* Precisely request dwell time compensation per contracted terms resulting in an average of 920K in yearly revenue. * Accurately maintain and update over 90+ customers contracted detention terms and support documents. * Track and trace 30+ weekly load assignments to ensure accuracy and delivery of time-sensitive freight. * Collaborate with team members in a fast-paced environment to meet daily demands and handle challenging issues.

• Developed and implemented innovative techniques using digital media to increase new hires’ understanding of supported software and department-specific processes. • Collaborated with the main stakeholders, published five custom training eLearning exercises and facilitated on-going program development.

• Set department goals and performed monthly analytics to track customer call trends resulting in overall product improvement efforts across multiple departments. • Key communicator with department executives concerning customer call trends, providing recommendations for product development on behalf of users.• Successfully built and maintained relationships with service providers, dealers, and customers.• Lead a staff of 8-10 customer care representatives while exceeding customer service standards. • Defined and implemented operational policies and procedures related to training, process improvement and problem identification, tracking, documentation, and distribution. • Efficiently performed personnel actions/decisions, hiring, performance reviews and disciplinary actions.

• Provided exceptional support and thorough problem resolution for company-built software applications and platforms; troubleshot complex issues and advised the customer on appropriate action.• Maintained composure and patience in the face of difficult customer situations.• Provided one-on-one training and classroom training for new clients.• Produced technical documentation for non-technical users.• Performed end-user software testing, updated/created Customer test plans and provided acute accuracy of defects and recreations steps promptly.

• Performed daily cash reconciliation, which included counting cash drawers and making daily cash and check bank deposits.• Forecast cash needs to stay within store daily/weekly regulations.• Tracked cash drawer over and shorts ensuring management and loss prevention received timely updates.• Balanced the needs of multiple customers simultaneously in a fast-paced retail environment.• Completed weekly schedules according to payroll policies.• Trained all new customer service and cash office personnel on store procedures and policies.