Hi, I’m
Barbara Morris
Customer Experience Account Management
Fort Wayne,IN
Summary
Goal-oriented marketing expert with natural talents in developing and implementing successful strategies, driving profits, increasing market shares and strengthening customer dominance. Hardworking, performance-oriented leader offering proven expertise in project development, team supervision and campaign enhancement. Prepared to bring [Number]+ years of progressive experience and take on challenging position with opportunity to make lasting impact on company and customer success.
Overview
20
years of professional experience
Work History
Need It Now DeliversNew York, NY
National Director of Customer Experience
01.2019 - Current
Job overview
- Kept current on market and product trends to appropriately answer customer questions.
- Collaborated with internal stakeholders to close gaps and improve customer experience.
- Built customer confidence by actively listening to concerns and giving resolutions.
- Offered direction and gave constructive feedback to motivate team members.
- Met deadlines, exceeding expectations and effectively rolling out Dispatch Track across multiple divisions.
- Mentored local personnel on best practices and protocols to maximize productivity.
- Recruited and hired experienced contractors to complete projects on time and within budget requirements.
US PackOrlando, FL
Director of Account Management
02.2016 - 12.2018
Job overview
- Lead cross functional teams to develop and provide solutions to meet customer requirements
- Provide presentations, metrics, financial reporting and other documents and proposals as requested by customers as needed leading to improved customer experience and relationship
- Develop and facilitate project management plans between cross functional teams to address customer concerns and meet customer deadlines and expectations
- Gain buy in from internal teammates and customers by using excellent communication and influencing skills: allowed me to consistently overcome internal obstacles when addressing customer concerns
- Renegotiated client contracts and SOW’s to improve processes, customer experience, and gross margin
- Acted as liaison between internal departments and customers to develop solutions for improved service, customer experience, revenue retention and growth
- Acted as Coach and Mentor to new Account Management Directors
- Manage expectations to ensure a solid partnership is forged between the customer and our internal cross function teams
- Participated in contract negotiations and client close agreements.
- Worked with stakeholders throughout organization to identify opportunities for leveraging company data to drive business solutions and customer value.
- Identified new business opportunities from existing accounts.
- Developed and fostered strong relationships with client stakeholders.
- Advocated on behalf of client stakeholders to make changes and introduce initiatives to achieve superior account performance.
- Drove timely and successful delivery of service to customer needs and objectives.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Investigated and integrated new strategies to expand business operations and grow customer base.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Maintained up-to-date knowledge of competitor products and pricing in market served.
- Developed and executed sales presentations as well as both internal and external product training workshops.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Encouraged cross-selling of additional products and services through relationship-building and acquired understanding of customer business needs.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Liaised with sales, marketing and management teams to develop solutions and accomplish shared objectives.
- Drove team and company profits by developing and strengthening relationships with industry partners and potential clients.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
YRC WorldwideCharlotte , NC
Business Development Manager
06.2013 - 04.2015
Job overview
- Performed client research and identified opportunities for account growth, account penetration and market expansion.
- Identified and pursued valuable business opportunities to generate new company revenue and improve bottom line profit.
- Worked with existing customers to increase purchases of products and services.
- Identified distributor challenges related to corporate service offerings in order to formulate potential solutions.
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Taught consultative selling techniques to new and existing staff members to build expertise.
T-Force Final MileBaltimore, MD
National Key Account Manager
07.2011 - 04.2013
Job overview
- Worked closely with the VP of Sales, COO, and National Sales Director to introduce and implement the KAM role into the organization to ensure collaboration from all departments
- Externally focused role responsible for coordinating a seamless transition from National Sales to Key Account Relationship Management and revenue retention and growth
- Required multi-faceted expertise in all aspects of the business relationship including operations, sales, negotiations, contract administration, administration and analytical skill sets
- Developed initiatives and processes to address customer issues improving customer experience, revenue retention and organic revenue growth
- Managed a portfolio of $21 million while attaining a 102% revenue growth
- Negotiated National Contracts to convert substandard GM to profitable business
- Built relationships with customers and community to promote long term business growth.
