Christi Phillips
Lowell,AR
Summary
Accomplished Customer Experience Manager with an established history working in the logistics and supply chain industry. Skilled in Transportation Management, Customer Experience, Data Analysis, Supply Chain Management and Leadership Development. Power BI, Tableau, Microsoft Office, Supplier One (order management), Retail Link, Salesforce
Overview
39
39
years of professional experience
Work History
Customer Support
Affinity Marketing Promotions
01.2023 - Current
- Manage all warranty claim inquiries for Clarios battery products
- Work in Retail Link daily processing orders through supplier one, creating and submitting FedEx return labels for customers
- Lead customers through warranty process for Amazon and Optima buys to utilize warranty for Clarios products
- Entering data on all returns and giving customer information until the warranty has been processed
- Creating Salesforce Cases on all warranty information managed by the call center
Customer Experience Manager II Highway
JB Hunt Transportation
01.1986 - 01.2023
- Manage the performance of the team by monitoring key performance indicators that lead to excellent customer experience and profitable growth
- Lead Customer Experience Team for National Accounts
- Interact with Operations team, Client Management, and Capacity procurement teams
- Collect data from Power Bi dashboards to develop strategies to ensure volumes and goals are met
- Collaborate and influence internal groups such as Client Management, Operations, and Sales to perfect business processes and strategies
Customer Experience Manager Marketplace
JB Hunt Transportation
01.1986 - 01.2023
- Manager for a large startup team
- The initiative was to align processes and procedures that were in place throughout other areas in the company for customers on boarding the Marketplace Direct Platform
- Hire personnel, train, collect data on all new accounts entering the Marketplace Direct Platform and report to Executive Leadership on a monthly cadence
- Meet weekly with Client Managers, Sales, and Executive Management to discuss customers in the pipeline and onboarding dates
- Align Customer Experience Representative with new customers entering the platform, meet with the implementation team and set up a 30–90-day pilot program for on boarding new customers
- Discuss all the imperative data needed to ensure all customer needs are met
Customer Experience Manager National Accounts Intermodal
JB Hunt Transportation
01.1986 - 01.2023
- Manage the performance of the team by monitoring key performance indicators that lead to excellent customer experience and profitable growth
- Put together specific Biweekly meetings with CER, Operations, Client Management, and CDR using Power Bi dashboards and data to develop strategies to ensure volumes and goals are met
- Update customers on all rail-related delays, derailments, closings, and any other factors that would affect the service of their freight
Area Service Manager
JB Hunt Transportation
01.1986 - 01.2023
- Manage and use company equipment at the lowest cost per mile in designated regions
- Provide capacity solutions for customers through efficient logistics planning
- Facilitate communication between fleet managers and Customer Experience Representatives
- Analytical and critical thinking skills to solve any issues that may occur with shipment
Additional Roles
JB Hunt Transportation
01.1986 - 01.2023
- Customer Experience Representative
- Senior Customer Experience Representative
- Night Marketing Customer Experience Manager
- Marketing Services Team (Billing, Microfiche, Rate Tariffs, Reconsignment Rating and Billing)
Education
High School Diploma -
Gravette High School
Gravette, ARSkills
- Power BI Expertise
- Skilled in Microsoft Office Applications
- Supplier Management Expertise
- Retail Data Analysis
- Salesforce Platform Knowledge
Timeline
Customer Support
Affinity Marketing Promotions
01.2023 - Current
Customer Experience Manager II Highway
JB Hunt Transportation
01.1986 - 01.2023
Customer Experience Manager Marketplace
JB Hunt Transportation
01.1986 - 01.2023
Customer Experience Manager National Accounts Intermodal
JB Hunt Transportation
01.1986 - 01.2023
Area Service Manager
JB Hunt Transportation
01.1986 - 01.2023
Additional Roles
JB Hunt Transportation
01.1986 - 01.2023
High School Diploma -
Gravette High School
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