Barbara Gaines
Graham
Summary
Over 34 years of experience in customer and sales support within high-volume relocation companies, specializing in domestic and international HHG shipments. Proven track record as Vice President of Operations, demonstrating a strong commitment to customer service and relationship building. Expertise in resolving complex issues efficiently while maintaining composure under pressure, leading to enhanced customer loyalty. Skilled in creative problem-solving and strategic partnership development, achieving mutually beneficial outcomes through effective communication and diplomacy.
Overview
35
35
years of professional experience
Work History
Vice President of Operations
Gateways International
03.2018 - Current
- Directed operational activities to establish efficient, cost-effective systems for organizational needs.
- Coordinated weekly reports and meetings to evaluate Military DOD & DOS HHGs orders against benchmarks.
- Educated staff on transitioning DOD, DOS, GSA, and Commercial household goods processes.
- Coached team members on the complexities of Military and DOS relocations.
- Established partnerships with industry leaders and military bases to enhance service delivery.
- Reviewed job costing to ensure alignment with financial objectives.
- Collaborated with servicing agents to improve domestic and international access.
- Implemented strategic initiatives that increased productivity and decreased costs.
Branch Manager / Customer Service Manager
Golden Services llc
02.2016 - 03.2018
- Managed and implemented training in the relocation process from start to finish.
- Training move coordinators in implementing company policies and guidelines for household goods relocation.
- Military, Non-Temp, GSA, National Account, COD, and office moving.
- Communicate with customers regarding policies and the status of the move and answer questions as needed.
- Coordinate household effects (HHG) shipments, including scheduling, routing, and delivery.
- Maintain constant data entry with system software.
- Worked closely with upper management, sales, and the corporate office; organized and followed through on all the details.
Sales Support / Move Coordinator
Bekins Northwest
02.2013 - 02.2016
- Maintained communication throughout the move process with the customer, dispatch, warehouse, accounting, claims, salesperson, driver, headquarters, and other move agents.
- Reviewed the accuracy of all necessary information and documents from sales representatives, being diligent in ensuring that all paperwork met both state and federal requirements.
- Set up sales files and maintained all information required via the company software program, ensuring that the client and company agreed upon each phase of the move.
- Fielded and addressed any questions, concerns, and complaints of the external customer, all personnel, or anyone else involved in the move, and maintained clear and concise documentation of all communication with the client, employee, and other parties using industry-specific software.
- Coordinated logistics for residential and commercial moving projects.
- Managed customer communication throughout the moving process.
- Scheduled and confirmed move dates with clients and teams.
- Developed detailed move plans tailored to client needs.
- Facilitated conflict resolution between clients and team members.
- Assisted in route planning to optimize travel efficiency during moves.
- Facilitated contract negotiations with carriers, ensuring best pricing on freight services.
Owner
Moving Link Corporate Relocations
08.2007 - 11.2009
- Consultant – Proposed business partnerships, recommended business solutions, and advised on changes/modifications for employee relocations.
- Assisted clients in finding a cost-effective company to meet their relocation budget.
- Coordinated with relocation companies, pulled estimates, surveyed job locations, and constantly communicated with all parties.
Customer Service / Sales Support
CMS
03.2004 - 08.2007
- Company Overview: Kent, Wa (253)395-5443
- Manage the relocation process from start to finish, implementing company policies and guidelines.
- Communicate with customers regarding policies, the relocation status, and answer to questions as needed.
- Coordinate household effects (HHG) shipments, including scheduling, routing, and delivery.
- Maintain constant data entry with the system software.
- Worked closely with management, sales, and the corporate office; organized and followed through on all the details.
- Set up GSA accounts with Allegiant Move Management.
- Kent, Wa (253)395-5443
Sales National Account / GSA
DeVries Moving
02.1998 - 03.2004
- Served as primary contact for multiple commercial and governmental clients.
- Executed daily warehousing, inventory control, order processing, shipping, receiving, billing, and data entry tasks.
- Provided sales support and training for office staff while assisting with hiring processes.
- Delivered accurate and efficient completion of daily operational duties.
- Collaborated with diverse coworkers to achieve goals and resolve product-related issues.
- Contributed innovative solutions to improve team performance and overall outcomes.
Dispatch
Burnham Van Lines
Seattle
06.1990 - 02.1998
- Communicated effectively with crews and drivers regarding changes in, or delays in, the daily work schedule.
- Coordinated the dispatch of vehicles for pick-up and delivery of goods.
- Inspected outgoing shipments for compliance with quality standards before dispatch.
- Reported any accidents or incidents to dispatch immediately upon occurrence.
- Documented all relevant details from each call in the computer-aided dispatch system.
- Checked all outgoing shipments to ensure accuracy prior to dispatch.
- Ensured compliance with company policies regarding dispatch procedures at all times.
- Consulted with clients to understand moving needs and preferences.
- Coordinated logistics for residential and commercial moves.
- Provided guidance on packing techniques and materials.
- Managed communication between clients and moving teams.
- Resolved client inquiries and concerns throughout the moving process.
Education
Some College (No Degree) - Business Administration
Highline College
Seattle, WASkills
- Conflict resolution
- Strategic planning
- Training development
- Cost analysis and savings
- Operational management
- Process optimization
- Problem solving
- Project management
- Leadership training
- Partnership building
- Effective communication
- Budget control
- Business development
- Business administration
- Purchasing and planning
- Logistics management
- Inventory management
- Data analysis
- Computer literacy
- Time management
- Active listening
- Calm under pressure
- Attention to detail
- Decision making
- Creative problem solving
- Sales expertise
- Adaptability
- Quick learning
- Client relations
- Team leadership
Timeline
Vice President of Operations
Gateways International
03.2018 - Current
Branch Manager / Customer Service Manager
Golden Services llc
02.2016 - 03.2018
Sales Support / Move Coordinator
Bekins Northwest
02.2013 - 02.2016
Owner
Moving Link Corporate Relocations
08.2007 - 11.2009
Customer Service / Sales Support
CMS
03.2004 - 08.2007
Sales National Account / GSA
DeVries Moving
02.1998 - 03.2004
Dispatch
Burnham Van Lines
06.1990 - 02.1998
Some College (No Degree) - Business Administration
Highline College
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