Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Yolanda Whiteside

Mount Holly,NC

Summary

Successful business professional accomplished in administering, validating and improving business processes. Skilled in auditing existing systems to identify weaknesses and implement corrective actions. Data-driven project manager and problem solver. Intelligent and detail-oriented Customs Broker committed to accuracy and thoroughness. Knowledgeable with import and export customs, laws and regulations. Considerate professional with exceptional communication and problem-solving skills.

Overview

20
20
years of professional experience

Work History

Business Process Optimization, CDZ Operations

DHL Global Forwarding
03.2004 - Current
  • Create Work Instructions/ SOPs, Monitor GSC SLAs/Productivity, Execution of station and region execution of Global/Country/Local BPO strategy, programs, process improvement (First Choice) and audits, Drives CDZ achievement of BPO related KPI’s, Identifies training needs and opportunities to develop highly skilled teams, Manage GSC CDZ Services, Manage CDZ FRP Timestamps, Manage BPO Related Projects
  • Developed and implemented process improvement initiatives to maximize efficiency and reduce costs.
  • Monitored business processes and identified areas for improvement, including automation opportunities.
  • Provided guidance on process optimization techniques such as Six Sigma and Lean Manufacturing principles.
  • Conducted research into new technologies that could be used to streamline operations.
  • Assisted in the development of training materials and conducted workshops to educate staff on process improvements.
  • Identified key performance indicators for measuring the effectiveness of process changes.
  • Recommended modifications to existing systems based on user feedback and industry trends.
  • Developed reports tracking progress against established objectives and KPIs.
  • Presented findings from analysis activities in a clear format for executive review.
  • Maintained up-to-date knowledge of regulatory compliance requirements related to business processes.

Operations Manager

DHL Global Forwarding
01.2017 - 06.2020
  • Monitor operational workflow, anticipate and make any necessary adjustments, Provide staff training and development; coaching and encouragement, Ensure all staff is properly trained on Best Practices and Import Manual Updates, Review and resolve AR issues, Manage unresolved reports, Maintain control over all checks and payments, Ensure the correction policy is followed regarding corrected invoices, Establish and maintain working relations with internal and external customers, Ensure production and quality standards are known by the staff and met or exceeded, Ensure customer profile information is built and maintained for all customers, Monitor the daily revenue and develop an action plan to meet revenue requirements, Assist staff in the production of files during staff shortages and peak seasons, Conduct weekly department meetings focusing on quality and production improvements, Issue and maintain customer specific standard operating procedures for customers with procedures outside of the normal daily requirements, Liaise between other DGF business units and the customer, Participate in local sales calls and QBR’s as required
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Performed cost analysis for various projects to determine budget requirements.
  • Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
  • Created detailed reports on the performance of individual departments within operations.
  • Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
  • Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
  • Developed key performance indicators to measure effectiveness of operational processes.
  • Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.

Customer Experience Manager

01.2016 - 12.2016
  • Review and resolve AR issues, Manage unresolved reports, Conduct periodic customer contact to ensure the health of the business relationship (Health checks), Ensure customer profile information is built and maintained, Establish and maintain working relations with internal and external customers, Participate in local sales calls and QBR’s, Provide Quotes/Pricing, Liaise with IMPAT, Sales, Ops, Monitor operational workflow, anticipate and make any necessary adjustments, Hyper Care for New Customers (Assigned Customers), Escalation point to assist in issue resolution, Set up CIMS/Event Notifications for current customers, Review of CAE work distribution/Escalating as needed, Warehouse Inventory review- escalating anything that’s been here more than 72 hours, Issues CCA’s, Process Management Records for Life Track

Customs Business Development Specialist

09.2014 - 12.2015
  • Assist sales with securing Brokerage Business, Station/District License Holder, Regularly visit Customs with or without Sales, Liaise with Sales, CAE to implement business, Create Work Instructions/Create SOPs, Provide Quotes/Pricing for new CHB customers, Active member of Local Broker Associations, Support with Customs Compliance, Participate in local sales calls and QBR’s, Ensure customer profile information is built and maintained, Establish and maintain working relations with internal and external customers, Conduct periodic customer contact to ensure the health of the business relationship (Health checks), Monitor operational workflow, anticipate and make any necessary adjustments, Produce internal performance reporting to identify areas for improvement and prevent systemic failures, Review and resolve AR issues, Manage unresolved reports

