Matthew Hopkins
Bay Village,OH
Summary
Results-driven resolutions professional with strong background in conflict resolution and process improvement. Proven ability to collaborate with teams, adapt to changing needs, and drive outcomes. Skilled in problem-solving, communication, and strategic planning, ensuring reliable and effective solutions. Recognized for fostering cooperative work environment and consistently achieving high-impact results.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Strategic Account Manager
Mohawk Global Logistics
06.2021 - Current
- Designed and implemented operational task boards to minimize data gaps and enhance work flow accuracy
- Developed tailed metrics to empower clients in making informed, data-driven decisions.
- Authored a comprehensive Standard Operating Procedure (SOP) for client operations to ensure consistency and efficiency.
- Served as the primary point of contact for all account-related matters, building trust with key decision makers.
- Developed customized strategies, resulting in stronger partnerships and improved outcomes.
- Provided exceptional customer service experiences by anticipating needs, offering proactive solutions, and resolving issues quickly when they arose.
Customs Brokerage Manager
C.H. Robinson
01.2016 - Current
- Increased Net Revenue year over year by at least 12% each year as manager
- Passed corporate audits 2017, 2018, and 2019 with scores of at least 97% each year
- Created audit tool using reporting and Microsoft Power Query to find potential errors prior to paying statement
- Created standard procedure, format, and reporting standards for all Quarterly Business Reviews
- Presented and created Importer training for better understanding of what is expected of customs compliance
- Assisted in creating SharePoint site for branch operations
- Added specific pages for each operational department, PTO calendars, daily metrics, and quick links
- Created reporting and procedures for post entry, HTS assistance requests, audits, check requests, absorbs, and non-route leads
- Created branch SOP for all departments for specific required tasks for employee ease of use and accountability
- Assisted outside sales team on potential new business calls to sell customs compliance
- Assisted in creating customer on-boarding process to ensure smooth transition or find potential areas of concern
- Responsible for own customs P&L
Customs Only Supervisor
Phoenix International / C.H. Robinson
07.2015 - 12.2015
- Supervised team of four who processed customs brokerage only shipments
- Assisted brokerage team with training and reporting on new operating system, Cargowise
- Increased productivity and compliance after creating and implementing new procedural guidelines for customs brokerage department
Senior Ocean Import Customer Service
Phoenix International / C.H. Robinson
07.2010 - 07.2015
- First escalation point for team
- Phoenix purchased by C.H. Robinson
- Lead transition team of operating systems and set expectations for future procedures
- Trained on new operating systems to act as additional training representative during go live of two new operating systems
Ocean Import Customer Service
Phoenix International
09.2007 - 07.2010
- Main contact for multiple top accounts for their ocean imports and brokerage
- Services include rate schedules: booking, tracking, dispatching, billing, and POD’s
Senior Brokerage Analyst / Brokerage Analyst
Menlo Logistics / UPS
03.2003 - 09.2007
- Lead on top account within the company
- Improved customer service which lead to further business awards; due to increased volume and divisions, team quickly increased from two to six members
- Managed custom compliance, documentation, tracking, billing, POD’s, and cross dock reporting
Education
Signals Intelligence
United States Marine Corps
High School Diploma -
Holy Name High School
Skills
- Organization
- Customer Service
- MS Office, Excel, Power Query, Power BI
- Budgets
- Project Organization
- Team Management
- Operational Improvement
- Team Building
- Problem Resolution
Certification
Licensed Customs Broker
Certified Customs Specialist
Timeline
Strategic Account Manager
Mohawk Global Logistics
06.2021 - Current
Customs Brokerage Manager
C.H. Robinson
01.2016 - Current
Customs Only Supervisor
Phoenix International / C.H. Robinson
07.2015 - 12.2015
Senior Ocean Import Customer Service
Phoenix International / C.H. Robinson
07.2010 - 07.2015
Ocean Import Customer Service
Phoenix International
09.2007 - 07.2010
Senior Brokerage Analyst / Brokerage Analyst
Menlo Logistics / UPS
03.2003 - 09.2007
Licensed Customs Broker
Certified Customs Specialist
Signals Intelligence
United States Marine Corps
High School Diploma -
Holy Name High School
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