Virginia Moreau
Baytown,TX
Summary
Results-oriented Customer Service Manager with extensive experience at Heniff Transportation. Expertise in operational optimization, strategic SOP development, and enhancing customer satisfaction. Proficient in Microsoft Excel for driving efficiency and compliance, fostering continuous improvement.
Overview
11
11
years of professional experience
Work History
Customer Service Manager Trucking Operations
Heniff Transportation
07.2025 - Current
- Resolved escalated issues by collaborating with sales, marketing, and operations teams.
- Established SOPs for customer service, ensuring exceptional and consistent service delivery.
- Cultivated strong client relationships through proactive communication and problem-solving initiatives.
- Analyzed support ticket data to identify recurring issues and drive permanent solutions.
Intermodal Operations Manager
Heniff Transportation
04.2024 - 07.2025
- Coordinate logistics activities including transportation planning, driver optimization, and order fulfillment.
- Optimize driver utilization in intermodal, local, regional, and long haul dispatch.
- Conduct regular performance evaluations for team members, providing feedback on areas of improvement and recognizing achievements
Driver Manager /Senior Customer Service Specialist
Heniff Transportation
12.2022 - 04.2024
- Optimized driver schedules and routes to enhance operational efficiency.
- Facilitated timely communication between drivers and dispatch teams for issue resolution.
- Enhanced safety compliance through implementation of driver training programs.
- Analyzed driver performance metrics to guide improvement strategies and feedback.
- Processed and entered orders based on available capacity efficiently.
Customer Service Coordinator
Coal City Cob
09.2021 - 12.2022
- Ensured optimal load coverage through effective scheduling and resource allocation.
- Delivered prompt problem-solving and customer service to meet customer needs.
- Coordinated order processing and delivery schedules for timely product delivery.
- Maintained accurate customer data through manual forms and digital updates.
- Resolved complaints professionally to enhance customer loyalty and satisfaction.
- Cultivated strong client relationships through regular communication and personalized support.
Load Planner / Driver Manager
Quality Carriers
05.2015 - 07.2021
- Enhanced performance and training through implemented safety and education measures.
- Achieved compliance with safety, DOT regulations, and company policies consistently.
- Collaborated to improve operational efficiency, ensuring high customer satisfaction and retention.
- Maximized driver earnings by optimizing hours of service and load assignments.
- Assigned loads strategically to meet drivers' earning potential and salary expectations.
- Provided support to drivers for problem-solving and effective assignment management.
Skills
- Customer service
- Problem-solving
- Microsoft outlook, word, Excel, and TMW
- Time management
- Product knowledge
Timeline
Customer Service Manager Trucking Operations
Heniff Transportation
07.2025 - Current
Intermodal Operations Manager
Heniff Transportation
04.2024 - 07.2025
Driver Manager /Senior Customer Service Specialist
Heniff Transportation
12.2022 - 04.2024
Customer Service Coordinator
Coal City Cob
09.2021 - 12.2022
Load Planner / Driver Manager
Quality Carriers
05.2015 - 07.2021