Summary
Overview
Work History
Education
Skills
Timeline
Generic
NIKKI ANDREAS CLEVELAND

NIKKI ANDREAS CLEVELAND

Kyle

Summary

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

Overview

23
23
years of professional experience

Work History

Senior Program Management Manager

UPS Supply Chain Logistics
08.2024 - Current
  • Manage high-complexity, multi-geo, multi-product global accounts as a primary program management contact for escalations, performance, commercial agreements and client concerns.
  • Ensure fulfillment of UPS client obligations, including performance and financial metrics, reporting, and proactive communication.
  • Define and execute global service and support strategies while coordinating account management activities and compliance across teams.
  • Conduct customer review meetings, monitor program profitability, and oversee client billing while preventing scope creep.
  • Anticipate client needs, market trends, and competitive shifts to proactively adapt account strategies.
  • Act as a trusted advisor and customer advocate, strengthening relationships and driving long-term value.
  • Partner with Sales to expand client relationships and generate incremental revenue opportunities.
  • Lead initiatives to improve service quality, exceed customer expectations, and reduce customer churn.
  • Collaborate cross-functionally with Marketing, Solutions, Sales, Contracts, IT, and Implementations teams.
  • Manage multiple customer accounts and oversee supervisory or administrative staff.

Program Manager – Program Mgmt.

UPS Supply Chain Logistics
07.2021 - 08.2024
  • Act as a liaison between internal and external customers and UPS, identifying organic growth opportunities.
  • Facilitate a smooth customer onboarding process to establish a positive customer experience.
  • Manage the post-sales customer lifecycle, including ongoing support, renewals, product improvements, and up-/cross-selling to drive loyalty and satisfaction.
  • Monitor performance and recommend process improvements to maximize customer engagement and value.
  • Train customers to optimize use of products and services.
  • Apply specialized functional expertise, combining theoretical and practical knowledge within the discipline.
  • Perform both routine and complex work assignments, analyzing qualitative and quantitative data to address business challenges.
  • Solve complex problems by applying new perspectives to existing solutions.
  • Contribute to team productivity and quality, building consensus on technical or operational issues.
  • Work independently with minimal guidance while serving as a resource and mentor to less experienced colleagues.
  • May supervise others in a “player-coach” capacity while maintaining strong individual contributor responsibilities.

Program Supervisor – Program Mgmt.

UPS Supply Chain Logistics at Dell Technologies
11.2018 - 07.2021
  • Support multiple customer accounts as a key point of contact, providing local account management and service support.
  • Ensure service reliability and execution while driving customer retention, growth, and positive relationships with UPS.
  • Manage issue resolution, response tracking, client notifications, and service expectation alignment.
  • Facilitate customer surveys, performance meetings, and business reviews to monitor account health.
  • Oversee and maintain SOPs and Statements of Work (SOWs) to ensure operational consistency and compliance.
  • Identify opportunities for account growth and increased service penetration.
  • Lead or support supervisory activities within Program Management, including oversight of administrative support representatives.

Operations Supervisor

Ryder Logistics at Applied Materials
06.2018 - 11.2018
  • Manage workflow and scheduling by analyzing workloads, planning schedules, assigning tasks to support, tracking productivity, optimizing shop performance, leading shift and shop meetings, and reviewing and approving work orders.
  • Manage labor operations by supervising, training, and developing support team, service staff, and customer service coordinators, conducting performance evaluations with clear development opportunities, and ensuring compliance with Ryder Maintenance Operations policies and procedures.
  • Manage customer relationships by resolving issues and ensuring satisfaction and retention, while communicating claim status.

Senior Administrative Assistant/Lead

UPS
04.2017 - 06.2018
  • Well versed in SAP program in relation to shipping, receiving, inventory control/research and trouble-shooting associated with processing orders.
  • Experienced in picking, packing and put-a-way using the RF gun connected to SAP.
  • Very knowledgeable with Windows based applications such as; Outlook, Word, Excel and Access to run reports and import/export SAP data into spreadsheets for daily responsibilities and meetings.
  • Led DOWNS and Outbound in a lead capacity assisting in daily tasked, training and governing workflow/manning based on management needs and direction to ensure customer satisfaction.

Production Control

Business Ink
01.2015 - 03.2017

Driver Helper (seasonal position)

UPS Georgetown Center
11.2014 - 01.2015

United States Air Force
01.2003 - 09.2012
  • Medical Laboratory Technician, Lackland AFB, TX (2009-2012)
  • Medical Service Apprentice, 459th Air Refueling Wing AMDS-Reserve, Andrews AFB, MD (2008-2009)
  • Emergency Medical Technician, Bolling AFB, Washington, DC (2004-2007)

Education

Associates Degree - General Studies

Austin Community College
Round Rock, Texas

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making
  • Verbal and written communication
  • Complex Problem-solving
  • Staff training and development
  • Strategic planning
  • Cross-functional teamwork
  • Customer relationship management (CRM)
  • Sales management
  • Conflict resolution
  • Policy implementation
  • Financial management

Timeline

Senior Program Management Manager

UPS Supply Chain Logistics
08.2024 - Current

Program Manager – Program Mgmt.

UPS Supply Chain Logistics
07.2021 - 08.2024

Program Supervisor – Program Mgmt.

UPS Supply Chain Logistics at Dell Technologies
11.2018 - 07.2021

Operations Supervisor

Ryder Logistics at Applied Materials
06.2018 - 11.2018

Senior Administrative Assistant/Lead

UPS
04.2017 - 06.2018

Production Control

Business Ink
01.2015 - 03.2017

Driver Helper (seasonal position)

UPS Georgetown Center
11.2014 - 01.2015

United States Air Force
01.2003 - 09.2012

Associates Degree - General Studies

Austin Community College