Michael Pemberton
Algonquin,IL
Summary
I am a dependable leader with highly developed interpersonal skills and analytical thinking. Throughout my career I have demonstrated expertise in strategic planning and operational improvement, fostering internal and external team collaboration to increase efficiency and productivity for my teams. I have a proven track record of designing and implementing innovative solutions that resulted in positive outcomes for my stakeholders, be they internal or external. I am excited to leverage my experience in your organization!
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager, Technical Account Manager
Fourkites, Inc.
Chicago, IL
08.2023 - Current
- Executed extensive updates to key operations involving significant process modifications, staff development initiatives, and internal outreach efforts.
- Directed a global team in executing their regular duties efficiently and to customer expectations.
- Designed career growth strategies for my team members.
- Maintained high-quality service while resolving escalated concerns.
- Streamlined my team's internal procedures and projects to reflect updated corporate strategies.
- Performed the customer solutioning process to enhance platform value delivery.
- Enhanced team productivity through cross-functional collaborations, and the use of AI tools where applicable.
- Established and monitored team KPIs to evaluate performance and identify areas for improvement.
Senior Operations Specialist - Network Growth - North America
Fourkites, Inc.
Chicago, IL
07.2019 - 04.2023
- Simultaneously managed up to 80 active carrier onboarding projects for multiple customers, while ensuring timelines are being met
- Collaborated with external parties to ensure timely completion of technical tasks to ensure freight tracking excellence
- Developed creative solutions with carriers to achieve the goals of our customers
- Effectively communicated roadblocks and challenges while offering solutions to resolve these challenges to appropriate parties
- Collaborated across functional teams on projects meant to further department goals, such as creating operational performance improvements
Team Lead - Emerging Modes & Products - North America
Fourkites, Inc.
Chicago, IL
03.2022 - 09.2022
- Managed a team of 7 employees to achieve or exceed our department's KPI's, by empowering them to perform at their highest possible level
- Developed and maintained SOP's and SLA's for new and existing products and operational processes
- Monitored team performance relative to our department benchmarks, and proactively identify areas of improvement
- Served as an escalation point, both externally and internally, to ensure operational excellence and customer satisfaction
- Identified operational bottlenecks and improvement opportunities, and build the tools and processes to address these areas
- Collaboratively managed multiple projects across functional teams to successfully develop products with structured and replicable processes
Warehouse Office Lead
Expeditors International of Washington, Inc.
Bensenville, IL
07.2017 - 07.2019
- Served as primary liaison between transportation and warehouse teams to ensure continuous improvement in operational performance
- Managed a team of six across 3, 8-hr shifts
- Ensured Timely Performance of all warehouse functions
- Identified and eliminated or minimized operation bottlenecks and pain points
- Developed and conducted training on new and established processes and software
Ocean Export Agent
Expeditors International of Washington, Inc.
Bensenville, IL
03.2015 - 07.2017
- Managed multiple service providers primarily in trucking and ocean transport
- Negotiated Rates with carriers on behalf of Expeditors's customers
- Contributed to budgeting, staffing and public relations
- Served as subject matter expert on Ocean Export operations for the Miscellaneous Accounts team for shipments destined to Latin America
- Guided Compliance for international and local import/export regulations
- Identified opportunities to improve efficiency and eliminate waste
Education
Bachelor of Arts - East Asian Studies
Illinois State University
Normal, IL12.2013
Bachelor of Science - International Business
Illinois State University
Normal, IL12-2013
Language Immersion Program -
National Chengchi University
Taipei, Taiwan01.2011
Skills
- Team-Oriented Project Leadership
- Supply Chain Management
- Carrier Partnership Management
- Startup Operations Experience
- Cross-Functional Collaboration
- Client Relationship Management
- Customer Program Design
- SQL Query Reporting
Certification
- Lean Six Sigma - May 2023
- US Security Clearance - November 2022
Affiliations
- Husband and Father of 2
- Climber of Rocks
- Globetrotter - on hiatus
Timeline
Manager, Technical Account Manager
Fourkites, Inc.
08.2023 - Current
Team Lead - Emerging Modes & Products - North America
Fourkites, Inc.
03.2022 - 09.2022
Senior Operations Specialist - Network Growth - North America
Fourkites, Inc.
07.2019 - 04.2023
Warehouse Office Lead
Expeditors International of Washington, Inc.
07.2017 - 07.2019
Ocean Export Agent
Expeditors International of Washington, Inc.
03.2015 - 07.2017
Bachelor of Arts - East Asian Studies
Illinois State University
Bachelor of Science - International Business
Illinois State University
Language Immersion Program -
National Chengchi University
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