Ann E. Knapp
Worcester
Summary
Dynamic operations leader with a proven track record at Global Mobility Solutions, driving a 45.6% revenue increase through strategic planning and partner network management. Expert in project management and team training, fostering a culture of excellence while optimizing mobility programs and enhancing customer satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
DIRECTOR - TRANSPORTATION SERVICES
Global Mobility Solutions
12.2013 - 07.2025
- Promoted to the executive team to work closely with the C-Suite to strategize and drive the company's growth.
- Direct all strategic and functional areas related to transportation services. Proactively analyze and balance caseload of moves and manage relationships with all network providers including traditional domestic van line, small shipment, global/international, DIY, 3rd party, and car and pet movers. Manage company performance based on the 5 C's: Capture, Conversion, Customer Satisfaction, Cash, and Core Values.
- Analyze move coverage for gaps, and if new partners are needed, launch a formal RFP process. Created a stellar reputation in the industry, resulting in GMS having a waiting list of eager partners. When necessary, enact disciplinary action or partner separations.
- Coached underperforming partner Coordinators on best practices in managing moves for GMS, resulting in a higher performing network of partners, better customer satisfaction, and more profitable moves.
- Project Manager leading an initiative with internal IT teams to create a customized enterprise document management system that replaced a vendor system and saved over $33K in the first year implemented.
- Led IT project to create a Household Goods Portal for partners to share standard documents which eliminated the need to hire another staff member, saving over $50K in fully loaded FTE costs per year.
- Plan and manage the GMS Annual Forum, a conference for supplier/service partners. Manage a $45K event budget and all event details including venue, theme, catering, and entertainment for 150 guests.
- Increased volume by 24.8% by working closely with Account Management and Business Development teams to capture new move volume from new clients in newer or lower volume areas.
- Boosted revenue by 45.6% from 2013 to 2019 through a combination of renegotiated contracts/pricing and new, more profitable service offerings, including a profitable small shipment program.
- Global Mobility Solutions is a full service global relocation management company servicing corporate clients and Individual recruiters from around the world. GMS holds contracts with nearly 400 corporate clients including: IKEA, National Basketball Association (NBA), McLaren Automotive, Stihl, Sazerac, and Centurylink.
- Developed policies to enhance service delivery in transportation services.
- Coordinated with vendors to ensure compliance with safety regulations and standards.
- Trained staff on best practices in customer service and transportation logistics.
- Analyzed data to improve transportation efficiency and reduce costs.
- Collaborated with cross-functional teams to streamline relocation processes.
- Implemented technology solutions to track shipments and enhance communication channels.
- Collaborated with other departments regarding transportation logistics requirements.
- Maintained relationships with vendors to ensure quality service delivery.
- Reviewed carrier invoices for accuracy prior to payment processing.
- Analyzed current trends in the industry to develop new strategies for improving operations.
- Created policies, procedures, and processes for effective transportation management.
- Ensured compliance with federal, state, and local regulations related to transportation services.
- Assessed staffing needs based on workload fluctuations throughout the year.
- Conducted regular meetings with staff members to discuss performance goals and objectives.
- Investigated potential issues that may arise during transit operations.
- Participated in conferences and events related to the industry sector.
- Provided direction, guidance, and support to staff on daily operations and projects.
- Managed day-to-day logistics operations, monitoring incoming deliveries and overseeing personnel tasks.
- Consistently met company and department objectives within budget and time constraints.
MANAGER-VAN LINE NETWORK
GMS
02.2012 - 12.2013
- Promoted to lead the department and resolve market balance challenges, specifically geographic areas where the company need additional support for the transportation of household goods. Maintained ownership of the completion and distribution of quarterly business scorecards, successful implementation of new partners, and discipline/removal of underperforming partners.
- Removed underperforming partners which streamlined the network from over 60 partners to 35 partners.
- Deepened relationships with remaining partner Account Managers and optimized volume of moves to partners, which made GMS a more profitable and valued client to those service partners.
- Reevaluated network territories by refocusing the 35 remaining partners in areas where they had the best service level, which increased efficiency and boosted customer satisfaction for household goods moves by 7.68% within the first 8 months post changes.
- Increased revenue 38.4% through added service offerings to increase the capture rate of business, including executive transportation partner for VIP/C-Suite moves and wine transport.
SENIOR VAN LINE SPECIALIST
GMS
09.2010 - 02.2012
- Managed a caseload of over 900 moves per year representing over $6.5M in van line bookings. Assigned-out household goods services and monitored milestone management through delivery. Audited all estimates across caseloads to ensure that they were in-line with van line contracts and client policy.
- Onboarded strategically located high-quality partners to fill gaps in the household goods network.
- Documented and improved the partner onboarding process to ensure key information, expectations, and protocols were shared consistently and that partners were prepared to deliver outstanding service.
- Led the network implementation of Curbside Manner and instituted a requirement for 100% usage of background checked labor.
Assistant Director of Admissions
South University, EDMC OHE
Phoenix
Account Manager, Transportation Specialist
Palmer Moving & Storage
Scottsdale
- Assisted clients with relocation inquiries and service options.
- Coordinated logistics for moving schedules and resource allocation.
- Provided timely updates to customers on shipment status and timelines.
- Maintained accurate records of client interactions in the database system.
- Collaborated with team members to streamline customer service processes.
- Educated customers on policies, procedures, and service offerings available.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Resolved customer complaints promptly and efficiently.
- Provided exceptional customer service to ensure customer satisfaction.
- Conducted regular follow-up calls with customers after resolving their issues.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged for billing.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Updated databases with new and modified customer data.
- Supported sales team members to drive growth and development.
- Presented existing and prospective customers with valuable service or product information to aid in decision-making.
