Summary
Overview
Work History
Education
Skills
Timeline
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Kyle Campbell

Sammamish,WA

Summary

Collaborative leader with a proven track record of identifying and implementing process improvements to enhance customer experience and streamline operational efficiency. I bring over a decade of management expertise in Operations and Customer Experience across Tech, Logistics & Supply Chain, and Hospitality industries.

Overview

11
11
years of professional experience

Work History

Operations Manager, Customer Experience

Convoy Inc.
04.2022 - Current
  • Managed a remote team of 14 direct reports located in Seattle, WA and Atlanta, GA that provided customer support to 20 national retail shippers including The Home Depot, Walmart, Lowe's, IKEA, and Chewy, totaling >27K shipments and $50MM in revenue annually
  • Improved key service metrics such as On Time Delivery from 95% resulting in winning 45% additional volume and increasing Program Margin by 50%
  • Built trust with customers and won spot volume bids for the Mid Market pod, increasing total shipment volume by 28% and Contribution Profit by >300%
  • Collaborated with cross-functional teams including Account Management, Brokerage, Product & Engineering, and offshore teams located in Colombia and the Philippines to streamline, automate, and transfer tasks saving onshore team >40 hours of labor a week
  • Presented in Weekly Business Review meetings to upper CX Leadership and other company wide stakeholders to share metric deep dives, team performance trends, and upcoming volume forecasts
  • Received a perfect 10/10 manager satisfaction rating with an 100% completion rate from all direct reports during optional company wide employee feedback surveys
  • Utilized SQL and tools such as Metabase and Tableau to analyze data and ensure team exceeded both internal metric goals and external shipper SLAs

Senior Customer Experience Specialist

Convoy Inc.
09.2021 - 04.2022
  • Senior Specialist and SME for two Top 10 accounts that generated >$20MM in revenue annually
  • Implemented routing, archiving, and automation rules to reduce total onshore email volume by 80% and increased team's response time SLA by 25%
  • Led training sessions for remote teams located in Colombia and the Philippines to transfer >32% of onshore exceptions workflow overseas

Customer Experience Specialist

Convoy Inc.
02.2021 - 09.2021
  • Exceeded company productivity and metric expectations by >200% with a cumulative OPS score of >300%
  • Wrote and maintained account SOPs, ensuring teammates were updated on latest protocols and procedures
  • Onboarded 6 new teammates as a pod designated trainer

General Manager, Operations

Zeeks Pizza
09.2018 - 02.2020
  • Managed a team of 6 direct reports and 25+ indirect reports
  • Developed and maintained cost-saving inventory practices, creating monthly quotas to meet established targets while increasing profit margins by 20%
  • Developed systems and procedures to improve operational quality and team efficiency reducing labor costs by >8%

Assistant General Manager

Red Robin
02.2018 - 09.2018
  • Managed a FOH team of 25 direct reports
  • Incentivized FOH team with weekly prizes for obtaining the highest customer feedback score, increasing survey participation by 40% and overall guest satisfaction score to >90%.
  • Received the highest Steritech assessment score in the district with >97%.

Assistant General Manager, Operations

Zeeks Pizza
08.2012 - 01.2018
  • Created several marketing campaigns, loyalty programs, and giveaways centered around Seahawks, Mariners, and Sounders games increasing bar profits by $50K YoY
  • Adjusted inventory ordering pars to reduce waste and lower food and liquor costs by >15%
  • Responsible for onboarding employees, processing new hire paperwork, and writing weekly schedules for 30 employees

Education

Bachelor's of Business Administration & Management -

Western Governors University
Salt Lake City, UT
01.2020

Skills

  • Tableau
  • Metabase
  • SQL
  • Jira
  • Excel
  • Data Analytics
  • Google Suite
  • Salesforce
  • Communication
  • Process Improvement
  • Cross-Functional Collaboration
  • Customer Service Management

Timeline

Operations Manager, Customer Experience

Convoy Inc.
04.2022 - Current

Senior Customer Experience Specialist

Convoy Inc.
09.2021 - 04.2022

Customer Experience Specialist

Convoy Inc.
02.2021 - 09.2021

General Manager, Operations

Zeeks Pizza
09.2018 - 02.2020

Assistant General Manager

Red Robin
02.2018 - 09.2018

Assistant General Manager, Operations

Zeeks Pizza
08.2012 - 01.2018

Bachelor's of Business Administration & Management -

Western Governors University

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Kyle Campbell