Parker Pedersen

Sr. Manager, Customer Operations at FourKites, Inc.
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Contact Information
us****@****om
(386) 825-5501
Location
Chicago, Illinois, United States, US
Languages
  • English Native or bilingual proficiency
  • Spanish Full professional proficiency
  • French Full professional proficiency
  • Portuguese Full professional proficiency
Skills

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Bio

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Credentials

  • Fearless Project Management: Becoming More Assertive
    LinkedIn
    Jul, 2023
    - Nov, 2024
  • Mistakes to Avoid When Obtaining Your PMP Certification
    LinkedIn
    Jul, 2023
    - Nov, 2024
  • Project Management Skills for Leaders
    LinkedIn
    Jun, 2023
    - Nov, 2024
  • Open Honest & Direct Certified Leader (Level 1)
    Raise The Bar
    Aug, 2021
    - Nov, 2024

Experience

  • FourKites, Inc.
    • United States
    • Software Development
    • 500 - 600 Employee
    • Sr. Manager, Customer Operations
      • Aug 2023 - Present

      *Responsible for project and program management for high-impact initiatives at the company level that positively impact the customer experience

    • Sr. Manager, Network Growth - The Americas, Carrier Operations
      • Mar 2022 - Aug 2023

      *Leads team of 10+ in scaling ops, executing OKRs, and identifying process improvements*Rolled out internal standardized customer escalation process prevented $750,000 ARR churn within first week by improving escalation tracking and resolution through enhanced structure and clarity.*Accelerated onboarding project timelines by 21% in Q4/Q1 with process improvements, driving faster value realization*Received positive SOP/SLA feedback from 6 members across 2 customer-facing teams, contributing to the successful delivery of projects Show less

    • Manager, Emerging Modes & Emerging Markets, Carrier Operations
      • Mar 2020 - Apr 2022

      *Implemented a framework for emerging products and core business in Latin America, enhancing scalability and knowledge transfer*Decreased time to value by 35% across 3+ emerging modes, optimizing project timelines and increasing efficiency therefore enabling us to deliver enhanced value to customers*Launched strategies to deflect 20% of units of work in our LATAM region, reducing backlog, and optimizing resource utilization for value-added tasks*Received consistent positive feedback from direct reports, achieving over 95% satisfaction rate in semi-annual reviews, indicating successful management of the team and successful completion of associated projects Show less

    • International Carrier Operations Lead
      • Oct 2018 - Mar 2020

      *Successfully managed 10+ contractors across 4 countries, enabling international market growth and expansion through effective resource management and coordination*Achieved 115% increase in European and 1000% increase in Latin American carrier networks, showcasing strong business development skills *Drastically improved team efficiency and productivity, resulting in 37% throughput increase and 18% decrease in time to value*Secured significant revenue growth in international markets, with over $2M ARR in Europe and over $500K ARR in Latin America in year one Show less

    • International Carrier Account Specialist
      • Oct 2017 - Oct 2018

      *Managed dozens of simultaneous customer implementations, acting as primary point of contact for support and technical issue resolution*Conducted first two international on-site customer workshops, increasing retention*Secured over $250K ARR with first European customer and over $100K ARR with first Latin American customer, demonstrating effective stakeholder management and customer service skills

    • Operations Associate
      • Jan 2017 - Oct 2017

      *Led global enterprise customer onboarding, driving carrier integrations, product adoption, and rapid time to value*Reduced project completion time by 63% and completed approximately 250 onboarding projects*Consistently secured 1-2 positive carrier testimonials monthly, contributing to overall company success in project delivery

  • Trustwave
    • United States
    • Computer and Network Security
    • 700 & Above Employee
    • Multilingual Compliance Support Analyst
      • Dec 2015 - Jan 2017

      *Facilitated the PCI Compliance process for business owners by providing tailored and multilingual support to customers unfamiliar with the industry requirement *Reduced call duration by 10% quarter-over-quarter by implementing self-service options for clients, resulting in increased efficiency *Consistently received 1-2 positive testimonials per month from non-English speaking business owners, demonstrating success in customer satisfaction *Handled an average of 25 calls per month in Spanish, French, and Portuguese, showcasing language proficiency and cross-cultural communication skills *Successfully resolved approximately 10 frustrated customer situations, highlighting exceptional conflict resolution and customer service skills Show less

Education

  • Hobart and William Smith Colleges
    Bachelor’s Degree, French and Francophone Studies (major) International Relations (minor)
    2005 - 2009

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