Estella Lancaster
Moreno Valley,CA
Summary
Dedicated transportation professional with a proven track record in negotiating and procuring tactical transportation capacity. Adept at managing high-value loads, fostering strong relationships with carriers, and optimizing supply chain operations. Seeking opportunities to leverage my expertise and leadership skills to drive success in the transportation industry.
Overview
17
17
years of professional experience
Work History
Customer Success Manager
Kal Freight Logistics
Fontana, CA
12.2023 - Current
- Analyzed customer data to identify trends and opportunities for improvement.
- Researched new technologies and initiatives to improve customer experience.
- Created reports outlining customer usage and retention metrics.
- Provided customer onboarding and training to ensure successful product adoption.
- Developed and maintained relationships with customers to facilitate user engagement and satisfaction.
- Maintained up-to-date knowledge of industry trends related to customer success management.
- Established processes for measuring customer satisfaction rates across multiple channels.
- Established strong relationships with clients through regular communication and follow-up activities.
- Developed custom solutions for customers based on their individual business objectives.
- Identified areas where current products are not meeting expectations or could be improved upon.
- Collaborated with cross-functional teams to develop strategies for driving customer success.
- Managed customer inquiries and complaints in a professional manner.
- Organized events such as webinars or workshops aimed at increasing customer engagement levels.
- Worked closely with marketing team to create content that educates customers about our services.
- Delivered presentations on product features, benefits, and value propositions at conferences or webinars.
- Led customer onboarding processes, ensuring smooth transition and high satisfaction levels.
- Negotiated contract renewals and managed customer expectations to ensure satisfaction.
- Led cross-functional initiatives to streamline processes and enhance customer experience.
- Trained and mentored new team members to promote productivity, accuracy and friendly customer service.
Carrier Relations Specialist
Niagara Bottling, LLC, Diamond Bar
02.2008 - 12.2023
- Spearheaded the procurement and negotiation of tactical transportation capacity
- Assumed significant responsibility for making negotiating decisions on behalf of Niagara, including loads totaling millions of dollars
- Dispatched qualified carriers for available freight, ensuring high-level service and resolving issues promptly
- Cultivated and nurtured relationships with carriers throughout the region, identifying opportunities for collaboration
- Provided essential data to Carrier Relations Manager for communicating Key Performance Indicators to carrier partners and maintained strong relationships to ensure daily compliance
- Acted decisively to resolve problems, identify issues, and implement effective solutions
- Communicated daily sourcing needs to carriers while optimizing and maximizing contracted capacity
- Attended selected carrier meetings, compiled summaries of carrier performance, and evaluated performance metrics
- Identified tactical cost-saving opportunities to reduce Total Cost of Ownership for the assigned region
- Collaborated with various supply chain departments, focusing on maximizing contracted capacity and effective transportation planning
- Managed daily transactional spot volume for the region, developing strategies to reduce the reliance on spot market coverage
- Worked closely with carriers to adjust daily capacities to support short-term increases in demand
- Assisted in the procurement of short-term and tactical transportation capacity
- Communicated Key Performance Indicators to carrier partners
- Participated in carrier meetings, compiled summaries of carrier performance, and assessed performance metrics
- Identified cost-saving opportunities to reduce Total Cost of Ownership for the assigned region
- Offered recommendations for supplier process improvements
- Collaborated with various supply chain departments to drive transportation initiatives
- Contributed to departmental strategy, including setting team goals, creating and evaluating projects, and serving as a project lead for procurement initiatives.
Procurement Specialist
Niagara Bottling, LLC
Diamond Bar, CA
01.2017 - 02.2022
- Organized periodic meetings with vendors and suppliers to discuss business objectives.
- Managed relationships with key suppliers by regularly communicating updates about pricing changes or new products.
- Analyzed market trends to anticipate future material needs.
- Coordinated with internal stakeholders to ensure timely delivery of items to meet project deadlines.
- Identified opportunities for process improvement within the procurement cycle.
- Prepared Requests For Proposals to solicit bids from vendors.
- Provided training sessions on procurement processes and procedures for staff members.
- Collaborated closely with other departments to understand their product requirements and ensure timely fulfillment of orders.
- Maintained records of purchases, pricing, and other important data in company databases.
- Evaluated supplier quotations to determine best value for money products or services.
- Performed regular reviews of existing contracts to negotiate better terms or reduce costs where possible.
- Negotiated contracts with vendors for the purchase of required materials and services.
- Developed strategies for procuring goods and services at the most cost-effective prices.
- Managed inventory control, material control, accounting and supply reports.
- Mitigated logistics deficiencies, resolved shortages and tracked missed or late deliveries while scheduling and expediting high-priority customers.
- Strengthened traceability, developing organization systems for purchase orders, invoices, pricing and reports.
