Shannon Urban
Grand Rapids,MI
Summary
Experienced import operations and customs brokerage professional with expertise in international logistics, U.S. Customs compliance, and supply chain management. Proven success in optimizing operations, reducing costs, improving service, and driving process improvements. Skilled in team leadership, customer and vendor relationships, and using data-driven strategies to increase efficiency, ensure compliance, and support business growth.
Overview
8
8
years of professional experience
Work History
Import Team Lead
PSA BDP
MI
04.2021 - Current
- Facilitate communication between the company, customers, and overseas partners to ensure seamless and efficient international trade operations.
- Develop and implement standardized operating procedures (SOPs) for import operations, identifying process improvements to increase efficiency and consistency.
- Leverage data analytics and performance metrics to optimize processes, support data-driven decision-making, and anticipate operational needs.
- Analyze operational performance metrics to identify improvement opportunities and drive strategic initiatives that enhance service quality and productivity.
- Lead and manage direct reports responsible for customs entry processing, regulatory compliance, and client service, providing direction, coaching, and performance oversight.
National Account Manager
Coyote Logistics, UPS
Detroit, MI
06.2018 - 10.2019
- Cultivated and managed relationships with customers, carriers, and vendors to ensure timely delivery and consistent service performance.
- Monitored and reported key performance indicators (KPIs) to identify service gaps, improve operational performance, and maintain high levels of customer satisfaction.
- Developed and implemented customer-focused strategies to strengthen client relationships, improve service offerings, and drive business growth.
- Built and maintained strategic relationships with key national accounts, contributing to revenue growth and long-term customer retention.
- Negotiated contract terms and service agreements with national partners, balancing customer requirements with company objectives to achieve mutually beneficial outcomes.
Education
MBA - Business Administration
Northwood University
Midland, MI12-2026
Bachelor of Science - Human Development and Family Studies
Michigan State University
East Lansing, MI05-2017
Skills
- Demonstrated strong communication skills by effectively translating customer needs into solutions that enhance the overall client experience
- Proactively embraced individual responsibility and collective accountability, driving ownership and follow-through across the team
- Communicated perspectives, priorities, and information clearly while aligning with and executing organizational and leadership direction
- Applied leadership development training to strengthen team performance, improve collaboration, and effectively navigate operational challenges
Accomplishments
- Leadership Development Program (Sponsored by PSA BDP 2023)
- Process Management- Focus on process innovation, dashboard development, and performance analytics
- People Management- Focus on effective leadership through relationships and communication, leveraging Emotional Intelligence (EQ) to understand employee behavior, navigate social situations, and make decisions
- Capstone- Developed a SOP for the importing process
Timeline
Import Team Lead
PSA BDP
04.2021 - Current
National Account Manager
Coyote Logistics, UPS
06.2018 - 10.2019
Bachelor of Science - Human Development and Family Studies
Michigan State University
MBA - Business Administration
Northwood University