Quiona Lane

• Piloted the Stellantis account
• Oversee all operations in United States and Canada
• Train all new hires and coach team members on processes while maintaining morale
• Developed matrix for supervisors to measure their teams productivity
• Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
• Encouraged and promoted ideas aligned to business needs and benefits.
• Conducted root cause analysis on shipments, presenting to our customer or to the individuals involved to prevent repeat occurrence
• Enhanced operational performance and reduced labor expenses by developing and optimizing standard written processes
• Engage meetings between departments to align on weekly topics and/or issues
• Support and mentor supervisors on all shifts, including weekends and midnights
• Developed customs processes to prevent lengthy border delays and ensure on time delivery for expedites
• Monitor weekend and holiday schedule, ensuring a balanced staff to volume ratio
• Resolve all escalated issues on critical shipments
• Conduct performance reviews an monthly 1:1 with staff

• Lead a team of 8+ employees over the weekend on both Platinum and Ford Team

•Oversee operations during the weekend to ensure we adhere to customers’ requirements and service levels •Monitor and assign web task to team for weekly implementation

•Resolve all escalated shipment issues

•Create weekend schedule and task list for both Platinum and Ford Team

•Identify areas of concern within operations and provide solutions/update procedures and processes to alleviate concerning issues

•Coach and develop team members customer service/customer communication via shipment audits •Resolve border crossing issues between carriers, shippers, and customers

•Assess call volume and adjust team members schedule to compliment operational needs

• Lead a team of 17+ employees per night

• Manage five departments: PTM, AGS, AGS International, Roadrunner Expedite and the GM Team

• Provide training for all new employees in all four departments

• Monitor all call queues to ensure prompt and outstanding customer service

• Deescalate disgruntled callers

• Manage the work queue for AGS Operations Agent Bidders

• Audit all delivered shipments by performing evaluation exceptions, scoring carriers on their performance

• Perform quarterly reviews with employees to ensure quality service for both employee and employer