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.
Customer Experience Representative – ICS at J.B. Hunt Transport Services, Inc.Customer Experience Representative – ICS at J.B. Hunt Transport Services, Inc.