Hi, I’m
Brandy Babarskas
Joliet,IL
Nothing is impossible. The word itself says 'I'm possible!'"
Audrey Hepburn
Summary
I'm a goal-oriented manager with distinguished experience in the logistics and employment background industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
I'm also a Client Services Manager providing leadership to Customer Experience and Logistic Specialist teams and serving as escalation point for clients and internal departments. Provide senior leadership and internal stakeholders with updates and status reports. Delivers excellent client services while building and maintaining client relationships. Strong people management skills coach, lead and develop employees.
Overview
23
years of professional experience
Work History
TForce Worldwide Formally DLS Worldwide
Customer Experience Manager
07.2022 - 03.2023
Job overview
- Managed 8-15 employees.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software and logistics.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Developed new employees and on-going performance assessment of current employees.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Established performance and service goals and held associates accountable for individual performance.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Built relationships with customers and community to establish long-term business growth.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Implemented systems and procedures to increase sales.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
RRD/DLS Worldwide
Supervisor
07.2017 - 06.2022
Job overview
- Collected, arranged, and input information into database system.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
- Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Monitored workflow to improve employee time management and increase productivity.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Conducted regular reviews of operations and identified areas for improvement.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Developed and implemented customer service policies to enhance satisfaction.
- Achieved results by working with staff to meet established targets.
- Maintained database systems to track and analyze operational data.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Solicited customer feedback to identify and improve on areas of weakness.
RRD/DLS Worldwide
Environmental Health and Safety Lead
01.2018 - 08.2020
Job overview
- In addition to Supervisor
- Review and maintain all company Emergency Response Plans
- Coordinate Active Shooter training for 3 different locations
- Maintain OSHA logs to determine if injuries/health assistance incidence were reportable
- Coordinate both evacuation and shelter in place drills
- Manage safety team who assisted with both drills
- Review areas for improvement after drills and addressed concerns/implementations.
- Established and maintained company Emergency Response Plan.
- Identified issues, analyzed information and provided solutions to problems
- Adaptable and proficient in learning new concepts quickly and efficiently
- Passionate about learning and committed to continual improvement
RRD/DLS Worldwide
Team Lead
05.2015 - 06.2016
Job overview
- In addition to Account Executive responsibilities, leading team of 11-13 salaried and temporary employees
- During COVID provide mental health checks with team members, ensure new work and home life balances were maintained
- Create and maintain all standard operating procedures as well as training materials for team new and existing
- Facilitate customer Mercury Gate training via webinars
- Provide guidance to staff on utilizing all modes of transportation ensuring customer’s requirements are met
- Manage PTO requests and account coverage
- Developed new PTO request system/procedures
- Monitor operations email groups, ensuring all request are answered in timely manner
- Provide guidance on maintaining lowest possible cost of transportation while maintaining highest quality of service
- Monitor team productivity and provide feedback where necessary
- Generate reports for management as required.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Coached team members in techniques necessary to complete job tasks.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
RRD
Account Executive
08.2012 - 05.2015
Job overview
- Manage account: Large $10 million + multi model account as well as several other large enterprise accounts
- New customer implementations
- Provide proactive customer service; identify potential problems and provide solutions
- Work with operational counterparts to determine most efficient and cost-effective methods of service with maximum profitability
- Identify & resolve billing discrepancies
- Work closely with sales representative to provide updates and identify any improvements and/or growth opportunities
- Assist operational counterparts with carrier development
- Experience in Microsoft Excel, Word, Mercury Gate, FMS, ETM, and several different customer portals.
- Analyze & maintain managerial reports
- Leveraged marketing channels and sales strategies to develop pipeline and increase profitability.
- Gained understanding of goals, objectives and processes to meet client business needs.
- Attended networking events to build relationships and identify sales opportunities.
- Serviced accounts and proposed new products and services to maximize revenue.
- Met and exceeded service level goals to achieve standards and expectations.
- Prepared additional quotes for current clients to upsell products and services.
- Collaborated with internal teams to develop account strategy.
- Strengthened customer relationships with proactive and collaborative approach to managing needs.
- Resolved issues promptly to drive satisfaction and enhance customer service.
RRD
Customer Service Representative
01.2011 - 07.2012
Job overview
- Provide positive customer service to companies first 3pl account on 90 days experience
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Investigated and resolved accounting, service and delivery concerns.
- Trained new personnel regarding company operations, policies and services.
