San Francisco Bay Area
Operations and sales enablement leader with a background in transportation/logistics, startup operations and customer service. Dedicated to creating strong teams by building confidence through comprehensive skills development, consistent performance measurement and fostering environments of psychological safety. Passionate about humanizing stakeholder experience. Always happy to connect and/or chat about team development, leadership as a calling and how to bring your authentic self to work. https://calendly.com/crystal-kwh
• Directed daily operations of 3 business units: Marketplace Operations, Quality and Parking • Managed a team responsible for onboarding logistics and compliance • Oversaw the rapid onboarding and seamless integration of vehicles into the marketplace • Lead the design and continuous improvement of onboarding policies and standards • Monitored, refined, and managed operational KPIs related to vehicle onboarding • Collaborated with internal stakeholders including, Product and Engineering, to align processes with product features and marketplace requirements
• Directed daily operations of 30+person sales team • Developed strategic initiatives to improve sales conversion • Presented weekly analysis of conversion trends and metrics to internal stakeholders • Developed and grew value-add partnerships with external vendors • Created training and marketing collateral to enhance user experience • Reviewed and revamped user onboarding experience • Mentored and developed direct reports and their teams
• Lead day-to-day vendor support operations in 30+ North American markets • Supported operations staff for escalations, conduct research and investigations on their behalf • Managed, scaled and developed teams based in North America and overseas • Created and curated training materials, implement new systems and processes • Collaborated with internal and external stakeholders to optimize vendor capacity • Coordinated staff training and dissemination of priority information via Supervisors and Leads • Responsible for new vendor sourcing, onboarding, training and retention
• Responsible for ocean export shipments (LCL/FCL) from quotation through arrival at POD • Dispatch, scheduling, monitoring of inland pickups associated with ocean export shipments • Provide creative solutions for time-sensitive operations challenges • Extensive export documentation experience including review and audit of shipper’s commercial documents, creating and amending ocean BLs, AES filing • Managed relationships with BCOs, key vendors, overseas agents and other NVOCCs • Supported sales and global agent business development programs • Cross-functional training in ocean pricing and inside sales, familiarity with air export product
• Created export bookings for high-value, refrigerated cargo • Fielded customer comments, concerns and questions by phone and email • Amended and corrected customer bookings • Created templates for customer communication • Managed shipper information database for refrigerated customer service export group • Resolved time-sensitive shipment issues effectively and efficiently
• Performed as HR Generalist and Recruiter • Managed company payroll and assisted in Accounts Payable and Accounts Receivable • Administrated systems and provided basic I.T. support • Performed Workforce Management Scheduling and Reporting Analyst duties • Coordinated company events • Coordinated domestic travel for executive management team • Coordinated new-hire training and created training materials • Assisted in general office management