Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
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Nikki Amao

Tinley Park,IL

Summary

Expert professional with a proven track record at Vixxo in enhancing customer satisfaction and team performance. Excelled in logistics analysis and relationship management, driving process improvements and fostering collaborative environments. Achieved consistent sales growth by leveraging CRM expertise and strategic negotiation, demonstrating a unique blend of technical and interpersonal skills.

Overview

19
19
years of professional experience

Work History

Customer Service Team Lead

Vixxo
05.2023 - 05.2024
  • Supported 42 representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
  • Coached new team members on service techniques and provided scoring through quality assurance program.
  • Addressed escalated customer concerns promptly, ensuring satisfactory resolutions while preserving long-term relationships.
  • Led regular team meetings to review performance data, discuss best practices, and collaborate on continuous improvement initiatives.

Logistics Account Manager

Traffix
04.2022 - 02.2023
  • Created detailed reports on account performance, identifying areas for improvement and implementing corrective actions when needed.
  • Spearheaded process improvements that resulted in reduced turnaround times and increased accuracy within the order fulfillment process by 47%.
  • Coordinated cross-functional teams to address complex client issues, facilitating communication between departments to ensure a seamless resolution process.
  • Led training initiatives for staff members on best practices in logistics management, fostering a culture of continuous learning among team members.

Account Executive

Echo Global Logistics
08.2019 - 04.2022
  • Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
  • Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
  • Qualified leads, built relationships and executed sales strategies to drive new business with an overall profit of 69% increase.
  • Exceeded sales targets consistently by identifying new business opportunities and creating customized solutions for clients.
  • Negotiated contracts successfully, securing favorable terms for both the company and clients with a 54% margin increase.

Dispatcher

Waste Managment
02.2011 - 08.2019
  • Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
  • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
  • Directed dispatching, routing, and tracking of 72 fleet vehicles.
  • Provided exceptional customer service to callers, remaining empathetic and patient during emergencies.
  • Maintained updated and detailed records of calls in physical and electronic database.
  • Consistently met performance metrics for call handling, contributing to the overall success of the department.
  • Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.

Production Coordinator

FedEx
09.2005 - 02.2011
  • Provided hands-on support during peak production periods, assisting teams in meeting tight deadlines.
  • Coordinated with production team to support productivity targets and deadline management.
  • Monitored and tracked progress of all production tasks for on-time delivery.
  • Coordinated communication between departments, fostering a collaborative work environment.

Education

Bachelor of Arts - Human Development And Family Studies

Purdue University Calumet
Hammond, IN
06.2014

Skills

  • Policy Enforcement
  • Relationship building and management
  • CRM/CSM software expertise/Microsoft 365 Products/Adobe Products
  • Sales expertise
  • Vendor/Database Management
  • Multitasking
  • Pipeline/Transportation Management
  • Logistics Analysis/Planning
  • Warehouse Management
  • Demand forecasting
  • Freight Negotiation
  • Route Optimization

Accomplishments

  • Achieved 98% customer satisfaction rate and enhancing overall account performance.
  • Collaborated with cross-functional teams to develop and execute strategic account plans, resulting in a 23% increase in client retention.
  • Won over 216 new lane opportunities and 61 less than truckload lanes for the company's quarterly bid.

Languages

Yoruba
Native or Bilingual
Spanish
Full Professional

Timeline

Customer Service Team Lead

Vixxo
05.2023 - 05.2024

Logistics Account Manager

Traffix
04.2022 - 02.2023

Account Executive

Echo Global Logistics
08.2019 - 04.2022

Dispatcher

Waste Managment
02.2011 - 08.2019

Production Coordinator

FedEx
09.2005 - 02.2011

Bachelor of Arts - Human Development And Family Studies

Purdue University Calumet

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Nikki Amao