Jessica Flores

· Took ownership of an anchor account, rebuilding Standard Operating Procedures (SOPs) and creating a custom TMS guide to enhance process efficiency.

· Reduced load cancellations by 7%, improving service consistency.

· Increased On-Time Pickup (OTP) and On-Time Delivery (OTD) to 95%, surpassing customer expectations.

· Rebuilt customer trust by fostering transparent, proactive communication and delivering reliable service solutions.

· Manage accounts spanning Dedicated Fleet, Intermodal, and International freight.

· Track daily data reports on margin and progress toward branch volume goals.

· Delivered accurate, empathetic customer support regarding billing, payments, and account updates.

· Handled escalated calls with professionalism to preserve customer loyalty.

· Provided resources to customers facing financial hardship, ensuring compliance and care.

· Served as the subject matter expert for the high-volume CHEP account, managing rates, scheduling, and customer escalations.

· Rewrote and streamlined SOPs for Drop & Hook, Live Load, and Dedicated lanes to improve operational accuracy.

· Led training sessions for peers and offshore teams to ensure account consistency.

· Functioned as the primary escalation point for drivers at shippers/receivers, resolving conflicts and minimizing downtime.

· Analyzed shipment data to identify trends and implement action plans that improved on-time performance.