• Identified key issues and built cross-functional partnerships to improve workflows and drive alignment across teams.• Ensured stakeholder alignment through inclusive communication and actively advocated for DIBs.• Leading the team through significant change, setting others up for success and supporting a positive work environment.

In my role as Manager, LSS Support at LinkedIn, I managed a team of 15 Support Consultants. I led Project Fulcrum to completion with Global Sales, resulting in a 10x improvement in customer response times. I collaborated with cross-functional teams to launch the LSI Help Center and developed an Activation Process with the Customer Success Implementation Team. I managed operational performance reporting for LSS Support, driving performance improvements and fostering a positive work environment.

I lead the Data Security team charged with effective handling of all customer and third-party vetting and approval processes related to the use of MyUPRR web applications. Collaborate across key business areas including Operations, IT, Marketing & Sales and Finance to support effective problem resolution for customers and to ensure the protection of security guidelines as well as to deliver a positive customer experience. Additionally, I am a subject matter expert on the UP-Master Files and the… Show more I lead the Data Security team charged with effective handling of all customer and third-party vetting and approval processes related to the use of MyUPRR web applications. Collaborate across key business areas including Operations, IT, Marketing & Sales and Finance to support effective problem resolution for customers and to ensure the protection of security guidelines as well as to deliver a positive customer experience. Additionally, I am a subject matter expert on the UP-Master Files and the intricacies of how the multiple systems and applications link and communicate. I have made several key contributions in this role that have led to substantial improvements in processes, workflows and timelines required to carry out critical tasks in a relatively short space of time. These achievements include:The overhaul of the handling process for Customer User ID requests that increased the volume of ID’s created in under 24 hours by 15% in 9 months. Show less

Coached and led the Diversion & Embargo team. This team is responsible for handling and resolving all of the day to day requests from customers via the Diversion application and the Diversion/Embargo hotline. Worked extensively across business lines and levels to manage the embargo process effectively and ensure the compliance with AAR standards. Handled all billing requests and questions from other rail roads, customers and internal clients. Additionally, led the creation of processes… Show more Coached and led the Diversion & Embargo team. This team is responsible for handling and resolving all of the day to day requests from customers via the Diversion application and the Diversion/Embargo hotline. Worked extensively across business lines and levels to manage the embargo process effectively and ensure the compliance with AAR standards. Handled all billing requests and questions from other rail roads, customers and internal clients. Additionally, led the creation of processes for handling the shipper/ consignee/ payor freight billing error queue that substantially improved communication with the Customer Master, ensured a higher quality input of Master Files and enhanced customer education as well as decreasing the timelines associated with resolving recurring billing issues. Trained and coached the team to follow the new processes.Other achievements included the initiative to document a complex process and resolve 3rd party reporting issues at a Houston location that involved gaining approval for the process and functionality in order to secure the 100% improvement in reporting issues that resulted.Played an integral role in a cross functional team whose aim was to deliver a substantive billing process redesign. Work included a detailed analysis of all associated operational costs and documentation of work flows. Project resulted in a reduction on waybill errors and the generation of more efficient and effective resolutions. Show less

Led and managed all aspect of the Customer Master Objectives including New adds, CES cutovers, COI and database requests and multi parent reporting. Successfully coordinated with Operational Support and Finance teams to implement and coordinate a process that handled and released the coal trains going cash hold over weekend and worked closely with business teams, finance, real estate and other business functions to ensure smooth transitions when name changes and acquisitions occurred that… Show more Led and managed all aspect of the Customer Master Objectives including New adds, CES cutovers, COI and database requests and multi parent reporting. Successfully coordinated with Operational Support and Finance teams to implement and coordinate a process that handled and released the coal trains going cash hold over weekend and worked closely with business teams, finance, real estate and other business functions to ensure smooth transitions when name changes and acquisitions occurred that required Customer Master changes.Worked successfully with the IT team to create and email data base that captured all Interchange request history and approvals information in one location. This improved processing rates by reducing them by 2/3 from 30 days to 10 and ensured accurate documentation capture required for audits. Successfully spearheaded the team that reduced the number of internal transfers in the customer service center, through streamlining and decreasing the number of processes and reducing the volume of internal transfers by 18% Show less

Delivered significant business contributions in this role over a 2-year period including advancing customer account collections rates from a 2010 baseline of 77.7% to 85.3% in 2011 and subsequently a 93.8% level in 2012. Additionally, slashed the volume of open receivable accounts over 90 days by 60% and achieved a record customer satisfaction level of 86%I was awarded the Golden Spike from the Agricultural products team for work in resolving the ADM’s accessorial balance – with the… Show more Delivered significant business contributions in this role over a 2-year period including advancing customer account collections rates from a 2010 baseline of 77.7% to 85.3% in 2011 and subsequently a 93.8% level in 2012. Additionally, slashed the volume of open receivable accounts over 90 days by 60% and achieved a record customer satisfaction level of 86%I was awarded the Golden Spike from the Agricultural products team for work in resolving the ADM’s accessorial balance – with the over 60days balance being reduced by 99%. Also, I proposed and implemented tariff changes related to loading demurrage GCAS customer base. This simplified rues for quicker collection of monies and led to fewer disputes overall. Show less

Managed business relationships and sales processes with prospective and existing Shipment Vision Customers. Successfully designed the onboarding process for new produce customers using rail and transload for the first time. Onboarded 50+ customers in the inaugural season. Led the Omaha Sales Blitz Team to effectively secure a 45% success rate from all calls made and secured a d new transloader to the Omaha area and grew business with a large strategic partner that broadened the UPDS network… Show more Managed business relationships and sales processes with prospective and existing Shipment Vision Customers. Successfully designed the onboarding process for new produce customers using rail and transload for the first time. Onboarded 50+ customers in the inaugural season. Led the Omaha Sales Blitz Team to effectively secure a 45% success rate from all calls made and secured a d new transloader to the Omaha area and grew business with a large strategic partner that broadened the UPDS network substantially. Show less

Managed major lumber and paper customers for Industrial Products, International Paper, Hampton Lumber and Weyerhaeuser and Boise Led the transition of over 300 customers from a fax-based process to a new web application. Facilitated training that provided customers with important education and subsequently secured a 50% reduction in the number of employees required to handle the old fax process – thus reducing costs. Additionally, served as project lead for the change process required in 100+… Show more Managed major lumber and paper customers for Industrial Products, International Paper, Hampton Lumber and Weyerhaeuser and Boise Led the transition of over 300 customers from a fax-based process to a new web application. Facilitated training that provided customers with important education and subsequently secured a 50% reduction in the number of employees required to handle the old fax process – thus reducing costs. Additionally, served as project lead for the change process required in 100+ UP systems that resulted from a client merger. Worked effectively across business areas and delivered a smooth changeover with zero negative impact to service levels. Received the 2008 Marketing and Sales Customer Focus Summit Award for exceptional levels of Customer support and service. Show less

Monitored and updated Exxon Mobil service penalties contract and worked closely with Exxon to ensure correct reporting. Proactively monitored and managed the strategic manifest and unit train movements for Dow Chemicals. Developed and implemented a process to effectively manage no bills. This involved working closely with the No Bill team to identify the root cause of any issues and apply appropriate corrective action for large critical clients.

Charged with generating revenue through building effective working relationships with existing clients and securing new business. Surpassed all monthly goals for RSP Que’s, Demurrage/ CES and CRM calls and conducted hard-hitting negotiations on client rates that secured new business and maximized profit

Led the recruitment of suitable venues for holding blood drives; Consistently exceeded goals for regional blood colletion