Erin C Spiggle
North Chesterfield
Summary
Dynamic operations leader with a proven track record, specializing in process improvement and data analysis. Successfully directed cross-functional teams to enhance customer satisfaction and optimize resource allocation. Recognized for driving performance monitoring initiatives and implementing innovative solutions that significantly reduced costs while fostering employee development.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Sr. Manager Operations and Yield Management
EFW
01.2024 - Current
- Implemented process improvements to increase operational efficiency and reduce costs.
- Identified areas of improvement within existing operations through process analysis and benchmarking studies.
- Provided strategic direction to departmental heads regarding resource allocation decisions.
- Regularly evaluated customer satisfaction levels by surveying customer base and analyzing results.
- Established effective communication channels between different departments within the organization.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Reported to executive leadership on performance metrics, challenges, and strategic opportunities.
- Managed crisis situations, implementing contingency plans to minimize impact on operations.
- Managed a team of 40+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
Customer Relations / Success Manager
EFW
05.2022 - 01.2024
- Worked closely with sales teams in order to provide accurate information about products and services.
- Advocated for customer needs within the organization, driving product improvements.
- Analyzed customer data and identified opportunities for growth.
- Generated reports that analyzed trends related to customer satisfaction ratings.
- Proposed or approved modifications to project plans.
- Created reports and tracked customer satisfaction metrics.
- Managed crisis situations, ensuring minimal impact on customer satisfaction and loyalty.
- Led customer onboarding processes, ensuring smooth transition and high satisfaction levels.
- Conducted regular business reviews with customers to understand their needs and adjust strategies accordingly.
Reverse Ecommerce Logistics Manager
EFW
05.2021 - 05.2022
- Overseeing day-to-day operations for all ecommerce reverse logistics orders.
- Working directly with the account leaders to provide data for QBRs or any analytical requests from our clients.
- Being responsible for leading, directing, and managing operations to ensure a consistently high level of service, quality, and customer satisfaction.
- A well as consistently meeting company revenue, gross profit, overhead and KPI goals.
- Managing and mentoring a team of 20 plus employees / supervisors and building out employee development / career paths.
- Traveling to different warehousing locations to ensure orders are moving in a timely manner and working closely with our regional network managers to provide trends and opportunities for improvements.
Account Manager/Liaison
EFW
03.2018 - 05.2021
- Overseeing day-to-day operations for some of our largest clients.
- While acting as a liaison between my assigned clients, Operations, and Customer Service.
- Being responsible for leading, directing, and managing operations to ensure a consistently high level of service, quality, and customer satisfaction.
- Manage a team of 15 or more employees and build out individual employee development and career paths.
- Tracked and reported on sales performance metrics to senior management, highlighting successes and areas for improvement.
Education
High School -
Lee Davis
Mechanicsville, Virginia06.2012
Skills
- Process improvement
- Data analysis
- Resource allocation
- Project management
- Performance monitoring
- Customer satisfaction
- Cross-functional collaboration
Accomplishments
- Multiple employees moved to management positions with guidance and mentoring.
- Increased overall Revenue and GP by implementing best practices and refining processes.
- Established long-lasting relationships with clients and network.
- 10+ years of experience in the transportation industry.
- Over 6 years of management experience.
- Warehouse experience (Intermittent 2 years) - inventory, cross dock, best practices
- Creating processes to maximize productivity.
- Strong employee development skills.
- Creating and presenting QBRs.
- Presenting weekly updates to executive team members to ensure business efficiency.
- Excellent organizational, leadership, communication, and analytical skills.
Certification
- Net Promoters Master Class
- Indirect Air Carrier Standard Security Program
- Dangerous Goods Awareness Course (EFW)
- Management Training Course (EFW)
Timeline
Sr. Manager Operations and Yield Management
EFW
01.2024 - Current
Customer Relations / Success Manager
EFW
05.2022 - 01.2024
Reverse Ecommerce Logistics Manager
EFW
05.2021 - 05.2022
Account Manager/Liaison
EFW
03.2018 - 05.2021
High School -
Lee Davis
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