Summary
Overview
Work History
Education
Skills
Timeline
Generic

Susie Henderson

Houston,Texas

Summary

Motivated individual with experience in customer service and sales. Skilled in building customer relationships and understanding customer needs. Strong communication and interpersonal skills for providing superior customer service.

Overview

16
16
years of professional experience

Work History

Account Manager + LTL Operations Manager

SEL Supply Chain Solutions
01.2023 - 08.2023
  • Independently managed appointed accounts for full truckload and LTL services with accountability and precision.
  • Cultivated relationships with carriers to prevent service failures and minimize costs.
  • Ensured accurate data entry and maintained customer satisfaction by overseeing freight needs.
  • Developed sales strategies, addressed customer concerns, and maintained positive relationships.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.

Account Manager / Drayage Manager / LTL Operations Manager

Timco Logistics
03.2021 - 12.2022
  • Effectively expanded and enhanced drayage division while exceeding company sales goals, while concurrently fulfilling standard operations responsibilities. Accounts maintained 20-40% profit margins.
  • Strategically coordinated daily movement of container and dry van freight to ensure adherence to customer appointments and maximize sales and profitability. Juggling 30+ incoming calls with 100+ emails daily.
  • Established effective communication channels with vendors and customers to ensure timely import and export cargo delivery.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Cross-trained existing employees to maximize team agility and performance.
  • Controlled costs to keep business operating within budget and increase profits.

LTL Operations Manager

Allen Lund Company
09.2020 - 03.2021
  • Primary liaison for customers and sales representatives, facilitating proposals and coordinating shipments with LTL carriers.
  • Maintained communication with clients regarding freight tracking and billing, managing claims and cost discrepancies.
  • Provided customer support for the LTL portal and collaborated with developers to resolve operational issues.
  • Managed accounts, sourced trucks, and assisted with track and trace updates.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Proactively secured carrier capacity to meet customer demands, negotiating profitable terms to scale division.

Account Manager + Operations Manager + LTL Operations Manager

Logistics Group International
11.2018 - 07.2020
  • Operations manager 11/2019-03/2020
  • Directly reported to CEO while concurrently managing standard account responsibilities
  • Oversaw freight management across the US, Canada, and Mexico. To include full truckload, LTL & over dimensional.
  • Contributed to policy and procedure development for operational management and job execution.
  • Monitored operational issues, opportunities and developmental plans.
  • Cultivated high-performance team through effective leadership and communication.
  • Facilitated seamless communication and collaboration among sales, operations and accounting team to optimize workflow processes.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Maintained strong customer and carrier relationships through various communication channels.
  • Hosted weekly operations meetings with CEO to assess performance and drive strategic changes.
  • Authorized to make management decisions regarding carrier vetting and shipment margins.
  • Point of contact for operations and vendors to resolve system-related challenges.
  • Managed 24/7 on-call dispatch duties and handled high-volume transportation requests with precision. Including overseeing 200+ operations team emails daily with 100+ incoming calls.
  • Successfully coordinated $200,000 usd heavy haul project, ensuring timely completion to meet port cut off and accurate documentation for billing purposes.
  • Managed LTL division operations, overseeing proposal preparation, shipment coordination, and customer support.

Account Manager: Operations + LTL Operations

Freight Cowboy
03.2017 - 11.2017
  • Developed strong relationships with carriers and shippers, fostering trust and loyalty.
  • Negotiated competitive rates with carriers, resulting in cost savings for customers.
  • Monitored market and negotiated rates based on trends.
  • Tracked shipments and trucks out on deliveries.
  • Secured repeat business through consistently meeting or exceeding client expectations regarding both pricing and delivery times.
  • Increased client satisfaction by efficiently managing and resolving freight-related issues.

Account Manager: Operations + LTL Operations

Jetco Logistics
03.2012 - 03.2015
  • Increased client satisfaction by efficiently managing and resolving freight-related issues.
  • Enhanced customer retention rates by providing exceptional service and addressing concerns proactively.
  • Maintained compliance with federal regulations by closely monitoring carrier performance and maintaining accurate documentation.
  • Collaborated with sales teams to identify new business opportunities and grow existing accounts.
  • Optimized routing options, minimizing transit times and reducing costs for customers.

Operations Account Manager

Logistics Group International
10.2011 - 03.2012
  • Coordinated international shipments by liaising between customs brokers, shipping lines, trucking companies, warehouses suppliers.
  • Streamlined freight coordination processes by implementing efficient scheduling and tracking systems.
  • Strengthened supplier relations by maintaining open lines of communication regarding capacity availability, rates, and service expectations.
  • Mitigated risk of shipment delays or damages by closely monitoring cargo conditions during transit.
  • Balanced priorities under high-pressure situations to maintain optimal service levels across multiple accounts simultaneously.
  • Contributed to company growth with meticulous management of high-volume shipments during peak seasons.

Houston Operations and Dispatch

Danner’s, Inc.
01.2008 - 10.2010
  • Orchestrated travel logistics for marine crew members and managed high-volume communication channels
  • Conducted precise data entry and facilitated document scanning for electronic distribution
  • Handled accounts, including receivables, payables, and invoice processing
  • Supported payroll and cash management for marine vessel operations (up to $300k on hand)
  • Provided top-tier customer service, resolving transportation issues efficiently
  • Acted as Personal Assistant to CEO and Dispatch Supervisor, managing administrative tasks
  • Oversaw incoming TWIC jobs and coordinated escort services into Port Of houston.
  • Managed accounts, quoted rates, and coordinated TWIC escort services.

Education

High School Diploma -

Channelview High School
Channelview, TX

Skills

  • Microsoft Suite Products
  • Power Broker /McLeod TMS
  • Internet Truckstop TMS & Onboarding
  • DAT
  • Dispatch Mate
  • Descartes
  • Transplace / Uber Freight TMS
  • Ryder TMS
  • SAAS
  • Macropoint
  • FourKites
  • Newblims TMS
  • Amazon Carrier Central
  • Highway Carrier Vetting

Timeline

Account Manager + LTL Operations Manager

SEL Supply Chain Solutions
01.2023 - 08.2023

Account Manager / Drayage Manager / LTL Operations Manager

Timco Logistics
03.2021 - 12.2022

LTL Operations Manager

Allen Lund Company
09.2020 - 03.2021

Account Manager + Operations Manager + LTL Operations Manager

Logistics Group International
11.2018 - 07.2020

Account Manager: Operations + LTL Operations

Freight Cowboy
03.2017 - 11.2017

Account Manager: Operations + LTL Operations

Jetco Logistics
03.2012 - 03.2015

Operations Account Manager

Logistics Group International
10.2011 - 03.2012

Houston Operations and Dispatch

Danner’s, Inc.
01.2008 - 10.2010

High School Diploma -

Channelview High School

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