- Mentored junior team members and managed employee relationships.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Prevented key account losses by researching discrepancies and correcting problems.
- Led on- and off-site customer support teams across multiple time zones.
Account Manager, Transportation Specialist
Budd Van Lines
Scottsdale
- Managed client accounts and maintained strong customer relationships.
- Coordinated project timelines and ensured timely deliverables for clients.
- Conducted regular check-ins to address client concerns and feedback.
National Account Coordinator
ABC Moving, Inc.
Phoenix
- Coordinated logistics for national accounts to ensure timely service delivery.
- Managed customer inquiries and provided detailed information on moving services.
- Facilitated communication between customers and operational teams to resolve issues.
- Supported account managers by preparing reports and maintaining client databases.
- Assisted in scheduling and confirming appointments for moving services nationwide.
- Set up and updated customer accounts to facilitate smooth service delivery.
Customer Service Representative
ABC Relocation Services, Inc.
Clinton
- Assisted clients with relocation inquiries and service options.
- Coordinated logistics for moving schedules and resource allocation.
- Resolved customer complaints with empathy and effective communication.
- Educated customers on policies, procedures, and service offerings available.
- Collaborated with team members to streamline customer service processes.
- Maintained accurate records of client interactions in the database system.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Developed strong relationships with customers by providing personalized assistance and support.
- Developed strong customer relationships to encourage repeat business.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided exceptional customer service to ensure customer satisfaction.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
Education
Bachelor's Degree - Accounting
Assumption College
Worcester, MASkills
- Operations leadership
- Strategic planning
- Partner network management
- Market awareness
- Revenue generation
- Mobility program oversight
- New service launches
- Profit optimization
- Account management
- Business development
- Customer relationship building
- Project management
- SLA contract management
- KPI reporting
- Team training
- Coaching culture
- Process improvement
- Customer service
- Coordination
- Staff training
- Report generation
- Team development
- Multitasking and organization
- Customer consulting
- Call center experience
- Client relations
- Inbound and outbound calling
- Active listening
Prior Roles
- Assistant Director of Admissions, South University, EDMC OHE, Phoenix, AZ
- Account Manager, Transportation Specialist, Palmer Moving & Storage, Scottsdale, AZ
- Account Manager, Transportation Specialist, Budd Van Lines, Scottsdale, AZ
- National Account Coordinator, ABC Moving, Inc., Phoenix, AZ
- Customer Service Representative, ABC Relocation Services, Inc., Clinton, MA
Websites
Certification
- Global Mobility Specialist, Worldwide ERC, 09/01/16
- Certified Moving Consultant, American Moving & Storage Association, 01/01/11
- Certified Relocation Professional, Worldwide ERC, 07/01/11
- Stellar Customer Service, 07/01/07
- Magic Customer Relations, 03/01/07
- AMSA Certified Claims Analyst, 04/01/04
Career Experience
- DIRECTOR - TRANSPORTATION SERVICES, Global Mobility Solutions (GMS), 12/01/13, 07/31/25, Promoted to the executive team to work closely with the C-Suite to strategize and drive the company's growth., Direct all strategic and functional areas related to transportation services., Proactively analyze and balance caseload of moves and manage relationships with all network providers including traditional domestic van line, small shipment, global/international, DIY, 3rd party, and car and pet movers., Manage company performance based on the 5 C's: Capture, Conversion, Customer Satisfaction, Cash, and Core Values., Analyze move coverage for gaps, and if new partners are needed, launch a formal RFP process., Created a stellar reputation in the industry, resulting in GMS having a waiting list of eager partners., Coached underperforming partner Coordinators on best practices in managing moves for GMS., Project Manager leading an initiative with internal IT teams to create a customized enterprise document management system., Led IT project to create a Household Goods Portal for partners to share standard documents., Plan and manage the GMS Annual Forum, a conference for supplier/service partners.
- MANAGER-VAN LINE NETWORK, GMS, 02/01/12, 12/31/13, Promoted to lead the department and resolve market balance challenges., Maintained ownership of the completion and distribution of quarterly business scorecards., Removed underperforming partners which streamlined the network from over 60 partners to 35 partners., Deepened relationships with remaining partner Account Managers., Increased revenue 38.4% through added service offerings.
- SENIOR VAN LINE SPECIALIST, GMS, 09/01/10, 02/01/12, Managed a caseload of over 900 moves per year representing over $6.5M in van line bookings., Onboarded strategically located high-quality partners to fill gaps in the household goods network., Documented and improved the partner onboarding process.
Key Qualifications
- Operations Leadership
- Strategic Planning & Execution
- Partner Network Development & Management
- Market Awareness
- Revenue Generation
- Mobility Program Management
- New Service Launches
- Profit Optimization
- Senior Account Management
- Business Development Strategies
- Customer-Centric Relationship Building
- Project & Process Management
- Service Level Agreement (SLA) Contracts
- Key Performance Indicator (KPI) Management/Reporting
- Partner & Team Training
- Culture of Coaching
References
References available upon request.
Timeline
DIRECTOR - TRANSPORTATION SERVICES
Global Mobility Solutions
12.2013 - 07.2025
MANAGER-VAN LINE NETWORK
GMS
02.2012 - 12.2013
SENIOR VAN LINE SPECIALIST
GMS
09.2010 - 02.2012
Assistant Director of Admissions
South University, EDMC OHE
Account Manager, Transportation Specialist
Palmer Moving & Storage
Account Manager, Transportation Specialist
Budd Van Lines
National Account Coordinator
ABC Moving, Inc.
Customer Service Representative
ABC Relocation Services, Inc.
Bachelor's Degree - Accounting
Assumption College