Anna Bowers
Anoka,MN
Summary
Dynamic and experienced executive level leader in supply chain management, with expertise in transportation management, client services and relations, carrier procurement, and team development. Proven ability to develop strategic and sustainable solutions, swiftly identify efficiency opportunities, and navigate the evolving landscape of the industry. Passionate about leading and developing teams, with a strong focus on fostering client and partner relationships. Proficient in independent decision-making and dedicated to enhancing employee engagement and performance through effective training and morale-building strategies.
Overview
11
11
years of professional experience
Work History
Director of Customer Care
King Solutions
01.2022 - Current
- Provide leadership and direction to entire customer care team, ensuring alignment with departmental vision, goals, and objectives
- Lead teams that manage 300+ clients activity and develop future leaders to support customer account growth and continuous improvement
- Improved client retention by executing comprehensive onboarding programs and providing ongoing support.
- Championed a proactive approach towards problem-solving; empowered team members to take ownership of issues while minimizing escalations whenever possible.
- Streamlined internal processes within department, reducing redundancies and increasing overall efficiency levels.
- Maintain strong relationships with internal departments, including sales and operations, to achieve organizational goals and objectives.
- Foster a culture of high performance, continuous improvement, and employee engagement within team.
- Collaborate with cross-functional teams to ensure seamless service delivery and cohesive approach to customer care.
- Ensure all customer care activities are conducted with focus on safety, quality, delivery, and financial responsibility.
- Develop and implement procedures and policies for department, establishing service metrics and making necessary adjustments to improve performance.
- Influence management and stakeholders on proposed approaches and strategies for customer care department.
- Align customer care strategies with overall business development and operational goals to drive company performance.
- Leverage technology to improve customer care processes and enhance efficiency.
Manager of Logistics Pricing
King Solutions
04.2019 - 03.2022
- Oversaw all aspects of King Solutions, Inc.'s LTL and Final Mile programs, including internal and common carrier initiatives
- Managed pricing and procurement, created and maintained contracts, and handled rate negotiations
- Conducted formal bid processes, managing RFP procurement, and ensuring accurate rate entry into TMS
- Collaborated with customer care and sales teams to address pricing and performance issues, negotiated pricing agreements, and resolved IT-related pricing issues
- Advised leadership on LTL market trends, analyzed current and future programs, and continuously reviewed carrier performance
- Developed strategies to adapt to industry changes, managed final mile carrier resource map, and secured necessary resources.
- Conducted regular supplier performance reviews to track progress against expectations, addressing any areas requiring corrective action or improvement initiatives.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Facilitated successful cross-functional collaborations for completion of key projects, fostering strong working relationships among team members.
- Collaborated with internal stakeholders to define procurement objectives aligned with overall business goals and strategies.
Customer Care Team Lead
King Solutions
09.2017 - 08.2019
- Led team of Account Managers overseeing transportation, logistics, fulfillment, and project-based accounts
- Developing and implementing company plans, goals, objectives, and budgets
- Focused on evaluating processes and tools to improve efficiencies, ensuring compliance with company policies, and achieving company objectives
- Advised leadership on initiatives that aligned with overall Customer Care strategies and efficiency opportunities
- Attended and facilitated quarterly business reviews with clients, and managed daily activities of personal accounts
- Developed training materials to ensure consistent performance levels among team members.
- Additionally, I provided daily support to team members, communicated team goals and KPIs, and assisted with onboarding new team members
- Set performance standards, measured results, promoted team growth, developed new processes, supported sales and pricing strategies, and advised on crisis management to secure resources timely.
- Maintained strong working knowledge of industry best practices, incorporating them into team processes where appropriate.
- Facilitated open communication channels within team, promoting idea sharing and problem-solving discussions.
- Achieved high customer retention rates through consistent follow-up and proactive communication.
- Coordinated with other departments to address interdepartmental issues impacting customer care outcomes.
- Championed employee development opportunities by identifying skill gaps and recommending relevant training courses.
- Spearheaded continuous improvement initiatives aimed at enhancing overall customer experience.
- Managed escalated calls professionally, resolving customer concerns in a timely manner while maintaining excellent rapport.
Customer Care Specialist
King Solutions
08.2015 - 08.2017
- Managed daily activities for an assigned group of customers, ensuring proactive communication both internally and externally
- Consistently delivered excellent customer service, exceeding expectations and ensuring customer satisfaction
- Performing order entry, supporting tracking and tracing, and securing resources as needed
- Provided and analyzed customer reports, tendered orders to carrier partners, and scheduled pick-ups and deliveries
- Evaluated business processes for assigned accounts and recommended enhancements
- Expanded the use of final mile carrier list
- Served as an advisor for major projects within King Solutions Global
- Assisted in implementation and training of new WMS system roll-out to all fulfillment clients and customer care teams
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Took ownership of customers issues to follow problems through to resolution.
