Larry Webb Email & Phone Number

United States

Responsible for $78m revenue within my book of business, consisted of managing 14 legacy dedicated accounts.Develop and collaborate on projects to improve customer’s experience. Develop and facilitate a brand new CSAT platform, served as the liaison for high level communication and implementation. Analyze account performance and develop customer specific improvement plans. Manage and execute departmental safety initiatives to both improve quality of service and to lower the risk of exposure for the customer group.Facilitate communication between internal and external teams to address a long standing software issue. Create and lead customer business reviews. Manage account performance and customer sentiment. Facilitate multiple customer software implementations. Including EDI, Automation, Help Desk Portal, Service tickets.Worked with a fortune 500 customer to make adjustments in order to address gaps in operational quality.Led various focus groups to triage poor account performance along with audits to ensure we were exceeding the customer's expectations.Use various tools and applications to query, compile, visualize and analyze data. This information was used in both internal and external meetings to explore trends and implement action plans.

Orchestrated and guided large teams to optimize operations, yielding significant $3M+ increase in profitability for organization. Collaborated with cross-functional teams to resolve performance issues, achieving lowest cost per shipment in organizational history. Managed and streamlined teams of 7-19 specialists, implementing various efficiency processes that reduced costs, heightened productivity, and enhanced customer satisfaction. Spearheaded multiple projects and customer onboarding initiatives, consistently surpassing organizational and customer expectations through training and performance enhancement strategies.• Introduced learning initiatives and SOPs that led to significant 50% reduction in monthly incidental costs.• Achieved remarkable 17% profit margin through implementation of various efficiency measures.• Conducted regular audits to enhance financials and key performance indicators (KPIs) on quarterly basis.• Pioneered cross-training strategy utilizing seasoned CX Specialists as trainers, leading to an impressive 8% decrease in scheduling errors and over 50% savings in incidental costs.• Generated $8M program profit in '23 through 38k completed shipments, and $17.5M program profit in '22 through 54k completed shipments.

Kennesaw, Georgia, United States

Directed large teams to enhance key performance metrics, elevating customer satisfaction scores and overall service levels. Developed office-wide strategies to optimize agent productivity, reduce call volume, and improve problem resolution and call answer rates. Collaborated with various CAF departments and CarMax stores to swiftly resolve customer inquiries and issues.• Devised and executed SOPs boosting agent efficiency, resulting in over 30% improvement in one-call resolution.• Consistently achieved or surpassed monthly sales/volume quotas and enhanced customer sentiment by 20%.• Successfully navigated transition from in-office to remote work by implementing comprehensive remote-workforce strategies.• Implemented effective action plans leading to reduced exception and call volumes, and elevated service levels across Customer Service and Exceptions teams.

Maryland, United States

Cultivated and managed connections with 50+ banks and credit unions to stay updated on emerging consumer finance programs and options. Forecasted and established annual sales objectives, surpassing performance goals through effective execution and strategic planning. Devised and executed comprehensive strategies to consistently meet monthly finance objectives.• Successfully surpassed both monthly and yearly finance targets by overseeing entire loan process in competitive market.• Transformed an initially unprofitable physical location, surpassing sales targets and driving it to profitability.• Enhanced corporate ability to secure financing for customers, increasing transaction rates and improving customer satisfaction.

Bachelor Of Science (B.S.), Athletic Training/Trainer, 2.9

Activities and Societies: I worked full time all four years while getting my undergraduate degree and minor in French.I had a heavily.

Education record

Project Management

Education record

Scrum Certification