Nadine Calderon-Dixon
Olympia,WA
Summary
Dynamic and results-driven leader with extensive experience in operations, logistics, fleet management, and customer service. Proven success in optimizing processes, reducing costs, and developing efficient standard operating procedures. Expertise in managing large fleets, coordinating shipments, and streamlining operations for maximum efficiency. Strong background in overseeing delivery teams, ensuring DOT compliance, and driving customer satisfaction through exceptional leadership and communication skills. A strategic thinker and mentor, fostering cross-departmental collaboration and consistently aligning with company goals to achieve outstanding performance. Dedicated to cultivating high-performing teams and delivering solutions that enhance operational success. Fluent in English and German.
Overview
10
10
years of professional experience
Work History
Customer Account Representative Supervisor
State of Washington, Enterprise Services
03.2024 - Current
- Supervised a team of 10 employees, managing the daily operations of the Department of Enterprise Services (DES) Fleet Operations and ensuring efficient fleet management across statewide agency accounts
- Coached and mentored customer account representatives to deliver polite, professional customer interactions.
- Monitored performance metrics to identify areas of improvement and implement necessary changes.
- Facilitated open lines of communication within the team by holding regular meetings, promoting collaboration, and sharing best practices.
- Implemented new policies and procedures to improve overall customer service quality.
- Led fleet management activities, including monitoring vehicle usage, adjusting fleet assignments, and ensuring compliance with fleet standards, policies, and regulations
- Reviewed and processed vehicle orders, overseeing vehicle replacement methods, surplus management, and vehicle assignments for both permanent and project-based needs
- Developed and implemented strategic fleet solutions, including analyzing vehicle utilization, fuel consumption, and overall fleet composition to recommend optimal vehicle types for customers
- Created and delivered comprehensive training programs, enhancing stakeholder understanding of DES Fleet policies, procedures, and guidelines, including developing agency-specific training materials
- Managed customer communications, addressing concerns and complaints regarding fleet services and proactively resolving issues to ensure customer satisfaction
- Oversaw administrative functions for the Fleet Operations team, including records retention, petty cash management, timesheet coordination, and monthly newsletter publication
- Approved vehicle purchases and supported PS3 staff in vehicle ordering and processing, improving efficiency and reducing processing times.
Customer Account Representative
State of Washington Department of Enterprise Services
10.2021 - 02.2024
- Monitored, tracked, and provided technical assistance for customers’ vehicle usage, including adjustments to vehicle assignments and fleet mix, ensuring optimal fleet performance
- Reviewed data and forms for compliance with industry standards, policies, and regulations, ensuring alignment with established protocols
- Assessed and processed vehicle requests, collaborating with customers and stakeholders to make recommendations for fleet adjustments
- Partnered with agency contacts to proactively resolve concerns and complaints related to current and future policies, improving customer satisfaction
- Developed and delivered tailored training programs for agency account stakeholders, enhancing their understanding of DES Fleet Operations, objectives, and best practices
- Provided monthly and annual analysis summaries to the Supervisor and DES Fleet Manager, offering insights and recommendations for agency customers
- Coordinated vehicle ordering and processing, working with customers to establish standard replacement methods and ensure timely delivery of replacement vehicles
- Managed accurate data entry, including program, department, and agency assignment coding, rate class, and revenue codes, ensuring precise vehicle tracking and billing
- Evaluated and recommended improvements for the vehicle ordering process, streamlining operations to reduce inefficiencies
- Collaborated with internal and external teams to conduct fleet analyses, advising customer agencies on the optimal use of EVs and alternative fuel vehicles
- Assisted in the purchasing and ongoing management of vehicles after they were integrated into the DES fleet, ensuring timely integration and proper maintenance.
- Provided comprehensive training to new hires on account management best practices, driving consistency in service delivery across the team.
- Managed sensitive customer information diligently, maintaining strict adherence to data privacy regulations and company policies.
- Increased customer satisfaction ratings through proactive and actionable resolutions to questions, concerns, or challenges.
- Supported customer satisfaction through regular follow-up and communication.
Carrier/Fleet Manager
Wilson Logistics
09.2019 - 10.2021
- Managed daily operations for a fleet of 30 drivers; demonstrated operations leadership by overseeing pickup and delivery coordination, routing, and Overages, Shortages, and Damages (OS&D) functions
- Ensured full DOT compliance and adherence to safety regulations
- Collaborated with area management to identify operational needs and implement workflow improvements
- Optimized driver productivity by supporting load planners and refining scheduling strategies
- Served as the primary point of contact for delivery and quality control concerns
- Provided administrative and technical support for transportation-related inquiries
- Maintained 96% on-time delivery and reliability rating by implementing operational improvements
- Trained and mentored new and existing drivers on Carrier FourKites and Transflo, ensuring accurate system usage
- Partnered with management to analyze and resolve software integration challenges, offering data-driven recommendations for system efficiency.
