Tionna Denis

•Using excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.

•Responsible for all aspects of Operations and Account Management

•Responsible for the leadership of direct reports as well as the attainment of daily operational goals within his/her assigned functional area

•Enforced customer service standards and resolved customer problems to uphold quality service.

•Monitored staff performance and addressed issues.

•Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.

•Conducted quality, timely performance feedback and performance appraisals.

•Entered time and attendance logs in preparation for payroll.

•Ability to work within international functional teams

•High level analytical ability where problems are unusual and difficult

•Off shift support in the event of critical customer network disruption or crisis

•Implemented clear and effective planning strategies to meet supply chain needs, meet demand and optimize distribution.

•Strong knowledge of Manufacturing and Production

•Arrangement of Special Projects – Arranging equipment / Planning with Ryder Team and the loading process

•Ops contact (C&C / Carrier) – Ensuring communication between Ryder Team member to Carrier partners are efficient and in timely manner to support customer inquiries

•Process Documentation Owner – Handling of Ryder / Bacardi Playbook is updated or proper turn over to handling of power

•Travel from BBC plant to Distribution Center – to ensure team members are not experiencing any issues with carrier partners or equipment

•Equipment availability for upcoming orders (Pool management for both Plant & Distribution Center)

•Equipment management Plant & DC – Equipment to Order confirmation

•Carrier Performance Issues – Discus with Carrier Partners of disruptions of shipments (Driver delays / missed scheduled pick up / Equipment placement)

•Client Relationship / Daily operations - To ensure Customer is finding resolutions to their question or concerns pertaining to all request presented / Front Line Customer Support

•Mentorship of Direct Reports – Present problem / resolve with direct report / allow Direct Report to explain solution and practice for future instance (explain, learn and practice) allow Growth potential for each Direct Report

•Manage carrier acceptance / validate all loads are scheduled to be moved for OPEN states and INBOUND raw materials shipments

•Track and trace “shared support” with Ryder TMC North for BBC, DC, and BUSA regarding OPEN states shipment inquiries

•Responsible for all track and trace support for BBC, DC, and BUSA regarding INBOUND raw material shipment inquiries

•Responsible for monitoring carrier EDI activities regarding all status updates are received and updated systemically and timely within ROL (appointment scheduling, actual pickup, and actual delivery updates), for all INBOUND raw material shipments only

•Supports / responsible for executing expedited and load recovery inquiries for all OPEN states and INBOUND raw material shipments

•Exception management responsibilities for all OPEN states and INBOUND raw materials shipments both on and off line

•Manages and executes all customer order change requests (CR’s) for all OPEN states and INBOUND raw materials shipments

•Liaison between Bacardi IT & Ryder IT department resolution on missing or retriggering of EDI transmission

•Monitor Correction of Pick List & Manifest pertaining to all shipments (Inbound & Outbound)

•Onsite at BBC warehouse / Forklift driver’s inquiries – Bacardi personnel inquiries on issues / Direction on loading product to equipment (approval of condition and pallet blocking & bracing)

•ROL manual creation of shipments for Bacardi / tendering to carrier partner

•Dock Door monitoring of Drivers performance / assistance with directing traffic of Doors / Drivers safety reminders

•OS&D – Shipments pertaining Overage / Shortages / Damage Claims

•Responsible for Bacardi customer service inquiries (phone or email) for all OPEN and INBOUND raw material shipments

•Primary Ryder embedded resource liaison between the Bacardi BBC/DC logistics and warehouse operations team(s)-Jacksonville FL, Ryder SCS TMC North team-Novi MI, and Ryder Account Manager-Jacksonville FL regarding LOCAL operations inquiries/resolutions

•Primary Ryder embedded resource liaison between the Bacardi BBC/DC operations team(s)-Jacksonville FL, Bacardi USA (BUSA) CSR’s/Account Managers, and Directors Of Logistics and Customer Service, Coral Gables Florida for OPEN state inquiries / resolutions

•Primary Ryder embedded resource liaison between the Bacardi Bottling (BBC) procurement team(s)-Jacksonville FL and Ryder TMC North INBOUND raw materials inquires and resolutions

•OP/C&C Liaison

•OP Compliance

•OSHA & CCOHS Certified

•PPE Trained

•Lock-out / Tag-out trained / Block-out

•Performs other duties as assigned

•YMS management

•SAP experienced

•Port and Intermodal dispatching drivers to QUALCOMM system notification

•Organized and maintained payroll information by entering data, deleting errors, calculating and collecting information.

•Quoted customer via phone or email to obtain work order

•Kept customers informed of service trucks' whereabouts and expected time of service.

•Forecasted manpower requirements based on daily workload and company targets.

•Dispatched drivers to meet daily delivery needs for company customers.

•Prepared daily work and run schedules.

•Received or prepared work orders.

•Relayed work orders, messages or information using telephones or two-way radios.

•Worked with routing specialists, route managers and service department to optimize routes.

•Ability to recognize opportunities to meet customer needs with products and services

•Ability to Multi task and work well in a fast-paced environment

•Ability to establish positive rapport with professionals, peers and superiors

•Ability to train, motivate and supervise customer service employees

•Quickly and effectively solve customer challenges

•A team player, acknowledged as “Total Quality Customer Service Professional”

•Develop plan, conduct audits and variance analysis

•Provide real-time updates on customer pickups and deliveries

•Able to maintain proper records and insure information accuracy

•Perform accessorial charges for carriers

•Detailed notes within company system

•Perform Street turns of equipment on Rez-1 website

•Excellent communication in both writing and verbal

Able to pay attention to details

•Work daily with States DOT, containers legal weights restrictions

•Perform rework with leaning unit, overweight’s, weather related reasons

•Ability to review carrier’s performance with U.S. Department of Transportation (SAFER) Safety and Fitness Electronic Records system

•Work side by side with Intermodal rail carriers (NS, CSXT, BNSF, UP, KCS, FEC, CN, CP)

•Able to have a positive attitude

•Excellent experience with Intermodal, Railroads, Over the Road tracking and tracing

•Excellent carrier relationship through-out the United States

•Maintain quality control/satisfaction records, constantly seeking new ways to improve customer service

•Retrieve Customer request for signed BOL's or P.O.D's

•Ability to Negotiate rates with carriers

•Perform research with rate department to then quote rates to customer

•Excellent working knowledge using Microsoft Excel, Outlook Express, AS/400