Erik Hartrich
Buffalo,NY
Summary
Seasoned with over a decade of diverse experience, I bring 7 years of proven expertise in spearheading technical and operational process design and innovation within the dynamic realm of fast-paced startups. Energized by my proven track record of revolutionizing processes in high-growth startup environments, my commitment to driving innovation and efficiency positions me as a valuable asset in navigating the evolving landscape of contemporary business challenges. My journey includes a pivotal achievement: completing Villanova University's Lean Six Sigma Black Belt Certification program in 2017.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Operations Manager
Fourkites
Chicago, IL
02.2023 - Current
- Transformed customer health scoring system, incorporating data insights and CSM sentiment for proactive monitoring, rapid risk mitigation, and preventing customer churn.
- Led an eight-team project to establish the company's first Customer Journey RACI, improving organizational clarity and accountability in customer interactions.
- Drove the transformation of customer service processes, streamlining workflow from issue submission to resolution. Achieved over 95% reduction in triage and approximately 65% decrease in issue resolution time, enhancing customer sentiment.
Process Innovation and Data Partnerships Manager
Fourkites
Chicago, IL
03.2021 - 02.2023
- Developed, sustained, and refined over 30 automations utilizing Salesforce Flows and Robotic Process Automation (RPA) software to enhance operational efficiency and streamline processes.
- Standardized onboarding and compliance procedures for global teams, establishing the groundwork for a universal process to support organizational growth and health.
- Managed and enhanced financial and operational relationships with multiple TMS and GPS providers, optimizing collaboration and ensuring effective outcomes.
Carrier Operations Manager
Fourkites
Chicago, IL
02.2020 - 02.2021
- Led a team of 12 individuals in overseeing onboarding and compliance processes for 300+ customers and 1000+ carriers, ensuring efficient setup of platform integrations
- Pioneered the company's inaugural initiative to develop training materials and documentation for customers, empowering them with self-service capabilities
Education
Certificate of Completion - Lean Six Sigma Black Belt
Villanova University
Villanova, PA03-2017
Bachelor of Business Administration - Operations Management And Marketing
Ohio State University
Columbus, OH12-2011
Skills
- Process Design & Innovation
- Lean Operations
- Continuous Improvement
- Project Management
- Data Analytics
- Change Management
- Cross-Functional Collaboration
- Process Automation
Certification
- Lean Six Sigma Black Black Certificate of Completion
References
References available upon request.
Timeline
Customer Operations Manager
Fourkites
02.2023 - Current
Process Innovation and Data Partnerships Manager
Fourkites
03.2021 - 02.2023
Carrier Operations Manager
Fourkites
02.2020 - 02.2021
Certificate of Completion - Lean Six Sigma Black Belt
Villanova University
Bachelor of Business Administration - Operations Management And Marketing
Ohio State University
- Lean Six Sigma Black Black Certificate of Completion
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