Mandy Jordan
Lowell
Summary
Dynamic leader with a proven track record at J.B. Hunt, enhancing service delivery through analytical thinking and effective problem-solving. Excelled in fostering teamwork and collaboration, achieving a 97% service goal. Skilled in operations management and interpersonal relations, consistently improving customer satisfaction and retention.
Overview
18
18
years of professional experience
Work History
Regional Service Manager II
J.B. Hunt
01.2015 - Current
- Liaison between Customer Experience and Operations
- Manage available capacity to match freight volume
- Understand customer service requirements within assigned market to better prioritize service goals
- Train and develop new Dispatch and Regional Service Manager hires
- Maintain and monitor equipment pools
- Championed process improvements that resulted in decreased turnaround times for service requests while maintaining quality standards
- Manage customer escalations effectively, ensuring timely resolutions and minimizing negative impacts on client relationships
- Enhanced regional service performance by implementing effective management strategies and streamlining processes
Logistics Coordinator
J.B. Hunt
01.2014 - 01.2015
- Responsible for overall daily optimization of final mile distribution centers
- Balanced freight and equipment availability
- Assigned and planned daily shuttles between regional distribution and local distribution facilities
- Participated in the redesign of ETP that made it more efficient
- Optimized transportation strategies by analyzing route performance data and adjusting plans accordingly
- Facilitated cross-department collaboration to address and resolve logistical hurdles efficiently
- Devised routing plans and schedules to facilitate safe and timely delivery of goods
Area Service Manager
J.B. Hunt
01.2010 - 01.2014
- Worked cross-functionally with Sales, Pricing, and Operation Management to grow business and achieve 97% service goal
- Streamlined service processes for increased efficiency and quicker response times
- Improved customer satisfaction by addressing and resolving service issues in a timely manner
- Managed and maintained customer equipment pools
- Identified possible dedicated lanes
- Managed dedicated planning
- Boosted customer retention rates by consistently delivering exceptional service experiences
- Mentored junior staff members, enhancing their technical skills and industry knowledge
Customer Experience Representative
J.B. Hunt
02.2007 - 01.2010
- Developed strong relationships with clients, fostering a sense of trust and reliability in the company''s services
- Analyzed customer feedback data, identifying areas for improvement and implementing necessary changes
- Increased repeat business with exceptional follow-up efforts that nurtured ongoing relationships with customers
- Enhanced customer satisfaction by addressing and resolving issues promptly and professionally
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities
- Booked customer orders
- Scheduled pick-up and delivery appointments
Education
High School Diploma -
Springdale High
Springdale, AR05-2004
Skills
- Problem-solving aptitude
- Interpersonal relations
- Time management abilities
- Analytical thinking
- Documentation and reporting
- Good judgment
- Professionalism
- Training and development
- Managing operations and efficiency
- Teamwork and collaboration
- Attention to detail
Timeline
Regional Service Manager II
J.B. Hunt
01.2015 - Current
Logistics Coordinator
J.B. Hunt
01.2014 - 01.2015
Area Service Manager
J.B. Hunt
01.2010 - 01.2014
Customer Experience Representative
J.B. Hunt
02.2007 - 01.2010
High School Diploma -
Springdale High
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