- Provided exceptional support during high call volume periods, maintaining a professional demeanor under pressure.
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Coordinated cross-functional teams to address complex client issues, facilitating communication between departments to ensure a seamless resolution process.
- Developed customized logistics solutions to meet the unique needs of key accounts, resulting in increased customer loyalty.
Business Risk Analyst
Walser Automotive Group
03.2014 - 08.2015
- Worked closely with the CFO directly on accessing company costs to investments and focused on reducing the unnecessary costs incurred
- Bridged the gap between safety and performance across 20 locations helping to mitigate risk from a workers compensation perspective.
- Conducted regular reviews of company policies and procedures to identify areas for improvement in risk management practices.
- Supported executive decision-making by providing accurate and timely reports on key performance indicators related to business risks.
- Maintained up-to-date knowledge of evolving regulations, proactively adapting compliance processes as needed.
- Educated employees on safe work practices, decreasing the frequency of workplace accidents.
- Collaborated with senior leadership to set strategic direction for the organization''s compliance function, aligning objectives with business goals.
- Enhanced claim processing efficiency by implementing streamlined procedures for Workers Compensation cases.
- Managed workers compensation claims for timely resolution, ensuring appropriate medical treatment and minimizing lost time.
- Assessed emerging risks through ongoing research and monitoring of industry trends, proactively addressing potential threats before they materialized into significant issues.
- Collaborated on implementation of collection strategies with collections, risk and fraud teams.
- Improved risk identification processes through the development and implementation of advanced analytical tools and techniques.
- Maintained comprehensive documentation of all risk assessment activities, ensuring compliance with regulatory requirements and facilitating efficient knowledge transfer within the organization.
Administrative Assistant Risk, Compliance, Safety
Walser Automotive Group
03.2014 - 05.2014
- Supported insurance and worker's compensation administration
- Processed credit applications and send credit references
- Created reports and analyze parts data within ADP and Excel
- Reviewed monthly trends analysis in inventory dollars, obsolescence, and true/gross turns
- Controlled inventory prep and assisted on parts inventories at each locations
- Investigated current product data analysis to provide recommendations
- Developed Composite and Trend Reports utilizing all available data sources
- Evaluated current trends of Sales in Parts, Service and advisor departments
Experiential Marketing Intern
Walser Automotive Group
03.2013 - 09.2013
- Performed daily marketing duties and upkeep of budgets
- Monitored and tracked customers' online activity and website leads
- Responsible for scheduling and managing volunteers
- Cooperatively planned and executed numerous non-profits and marketing events
- Assisted with coordinating and managing sponsorships and sponsorship activation
- Created various internal communications pieces to promote events with volunteer opportunities
- Designed and implemented strategic marketing reporting template
- Raised brand awareness through consistent marketing efforts and social media campaign
- Assisted in creating written, video, and image content for marketing channels
- Participated in brainstorming sessions, contributing fresh ideas that led to innovative marketing initiatives.
- Researched interesting and relevant content to capture interest and improve site traffic.
- Scheduled social media postings to advertise products and generate site traffic.
- Provided administrative support to the marketing team by maintaining databases, tracking projects progress, scheduling meetings.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
Education
Bachelor of Science - Marketing Communications and Business Administration
University of Wisconsin
River Falls, WI2012
Skills
- Critical Thinking
- Managing Operations and Efficiency
- Negotiation and Conflict Resolution
- Innovation and Creativity
- Excellent problem-solving abilities
- Well-organized
- Customer Support
- Collaborative Leadership
- Strategic Planning
- Project Management
- Culture Transformation
Affiliations
- MaKING a Difference Executive Committee Chair
- TeamWomen Leadership
- Council of Supply Chain Management Professionals
- SMC3 Conference Attendee / Former Member
- ECA Conference Attendee
- Certified Risk Manager (CRM)
Timeline
Director of Customer Care
King Solutions
01.2022 - Current
Manager of Logistics Pricing
King Solutions
04.2019 - 03.2022
Customer Care Team Lead
King Solutions
09.2017 - 08.2019
Customer Care Specialist
King Solutions
08.2015 - 08.2017
Business Risk Analyst
Walser Automotive Group
03.2014 - 08.2015
Administrative Assistant Risk, Compliance, Safety
Walser Automotive Group
03.2014 - 05.2014
Experiential Marketing Intern
Walser Automotive Group
03.2013 - 09.2013
Bachelor of Science - Marketing Communications and Business Administration
University of Wisconsin
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