BARBARA PATTERSON

• Analyzed existing processes, identified opportunities for automation, and recommended solutions to improve efficiency.
• Conducted interviews with stakeholders to identify needs and requirements for new or modified business processes.
• Managed pricing projects to ensure they are completed on schedule.
• Developed a full-year calendar (individual and overlapping) for the annual pricing process that incorporates all dependencies and tasks.
• Managed time management components of the final pricing process.
• Identified and analyzed pricing trends to inform recommended prices for the current market.

• Provided reporting and documentation of pricing structures and served as the point of contact for pricing inquiries from the internal sales department.
• Collaborated with the sales team to develop pricing strategies.
• Monitored market conditions, industry trends, and customer feedback to determine pricing levels.
• Analyzed customer requirements to ensure competitive and profitable pricing structures.

• Provided leadership, training, and direction to a 14-member customer service team responsible for producing accurate and timely documentation while managing all related matters.
• Worked directly with partners in India to ensure timely and accurate documentation was provided to our customers within the set KPIs.
• Ensured vessels were closed and manifests were completed, monitored overdue containers, evaluated customs fines, and provided ongoing staff coaching in customs regulations and requirements.

• Developed and implemented strategies to increase customer satisfaction and loyalty.
• Coached, mentored, and trained team members to include 3 Supervisors, to improve their job performance.
• Reported Ocean Market Performance/Conditions to core customers and UPS counterparts.
• Created monthly reports for senior management summarizing operational performance metrics.
• Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.

• Supported Ocean Product Customers, optimizing margins and transit schedules.
• Directed and supervised a team of 5 employees in daily operations.
• Resolved customer complaints promptly while ensuring customer satisfaction.

• Oversaw freight forwarding export and domestic airfreight operations, guiding shipping documentation preparation & continual coordination with the warehouse to ensure all freight met desired planes for export and trucks for domestic shipments.
• Directed and supervised a team of 7 employees in daily operations.
• Responsible for managing direct client engagement to meet critical needs.

• Managed relationships with clients with minimal supervision including rate negotiations.

• Led continuous process improvement initiatives to deliver effective accounts receivable and cash flow monitoring systems.