Experience

• 

  States Logistics Services, Inc.

  • Manager of Customer Solutions

    • Aug 2008 - Present

    •Responsible for the administrative support to the President and VP of Operations/Business Development including sales presentations and rate quotes.•Prepare contracts; review/edit existing contracts•Monthly account productivity and profitability reviews with all CA warehouse operations. Review includes confirmation of system rates, billing accuracy, account profile review and rate adjustment recommendations. •Manage the implementation process for new accounts •Provide support, direction and strategic planning for Customer Service by working with existing Customer Service teams at various facilities to assist in streamlining processes and enhancing teamwork.

• 

  ServiceCraft Logistics

  • Transportation, Logistics, Supply Chain and Storage
  • 1 - 100 Employee

  • Regional Customer Service Manager

    • Apr 2007 - Aug 2008

    • Successfully and simultaneously managed Customer Service in 6 facilities within our Southern California Region.• Transformed a disorganized, inefficient Customer Service Department by streamlining processes and restructuring personnel, saving the company $250,000.00 per year.• Achieved customer retention by effectively managing customer relationships with highly visible accounts, such as, Georgia Pacific, Standard Register, Clorox, Dole, Arizona Iced Tea, Hartz and Domtar .• Reduced company liability by 80% for losses/overages of pallets by gaining solid understanding of Chep and Peco. Partnered directly with their representatives and educated the operations enabling them to improve processes and allow customer service better tracking techniques.• Worked closely with other teams and departments within the company to facilitate effective inter-departmental communication.

  • Customer Service Manager

    • Mar 2005 - Apr 2007

    • Successfully managed a team of 13 CSRs in a 1.3 million square foot dedicated facility.• Managed payroll/attendance, supplies, billing/invoicing and staffing needs.• Maximized team performance and productivity.• Supported employee development through training, formal and informal coaching and performance appraisals.•Fostered team spirit and high employee morale with assistance of team leaders.•Strengthened customer relationships, improved service and monitored inventory levels.•Reviewed and refined processes/procedures, identified new opportunities and developed new methods to improve overall efficiency and quality of our services.