- Responded proactively and positively to rapid change.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Managed timely and effective replacement of damaged or missing products.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Maintained up-to-date knowledge of product and service changes.
- Promptly responded to inquiries and requests from prospective customers.
- Cross-trained and provided backup support for organizational leadership.
- Handled customer inquiries and suggestions courteously and professionally.
LexisNexis, Formerly ChoicePoint Inc.
Records Director, Supervisor of CRRG
01.2008 - 04.2009
Job overview
- Monitored workflow to improve employee time management and increase productivity.
- Achieved results by working with staff to meet established targets.
- Evaluated employee performance and coached and trained to improve weak areas.
- Identified unsafe or unhealthful workplace conditions or hazards to enforce safe work practices and procedures.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Abstracted information from records as authorized or requested by third-party payers.
- Analyzed quality control assessment findings and developed and implemented methods to improve performance.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Maintained compliance with company policies, objectives, and communication goals.
- Evaluated requests for information and maintained and tracked releases to comply with federal and state laws.
- Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Oversaw secure transfer of criminal records and all personal identification within files to requesting employment customer.
ChoicePoint
Team Leader
01.2006 - 01.2008
Job overview
- Built strong relationships with customers through positive attitude and attentive response.
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Mentored and guided employees to foster proper completion of assigned duties.
- Created and managed project plans, timelines and budgets.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Evaluated customer needs and feedback to drive product and service improvements.
- Developed effective improvement plans in alignment with goals and specifications.
- Promoted high standards through personal example to help each member understand expected behaviors and standards.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
ChoicePoint
Records Coordinator
01.2000 - 01.2006
Job overview
- Apply critical thinking and research to solve issues for both internal and external clients
- Covered manager during absences
- Maintained knowledge of criminal records, laws, and court systems within all Midwest states
- Maintain & analyze monthly fulfillment averages, time service, & Error logs
- Assisted department in team building
- Continued developing process improvements
- Managed department during managers 3-month maternity leave
- Maintained open communication with suppliers and customers
- Escalated appropriate supplier issues to coordination team
- Followed exact procedures for handling transfers of all criminal records.
- Provided excellent customer care by responding to inquiries and requests for information.
- Participated in training and other learning opportunities to expand knowledge of company and position.
- Followed confidentially regulations to maintain privacy.
- Verified accuracy of information provided in criminal records located.
- Input data into computer programs and filing systems.
Education
Capella University, Minneapolis, MN
Bachelor of Science from Public Safety
09.2015
University Overview
- Honoree of Magna Cum Laude
- 3.764 GPA
Joliet Junior College, Joliet, IL
Some College (No Degree)
Bolingbrook High School, Bolingbrook, IL
High School Diploma
06.2000
Skills
- Staff Meetings
- Account Management
- Client Base Retention
- Control of Expenses
- Motivational Leadership
- Team Recruiting and Onboarding
- Constructive Feedback
- Customer Experience Improvement
- Customer Issue De-Escalation
- Special Assignments
- Program Improvements
- Data Analytics
- Conflict Resolution Techniques
- Staff Support
- Proficient in Microsoft Office
Volunteer for both Victory City Church and Will County Emergency Management Agency
I've volunteered in several rolls at Victory City Church, first becoming one of the Nursery Leads, one Sunday every month unless additional needs were required before COVID. Now I serve as security at a check point for the kids ministry as well as a teachers aid with the children's ministries when assistance is required.
I also started volunteering with Will County Emergency Agency in March of 2020, initially with the Search and Rescue team. However, for the moment I am currently now with the Public Preparedness Group since this can be planned in advance and coordinates better with my other schedules.
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Experience Manager
TForce Worldwide Formally DLS Worldwide
07.2022 - 03.2023
Environmental Health and Safety Lead
RRD/DLS Worldwide
01.2018 - 08.2020
Supervisor
RRD/DLS Worldwide
07.2017 - 06.2022
Team Lead
RRD/DLS Worldwide
05.2015 - 06.2016
Account Executive
RRD
08.2012 - 05.2015
Customer Service Representative
RRD
01.2011 - 07.2012
Records Director, Supervisor of CRRG
LexisNexis, Formerly ChoicePoint Inc.
01.2008 - 04.2009
Team Leader
ChoicePoint
01.2006 - 01.2008
Records Coordinator
ChoicePoint
01.2000 - 01.2006
Capella University
Bachelor of Science from Public Safety
Joliet Junior College
Some College (No Degree)
Bolingbrook High School
High School Diploma
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