Mandy Garza
Director Of Customer Service
Omaha,United States
Summary
Results-driven Director of Customer Service offering proven history of achievement during 15-year career. Talented leader with analytical problem-solving and strategic planning expertise. Solid background of consistently addressing customer issues, delivering industry-leading service and implementing scalable approaches.
Overview
13
13
years of professional experience
4
4
years of post-secondary education
Work History
Director of Customer Service
Phillips Connect Technology
Newport Beach, CA
10.2020 - Current
- Audited customer support procedures and collaborated to promote standardization across teams.
- Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
- Tracked results of various promotional campaigns by gathering feedback from customers and recommended areas of improvement.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Maintained consistent communication with leadership team to manage customer service effectiveness by monitoring performance and assessing metrics.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
Senior Director of Corporate Accounts
Werner Enterprises
Omaha, NE
03.2017 - 10.2020
- Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
- Managed a team of 25 associates located at corporate headquarters and off site at customer locations.
- Revamped operational plans to refocus staff and align processes with business objectives.
- Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
- Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
- Improved customer experiences to increase renewal rates, reduced churn and enhanced support services.
- Spearheaded successful business development initiatives aligned with company's strategy and core competencies.
- Aligned department vision, goals and objectives with company strategy to achieve consistently high results.
- Created and presented quarterly business reviews to internal and external Executives at Fortune 500 companies
- Managed and was responsible for corporate relationship ownership for $180 million in revenue
General Manager
Werner Enterprises
Omaha, NE
05.2016 - 03.2017
- Drove year-over-year business growth while leading operations, strategic vision and long-range planning.
- Developed effective business plans to align strategic decisions with long-term objectives.
- Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
- Represented Werner Enterprises at Home Depot's corporate headquarters in Atlanta, GA
- Owned all aspects of corporate relationship with The Home Depot for truckload and intermodal business for Werner Enterprises
- Created and presented daily, weekly, monthly and quarterly reporting to executives at the customer and internally
Operations Supervisor
Werner Enterprises
Omaha, NE
05.2013 - 05.2016
- Monitored supply chain and managed logistics functions for company.
- Motivated and trained employees to maximize team productivity.
- Led associate focus groups and meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Conducted daily operations and long term strategy for customers who utilized Werner's 3PL capabilities which included: order management, full truckload, dedicated, intermodal, expedited and LTL services
- Identified cost savings and continuous improvement opportunities
- Provided ad hoc and scheduled reporting to internal and external executives
- Processed inbound and outbound shipments with high accuracy by directing associate teams and managing inventory processes.
- Conducted root cause analysis in deficient areas to identify and resolve central issues.
EDI Customer Analyst
Werner Enterprises
Omaha, NE
03.2012 - 05.2013
- Translated data findings and trends into actionable insights to better understand customer behavior and present findings.
- Fielded ad hoc requests for customer analysis.
- Implemented and evaluated all EDI customers for two systems
- Conducted research, identified opportunities, and analyzed best practices in executing EDI transmissions for customers
- Served as a liaison between operations and IT departments to develop solutions to streamline and automate work processes
- Monitored and analyzed customer compliance scorecards to ensure customer expectations were met
Customer Service Manager
Werner Enterprises
Omaha, NE
03.2010 - 03.2012
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Coordinated resolutions for more than 100 daily customer inquiries while consistently achieving performance targets.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Collaborated with Vice Presidents to improve customer service processes and support structures company-wide.
- Devised and published metrics to measure organization's success in delivering world class customer service
- Conferred with sales teams and team leaders to communicate targets, boost revenue and improve customer experience
- Aided senior leadership during executive decision-making processes and generated daily reports to recommend corrective actions and improvements.
Driver Recruiting Assistant
Werner Enterprises
Omaha, NE
11.2008 - 03.2010
- Pre-screened applicants and scheduled interviews with appropriate team members if needed.
- Followed up with notable applicants sourced via industry-specific pipelines, events and job fairs.
- Leveraged social media platforms and online job boards to advertise open positions and engage with potential candidates.
- Reviewed applications for experience and fit with posted positions.
- Supported hiring process by scheduling interviews, conducting reference checks and completing various paperwork.
- Compiled and produced qualified candidates' information for hiring manager review and liaised between parties to coordinate formal, management interviews.
Education
Bachelor of Science - Marketing And Management
Iowa State University
Ames, IA 08.2000 - 12.2004
Skills
Payment management
Issue escalation
Stakeholder oversight
Coaching and mentoring
Presentation design
Timeline
Director of Customer Service
Phillips Connect Technology
10.2020 - Current
Senior Director of Corporate Accounts
Werner Enterprises
03.2017 - 10.2020
General Manager
Werner Enterprises
05.2016 - 03.2017
Operations Supervisor
Werner Enterprises
05.2013 - 05.2016
EDI Customer Analyst
Werner Enterprises
03.2012 - 05.2013
Customer Service Manager
Werner Enterprises
03.2010 - 03.2012
Driver Recruiting Assistant
Werner Enterprises
11.2008 - 03.2010
Bachelor of Science - Marketing And Management
Iowa State University
08.2000 - 12.2004