Melissa Thompson
Conroe,TX
Summary
A highly motivated service-oriented manager with a strong background in Operations and Customer Service Management. I have extensive experience in operations, safety, team leadership, customer relations, customer retention, problem resolution, freight claims, I possess excellent communication and time management skills. Extensive knowledge of LTL, OOG freight, open deck, dry van, hot shot, first to final mile, white glove delivery, and warehousing. I am a team player and I handle tasks with the highest accuracy and efficiency. Authorized to work in the US for any employer
Overview
8
8
years of professional experience
Work History
Transportation Manager
Universal Forest Products – UFP
07.2023 - 08.2025
- Managing drivers on the day to day task and deliveries
- Over seeing the maintenance of trucks and equipment
- Communicate effectively with load planning to align on customer needs and ensure follow up on all pending request
- Maintain accurate system updates to reflect real time status
- Track and report the use of portals, tracking tools, and automated notifications
- Responsible for maintaining SOP’s for assigned plant
- Proactively identifying service disruptions and coordinate resolutions
- Verifying current rates with established carriers
- Work closely with shipping clerks to ensure accurate loading procedures
Operations Manager
Diligent Delivery Systems
07.2020 - 01.2023
- Develop, implement and continuously enhance freight forwarding operational procedures
- Manage on site CSR team as well as overseas CSR team
- Assist all terminals with problem resolution
- Train supporting team on problem resolutions
- Train supporting team on track and trace freight
- Develop and maintain relationships with customers, carriers, and vendors
- Handle all escalated problems
- Investigate and resolve shipping quality issues, damages, or lost freight claims.
- First to final mile
- Knowledge 3PL carriers
- Invoicing
- Work closely with dock personnel to insure the integrity and quality of packaged freight.
- Cross check inbound and outbound load manifest
- Mentor coworkers
- Verifying pricing with customers and vendors
- Negotiate additional cost charged by carrier and vendors.
- Monitor emails and phone calls
- Conduct hiring interviews
Customer Service Manager
Pinch Flatbed
05.2017 - 03.2020
- Accountable for the day to day operations of the department, ensuring a sensational customer experience on the phone, via email or any other form of communications
- Responsible for the performance, development of 4 customer service representatives
- Leading the customer service team and providing training, guidance, supervision and development for both professional and personal
- Reinforce the company policies and procedures amongst the customer service team to reduce complaints and claims
- Monitoring liaison with clients regarding their service requirements, and providing outstanding customer service
- Track and trace freight
- Quoting
- Collaborate with other managers and staff members to formulate and implement policies, procedures, goals, and objectives
- Review all hazardous documents to ensure they meet DOT regulations
- Recommend strategies to generate revenue and increase profitability
- Implement schedule and policy changes
- Confer with customers, supervisors, contractors, and other personnel to exchange information or to resolve problems.
- Direct investigations to verify and resolve customer or shipper complaints.
- Direct activities related to dispatching, routing, or tracking transportation.
- Oversee and distribute customer service emails to ensure they are responded to by the appropriate team
- Direct contact with dispatch to resolve problems
- Resolve conflict using good interpersonal skills
- Daily yard checks to verify freight on yard
- Receiving load check
- Oversee cross dock procedures
- Check freight segregation
Education
General Studies
Oak Ridge
Conroe, TXSkills
- Administrative & Customer Service Skills
- Customer Service
- Microsoft Office
- Transportation Management Systems
- Transportation
- Operations Management
- Dispatch
- Customer Relationship Management
- Freight Experience
- Flatbed
- Employee Evaluation
- Transportation Management
- Project Planning
- Conflict Management
- Logistics
- Supply Chain
- Account Management
- Inventory Control
- Project Coordination
Timeline
Transportation Manager
Universal Forest Products – UFP
07.2023 - 08.2025
Operations Manager
Diligent Delivery Systems
07.2020 - 01.2023
Customer Service Manager
Pinch Flatbed
05.2017 - 03.2020
General Studies
Oak Ridge
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