Leadership
Casondra Gustin
Grand Island,NE
Summary
Dynamic and results-driven Business Analyst and Project Manager with a proven track record of leadership at GIX Logistics. A self-motivated and determined professional, consistently willing to take initiative and actively contribute to achieving business goals. Successfully built and led the Customer Service Department through a period of significant growth, ensuring efficient operations by automating key processes and maintaining high levels of customer satisfaction. Skilled in investigating, designing, and leading projects from inception to completion, with a history of collaborating across departments to execute full-scale initiatives aligned with business goals. Committed to fostering a collaborative, respectful work environment, thriving in team-oriented settings to drive business success and achieve organizational objectives.
Overview
17
17
years of professional experience
Work History
Project Manager & Business Analyst
GIX Logistics, Inc.
01.2024 - Current
- Led the implementation of HappyRobot's Voice AI, Parade's Freight Capacity Tool, and McLeod system enhancements, ensuring alignment with business objectives and on-time, on-budget delivery.
- Managed cross-functional teams and coordinated stakeholders, IT, and business units to integrate new tools and systems, addressing business requirements and optimizing operational efficiency.
- Optimized workflows, drove continuous improvements, and made strategic decisions balancing business needs, technical requirements, and resource constraints to ensure successful tool implementation.
- Fostered strong relationships with stakeholders through regular communication and facilitated IT team standups to ensure smooth integration, troubleshoot issues, and keep projects on track.
- Oversaw change management processes to ensure smooth adoption of new systems and developed training materials to support effective tool use across teams.
Customer Service Department Lead
GIX Logistics, Inc.
06.2015 - 01.2024
- Fostered a positive work environment based on open communication, teamwork, mutual respect, and personal accountability, while coaching and mentoring team members to drive professional growth and performance improvement.
- Streamlined department workflows by identifying inefficiencies and applying data-driven solutions, resulting in sustained improvements in system effectiveness and productivity.
- Developed custom software solutions for complex industrial automation applications, leading to increased productivity levels.
- Streamlined production processes by integrating advanced robotics and automation technologies, improving operational efficiency.
- Stayed up-to-date on emerging automation technologies, identifying innovative opportunities to enhance company operations and reduce costs through energy-efficient automation systems.
- Managed daily scheduling and staffing needs, ensuring optimal coverage during peak business hours and enhancing customer experience through proactive problem-solving, resulting in higher satisfaction scores.
Customer Service Representative
Verizon Wireless
04.2008 - 05.2012
- Managed high-stress situations and resolved customer complaints with empathy, maintaining professionalism under pressure and ensuring satisfactory resolutions for both customers and the company.
- Responded to customer inquiries regarding billing, products, services, and company information, providing accurate and timely assistance.
- Enhanced customer satisfaction by promptly addressing concerns, offering informed recommendations based on strong product knowledge, and fostering customer loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
Education
Bachelor of Science - Business Management
Bellevue University
Bellevue, NEBachelor of Science - Contract Management
Strayer University
Skills
- AI-Driven Solutions
- Collaborative Teamwork
- Data Analysys
- Operational Efficiency Enhancement
- Process Evaluation
- Product Innovation
- Project Coordination
- Strategic Development
- Stakeholder Engagement
- User Acceptance Evaluation
System Knowledge
AI Development
Python
Cloud Platforms
AWS, Google Cloud, Microsoft Azure
Collaboration & Documentation
Microsoft Office Suite, Google Workspace, SharePoint
Freight & Transportation Management
McLeod Software, PowerBroker and DocumentPower
Project Management
ClickUp, JIRA, MS Project
Transportation Management Systems (TMS)
Transporeon, E2Open, Transplace, Manhattan Associates, Oracle, and Retalix
Sales & Customer Intelligence
Sales Dash, ZoomInfo
Software
Communication
Problem Solving
Collaboration
Affiliations
- Leadership Unlimited
- Habitat for Humanity
Timeline
Project Manager & Business Analyst
GIX Logistics, Inc.
01.2024 - Current
Customer Service Department Lead
GIX Logistics, Inc.
06.2015 - 01.2024
Customer Service Representative
Verizon Wireless
04.2008 - 05.2012
Bachelor of Science - Business Management
Bellevue University
Bachelor of Science - Contract Management
Strayer University
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