Gretchen Doctor
Rising Sun,MD
Summary
Dedicated Transportation team member who excels at using proven methods and cutting-edge technology to successfully service both internal and external customer. Over 16 years of customer service experience, seven of which have been in the transportations industry. Seeking to apply customer relation talents and routing skillset to drive long-term company success.
Overview
17
17
years of professional experience
Work History
Divisional Router
Gordon Food Service
Aberdeen, Maryland
11.2019 - Current
- Plan and prioritize customer delivery schedule
- Improve operational efficiency by nearly 10%
- Route/re-route new and existing customers
- Improved PPT by 12%
- Map 60+ routes daily for maximum efficiency in accordance with customer time windows
- Utilize Road Net and Opti Route tools to plan routes and maximize pieces per truck
- Onboard new customers by adding to existing routes and creating new routes where needed
- Collaborate with sister divisions to determine best course of action to service customers in common area
- Collaborate with Routing Analyst to support divisions with new or less experienced routers
- Analyze routes daily/weekly to ensure maximum efficiency
- Work with Sales Managers on customer delivery window expectations
- Create and implement Standard Routing as well as temp routes and Holiday planning
- Research, analyze, and report trends to senior leadership
Transportation Dispatcher
Gordon Food Service
Aberdeen, Maryland
01.2015 - 11.2019
- Handled incoming calls and emails from customers and sales regarding issues with deliveries
- Collaborated with Sales, Marketing, Warehouse, and drivers to solve customer needs
- Direct van drivers as needed to support Sales service drivers and deliver cases to meet customer needs
- Schedule backhauls and coordinate with receiving
- Input permanent routing and temp routes into Roadnet and Transportation Workbench
- Notarize documents as needed
- Submit and code invoices to Onbase
- Monitor driver's hours and update logs
- Update drivers weekly time and attendance
- Provide route updates and eta's
- Improved On Time Delivery by 9%
- Coordinate customer recoveries
- Coordinate with Penske for repairs on equipment
- Work with Finance on missing deposits or issues with credits
- Train drivers on Drivers Check-in and credit codes
Hair Stylist
Hair Salon
Grand Rapids, MI
05.1998 - 08.2007
- Kept work areas, tools and equipment clean and properly sanitized to minimize disease transfer and health risk of shared environment
- Built strong and lasting rapport with clients through consistent delivery of requested services and exceptional results
- Serviced customers with any hair needs; cut, color, highlights, etc
- Listened to client needs and helped steer in right direction to meet their needs
- Scheduled appointments
- Developed relationships with clients that created customer retention and new business
- Educated clients about products and self-maintenance for healthy hair based on needs and preferences
- Processed payments, entering sales in register for prompt customer service
- Helped clients achieve desired looks for daily wear and special events by designing makeup strategies for each scenario
- Maintained 98.5% client retention
Education
Associate of Arts - Cosmetology
Chic University of Cosmetology
Grand Rapids, MI04.1998
High School Diploma -
FOREST HILLS NORTHERN HIGH SCHOOL
Grand Rapids05.1996
Skills
- Relationship building
- Strategic planning
- Process improvement strategies
- Customer relations
- Organization and Prioritization
- Workflow Planning
- Conflict Resolution
- Document Preparation
- Clear Communication
- Routing Determination
- Delivery Scheduling
- Logistics Coordination
Accomplishments
- Achieved 12% pieces per truck improvement through effectively collaborating with Sales Managers and Delivery Drivers
- Reduced miles per route by 8% by analyzing routes for optimal efficiency
- Reduced hours of service by more than 6% through efficient routing
- Onboarded a 112 unit customer by maximizing current routes and creating 36 new dedicated routes in under 6 weeks
- Gold Club recipient 2018
- Support Person of Year 2019
Timeline
Divisional Router
Gordon Food Service
11.2019 - Current
Transportation Dispatcher
Gordon Food Service
01.2015 - 11.2019
Hair Stylist
Hair Salon
05.1998 - 08.2007
Associate of Arts - Cosmetology
Chic University of Cosmetology
High School Diploma -
FOREST HILLS NORTHERN HIGH SCHOOL