Jennifer Alberto
Granby,CT
Summary
Driven operations leader with a proven track record at Pilot Freight Services, enhancing customer satisfaction and streamlining logistics. Excelled in relationship building and operations management, achieving significant improvements in performance metrics. Skilled in staff training/development and customer relations, adept at fostering growth and efficiency.
Overview
26
26
years of professional experience
Work History
Owner RV Transport Company
Just Us J&J LLC
Granby, CT
11.2019 - Current
- Managed day-to-day business operations.
- Developed and maintained strong relationships with clients, resulting in repeat business and referrals.
- Oversaw daily operations, ensuring all tasks were completed accurately and efficiently.
- Increased customer satisfaction by implementing efficient business processes and providing exceptional service.
- Managed financial aspects of the business, including budgeting, financial reporting, and tax preparation.
- Evaluated industry competition regularly to maintain a competitive advantage in the marketplace.
- Ensured regulatory compliance by staying abreast of industry-related changes and implementing necessary policies or procedures as needed.
- Interacted well with customers to build connections and nurture relationships.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Operations Manager
Pilot Freight Services
Windsor, CT
05.2003 - 10.2019
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate
- delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Handled high profile accounts.
Night Operations Manager
Poulin Enterprises
Suffield, CT
05.1998 - 05.2003
- Collaborated with daytime management to ensure seamless transitions between shifts, enhancing overall productivity.
- Established a positive work culture through effective leadership techniques, resulting in higher levels of job satisfaction among nighttime employees.
- Coordinated delivery schedules with drivers to minimize delays and optimize delivery routes during nighttime hours.
- Enhanced communication between departments on different shifts through the implementation of detailed handover reports and interdepartmental meetings.
- Resolved escalated customer complaints promptly, maintaining a high level of professionalism and empathy.
- Interacted well with customers to build connections and nurture relationships.
- Conducted performance evaluations for night staff members, providing constructive feedback and opportunities for growth.
- Reported issues to higher management with great detail.
- Coordinated all outbound shipments for transfer to carrier.
- Rated drivers manifest
Education
Associate of Arts - Business Administration And Management
Springfield Technical Community College
Springfield, MA05.1989
Skills
- Customer Relations
- Small business operations
- Relationship Building
- Verbal and written communication
- Staff hiring
- Attention to Detail
- Customer Service
- Decision-Making
- Desktops, Laptops, and Mobile Devices
- Employee Relations
- Staff training/development
- Hiring and Onboarding
Accomplishments
Put Pilot Freight Services Connecticut location in the number one position globally. Won internal awards, Richie Cup awarded to the best overall station, best station for on time performance, and best station for billing accuracy.
Timeline
Owner RV Transport Company
Just Us J&J LLC
11.2019 - Current
Operations Manager
Pilot Freight Services
05.2003 - 10.2019
Night Operations Manager
Poulin Enterprises
05.1998 - 05.2003
Associate of Arts - Business Administration And Management
Springfield Technical Community College