Summary
Overview
Work History
Education
Skills
Timeline
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Kyle Nelson

Kyle Nelson

Phoenix,AZ

Summary

Instrumental Manager bringing 17 years of experience achieving ambitious goals in challenging IT environment. Diligent, forward-thinking and adaptable to dynamic company, customer and project needs. Successful at motivating teams to meet demanding timelines.

Overview

17
17
years of professional experience

Work History

Head of Implementation - US Ocean

DB Schenker
Phoenix, AZ
03.2021 - Current
  • Closely collaborated with project members to identify and quickly address problems.
  • Maintained project schedules by managing timelines and making proactive adjustments.
  • Planned and arranged meetings with external organizations and individuals, enabling parties to meet and discuss project progress.
  • Managed and motivated project teams to promote collaboration and keep members on-task and productive.
  • Investigated and corrected or escalated project problems.
  • Gathered requirements, defined scopes, allocated resources and established schedules meeting or exceeding project demands.
  • Collaborated with project owners and team members to set ambitious but achievable goals.
  • Communicated with Global & Regional team members to keep project on schedule.
  • Identified innovative and automated approaches to routine tasks, making suggestions that were widely received.
  • Analyzed projects to determine resource requirements and procured necessary equipment and software.
  • Built and utilized reporting systems to keep customers and management in loop with latest information.
  • Enforced alignment of project strategy with business objectives and made modifications to promote efficient project completion.
  • Managed minimum of 150 projects each year while maintaining adherence to budget, schedule and scope requirements.
  • Produced scope and KPI reports each Month, updating customers and senior leaders on progress and roadblocks.
  • Gathered and disseminated project materials at key points to stakeholders.

Regional IT Implementation Mngr- Americas Ocean

DB Schenker
Phoenix, AZ
01.2019 - 03.2021
  • Worked with customers or prospective customers to develop integrated solutions and lead detailed architectural dialogues to facilitate delivery of comprehensive solution.
  • Guided and influenced existing partners on recommended upgrades and enhancements to integrated solutions.
  • Created strong relationships with key decision makers.
  • Conducted research to evaluate systems design and process efficiency.
  • Worked closely with product teams to define and prioritize partner feature requests
  • Managed over 200 project plans in 2 years utilizing resource allocation, scope, schedule, status and documentation.
  • Managed and delivered advanced customization and configuration for EDI/API/Web solutions.
  • Worked with clients post-implementation on user testing, debugging, support and maintenance.
  • Conducted technical workshops and education sessions for customers, and teams.
  • Provided support during customer implementations and applied industry best practices.
  • Supervised deployments and provided troubleshooting and user support.
  • Managed project scope, schedule, status and documentation.
  • Communicated with partners and clients to update product and implementation status at technical or functional level.
  • Created and implemented innovative business solutions to support corporate objectives.
  • Conducted post-sale requirements gathering, analysis, and documentation.

Regional Implementation Manager - US West Coast

DB Schenker
Phoenix, AZ
01.2017 - 01.2019
  • Monitored resource utilization, expenses and payroll to inform profitability management and decision-making.
  • Defined revenue and sales targets and motivated staff of over 30 at branch and sales level to exceed expectations.
  • Tracked KPIs against benchmarking, market trends and competitor activities to develop strategic improvement plans.
  • Cultivated culture of open communication, collaboration and shared accountability for business success.
  • Drove continued growth across business areas by partnering with first-line management on revised approaches to customer service, sales and operational leadership.
  • Oversaw daily, weekly and monthly business reporting and leveraged information to optimize forecasting and future business plans.
  • Trained new employees on proper protocols and customer service standards.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

Air Product Pricing Manager - Lead

DB Schenker
Phoenix, AZ
01.2013 - 01.2017
  • Continually maintained and improved company's reputation and positive image in markets served.
  • Established, initiated and optimized business development strategies based on company targets, product specifications, market data and budget factors.
  • Captured new customers by optimizing business strategies and launching products to diversify offerings.
  • Evaluated consumer preferences and behaviors, combined with market trends and historical data, to adjust and enhance campaigns.
  • Directed marketing projects through conceptual planning, schedule management and final implementation.
  • Met deadlines, exceeding expectations and effectively rolling out Pricing & Bid campaigns.
  • Considered business demands and customer preferences when developing pricing structures and marketing plans.
  • Leveraged industry trends and competitive analysis to improve customer relationship building.
  • Mentored local personnel on best practices and protocols to maximize productivity.
  • Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.

Customer Service Analyst

DB Schenker
Phoenix, AZ
01.2010 - 01.2013
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Answered constant flow of customer calls with minimal wait times.
  • Responded to customer requests for products, services and company information.
  • Provided primary customer support to internal and external customers.
  • Recommended products to customers, thoroughly explaining details.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Fielded customer questions regarding available merchandise, sales, current prices and upcoming company changes.
  • Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
  • Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
  • Boosted sales revenue by skillfully promoting diverse service options.
  • Leveraged sales expertise to promote products and capitalized on upsell opportunities.
  • Evaluated account and service histories to identify trends, using data to mitigate future issues.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

Education

Associate of Arts - Business

Maricopa Community Colleges - Rio Salado Community College
Tempe, AZ

Bachelor of Arts - Business

Northern Arizona University
Flagstaff, AZ
06.2009

Skills

  • Training Junior Team Members
  • Billing Systems
  • Organizational Systems
  • Contract Implementation
  • User Acceptance Testing (UAT)
  • Team Meetings
  • Project Documentation
  • Solution Implementation
  • Program Implementation
  • Technology Implementation
  • Customer Implementation
  • Methodology Implementation

Timeline

Head of Implementation - US Ocean

DB Schenker
03.2021 - Current

Regional IT Implementation Mngr- Americas Ocean

DB Schenker
01.2019 - 03.2021

Regional Implementation Manager - US West Coast

DB Schenker
01.2017 - 01.2019

Air Product Pricing Manager - Lead

DB Schenker
01.2013 - 01.2017

Customer Service Analyst

DB Schenker
01.2010 - 01.2013

Associate of Arts - Business

Maricopa Community Colleges - Rio Salado Community College

Bachelor of Arts - Business

Northern Arizona University

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Kyle Nelson