Operations Manager

06.2012 - 01.2014
  • Audit operation to ensure compliance with CBP regulations and DHL Global Forwarding policies, procedures and standards, Monitor operational workflow, anticipate and make any necessary adjustments, Provide staff training and development; coaching and encouragement, Ensure all staff is properly trained on Best Practices and Import Manual Updates, Review and resolve AR issues, Manage unresolved reports, Maintain control over all checks and payments, Ensure the correction policy is followed regarding corrected invoices, Establish and maintain working relations with internal and external customers, Ensure production and quality standards are known by the staff and met or exceeded, Ensure customer profile information is built and maintained for all customers, Monitor the daily revenue and develop an action plan to meet revenue requirements, Assist staff in the production of files during staff shortages and peak seasons, Conduct weekly department meetings focusing on quality and production improvements, Issue and maintain customer specific standard operating procedures for customers with procedures outside of the normal daily requirements, Work extensively with US Customs and Other Government Agencies, Liaise between other DGF business units and the customer, Participate in local sales calls and QBR’s as required

National Account Manager

07.2011 - 06.2012
  • Provide single point of contact for the customer concerning brokerage/compliance issues, Maintain customer account information in Alliance, Maintain and update SOP and COIN information, Conduct periodic user conference calls to review procedures, address issues, and obtain feedback from the local offices, Prepare and submit monthly “performance” reports to customer, Provide ad hoc reports as requested, Facilitate flow of information between customer and DGF, Distribute customs or trade related information to customer, Facilitate I.T
  • Development as needed, Ensure billings are processed, spot audited and verified for accuracy, Monitor A/R and work with DGF offices and customer to resolve issues, Assist DGF brokerage offices in obtaining information or working with other service providers (i.e
  • Steamship lines, trucking companies, etc…) on a national level or when transactional issues cannot be resolved at local level, Liaise between other DGF business units and the customer, Support DGF team members globally, Supervise and monitor workflow process, establishing and updating procedures as needed, Utilize corrective action system to identify nonconforming products and ensure effective closure, Produce internal performance reporting to identify areas for improvement and prevent systemic failures, Meet regularly with customer’s compliance manager to review brokerage service and any related issues (PBR’s)

Brokerage Supervisor

  • Enter import entries for Customs review and release, Work extensively with US Customs and Other Government Agencies, Customer Service- Establish and Maintain working relationships with internal and external customers, Participate in outside sales calls, Supervise 14 team members, Customs Compliance, Monitor CHB AII and Entry Summary Reports, Provide single point of contact for several customers pertaining to logistics/compliance issues, Conduct periodic customer contact to ensure the health of the business relationship (Health checks), Distribute customs/trade related information to customers, Provide Staff Training and Development, Process Billing, Assist customers with determining the correct tariff classification for imported goods

CHB Special Accounts Team Lead (OI and CHB)

  • One point of contact for Ocean and CHB needs Special Accounts, Sales support, Customs Compliance, Monitor CHB AII and Entry Summary Reports, Ocean Arrival Notice Issuance, Process billing, Arrange delivery, Maintain reports-Customer specific, Tracking and Tracing

Special Projects

  • Billing Timeliness DMAIC, Go Green Initiative, Station Improvement Program, Field Customer Service Work Shop, First Choice Review Work Stream, EOS Focus Group, Cambridge University International Business Classes, First Choice – Master Bronze

Education

Business Admin with a concentration in Information Systems - Business Management|International Business

Catawba College
12-2025

Graduate -

Shelby High School

Skills

  • Process Mapping
  • Business Analysis
  • Operational Excellence
  • Cross-functional team leadership
  • Workflow Analysis
  • Process Automation
  • Problem-Solving
  • Logistics Coordination
  • Effective Communication
  • Process Analysis
  • Workflow Optimization

Accomplishments

  • Licensed Customs Broker (2007)
  • Certified Customs Specialist
  • First Choice Master Bronze

Timeline

Operations Manager

DHL Global Forwarding
01.2017 - 06.2020

Customer Experience Manager

01.2016 - 12.2016

Customs Business Development Specialist

09.2014 - 12.2015

Operations Manager

06.2012 - 01.2014

National Account Manager

07.2011 - 06.2012

Business Process Optimization, CDZ Operations

DHL Global Forwarding
03.2004 - Current

Brokerage Supervisor

CHB Special Accounts Team Lead (OI and CHB)

Special Projects

Business Admin with a concentration in Information Systems - Business Management|International Business

Catawba College

Graduate -

Shelby High School

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Yolanda Whiteside