Transportation Supervisor
Niagara Bottling Inc
, CA
02.2013 - 02.2017
- Manage the procurement and negotiation of tactical transportation capacity
- Owns a significant amount of responsibility around making negotiating decisions for Niagara
- Responsible for negotiating loads in excess of millions of dollars on a load by load basis on behalf of Niagara
- Dispatch qualified carrier to available freight, providing all pertinent information necessary for a high level of service, responding to questions, investigating and resolving problems as needed, and updating carrier trips in the data system
- Foster and develop relationships with Carriers through the given region and identify opportunities for additional collaboration
- Provide supporting data to Carrier Relations Manager when communicating Key Performance Indicators to carrier partners and leverage relationships to ensure daily compliance
- Resolve problems, including identifying issues, thinking critically to determine the best course of action, and implementing solutions
- Communicate daily sourcing needs to carriers while optimizing and maximizing contracted capacity to determine the best course of action
- Attend selected carrier meetings including compiling and evaluating summaries of carrier performance
- Identify tactical cost-saving opportunities to reduce Total Cost of Ownership for assigned region
- Collaborate with various supply chain departments while planning capacity with a specific focus on maximizing contracted capacity
- Manage daily transactional spot volume for the region including the development of strategies to reduce the need for spot market coverage
- Work with carriers to adjust daily capacities to support short term increases in demand
- Assist in the procurement of short term and tactical transportation capacity
- Communicating Key Performance Indicators to carrier partners
- Communicate daily sourcing needs to carriers while optimizing and maximizing contracted capacity
- Attend carrier meetings including compiling and evaluating summaries of carrier performance
- Identify cost-saving opportunities to reduce Total Cost of Ownership for assigned region
- Provide recommendations for supplier process improvements
- Interaction with various supply chain departments to drive transportation initiatives
- Involved in department strategy that include setting team goals, project creation/evaluation, and serving as a project lead for procurement initiatives
Carrier Liaison
Niagara Bottling, LLC
, CA
02.2008 - 02.2013
- Monitored carrier performance against SLAs to ensure compliance
- Performed regular inspections of trucks and trailers to ensure compliance with safety regulations
- Conducted pre-trip and post-trip inspections of vehicles, including checking fluid levels, tire pressure, brakes, and other components
- Followed company regulations for safe driving practices on highways and local roads
- Provided timely delivery of goods according to customer needs
- Ensured that all safety protocols were followed while operating heavy machinery
- Reported any mechanical issues or accidents to management immediately
- Adhered to all applicable laws pertaining to the transport of hazardous materials
- Utilized GPS navigation systems to plan efficient routes for delivery trips
- Communicated effectively with customers regarding product delivery schedules
- Responded quickly to emergency situations while on the road
- Organized paperwork related to shipments such as manifests, bills of lading
- Monitored fuel consumption rates throughout trips using onboard computer systems
- Performed routine maintenance tasks such as oil changes, tire rotations
- Prepared detailed reports summarizing daily activities upon returning from trips
- Completed daily trip report to document time worked and mileage driven.
Education
Bachelor of Arts - Business Administration
University of Arizona Global Campus
Phoenix, AZ01.2023
Skills
Experience:
- Proficient in Oracle (OTM) and EBS (Enterprise Business Suite)
- SAP Systems
- SAP software proficient
- Fourkites tracking
- Retail Link
- Samsara
- Dynamic Routing Guide experience
- Report Analysis(KPI's)
- Schedule Management
- (DOT) regulations Expert
- DAT
- Experienced with ISO standards
- Turvo Experience
- Business Review
- Contract Management
- Sales Team Customer Service management
- RFP/Pricing Negotiation
- Supplier management
Skills:
- Sales Team Management Experience
- Data Driven Decision Making
- Customer Service
- Project Management
- CRM proficiency
- Key Account Management
- Performance Management
- Customer Retention
- Account Management
- Sales Pipeline Management
- Key Proformance Indicators
- Route Planning
- Streamlining
- Team Management
- Route Optimization
- Operations Management
- Proficiency in Microsoft Excel, Word, and Outlook
- Exceptional relationship-building skills
- Strong leadership capabilities, including the ability to delegate effectively
- Proficient in analyzing customer, carrier, and order trends related to specific accounts
- Ability to identify, recommend, and implement process improvements
- Cost Analysis
- Market Analysis
- Strategic Sourcing
- Demand forecasting
- Budget Planning
- Trends Analysis
- Cost Assessments
- Supplier Relationship Management
- Global Procurement
- ERP Software
- MS Office
- Analytical Thinking
- Bid process management
- Procurement Proposals
- Route Navigation
- Load Management
Timeline
Customer Success Manager
Kal Freight Logistics
12.2023 - Current
Procurement Specialist
Niagara Bottling, LLC
01.2017 - 02.2022
Transportation Supervisor
Niagara Bottling Inc
02.2013 - 02.2017
Carrier Relations Specialist
Niagara Bottling, LLC, Diamond Bar
02.2008 - 12.2023
Carrier Liaison
Niagara Bottling, LLC
02.2008 - 02.2013
Bachelor of Arts - Business Administration
University of Arizona Global Campus
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