HANNAH STEPHENS
Boston,MA
Summary
Customer-focused professional with successful 3-year career in logistics sector. Dynamic successful applying [Skill] and [Skill] in busy business environment.
Overview
4
4
years of professional experience
Work History
Customer Success Manager
Convoy Inc.
Remote
08.2021 - Current
- Produced and implemented EOM proactive service reporting + operational process to regularly share Convoy's performance against EOM loads.
- Established as the primary stakeholder of enterprise accounts by facilitating monthly business + service reviews.
- Utilize various platforms and tools, including Salesforce and Tableau, to proactively and reactively manage margin mitigation to gain additional exposure to PM efforts and manage overall account health.
- Identified substantial collections impacts of current EDI transmission errors
- Regularly collaborate with the internal EDI team to deep dive the root causes of the service impacts, troubleshoot and deploy solutions. To date, I have unblocked collections of $60k as well as improved Convoy's overall EDI scorecard by 50%.
- Create reciprocal communication and regular touchpoints with facilities, load planners, and service managers.
- Conduct regular demos of the Convoy Website to individual customers by identifying their specific role and responsibilities, and relaying the website capabilities, data and insights it provides.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer experience team.
Operations Specialist
Convoy Inc.
Seattle, WA
06.2019 - 08.2021
- Completed operational work in the assigned work queue by analyzing individual metrics and prioritizing accordingly.
- Served as a subject matter expert for eight enterprise accounts, including Kellogg’s and Mondelez International.
- Owned, wrote, audited, and maintained operational SOP documentation to ensure knowledge is consistently up-to-date.
- Provided systemic input concerning operational process improvement and areas of opportunity.
- Served as the team’s Drop Specialist to help grow and scale enterprise accounts.
- Responsible for training two teams across Seattle and Atlanta in Drop processes.
- Monitored shipment progress using standard processes and internal tools; troubleshooted and problem solved with tight deadlines.
- Nominated as the Kingpin subject matter expert to identify bugs within the product and direct them to the appropriate engineering team, update Kingpin email rules for shippers within the vertical, and provide input on product design.
- Hand-selected to represent the vertical in a new leadership program as a mentor for newly hired employees.
- Trained carriers on how to use the product, improve their performance and grow their business with Convoy.
- Conducted shipment investigations to identify problems and provide context to escalations.
Account Coordinator
Convoy Inc.
Seattle, WA
01.2019 - 06.2019
- Scheduled appointments with facilities by way of phone, email, and online scheduling systems.
- Excelled in SMS, phone, and email customer support.
- Utilized various online platforms to input and gather data, analyzed issues, and created escalations in a timely manner.
- Met tight deadlines to ensure appointments are secured efficiently to maximize buying power potential while sourcing drivers.
- Communicated with cross-functional teams to ensure accuracy and efficacy of appointment details.
Ambassador, Guest Services
JOEY Bellevue
Bellevue, WA
08.2018 - 01.2019
- Acted as a liaison to address and respond to any questions or concerns to ensure utmost customer satisfaction.
- Collaborated with internal communication teams to strategize and execute social media strategy.
- Consistently monitored social media engagement and utilized search engine optimization (SEO) to identify opportunities to drive more traffic to the company website.
- Analyzed online reviews and in-person customer satisfaction surveys to recognize discrepancies in service performance and identify areas of opportunity.
- Coordinated team-building activities to maintain employee satisfaction.
Education
Bachelor of Arts - Business Marketing
Washington State University
12.2017
Skills
- Microsoft Office (Word, Access, Powerpoint, Outlook & Excel)
- Salesforce
- Tableau
- Client Interactions
- Outreach Initiatives
- Operational Cost Reductions
Timeline
Customer Success Manager
Convoy Inc.
08.2021 - Current
Operations Specialist
Convoy Inc.
06.2019 - 08.2021
Account Coordinator
Convoy Inc.
01.2019 - 06.2019
Ambassador, Guest Services
JOEY Bellevue
08.2018 - 01.2019
Bachelor of Arts - Business Marketing
Washington State University
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