Lori Johnson
Glenwood,IA
Summary
Experienced customer advocate with a proven track record at Union Pacific. 30Yrs experience has allowed me to gain an in-depth knowledge of customer service principles to be able to address and resolve issues timely and efficiently. Recognized for my strong teamwork and flexibility in meeting evolving business needs. Contribute daily to high customer satisfaction with great communication and problem-solving skills. Known for reliability, strategic thinking, and results-driven approach.
Overview
30
30
years of professional experience
Work History
Sr Customer Advocate - EBusiness/Customer Support Manager
Union Pacific
04.2017 - Current
- Collaborate with cross-functional teams to streamline processes and enhance operational efficiency with WBM.
- Conduct training sessions with customers to improve their interactions with the UP systems.
- Established rapport with customers through clear communication and active listening skills.
- Achieved consistent positive reviews from customers by providing support, follow-ups, and delivering on action items from initial contact.
- Maintained up-to-date knowledge of UP web products to continue to deliver quality customer service and training.
- Consistently work as a team to meet team metrics and individual metrics.
- Handle approx 20-40 calls daily, determined by daily call volume
Mgr Manifest Services
Union Pacific
04.2015 - 04.2017
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
Mgr Shipment Mgmt
Union Pacific
08.2014 - 03.2015
- Participated in operational initiatives to enhance efficiency across transportation and logistics processes (work orders).
- Collaborated with cross-functional teams to align project goals with company objectives and enhance overall performance.
- Analyzed data trends to inform decision-making and drive key operational strategies in transportation management.
Business Mgr /Market Analyst
Union Pacfic Distribution Services
06.2003 - 07.2014
- Analyzed market trends and performance metrics to inform decision-making and drive growth initiatives.
- Coordinated Wind Turbine project timelines and deliverables, maintaining alignment with overall business objectives.
- Managed budgeting processes, ensuring financial targets were met while maximizing profitability.
- Communicated with customers and vendors positively with particular attention to problem resolution.
- Negotiated contracts with suppliers and vendors, securing favorable terms for the company while maintaining strong relationships.
Operations/Logistics Mgr
Union Pacific Distribution Services
11.1999 - 05.2003
- Collaborated with suppliers to negotiate favorable terms, enhancing partnerships and reducing procurement costs.
- Monitored logistics performance and identified improvement opportunities.
- Developed strong relationships with vendors, leading to improved pricing and service levels.
Manager Intermodal Vendors
Union Pacific Distribution Services
09.1997 - 11.1999
- Analyzed performance metrics of vendors to improve operational efficiency and reduce costs.
- Accomplished multiple tasks within established timeframes.
- Secured high-quality services and products by managing key vendor relationships.
Coordinator of Operations
Union Pacific Distribution Services
11.1995 - 09.1997
- Identified performance trends, recommending actionable solutions to enhance project outcomes.
- Boosted customer satisfaction by addressing inquiries and concerns with professionalism.
Education
Bachelor of Science - Marketing Management
Missouri Western State University
Saint Joseph, MO12-1992
Skills
- Exceptional communication
- Active learning
- Complaint handling
- Teamwork
- Calm and professional under pressure
- Customer service excellence
- Active listening
- Adaptability and flexibility
- Call center experience
Timeline
Sr Customer Advocate - EBusiness/Customer Support Manager
Union Pacific
04.2017 - Current
Mgr Manifest Services
Union Pacific
04.2015 - 04.2017
Mgr Shipment Mgmt
Union Pacific
08.2014 - 03.2015
Business Mgr /Market Analyst
Union Pacfic Distribution Services
06.2003 - 07.2014
Operations/Logistics Mgr
Union Pacific Distribution Services
11.1999 - 05.2003
Manager Intermodal Vendors
Union Pacific Distribution Services
09.1997 - 11.1999
Coordinator of Operations
Union Pacific Distribution Services
11.1995 - 09.1997
Bachelor of Science - Marketing Management
Missouri Western State University