Summary
Overview
Work History
Education
Skills
Timeline
Generic

Catie McIntosh

Chicago,IL

Summary

Experienced logistics professional with 9+ years of experience in managing and optimizing supply chain operations. Demonstrated ability to lead teams and ensure efficient workflow. Highly detail-oriented and organized, with a strong focus on accuracy and precision. Adaptable and able to thrive in fast-paced and dynamic environments.

Overview

11
11
years of professional experience

Work History

Customer Experience Manager II

J.B. Hunt Transport
02.2023 - 12.2023
  • Evaluate current customer service processes and procedures to identify areas for improvement and develop action plans to increase efficiency and effectiveness for over 80 customers.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Cross-collaboration with internal and external parties to ensure the client received the best experience.

Customer Experience Manager I

J.B. Hunt Transport
04.2021 - 02.2023
  • Managed performance of personnel by monitoring key performance indicators to maintain at least 95% across all metrics
  • Ensured operational efficiency through the growth of the team's designated book of business
  • Analyze customer feedback and data to identify trends and areas for improvement in the customer experience
  • Identify opportunities for process automation to improve operational efficiency and reduce costs in customer experience management.

Sr. Customer Experience Representative

J.B. Hunt Transport
11.2019 - 04.2021
  • Building new and existing relationships with customers
  • Providing customer insights on the current market
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.

Sr. Logistics Sales Representative

J.B. Hunt Transport
01.2019 - 11.2019
  • Grew trust with the customer base and ensured the customer always wanted to come back to us for help
  • Building new and existing relationships with customers
  • Providing customer insights on the current market
  • Communicating efficiently about any issues.

Logistics Sales Representative

J.B. Hunt Transport
04.2017 - 02.2019
    • Managed relationships with customers to ensure satisfaction and repeat business
    • Followed through on all operations of shipments from start to finish
    • Gained new customers to grow business.

Transportation Representative

J.B. Hunt Transport
11.2016 - 04.2017
  • Managed order entry of shipments from customers
  • Ensured appointments were requested and scheduled to align with customer needs
  • Processed at least 50 shipments a day with appointments

Home Delivery Analyst

Tempur-Sealy International
03.2013 - 11.2016
  • Analyze home delivery data to identify trends and opportunities for process improvement
  • Collaborate with cross-functional teams to develop and implement strategies for improving home delivery efficiency and customer satisfaction
  • Identify areas of improvement for white glove order handling process to ensure timely and efficient delivery
  • Established performance dashboard and tracking mechanism for deliverables

Education

Supply Chain Management

Weber State University
Ogden, UT

Skills

  • Data Management
  • Accurate and organized while being detail-oriented
  • Oracle and other TMS Platforms
  • Efficient in Excel, Power BI, and Dynamics
  • Data Analytics
  • Product knowledge
  • Fast Learner
  • Process improvement
  • Account Management
  • Cross-Functional Collaboration
  • Multitasking Abilities

Timeline

Customer Experience Manager II

J.B. Hunt Transport
02.2023 - 12.2023

Customer Experience Manager I

J.B. Hunt Transport
04.2021 - 02.2023

Sr. Customer Experience Representative

J.B. Hunt Transport
11.2019 - 04.2021

Sr. Logistics Sales Representative

J.B. Hunt Transport
01.2019 - 11.2019

Logistics Sales Representative

J.B. Hunt Transport
04.2017 - 02.2019

Transportation Representative

J.B. Hunt Transport
11.2016 - 04.2017

Home Delivery Analyst

Tempur-Sealy International
03.2013 - 11.2016

Supply Chain Management

Weber State University
Catie McIntosh