Summary
Overview
Work History
Education
Skills
Timeline
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JACOB CAMERON CHOW

Orange County,CA

Summary

Customer-orientated Manager with a strong history of leading high-performance teams to meet or exceed objectives. Recognized for assessing operational needs and developing solutions to reduce operating costs, improve revenues, and drive customer satisfaction. Resourceful and well-organized with excellent leadership and team building record.

Overview

8
8
years of professional experience

Work History

Terminal Manager

Wayfair
San Diego, CA
09.2020 - Current
  • Achieved record breaking LPDS, CPH, Miss Rate, ENPS, On time%, SPR, RIR, and Inventory scores
  • We had the highest % improvement in cost in the entire network
  • The network average in Q2 2021 was 1% increase in cost, while we were able to drive down our cost by 5.14%
  • Worked with multiple teams to create a LPDS google studio dashboard, assisted in the development of a standardized carrier management presentation, and helped create the warehouse productivity dashboard based on the way I was currently tracking our regions CPH
  • Developed our transportation and warehouse supervisor who have since been promoted to internal roles within Wayfair
  • Applied my previous learnings to improve our overall customer service scores from a 4.55 to a 4.92
  • We are now #1 in the nation for buildings with similar volume and top 5 in the nation overall.

Senior Home Delivery Manager

Wayfair
Los Angeles, CA
07.2018 - Current
  • Developed a LPDS workbook for carriers and terminals across the West region to improve our customer service scores
  • By identifying root causes and tracking data, we achieved record-breaking customer service scores, productivity metrics, miss rate %, and stops per truck
  • A six-day operation was expertly planned and executed, resulting in 55 outbound trucks per day during our peak period and providing the best in class metrics
  • We were the #1 terminal in the nation to deliver the highest positive impact for customer service scores
  • Achieved the “Data Acts as Our Thermostat” award
  • Delivered a 85% ENPS score
  • Established a productivity tracking system that provided visibility of our region's CPH metrics

Home Delivery Manager

Wayfair
San Francisco, CA
07.2017 - 06.2018
  • Managed a team of customer service representatives and warehouse specialists who delivered an exceptional logged available phone time, call wrap rate, and abandonment rate
  • Created a carrier management structure with our two final mile carriers to deliver a best in class customer experience
  • Developed an SOP for billing carriers and trained terminal managers and home delivery managers across the nation
  • Routed our delivery routes on a regular basis to decrease our dwell to ensure we do not exceed our overall building capacity
  • Partnered with the finance team to develop a way to provide visibility into accessorial costs per terminal to drive down controllable costs

Operations Manager

Rio Mobility
San Francisco, CA
07.2016 - 02.2017
  • Managed a business of 3-4 employees
  • Managed all administrative, shipping, marketing, sales, inventory, and bookkeeping requirements of the company
  • Communicated with the CEO on a daily basis and had weekly meetings to ensure all aspects of the business are looked at closely to make future decisions that will help the business grow
  • Worked closely and developed relationships with durable medical equipment dealers/distributors worldwide, making sure each and every client is satisfied with the products and services we provide
  • Provided each dealer/distributor with the necessary marketing content to ensure they are properly informed about our products to drive sales
  • Processed Facebook, YouTube, and Google analytics on a daily basis to determine which strategy and platform was the most successful
  • Packaged and shipped products with dangerous goods using various carriers to ship domestically and internationally.

Account Executive

Echo Global Logistics
San Francisco, CA
03.2015 - 07.2016
  • Communicated with CEO's, operations managers, logistics managers, warehouse managers, dispatch, and customer service reps on a daily basis to achieve and meet the client's needs
  • Maintained growing positive client relationships by coordinating daily shipment requests through phone and email, confidently solving any issues that arise and proactively communicating issues or discrepancies
  • Served as the main point of contact for managing the shipping process for our clients, including ensuring the accuracy and timeliness of billing and proactively notifying the client of any changes
  • Managed existing key account relationships with accounts such as Ross Stores, Cost Plus World Market, etc and offered solutions based on shipping patterns and needs
  • Confidently can problem solve any issues, such as a missed pick ups, late deliveries, damaged freight or any billing issues
  • Coordinated all daily shipments through phone, email, and Echo's client-facing web portal
  • Partnered with other departments across Echo to track shipments, resolve discrepancies, and to file claims in a timely manner.

Education

Bachelor of Arts - Liberal Studies, Quality Assurance and Management

California State University
2014

Skills

  • Transportation management systems
  • Process improvements strategies
  • Inventory management
  • Supply chain management
  • Employee development and management
  • 3PL knowledge
  • Shipping and receiving
  • Cost reduction strategies
  • Performance reporting
  • Team building

Timeline

Terminal Manager

Wayfair
09.2020 - Current

Senior Home Delivery Manager

Wayfair
07.2018 - Current

Home Delivery Manager

Wayfair
07.2017 - 06.2018

Operations Manager

Rio Mobility
07.2016 - 02.2017

Account Executive

Echo Global Logistics
03.2015 - 07.2016

Bachelor of Arts - Liberal Studies, Quality Assurance and Management

California State University

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JACOB CAMERON CHOW