Jesse Washington

• Manage the delivery exception process by taking incoming calls and creating files for Overages, Shortages, and Damages (OS&D)
• Apply decision making and problem-solving skills to process accessorial approvals and denials with a high degree of accuracy within TMS, MercuryGate, Oracle, E2Open, etc.
• Act as a liaison between various parties to provide timely resolution for OS&D incidents as well as accessorial requests
• Educate planners on best practice procedures for approving or denying accessorials and proper OS&D process for the multiple businesses and customers that Transfix supports
• Collaborate with teammates and coworkers to identify and implement process improvement opportunities leading to increased efficiencies.

• Escalation Team - Provide constant communication in resolving OS&D issues related to cross-docks, reworks, trans loads, and redelivery along with negotiating additional compensation to ensure the interest of carrier and customer
• Costco/Target Account: Delivered personalized assistance to AM/AM-Ops team which helped reduce issue execution time and project expansion by taking on additional accounts such utilizing TMS, MercuryGate, Oracle, and E2Open.
• Conduct duties such as manager requests, updating SOPs, and implementing new training methods to ensure the CO Team is operating effectively
• Train new employees on proper protocols and customer service standards

• Provided personalized customer service relating to questions and promptly resolved basic/advanced issues on customer accounts by following standard operating procedures and contributing to their continuous improvement
• Maintained logs and documentation to detail key information regarding incoming and outgoing calls
• Deliver on our promise of freight visibility by training drivers and dispatchers on using our awesome app, troubleshooting issues & updating status throughout the life of a shipment by maintaining constant communication
• Partner cross-functionally with our Account Management, Carrier Management, and Customer Support team as an advocate for our customers and carriers (trucking companies)

• Handled escalated calls, provided tax support to TurboTax clients and educational sales for Savvas
• Guided customers through tax returns for both product/ software inquiries, as well as tax questions and calculations
• Applied defined practices, procedures, and company policies to troubleshoot and resolve product and tax support customer inquiries
• Interacted with customers utilizing strong written and verbal communication skills and deep customer empathy

• Oversaw 23 staff across three store locations by employing recruiting, coaching, counseling, and disciplining techniques; also planned, monitored, and appraised job results
• Provided training to improve the knowledge base of the staff and utilized cross-training methods to maintain productivity
• Formulated pricing policies by reviewing merchandising activities; determining additional sales promotion needs; authorized clearance sales; studied trend data
• Maintained operations by initiating, coordinating, and enforcing program, operational, and personnel policies and procedures

• Scheduled and coordinated meetings, appointments, and travel arrangements for supervisors and managers
• Developed new filing and organizational practices, saving the company $4,000 per year in contracted labor expenses
• Maintained utmost discretion when dealing with sensitive topics; used time management, attention to detail and worked independently and accurately Page 3 of 6
• Purchased and kept office supply inventories and adhered to budgeting practices

• Performed communication features and benefits of merchandise beyond the basics, Brand DNA, and core values to appeal to the customer’s needs, ultimately generating sales
• Built and maintained a client base of over 100 through created strategies to develop and expand existing customer sales, which helped increase sales by 15% monthly averaging $2,250 - $6,200 extra in profit
• Trained 6 sales associates and 2 shop managers during a period of company expansion to ensure attention to detail and adherence to company policy
• Trained establishment personnel in loss prevention activities; conducted store audits to identify problem areas or procedural deficiencies

• Created strategies to develop and expand existing customer sales, which resulted in a 12% increase in monthly sales
• Organized the effective and efficient utilization of store space; involved in rearranging, re-merchandisin,g and replenishing new stock as it arrives
• Built and maintained client base through consistent follow-up phone calls and thank you notes; scheduled appointments to review new product line, and invited clients to store events
• Continued seeking ways of increasing customer loyalty, retention, satisfaction and sales

• Responsible for visual presentation of shop floor by maintaining high standards of visuals through use of new lines to continuously update and refresh the look of the store design
• Maintained awareness of market trends in the retail industry, reporting markdown strategies and monitoring what local competitors were doing
• Demonstrated ability to sense suspicious behavior and actions and handled adverse situations in an authoritative manner; conducted bag checks and tagging duties in accordance to company policies and procedures
• Generated repeat business by developing and maintaining a strong team devoted to customer service