Management group for application of established business processes.Develop and implement strategic client initiatives for continued value deliverables.Participate in regular client visits while providing guidance to Account Management team for successful account maintenance.Retain and ensure DSO levels are at or below net terms for client book.Routinely evaluate and provide additional important information to stand client business review template.

Participate in Six Sigma and Kaizen events to further define and improve company initiatives while implementing appropriate process changes for success.Maintain executive level communications for current and prospective clients.Established a key communication process for full departmental notifications of changes within a client solution.Established a key solution verification process to ensure compliance of solution design and reduce financial loss.Established the client business review template to ensure clear and precise display of client solution design results and important company information.Continual improvement of processes and departmental interaction for successful business needs.Supervise a team of Logistic Account Coordinators and Customer Care Representatives.Participate in regular client site visits to maintain and improve value services provided by YRC Logistics.Maintain a successful book of clients while ensuring contribution margin is significantly above company accepted levels.Coordinate with Legal department appropriate client contractual documentation.Ensure accuracy in solution design and maintain solution intention.

Listen carefully to the customer issue at hand and be able to decipher the issue as well as the best remedy for resolution of their issue. Communicate with customer and recommend areas for process improvement to maintain quality assurance. Assist in new customer implementation projects. Resolve and communicate client related quality and service issues to include documentation and investigation. Maximize profit potential and minimize service failures based on most efficient and effective routing. Negotiate and execute spot contracts for specialized shipments. Provide problem resolution assistance both technically and functionally for PowerTMS. Establish "ownership" within each client and ensure that client issues are resolved timely and effectively. Create and participate in client business review and client continuous improvement efforts. Train new Coordinators in department.

Contact businesses to present and promote transportation services. Provide consultative services to clients to determine best fit needs.Maintain and exceed sales objectives.High volume outbound sales contact with success.Ensure customer life-cycle and provide services as need changes.Corrective action and customer care.

Provide Supply Chain Solutions to all parties.Management and further prospecting of established accounts.Increase margin and revenue return based on customer base.Maintain Customer SatisfactionProvide Customer Service as required for regional accounts.Cross Sell Supply Chain Solutions Provide sale support to Local and Regional ManagersMaintain and Elevate established plan for Region

Responsible for contract pricing and contract compliance for global accounts.Maintain a profile of each Global Account assigned with accuracy and compliance to Corporate Customer Maintenance ProgramDecision making, Problem Solving, Program StabilityWeekly reports on account statusProject management of key accounts globally - NikeProvide operational support to Corporate Office of customersLocal account management via Sales Support ProgramImprove field movement and offer support for prospective businessCollections and Invoice CorrectionsTime Management SkillsMonitor account activity via Internet web sites and competitorsMS PowerPoint presentations Complete proposals based on requirements of customer

Root cause, corrective action, and directive planningCorporate reporting for global accountsCollections and Invoice corrections for Global AccountsDay to Day Operational reportingCreated, Maintained, and ensured compliance of Standard Operation ProceduresOperational support to Global Operations Manager