- Enhanced customer satisfaction by addressing and resolving service issues promptly and professionally.
Logistics Senior Carrier Manager
USA Truck, Inc
01.2019 - 09.2019
- Led carrier team operations by evaluating performance, conducting simulations, and executing action plans to meet short- and long-term capacity needs
- Engaged in complex carrier negotiations to establish strong, long-term partnerships and enhance service reliability
- Developed and implemented operational policies for process streamlining and efficiency improvement
- Coordinated with department heads to align scheduling, records management, and workflow optimization
- Ensured compliance with industry standards, overseeing training, adherence to procedures, and incident reporting analysis
- Provided strategic project leadership to support long-term business growth and scalability
- Strengthened company service offerings by forging key partnerships with local organizations to expand capabilities
- Collaborated with the Sales team to develop accurate pricing models and spot quotes for high-priority shipments.
- Negotiated favorable contracts with carriers to reduce transportation costs without compromising service quality or timeliness.
Logistics Carrier Manager
USA Truck, Inc
10.2017 - 01.2019
- Oversaw logistics functions, supply chain management, transportation, maintenance, and carrier team operations
- Executed administrative tasks to create an efficient work environment and support daily operational requirements
- Developed and implemented standardized processes and procedures to ensure consistent and timely workflow execution
- Played a key role in the successful establishment of the USA Truck Logistics location in Puyallup, WA
- Expanded the carrier network by adding 40 committed carriers, increasing revenue opportunities and operational capacity.
Carrier/Account Manager
Interstate Distributor Logistics
07.2015 - 10.2017
- Managed freight movement across the Pacific Northwest, tracking shipment status, order performance, and non-operational freight data to meet service expectations
- Negotiated competitive freight rates while maintaining required profit margins
- Collaborated with service providers and external carriers to maintain business relationships and oversee service expectations
- Dispatched information to service providers, scheduled freight movement, and ensured smooth logistics operations
- Monitored carrier service levels to ensure compliance with contractual service requirements
- Coordinated expedited shipping requests, ensuring urgent deliveries met strict deadlines
- Advocated for customers by resolving complaints, responding quickly to escalated concerns, and implementing improvement measures for customer operations and pickup performance
- Led cross-training initiatives for account managers, providing education and backup support during peak periods
- Renegotiated contracts using strong negotiation skills, sustaining a 12% profit margin.
Carrier Relations/Accounts
Interstate Distributor Logistics
01.2015 - 07.2015
- Monitored carrier compliance, ensuring adherence to Interstate Distributor Company qualifications
- Served as the primary liaison with carriers, ensuring contract terms were met
- Resolved customer service and billing issues by addressing outstanding payments and bill adjustments while maintaining policy compliance
- Mentored and trained employees, fostering clear internal communication, establishing objectives, and maintaining a positive work environment to enhance engagement
- Identified performance and compliance gaps in AP processes, working with factoring companies and carriers to ensure accurate paperwork submission for timely payments.
Education
Bachelor of Science - Business
University of Phoenix
Tacoma, WAAssociate of Arts - General Studies
University of Maryland
Mannheim, GermanySkills
- Team leadership
- Team development
- Conflict resolution
- Coaching and mentoring
- Recruitment and hiring
- Vendor management
- Performance evaluation
- Logistics management
- Fleet management
- Operations and logistics
- Driver management
- Logistics planning
Timeline
Customer Account Representative Supervisor
State of Washington, Enterprise Services
03.2024 - Current
Customer Account Representative
State of Washington Department of Enterprise Services
10.2021 - 02.2024
Carrier/Fleet Manager
Wilson Logistics
09.2019 - 10.2021
Logistics Senior Carrier Manager
USA Truck, Inc
01.2019 - 09.2019
Logistics Carrier Manager
USA Truck, Inc
10.2017 - 01.2019
Carrier/Account Manager
Interstate Distributor Logistics
07.2015 - 10.2017
Carrier Relations/Accounts
Interstate Distributor Logistics
01.2015 - 07.2015
Bachelor of Science - Business
University of Phoenix
Associate of Arts - General Studies
University of Maryland
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