Christian Gaines
Chicago
Summary
Detail-oriented professional with over 10 years of experience in customer service and more than 3 years in logistics operations, customer advocacy, and account management. Demonstrates the ability to swiftly resolve complex issues while ensuring high satisfaction levels in both B2B and B2C environments. Expertise in cross-functional collaboration, risk mitigation, and process improvement to enhance operational efficiency. Recognized for clear communication, a calm demeanor, and a strong capacity to build trust with clients, partners, and stakeholders.
Overview
4
4
years of professional experience
Work History
Management Assistant
Enterprise Mobility
06.2023 - Current
- Transitioned from management trainee to management assistant, overseeing team operations and contributing to strategic sales initiatives. Recognized for driving sales growth and exhibiting exceptional leadership.
- Achieved a 93% ESQI rating by enhancing customer satisfaction through effective management of car rental operations. Drove team collaboration to improve service delivery and operational efficiency.
- Negotiated and maintained partnerships with local body shops and dealerships, resulting in a significant increase in referral business.
- Improved employee performance through effective KPI tracking and analysis. Enhanced business operations by managing key metrics and identifying areas for improvement. Streamlined underwriting procedures to reduce risk and improve compliance.
- Analyzed data and prepared in-depth reports for Level 3 management, focusing on key performance indicators and actionable insights for improvement.
Account Specialist & Technician
TruGreen
07.2022 - 06.2023
- Managed 125+ customer accounts and maintained a 95% satisfaction rate.
- Maximized account development opportunities by collaborating with sales teams on strategic initiatives. Drove sales success through proactive upselling and cross-selling of services.
- Recorded client interactions and transactions in CRM systems to maintain accurate documentation. Assisted in configuring new customer accounts and updated existing profiles with current information.
- Executed comprehensive onboarding for new hires and provided timely support for urgent operational needs in the field.
- Certified pesticide technician specializing in landscaping sciences.
Core Account Executive
Arrive Logistics
01.2022 - 07.2022
- Executed freight management strategies and brokered transportation solutions for key clients such as Refresco Beverages, Axalta Coatings, and Eden Foods Group.
- Oversaw rate negotiations and enforced compliance with standard operating procedures to uphold accuracy in transactions.
- Led collaboration between business development and carrier sales teams to optimize project execution and delivery. Drove strategic enhancements that elevated on-time delivery rates from 84% to 91%.
- Achieved increased client engagement through proactive relationship management and support of account growth initiatives. Rectified shipment challenges by maintaining effective communication with clients, resulting in enhanced trust and satisfaction.
Education
MBA - Business Analytics
WESTERN ILLINOIS UNIVERSITY
12-2020
Bachelor of Science - Marketing
WESTERN ILLINOIS UNIVERSITY
05-2019
Skills
- Project Support
- Customer Relationship Management
- Logistics & Freight Coordination
- CRM & TMS Software
- Underwriting
- Sales Strategy
- KPI Tracking
- Motivational leadership
- Operational Planning
- Negotiation
- Customer Success
Timeline
Management Assistant
Enterprise Mobility
06.2023 - Current
Account Specialist & Technician
TruGreen
07.2022 - 06.2023
Core Account Executive
Arrive Logistics
01.2022 - 07.2022
MBA - Business Analytics
WESTERN ILLINOIS UNIVERSITY
Bachelor of Science - Marketing
WESTERN ILLINOIS UNIVERSITY