Partner with local management, IT and the Western Region Vice President to identify opportunities to implement tactical and strategic methodologies to continuously improve the DGF Customer Experience in an attempt to reduce churn rate and gain new customers; Deep dive analyses performed and documented to identify solutions to customer issues and make every attempt to proactively notify the customer (if we cannot resolve the issue) of any situations prior to them discovering it themselves and… Show more Partner with local management, IT and the Western Region Vice President to identify opportunities to implement tactical and strategic methodologies to continuously improve the DGF Customer Experience in an attempt to reduce churn rate and gain new customers; Deep dive analyses performed and documented to identify solutions to customer issues and make every attempt to proactively notify the customer (if we cannot resolve the issue) of any situations prior to them discovering it themselves and potentially jeopardizing our continued relationship; Work towards an opportunity to identify root causes and develop corrective actions, effectively implement solutions to prevent continued negative impacts to the Customer Experience. Make contact with consignees to apologize and absorb the responsibility. Collaborate and utilize DMAIC methodology to analyze and develop solutions to various challenges/opportunities that we are experiencing in our focused efforts to make every attempt to save customers that have expressed their dissatisfaction with our various services and are making it known that they are seeking out other carriers to potentially replace us. We reach out to random customers to hear and document the things they would like to see changed or improved in our processes. Innovatively created an iShare site to share with all Western Region stations and tactically developed meaningful and actionable reports that had a direct impact on the Customer Experience, to include important links to tools and macros for the station staff. Excellent working relationship with the Impat group and the local product owners, very skilled in the successful implementation and maintenance of local business. I have gained more knowledge than imaginable by handling all complaints and Supporting the Commercial Executives with their Customers' Experiences. This has been a huge impact to my vision of a stellar Customer Experience and only strengthens it. Show less

Handling Customer Escalated Complaints, providing reporting and proactive exception solutions for new and existing customers; Managing Pricing and Quoting for Oil and Energy Customers and Import processing for Ocean and Air products, as well as Customs Brokerage. Onboarding of new accounts and partnering with IT and Commercial units to develop and implement solutions to meet individual customer requirements, allowing us to win or retain business.

Experienced Oil and Energy Relationship Manager for several of the world's largest oil and Energy companies, to include Halliburton, National Oilwell Varco, Shell, Schlumberger, and Cameron. Responsible for effectively creating and maintaining positive partnerships. resulting in improved business relationshipss, increased volumes and revenues. Heavy daily, weekly and monthly reporting responsibilities as well as daily communication on status of shipments and intense involvement with… Show more Experienced Oil and Energy Relationship Manager for several of the world's largest oil and Energy companies, to include Halliburton, National Oilwell Varco, Shell, Schlumberger, and Cameron. Responsible for effectively creating and maintaining positive partnerships. resulting in improved business relationshipss, increased volumes and revenues. Heavy daily, weekly and monthly reporting responsibilities as well as daily communication on status of shipments and intense involvement with resolution of service failures as needed. Montitoring freight for delivery, handling exceptions and escalations as needed. Provising ad hoc quoting as needed and following invoices via varied methodologies throught to paymnet, along with reconciliationand A/R system updates. Show less

Contractor for the State of Texas, running the Gulf Coast Region's largest Career Office, working with local residents that are receiving financial assistance via Unemploymnet Compensation, TANF, SNAP, etc. to assist in their journey to become "job ready" and match them with local employers, placing them in positions that allow them to become financially independent and successful. This often includes managing the individual's application and determination of qualification/approval for use of… Show more Contractor for the State of Texas, running the Gulf Coast Region's largest Career Office, working with local residents that are receiving financial assistance via Unemploymnet Compensation, TANF, SNAP, etc. to assist in their journey to become "job ready" and match them with local employers, placing them in positions that allow them to become financially independent and successful. This often includes managing the individual's application and determination of qualification/approval for use of Federal monies to subsidize training/education costs, child care needs, rental assistance, car repairs, transportation assistance, etc. The Career Office is held accountable for a variety of government forms, MIS data entry accuracy, and income calculations and is audited as such. Our ultimate goals are to help people find jobs, keep jobs, or get better jobs while providing a Customer Experience that reflects a sincere caring and desire to eagerly assist in a time of need. Show less

Successful, recognized senior leader, responsible for multiple contact center locations and outsourced vendor operations in San Antonio and Jamaica with a total of up to 950 employees and an annual operating budget of $50mm. Reporting directly to the Executive Vice President of Customer Experience and First Choice, assigned by the US Management Board to assume responsibility for Claims organization and lead a high profile project to reorganize the division to reduce claims payments and… Show more Successful, recognized senior leader, responsible for multiple contact center locations and outsourced vendor operations in San Antonio and Jamaica with a total of up to 950 employees and an annual operating budget of $50mm. Reporting directly to the Executive Vice President of Customer Experience and First Choice, assigned by the US Management Board to assume responsibility for Claims organization and lead a high profile project to reorganize the division to reduce claims payments and improve customer experience as well as the quality and productivity through strategic initiatives identified and managed via Six Sigma methodology. Recognized for immediate process improvements, reducing backlogged claims from over 40k to less than 9k within 6 weeks and reduction of claims paid by 56% year over year. Selected to create an internal organization responsible for comprehensive complaint handling, reporting directly to the Senior Vice President of Customer Experience and DHL’s internal Six Sigma organization (First Choice); successfully executed site selection, technology development, and full process design for a new complaint escalation team. Assigned responsibility for Customer Service Billing, Office of the President, Executive Response team, New Product Marketing team, New Account and Account Maintenance organizations; partnered with other divisions of the company to strategically align processes within these areas to enrich customer experience, improve processes, reduce cost and enhance revenue. Successfully developed systems and processes to communicate, manage and report customer dissatisfaction across the network and various business channels, driving root cause analysis and corrective actions, resulting in great impact to the customer experience and reflected in improved market survey results by 43% Show less

Held various Customer focused positions; OnePass, Customer Care Manager, Reservations, Airport Sales Agent, International Concierge