Savannah Jones
Austin,TX
Summary
Results-oriented operations leader with a history of improving broker response times and enhancing shipment processes. Proven ability to lead teams effectively while optimizing workflows and developing SOPs that ensure operational consistency. Experienced in leveraging data analytics to drive service excellence and operational integrity.
Overview
5
5
years of professional experience
Work History
Solutions Specialist Team Lead
NOLAN TRANSPORTATION GROUP
Austin, TX
01.2025 - Current
- Led and coached 6–10 employees to enhance support for approximately 500 daily shipments.
- Improved broker response times by implementing workflow enhancements, establishing process controls, and coaching team members.
- Analyze operational reports and KPIs to identify delivery risks, service issues, response-time trends, and SLA concerns.
- Leverage Salesforce, TMS, Beon, BOS, and Excel to manage operational data, monitor workflows, and support decisions.
- Redesigned One Stop Shop (OSS) intake workflow, creating specific request categories and implementing process controls that guided brokers to existing resources before case submission.
- Developed SOPs and streamlined workflows to improve consistency and reduce operational errors.
- Perform system testing in a dedicated testing environment for an internal system-development project; validate functionality, identify issues, and communicate findings.
- Conducted interviews contributing to the hiring of 2 team members and audit approximately 3 invoices daily.
- Use Excel to support insurance-data uploads through Salesforce.
Customer Service Representative
SKIMS
Austin, TX
06.2024 - Current
- Provided exceptional customer support through various communication channels.
- Assisted customers with product inquiries, purchases, and issue resolution while increasing sales through upselling and cross-selling.
- Resolved customer inquiries and issues efficiently and professionally.
- Assisted customers with product selection and purchasing decisions.
Solutions Specialist
NOLAN TRANSPORTATION GROUP
Austin, TX
09.2021 - 01.2025
- Managed 15+ operational cases daily, consistently ranking in the top 3% of performers.
- Monitored shipments and managed operational information using TMS, Salesforce, Beon, and BOS, resolving transportation issues efficiently.
- Investigated shipment delays, damages, inventory discrepancies, and service disruptions, coordinating corrective actions to enhance operational integrity.
- Used Excel for reporting, KPI tracking, filtering, data analysis, and discrepancy identification.
- Conducted pallet audits to identify discrepancies in weights and dimensions, ensuring data accuracy.
Education
B.S. - Supply Chain Management
WESTERN GOVERNORS UNIVERSITY
08-2026
Criminal Justice
ST. EDWARD'S UNIVERSITY
Austin, TXSkills
- Logistics operations
- Inventory management
- Salesforce and TMS
- Excel functions
- Process improvement
- KPI reporting
- Workflow optimization
- SOP development
- Root cause analysis
- System testing
- Team leadership
- Stakeholder management
- Cross-functional teamwork
Timeline
Solutions Specialist Team Lead
NOLAN TRANSPORTATION GROUP
01.2025 - Current
Customer Service Representative
SKIMS
06.2024 - Current
Solutions Specialist
NOLAN TRANSPORTATION GROUP
09.2021 - 01.2025
B.S. - Supply Chain Management
WESTERN GOVERNORS UNIVERSITY
Criminal Justice
ST. EDWARD'S UNIVERSITY