Experience
Senior Manager, Customer Success
Flock Freight · Chicago, Illinois, United States
I successfully led a team of 32 individuals to deliver exceptional customer experiences and drive revenue growth. By expanding the team with 24 new hires, we were able to enhance our customer service capabilities significantly. Additionally, I implemented a customer health score dashboard that achieved a 99% month-over-month retention rate. Through mentorship programs and coaching sessions, I helped develop 8 leaders within the organization.
Senior Manager, Operations
Coyote Logistics · Chicago, Illinois
I steered a team of 28 direct reports and managed a portfolio of 250+ customers to achieve 10%+ YoY growth. I led the implementation of a Lean model to optimize efficiency, resulting in a 30% reduction in flow time. Additionally, I collaborated with sales leadership to save $500k annually through profitability strategy optimization.
Manager, Operations
Coyote Logistics · Chicago, Illinois
Led a team of 8 overseeing a portfolio of 50+ customers. Utilized CRM platforms to drive data-driven strategies, resulting in the elimination of $80k monthly losses. Conducted quarterly business reviews, directed change management, and collaborated with sales and pricing to maximize profitability and growth.
Operations Team Lead
Coyote Logistics · Chicago, IL
I managed, motivated, and trained a team of 2 operations reps on standard operating procedures. I successfully converted transactional business to contractual by presenting customers with annual cost savings. Additionally, I oversaw individual KPIs for a portfolio of 30+ customers to maximize profitability and volume.
Operations Representative
Coyote Logistics · Chicago, IL
I successfully managed daily operational procedures for a diverse portfolio of 22 customers. By prioritizing tasks such as customer communication, pricing, negotiation, and issue resolution with a swift 10-minute email response time, I contributed to increased profitability through exceptional customer service, negotiation, and upselling efforts.
Sales Representative
AroundCampus Group · Bloomington, Indiana
I excelled in driving sales through daily in-person sales calls, selling over $90k in print and digital advertising. Achieving top seller status out of 600 representatives, I showcased my dedication to exceeding targets. Additionally, I traveled to underperforming markets to close sales gaps and achieved 100% retention.
Education
Indiana University Bloomington
Bachelor of Arts (B.A.), Psychology, Marketing
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