Kathleen E. Hatch
Midlothian,United States
Summary
Results-driven Analyst specializing in supply chain logistics, with a proven track record in strategic planning and forecasting that enhances operational efficiency. Expertise in client onboarding has led to measurable improvements in customer satisfaction and business performance. Combines strong technical acumen with exceptional interpersonal skills to deliver optimal solutions.
Overview
25
25
years of professional experience
Work History
Customer success analyst
CENTURY DISTRIBUTION SYSTEMS, INC
Glen Allen, Virginia
01.2021 - 01.2025
- Solid knowledge of supply chain issues; capable of recognizing problems and able to develop innovative approaches to arrive at sound practical solutions to resolve issues
- Present the Company’s position clearly and confidently and is sensitive to customers’ goals and concerns
- Strong command of the IT solutions being offered through VIZIV
- Ensure SOPs and Addendums are kept updated and executed properly
- Where necessary, work closely with Sales to ensure that all customer SOP guidelines are reviewed and monitored to the customer’s complete satisfaction
- Manage weekly meetings with customer accounts to identify possible enhancements or resolve operational issues
- Assisted customers with complex VIZIV related problems, escalating technical issues to IT personnel for resolution
- Created clear Help Desk Tickets for inquiries requiring IT assistance when issues could not be resolved
- Collaborated with Century teams to streamline application tasks and improve functionality to meet customer requirements
OPERATIONS COORDINATOR
CENTURY DISTRIBUTION SYSTEMS, INC
Glen Allen, Virginia
01.2017 - 01.2021
- Competent Ocean Freight Coordinator for FCL / LCL cargo in the Transpacific Eastbound trade
- Provide day- to- day customer operational support, monitor assigned Account specific EDI request via VMS, supply rate quotes for new and existing business
- Create and keep file on assigned customer base for the services provided, documenting all key steps from booking to delivery
- Collaborate with A/R and A/P on month end accruals for assigned accounts
- Monitor international shipments, provide visibility status, and ensure on-time delivery
- Maintain communication with vendors, buyers, Customs broker, forwarder and steamship lines, along with Origin offices to ensure customer satisfaction
- Assist with the development and enforcement of import compliance policies and procedures, including but not limited to Customs, C-TPAT, ISF, IMO 2020, etc
Pricing Analyst
K LINE AMERICA
Richmond, Virginia
01.2007 - 01.2014
- Accomplished Ocean Freight trade specialist for containerized cargo in the Transpacific Eastbound and Westbound market segment
- Provided analytical and production support for pricing activities linked to new opportunity proposals
- Collaborated with operations, yield management, and sales to apply import and export pricing strategies, and tactics for identified opportunities
- Assisted in reaching management’s financial objectives
- Created risk assessments for management reviews
- Completed pricing and trend analysis and submitted reports on time
- Created and updated pricing guideline activity for short term and long term corporate plans
- Developed pricing recommendations and presented to sales team on customer offer strategy
- Worked closely with corporate accounts in price negotiations to ensure full vessel capacity
- Collaborated with sales to create proper pricing for contracts in accordance to FMC and WTSA principles
- Managed annual pricing implementation of contracts for sales to ensure on- time system update
Import coordinator
K LINE AMERICA
Richmond, Virginia
01.2005 - 01.2007
- Served as a liaison to customers to resolve issues regarding import container services and operations
- Defused customer escalations and improved customer approval
- Resolved rates commodity description and transportation mode discrepancies
- Provided legal and compliance issues support with containers
- Analyzed competitive product offerings for price points, features, and benefits
- Assisted key accounts to create and report sales forecasts
- Created and distributed USCS Hold reports based on AMS notifications, deciding hold type, and formatting and content presentations
FINANCIAL SOLUTIONS SPECIALIST
CAPITAL ONE
Richmond, Virginia
01.2000 - 01.2005
- Resolved customer delinquent activity and improved the customer satisfaction program
- Tested products and applied marketing strategies for focus groups for credit card services
- Conducted staff presentations for the call center to grow sales
- Collaborated with sales, marketing, and legal departments to create high-level marketing collateral
Education
Bachelor of Science - Marketing
Virginia Commonwealth University
Richmond, VirginiaSkills
- Strategic Planning and Forecasting
- Supply Chain Logistics
- Profitable pricing strategy
- Client Needs Assessment
- Client onboarding
- Analytical mindset
- International sales support
- Service standard compliance
- Logistics support
- Account management
- CRM software
- Goal oriented
Timeline
Customer success analyst
CENTURY DISTRIBUTION SYSTEMS, INC
01.2021 - 01.2025
OPERATIONS COORDINATOR
CENTURY DISTRIBUTION SYSTEMS, INC
01.2017 - 01.2021
Pricing Analyst
K LINE AMERICA
01.2007 - 01.2014
Import coordinator
K LINE AMERICA
01.2005 - 01.2007
FINANCIAL SOLUTIONS SPECIALIST
CAPITAL ONE
01.2000 - 01.2005
Bachelor of Science - Marketing
Virginia Commonwealth University
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