Jennet Benschoter
Orient
Summary
Seasoned Logistics manager with over 42 years experience in all areas of transportation.
Experience in LTL, Freight Forwarding, LMS, Truckload, Customer Service, Quality investigation and trend analysis.
Logistics Results-driven Quality Manager with a proven track record in enhancing operational efficiency through quality assurance initiatives and compliance monitoring.
Dynamic Quality Manager skilled in statistical analysis, root cause analysis, and corrective actions. Demonstrated ability to lead cross-functional teams, driving continuous improvement and elevating customer satisfaction. Quality management professional with history of driving process improvements and ensuring compliance with stringent quality standards. Proven ability to collaborate effectively with cross-functional teams and achieve significant results. Known for reliability and adaptability in dynamic environments, with strong skills in process optimization and quality assurance.
Overview
32
32
years of professional experience
Work History
Quality Manager
Forward Air
03.1994 - Current
- Led quality assurance initiatives to enhance operational efficiency and compliance with industry standards.
- Developed and implemented quality control processes, reducing defect rates across operations.
- Conducted root cause analysis to identify process improvements and mitigate future issues.
- Collaborated with cross-functional teams to drive continuous improvement in service delivery and customer satisfaction.
- Analyzed data from quality control processes to identify trends and areas for improvement.
- Collaborated with cross-functional teams to address non-conformance issues effectively.
- Streamlined reporting processes for quality metrics, increasing transparency across departments.
- Offered technical guidance and advised users of alternative approaches when troubleshooting.
- Monitored resolution of bugs, tested fixes, and helped developers tackle ongoing problems by providing QA perspective.
- Tested functional and compatibility of new programs or updates in comparison to existing applications.
Customer Service Call Center Manager
Forward Air
03.1995 - 10.2020
- Created and Led call center operations, enhancing service delivery and ensuring customer satisfaction related to shipment tracking / tracing and quoting.
- Developed training programs for staff, improving team performance and knowledge retention.
- Implemented quality assurance measures to evaluate and enhance customer interactions.
- Streamlined processes to reduce average handling time while maintaining service excellence.
- Developed customer statistical metrics to improve satisfaction experience.
- Grew department from 4 to 27 representatives
- Created staff progression and was able to enable 7 members to be selected for Station Manager roles throughout the network.
Education
Associate of Arts - Business
The Ohio State University
Newark, OHSkills
- Internal auditing
- Quality management systems
- Compliance monitoring
- Corrective actions
- Quality training
- Statistical analysis skills
- Team Training
- Failure mode and effects analysis
- Analytical mindset
- Excellent researching skills
- Critical thinking
- Strategic thinker
- Application support
Timeline
Customer Service Call Center Manager
Forward Air
03.1995 - 10.2020
Quality Manager
Forward Air
03.1994 - Current
Associate of Arts - Business
The Ohio State University