Kristen Montgomery
Plano,IL
Summary
Results-driven operations leader with 26 years in transportation and service delivery. Skilled in enhancing client relationships, resolving service issues, and driving team performance for on-time service. Expertise in route coordination and compliance, with a strong focus on customer satisfaction. Aiming to apply operational knowledge and relationship management skills in a Customer Success Manager role within the sanitation industry.
Overview
26
26
years of professional experience
Work History
Team Lead
FedEx Freight
Aurora, IL
08.2018 - Current
- Supervised daily service operations to ensure consistent, on-time delivery across assigned routes.
- Resolved customer concerns quickly, maintaining high satisfaction ratings.
- Reduced service disruptions by identifying operational gaps and implementing corrective actions.
- Coordinated daily routes and adjusted schedules to optimize service delivery.
- Monitored safety compliance, leading to a decrease in incident reports.
- Conducted monthly vehicle inspections, ensuring all permits and registrations were up to date.
Customer Service Representative
FedEx Freight
Aurora, IL
10.1999 - Current
- Cultivated customer relationships through personalized assistance and support.
- Facilitated scheduling, addressed service inquiries, and resolved issues for customers.
- Managed high-volume calls, ensuring professionalism and accuracy in all interactions.
- Scheduled delivery appointments for commercial and residential customers.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Maintained accurate records and documentation of transportation services.
- Collaborated with dispatch and drivers to ensure timely service delivery.
- Managed daily collection accounts to facilitate timely payments to avoid service disruptions.
- Conducted thorough investigations on over, short and damage submissions for accuracy and compliance with company policies.
Education
Bachelor of Arts - Elementary Education with Science Endorsement
Aurora University
Aurora, IL05-2009
Skills
- Transportation Operations
- Route Coordination & Scheduling
- Safety & Compliance
- Performance Monitoring
- Documentation & Reporting
- Team Leadership & Supervision
- Training & Mentoring
- Problem Solving
- Conflict Resolution
- Customer Service Excellence
Affiliations
Parent Rep at Oswego Youth Tackle Football, 2024-current
Timeline
Team Lead
FedEx Freight
08.2018 - Current
Customer Service Representative
FedEx Freight
10.1999 - Current
Bachelor of Arts - Elementary Education with Science Endorsement
Aurora University