Focused on the execution of creating an excellent customer experience throughout the customer’s lifecycle with ArcBest by creating a better understanding of customer needs, identifying customer pain points, and facilitating ways to accomplish interactions as easy as possible. Served as a customer champion on key cross-functional teams to increase customer advocacy, identify cross and upsell opportunities and increase customer loyalty and retention. Developed journey mapping process by using data and primary customer research to identify the needs and goals of customer segments.

Continued responsibilities listed below in the project analyst position, and added oversight of two full-time analysts, and part-time employee.

Designed the project management of Oracle Sales Cloud (CRM) implementation and various financial services projects. My role was to collaborate with business and IT on the customization of platforms, develop employee communication plans, create the training strategies for each business unit rollout, and report on status weekly to our leadership team.

Responsible for developing training content to be used throughout the ArcBest enterprise. My role was to deliver scalable training options using a variety of methods. These methods include instructor-led lecture and discussion, hands-on skills instructions, web-based e-learning, and systems training to help meet the needs of our employees.-Collaborated with managers to assess training needs and results, to actively seek ways to improve instruction method.-Modified course content to maintain accuracy and relevance.-Maintained accurate records, including, class schedules, student rosters, assessments, and various certifications.-Presented innovative ideas for new curriculum and programs.

Responsible for building and maintaining existing customer portfolio, while securing new business through trial and new project execution. My role was to deliver against customer’s revenue goals by managing retail execution at Walmart. I developed great partnerships with Walmart /Sam’s Club while using knowledge of the customer to build initiatives to accomplish their revenue goals at the store level. • Created retail execution plans to successfully achieve customer and retailer expectations. • Collaborated with Acosta retail leadership on all major retail initiatives to drive ownership and execution at retail.• Communicated and partnered with customers on key initiative execution. • Participated in customer buyer meetings to set retail execution expectations on product launches, promotional display activity, incremental selling opportunities, and shelf execution. Clients included:• The Clorox Company• Kellogg’s• Campbell’s• Boulder Brands• Minute Maid• Alcon Vision Care• Butterball

The Leadership Development Program (LDP) is a 24-month program where associates learn Acosta's business while being introduced to the consumer packaged goods industry. Participants selected for the program learn each of Acosta’s core divisions through phased, hands-on work experience in each of Acosta's core operating units: retail service, analytics, and business management. Participants in the program are responsible for bi-monthly reporting to the executive team on progress, current tasks, and skill development. • Retail Continuity Manager: Focused on strengthening relationships with Walmart store management, maintaining existing shelf execution, and securing promotional execution. • Category Analyst: Focused on retail analytics for continuity clients and new business. Analysis work included forecasting, promotional sell thru, store shelf execution, replenishment, and predictive analytics. Analytics would include research and data from various sources including Retail Link, NARS, Nielsen, and Spectra. • Associate Business Development Manager: Focused on building and maintaining existing customer base while working to secure new business through new project execution.

Responsible for collecting all customer information and explaining the U-Pack move process to customers. Also responsible for fielding customer service calls, answering basic questions, and communicating customer complaints to analysts and/or management. Other responsibilities as assigned based on need and seasonality of the business.