DLS WorldwideBaltimore , MD
Sales Manager
08.2010 - 07.2011
Job overview
- Managed business development growth and profitability for 3PL franchise branch in Baltimore, MD
- Increased revenue by 75% after first 6 months for the Baltimore location
- Led operations team to successful customer relationship management processes which resulted in customer retention and referrals for new business
- Launched Truckload Services Brokerage for the Baltimore Office which increased revenue by $10,000 per month within the 6-months
- Built relationships with customers and community to establish long-term business growth.
- Created and implemented new business opportunities by utilizing strategic networking strategies.
ABF Freight Systems IncBaltimore , MD
Account Manager
03.2009 - 08.2010
Job overview
- Successful in negotiation of pricing programs to generate profitable revenue growth and consistent producer of highest revenue per bill
- Top producer of specialized services in my region 6 out of 12 months
- Secured high-value accounts through consultative selling, effective customer solutions and promoting compelling business opportunities.
- Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
- Liaised with external customers and internal departments to provide and gather information enabling customer requirements to be met.
Yellow FreightBaltimore, MD
Business Development Manager
07.2005 - 03.2009
Job overview
- Trained and developed local and corporate Account Executives on strategic sales of specialized services including project work
- Coached, mentored sales professionals to promote account growth within a multi-state territory
- Educated customers on strategies to minimize Supply Chain risk while controlling costs and improving customer service and profitability
- Customer Advocate during times of service issues and claims: provided escalation to Regional Operations Managers as well as the COO for Process Improvement
- Managed a portfolio of over $50 million in revenue and 30 Account Executives
OfficeMax Inc
Business Development Manager
08.2004 - 07.2005
Job overview
- Outside sales “Hunter” responsible for new revenue generation and growth
- Increased client’s use of OfficeMax website by 100% with consistent education of ecommerce
- Increased sales by 25% every 3 months by attending Chamber of Commerce and other networking events
TNT Express
Sales Manager
10.2000 - 07.2003
Job overview
- Developed new territories for new sales team in the Washington/Baltimore market
- Hired and trained sales team consisting of six: three Inside Sales Support and three Account Managers
- Provided leadership and developed standardization to the sales process which led to faster on boarding of customers
- Strategized with Operations Manager on improved service parameters to increase customer satisfaction and retention
- Increased territory sales by 17% in 2002 to achieve highest volume growth for two consecutive quarters
- Salesperson of the Year Award in 2001; promoted from Account Executive to Sales Manager in January 2002
Education
Regis University
Masters of Business Administration
University of Maryland
Bachelor of Science from Transportation
University of Maryland
Bachelor of Science from Marketing
Skills
Computer Skills and CertificatesOutlook, Word, PowerPoint, Excel, SalesForcecomSix Sigma Green Belt Certified
Corporate Communications
Staff Management
Client communication
Attention to Detail
Problem-Solving
Organization and Time Management
Timeline
National Director of Customer Experience
Need It Now Delivers
01.2019 - Current
Director of Account Management
US Pack
02.2016 - 12.2018
Business Development Manager
YRC Worldwide
06.2013 - 04.2015
National Key Account Manager
T-Force Final Mile
07.2011 - 04.2013
Sales Manager
DLS Worldwide
08.2010 - 07.2011
Account Manager
ABF Freight Systems Inc
03.2009 - 08.2010
Business Development Manager
Yellow Freight
07.2005 - 03.2009
Business Development Manager
OfficeMax Inc
08.2004 - 07.2005
Sales Manager
TNT Express
10.2000 - 07.2003
Regis University
Masters of Business Administration
01.2004
University of Maryland
Bachelor of Science from Transportation
01.1990
University of Maryland
Bachelor of Science from Marketing
01.1990