Meredith Dick
Richmond
Summary
Dynamic and client-focused professional with 10 + years of experience in customer service, sales, logistics, and account management. Proven success in cultivating high-value client relationships, leading operational improvements, and delivering exceptional service experiences. Recognized for strategic thinking, cross-functional collaboration, and delivering measurable results in high-pressure, deadline-driven environments.
Professional with strong expertise in leading teams and driving results in account management. Adept at developing strategic plans, fostering client relationships, and ensuring successful project execution. Skilled in cross-functional collaboration, adapting to changing priorities, and focusing on outcomes. Known for reliability, leadership, and results-oriented approach.
Overview
16
16
years of professional experience
Work History
Account Leader
Truckload Control Tower Operations
01.2021 - Current
- Manage and grow strategic client relationships, resulting in a 20% increase in repeat business and sustained high satisfaction scores.
- Spearhead onboarding for high-value accounts by developing SOPs and IHPs, reducing onboarding time by 30% and improving operational consistency.
- Conduct in-depth KPI analysis and quarterly business reviews, identifying trends and executing service enhancements that improved client outcomes by 25%.
- Resolve complex escalations with, maintaining 100% client retention through timely, professional issue resolution.
- Lead cross-functional collaboration across operations, sales, and service teams, resulting in faster resolution times and unified customer experience.
- Ensure 100% compliance with C-TPAT, TSA, and internal quality standards, while proactively adapting to industry and regulatory changes.
Customer Representative
Truckload Services
01.2019 - 01.2021
- Acted as a trusted liaison for vendors and customers, helping to maintain service levels above 95% on-time performance.
- Quoted and secured profitable transportation rates, increasing account margin contributions by 15% year-over-year.
- Identified shipment issues early and implemented resolution strategies, reducing disruption incidents by 35%.
- Supported documentation and admin accuracy, helping reduce billing errors and internal rework by 40%.
- Strengthened partnerships through exceptional communication and problem-solving, boosting vendor satisfaction scores.
Carrier Representative
Truckload Services
01.2019 - 12.2019
- Negotiated and secured competitive carrier rates, contributing to over $150K in annual cost savings.
- Monitored, tracked, and expedited freight to meet critical delivery windows, achieving 98% on-time delivery.
- Streamlined operational processes that enhanced carrier performance and reduced issue resolution time by 20%.
Customer Service Manager
01.2017 - 12.2019
- Oversaw day-to-day customer service operations, leading a team that consistently achieved 95%+ on-time order fulfillment and delivery accuracy.
- Improved customer satisfaction scores by 20% by evaluating and optimizing service procedures and implementing new performance metrics.
- Acted as the main point of contact for escalated issues, resolving 90% of customer complaints within 24 hours and significantly reducing churn risk.
- Minimized production errors and order delays by refining order verification processes, resulting in a 30% reduction in returns.
- Successfully implemented communication improvements and workflow changes that boosted team efficiency by 25%.
- Handled return orders and credit claims with urgency and professionalism, helping recover over $50K in potential revenue losses through proactive customer engagement.
Senior Retail Agent
01.2010 - 12.2017
- Delivered exceptional sales and travel support services across a range of domestic and international vacation products.
- Exceeded regional performance goals and maintained top-tier Score Card rankings through consultative selling and quality service.
- Ensured seamless customer experiences through invoice management, documentation, and post-sale support.
Education
BA - Business Administration, Management
VCU
Skills
- Client Relationship Management
- Transportation & Logistics Operations
- Cross-Functional Team Leadership
- Process Improvement & SOP Development
- Conflict Resolution & Problem Solving
- KPI Analysis & Performance Reporting
- Carrier & Vendor Negotiations
- Regulatory Compliance
Personal Information
Title: Account Manager I Client success i logistics operations
Timeline
Account Leader
Truckload Control Tower Operations
01.2021 - Current
Customer Representative
Truckload Services
01.2019 - 01.2021
Carrier Representative
Truckload Services
01.2019 - 12.2019
Customer Service Manager
01.2017 - 12.2019
Senior Retail Agent
01.2010 - 12.2017
BA - Business Administration, Management
VCU
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