Summary
Overview
Work History
Education
Skills
Timeline
Generic

Shannon Edie

Cortland

Summary

Logistics professional with strong leadership skills and extensive experience in supply chain management and operational efficiency. Skilled in coordinating complex logistics processes and ensuring timely delivery. Proven ability to foster team collaboration and adapt to dynamic environments to achieve outstanding results. Recognized for strong problem-solving abilities and effective communication. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Proficient in handling complex customer issues and promoting positive experiences.

Overview

22
22
years of professional experience

Work History

Logistics Supervisor

KraftMaid Cabinetry
01.2018 - 01.2022
  • Selected, trained and developed logistics personnel to achieve high-performing teams.
  • Supervised team of 25+ employees and delegated daily tasks to meet company needs.
  • Developed standard operating procedures for team to follow and maintained records of activities.
  • Led regular team meetings to review performance data, communicate new information, and collaborate on continuous improvement initiatives.
  • Monitored employee performance and provided feedback on improvement opportunities.
  • Enhanced employee performance through targeted training programs and regular feedback sessions.
  • Maintained accurate records of team attendance and documented disciplinary actions.
  • Coordinated daily logistics activities for timely order fulfillment and customer satisfaction.
  • Directed team members during peak periods using effective communication strategies to ensure smooth operations under high pressure situations.
  • Worked collaboratively with multi-level management to achieve company goals.
  • Communicated with vendors, warehouses, and carriers to meet customer expectations.
  • Resolved any issues arising from shipment discrepancies or damaged items promptly, minimizing impact on overall operations.
  • Evaluated transportation options to identify the most cost-efficient carriers, saving on shipping expenses.
  • Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.

Logistics Scheduler/Load Planner

KraftMaid Cabinetry
01.2005 - 12.2017
  • Managed high volumes of daily shipping activities, consistently meeting deadlines and achieving customer satisfaction.
  • Coordinated shipments to meet customer and company expectations.
  • Enhanced on-time delivery rates by optimizing route selection and adjusting plans according to real-time data.
  • Assessed freight compatibility, prioritizing loads based on factors such as weight distribution, dimensions, and delivery requirements.
  • Resolved conflicts between shipping parties, effectively addressing concerns and finding mutually agreeable solutions.
  • Prioritized work to meet freight delivery requirements and company demands.
  • Maintained and updated database with customer interaction and shipment information.
  • Analyzed and restructured shipment routes reducing company expenses by optimizing efficiency.
  • Provided professional customer service and delivery process communication to customers.
  • Coordinated closely with carriers and drivers to address any issues, ensuring smooth operation of the supply chain.
  • Coordinated with carriers for on-time delivery by tracking trucks for pick-up, estimating times of arrival and delivery and recovering loads.
  • Processed customer orders, planned and optimized shipments into loads and tendered freight to third-party carriers.
  • Implemented contingency plans during unforeseen disruptions in transportation or other logistical challenges related to load planning activities.
  • Streamlined load planning processes by implementing efficient scheduling and routing strategies.
  • Utilized advanced software tools to create efficient routes that maximized truck capacity utilization while minimizing fuel consumption.
  • Updated company database with shipping information using Unidata to maintain visibility of operations for management.
  • Communicated with management and customers by tracking, auditing and troubleshooting operational issues.
  • Reduced transportation costs for the company with effective load planning and consolidation techniques.

Customer Service Representative/Team Leader

MCI Telecommunications
07.2001 - 04.2004
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues, also contributing to comprehensive database for future reference.
  • Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Participated in training programs to enhance product knowledge and customer service skills.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Supported representatives in navigating difficult interactions with customers, offering guidance on appropriate de-escalation techniques when needed.
  • Managed high-performing customer service team, consistently exceeding company performance benchmarks.
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Served as a resource for representatives, answering questions and providing guidance on best practices in addressing specific customer concerns.
  • Evaluated representative performance regularly, offering constructive feedback and implementing targeted improvement plans as necessary.


Quality Control Specialist

Pheonix Color
03.2000 - 01.2001
  • Collaborated with cross-functional teams to ensure consistent adherence to quality standards across all products.
  • Inspected finished goods to verify conformance with customer specifications and company quality standards.
  • Reduced customer complaints by conducting thorough inspections and addressing issues proactively.
  • Completed clients requested alterations to achieve consumer satisfaction.

Education

Associate of Applied Business (AAB) - Business Management

Eastern Gateway Community College
Steubenville, OH
05.2024

Data Analytics Certificate - undefined

Eastern Gateway Community College
Steubenville, OH
05.2024

High School Diploma -

Smithsburg High School
Smithsburg, MD

Skills

  • Proficient in Microsoft Office suite (Word, Excel, PowerPoint, OneNote, Outlook)
  • Skilled in R statistical programming software
  • Skilled in Python programming software
  • Logistics coordination
  • Customer service
  • Delivery scheduling
  • Call center experience
  • Problem resolution
  • Route planning
  • Training employees

Timeline

Logistics Supervisor

KraftMaid Cabinetry
01.2018 - 01.2022

Logistics Scheduler/Load Planner

KraftMaid Cabinetry
01.2005 - 12.2017

Customer Service Representative/Team Leader

MCI Telecommunications
07.2001 - 04.2004

Quality Control Specialist

Pheonix Color
03.2000 - 01.2001

Data Analytics Certificate - undefined

Eastern Gateway Community College

Associate of Applied Business (AAB) - Business Management

Eastern Gateway Community College

High School Diploma -

Smithsburg High School

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