Kristin Burns
West Chester,PA
Summary
Results-oriented professional with extensive experience in client relations, executive support, operations management, and team leadership. Proven ability to manage multiple priorities in fast-paced environments while improving operational efficiency and customer satisfaction. Skilled in relationship management, strategic planning, vendor coordination, and cross-functional collaboration.
Overview
20
20
years of professional experience
Work History
Client Support Specialist
Alta Charter Transportation
Chester, PA
02.2026 - Current
- Primary liaison between the company and their clients, fostering long term relationships to ensure satisfaction and loyalty.
- Engages with the clients to understand their goals and address any concerns before they escalate.
- Responds to any client questions, complaints ensuring that all issues are resolved effectively and professionally.
- Collaborates with the internal team to resolve any issues.
- Provide quotes based on terms of contact and/or peak, high volume dates
- Preform interviews for possible drivers and ensuring that all DOT compliances are met while providing DOT with accurate information
- Fill in a dispatch when needed
- Delivered exceptional client support through effective communication and problem-solving skills.
- Developed knowledge base resources to enhance team efficiency and client support capabilities.
- Analyzed client feedback trends to identify areas for operational improvement and strategy adjustments.
- Achieved high levels of customer satisfaction, consistently meeting or exceeding performance metrics.
DIRECT CARE PROFESSIONAL
Compass Point
Downingtown, PA
08.2025 - Current
- Support individuals with disabilities in community-based settings.
- Help maintain a safe, positive, and supportive environment for clients.
- Assist with daily activities and provide individualized support as needed.
- Encourage community engagement and independence through supervised activities.
- Communicate effectively with clients, families, and team members to ensure quality care.
- Provided individualized care and support to clients, enhancing overall well-being and quality of life.
- Assisted in daily living activities, promoting independence and dignity among clients.
- Developed engaging activities tailored to individual interests, improving client engagement and satisfaction.
Client Success Manager
National Fulfillment Services
Aston Mills, PA
02.2025 - 11.2025
- Developed and maintained relationships with clients to ensure customer satisfaction.
- Maintained comprehensive documentation of all customer interactions and transactions.
- Generated monthly performance reviews highlighting successes, challenges, and action items.
- Conducted regular meetings with team members to review progress on projects and address any issues or concerns that had arisen.
- Managed budgeting activities related to the department's operations including forecasting expenses and monitoring spending levels.
- Analyzed data, identified trends, and developed solutions to improve production planning processes.
- Worked closely with upper management in order to determine long-term strategies for achieving organizational goals.
- Coordinated with other departments to ensure that resources were allocated properly for successful project completion.
- Drafted documents such as contracts, agreements, proposals related to planning operations.
- Implemented best practices for effective communication between customers and internal teams.
- Advised management on changes needed in order to improve overall client satisfaction levels.
- Assisted in onboarding new customers, ensuring a smooth transition into the platform.
- Developed process improvements that enhanced the customer experience across all touchpoints.
- Conducted regular check-ins with customers to assess their progress.
- Monitored customer accounts to identify opportunities for improvement.
- Collaborated with internal teams to troubleshoot any customer issues or concerns.
- Developed and maintained strong relationships with key clients to ensure satisfaction and loyalty.
- Fostered client relationships through proactive communication and support strategies.
RTV Planning Supervisor, Operations Planning
QVC/HSN
West Chester, PA
11.2017 - 03.2024
- Leading a team of 10 full time RTV expeditors for both QVC and HSN.
- Moved $82 million dollars of customer returns through various liquidation channels dependant upon the optimal recovery for the company in less then 12 month.
- Established and spearheaded a successful donation program where $73 million dollars of inventory has been donated year to date.
- Optimize Return to Vendor inventory dollars by reducing the age of inventory and making sure that all inventory is compliant with the company's objectives.
- Led cross-functional teams to enhance planning processes and operational efficiency.
- Developed and implemented strategic initiatives to optimize inventory management systems.
- Manage all Return to Vendor inventory including customer returns, expired inventory, legal release's and unsold product based on PO agreements.
- Facilitated the flow of millions of dollars of inventory each month with the goal of recovering money for each brand while keeping inventory levels at acceptable levels.
- My team was the liaison between our distribution centers, merchandising teams, suppliers, carriers and vendors.
- Orchestrated all hiring, terminations, ongoing training, performance coaching and all other aspects of ensuring that my team was successful.
- Generated and distributed daily reports, analyzed data, continually tracked trends in recovery rates and made financial decisions to maximize liquidation recovery.
- Oversaw vendor-owned product donation initiatives while working closely with our internal teams and charity partners to ensure compliance and growth.
- Managed vendor relationships, negotiating terms that improved supply chain performance and cost-efficiency.
- Handled responsibilities successfully in manager's absence.
- Led complex business transformation projects, overseeing tasks from planning stages to completion.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Conducted regular meetings with team members to review progress on projects and address any issues or concerns that had arisen.
- Implemented procedures for resolving conflicts between teams working on different projects within the department.
- Worked closely with upper management in order to determine long-term strategies for achieving organizational goals.
- Identified areas where improvements could be made within existing processes in order to increase efficiency.
HR TRAINING MANAGER
QVC
Florence, SC
06.2017 - 11.2017
- Assessed training needs and developed employee development programs.
- Facilitated workshops to improve employee performance and engagement.
- Managed training schedules, logistics, and onboarding initiatives.
- Collaborated with HR and management teams to implement new operational processes.
- Supported professional development and mentoring initiatives for employees.
- Designed and implemented training programs to enhance employee skills and performance.
- Developed e-learning modules utilizing learning management systems for remote accessibility.
- Streamlined training processes, reducing time spent on administrative tasks through automation tools.
- Led cross-functional teams in initiatives aimed at improving workforce capabilities and productivity.
- Collaborated with department managers to identify skill gaps and create targeted training initiatives.
- Streamlined onboarding processes for new hires, reducing time to productivity.
- Organized regular follow-up sessions after trainings to ensure long-term retention of knowledge gained during instruction.
Education
MBA - Human Resources Management
Colorado Technical University
Colorado Springs, CO12-2016
Skills
- Process improvement standards implementation
- SAP
- External recruiting
- Vendor relationship management
- Cross-functional team management
- Managing customer accounts
- Negotiation
- Leadership
- Managing clients in a customer support role
- Vendor relationship building
- Interviewing
- Contracts
- Transportation
- Tableau
- 3PL
- Oracle
- Data warehouse
- Vendor contract management
- Team development
- Customer relationship building
- Client service excellence
- CRM software
Languages
English
Additional Information
Authorized to work in the US for any employer
Timeline
Client Support Specialist
Alta Charter Transportation
02.2026 - Current
DIRECT CARE PROFESSIONAL
Compass Point
08.2025 - Current
Client Success Manager
National Fulfillment Services
02.2025 - 11.2025
RTV Planning Supervisor, Operations Planning
QVC/HSN
11.2017 - 03.2024
HR TRAINING MANAGER
QVC
06.2017 - 11.2017
MBA - Human Resources Management
Colorado Technical University