Summary
Overview
Work History
Education
Skills
Timeline
Generic

Brianna Haynes

Siloam Springs

Summary

Effective customer experience leader with strong analytical skills and a commitment to driving operational success. Utilizes strategic initiatives and tools available to enhance productivity and efficiency. Engaging, collaborative individual looking to thrive in an empowering work culture.

Overview

7
7
years of professional experience

Work History

Manager II, Customer Experience

J.B. Hunt Transport Services, Inc.
06.2021 - Current
  • Hires, develops and leads team of personnel to promote customer success by ensuring operational excellence in proactive communication, identifying efficiency opportunities and executing according to client expectations.
  • Onboards new business with implementation calls, SOP completion, customer check-ins for positive sentiment and continued relationship building to expand service.
  • Compiles data to conduct monthly/quarterly business reviews with internal and external customers to foster collaboration and improvement.
  • Established trusting relationships with peer groups to streamline account management and cultivate strategic growth plans.
  • Monitors team budget, metric performance and account award compliance to meet and/or exceed team goals.

Sr Client Manager, Customer Experience

J.B. Hunt Transport Services, Inc.
05.2023 - 04.2024
  • Aligned with 22 strategic Regional accounts to execute with the approach of: understand, deliver, measure and anticipate.
  • Analyzed customer scorecard data to scrub failure detail and determine root cause issues contributing to service to therefore provide solutions for mitigation.
  • Studied customer business models, networks, strategies and requirements to better understand where J.B. Hunt could contribute to success and long-term growth for the account.
  • Kept current with supply chain forecasting and cross referenced potential impacts to client list to proactively create execution plans surrounding capacity and equipment needs.
  • Audited increasing accessorial costs to confirm validity and worked with customers/facilities on process change solutions to keep additional occurrences to a minimum. Biggest improvement was a $181,275 cost improvement month-over-month.

Manager I, Customer Experience

J.B Hunt Transport Services, Inc.
10.2018 - 06.2021
  • Served as first point of escalation to support team of Account Managers in daily operations that collectively managed 150+ customers to bridge gaps in information and/or assist in resolution.
  • Supported new hires in onboard training surrounding best practices, internal reporting tool usage, workflow processes and best-in-class communication.
  • Championed team members to align in mentorship programs, company ERGs and invest in their professional brand development.
  • Worked in partnership with team personnel to be the liaison between customer and internal groups for J.B. Hunt to be the customer's "Go-To" carrier.

Education

University of Arkansas
Fayetteville, AR

Skills

  • Clear and concise communication
  • People leadership
  • Ability to multi-task
  • Interpersonal relationships
  • Adaptability
  • Data analysis

Timeline

Sr Client Manager, Customer Experience

J.B. Hunt Transport Services, Inc.
05.2023 - 04.2024

Manager II, Customer Experience

J.B. Hunt Transport Services, Inc.
06.2021 - Current

Manager I, Customer Experience

J.B Hunt Transport Services, Inc.
10.2018 - 06.2021

University of Arkansas
Brianna Haynes