SABRINA LUSK
Richmond,Texas
Summary
Customer-focused Manager of Account Management and operations leader with 8+ years at C.H. Robinson, driving customer experience, execution excellence, and portfolio health across complex accounts. Proven ability to partner closely with commercial leaders to support growth, retention, and profitability while leading teams responsible for day-to-day customer execution. Experienced in managing escalations, aligning execution strategy with commercial objectives, and leading continuous improvement initiatives that improve reliability and customer outcomes. Known for leveraging KPIs, analytics, and cross-functional collaboration to connect execution discipline with business results.
Overview
11
11
years of professional experience
Work History
Manager, Account Management
C.H. Robinson
Houston
08.2021 - Current
- Own customer execution and customer service performance across a multi-office portfolio; senior escalation point protecting satisfaction and retention.
- Delivered 13.8% YoY AGP growth for the San Antonio office in 2025 during a challenging enterprise AGP environment.
- Led customer execution improvements across Dallas and San Antonio offices, ensuring consistent performance and accountability.
- Drove enterprise technology adoption, increasing Order AGI adoption (Dallas: 48%→70%; San Antonio: 62%→91%).
- Managed and implemented office-wide continuous improvement initiatives throughout 2025.
- Restructured two shared service inboxes, improving workflow prioritization and customer response times.
- Lead and develop high-performing teams through performance management, portfolio reviews, and development planning.
Supervisor of Operations
C.H. Robinson
08.2021 - Current
- Developed execution strategies to improve portfolio health, service reliability, and customer retention.
- Implemented process improvements resulting in a 48.2% increase in operational efficiency in Chicago Central.
- Reduced order edits by 37.41% (San Antonio) and 18.09% (Dallas).
- Partnered cross-functionally with Operational Excellence and commercial teams to standardize execution workflows.
Account Coordinator
C.H. Robinson
10.2017 - 08.2021
- Delivered high-quality customer service through proactive communication and issue resolution.
- Established shared inbox structure for Sugarland Oil and Gas accounts to enhance efficiency.
- Supported sales quoting and volume growth strategies while maintaining execution accuracy.
- Trained new hires and peers on account management procedures and best practices.
Store Operations Manager
Cottonwood Financial
12.2014 - 10.2017
- Directed daily operations, staff scheduling, and performance management to drive productivity.
- Achieved or exceeded sales targets through strategic planning and team coaching.
- Reviewed financial reports and implemented SOPs to improve operational efficiency.
Education
Bachelor of Science - Consumer Sciences, Consumer Affairs & Public Policy, Conflict Resolution (Organizational Leadership)
University of Alabama
Tuscaloosa, ALSkills
- Account & Portfolio Leadership
- Customer Execution & Escalation Management
- Commercial Partnership & Retention Strategy
- Continuous Improvement (CI)
- KPI & Analytics-Driven Decision Making
- Cross-Functional Collaboration
- Change Management
- Team Development & Performance Management
- Customer Experience Optimization
Professional Development
- Leadership Networking Circle (LNC) Program Graduate, July 2025
- Accelerating Strategic Initiatives Course Completion Dec 2025
Timeline
Manager, Account Management
C.H. Robinson
08.2021 - Current
Supervisor of Operations
C.H. Robinson
08.2021 - Current
Account Coordinator
C.H. Robinson
10.2017 - 08.2021
Store Operations Manager
Cottonwood Financial
12.2014 - 10.2017
Bachelor of Science - Consumer Sciences, Consumer Affairs & Public Policy, Conflict Resolution (Organizational Leadership)
University of Alabama