AMBER WOLANSKI
Joliet,IL
Summary
For the past 10 years I have helped 3PL franchisee entrepreneurs plot their charts for development and grow by providing operational, financial, and IT expertise and solutions. My teams handled the day to day customer service, retention, back office operations, and revenue management for UPS small parcel, LTL, and FTL shipments, using the franchisors TMS. I think my skills from the BPO - management consultant/3PL industry and years in the transportation industry will make me a perfect fit for the chart plotter position.
Overview
25
25
years of professional experience
Work History
Franchise Operations Manager
Worldwide Express (WWEX Group)
05.2023 - Current
- Directed operational and finance teams for LTL, small pack UPS, and FTL
- Developed systems and procedures to improve operational quality and team efficiency.
- Analyzed and reported on key performance metrics to senior management.
- Facilitated smooth collaboration between departments through clear communication channels.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
Director of Operations
Acorn Logistics Management
07.2014 - 05.2023
- Oversaw daily operations and strategic direction across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitored employee KPIs, optimized and streamlined processes and procedures to reduce costs
- Implemented IT and phone solutions to maximize efficiency
- Implemented HR recruiting, onboarding, benefits, retention, satisfaction, and termination processes
- Created and maintained intranet and website
- Handled contract and onboarding processes for new franchisee business
- Improved call count by 12% and ticket count by 38%
- Streamlined accounts payable process and cut expenses by 30%
- Served on Technology Advisory Council for Franchisor
- Facilitated acquisition by Franchisor
Director of Claims/Claims Manager
HomeDirectUSA
07.2007 - 06.2014
- Managed claims supervisors, adjusters and clerical staff for 141M company that processed 21K+ claims per year
- Reviewed and approved complex, high dollar, and escalated claims for transportation, liability, guaranteed transit, and property damage claims
- Analyzed data on claim trends, processing times, subrogations, chargebacks, and payments
- Forecasted claim settlements/financial reserve for CFO
- Escalated high level issues to executive staff and provided detailed analysis and project plans for liability risk management
- Monitored and presented department KPI metrics and ISO procedures quarterly to executive staff
- Worked with legal counsel to defend, negotiate, and manage litigation and arbitrations
- Conducted regular risk assessments and quality assurance reviews to evaluate compliance with industry and contract requirements and to identify potential gaps in policies, procedures and business processes
- Improved adjuster productivity by 150% while maintaining quality measurements
- Increased subrogation recovery by 60%
- Developed audit process that found over 100K+ in errors in IT interface transactions
- Business owner for complete IT system redesign and transition
- Assisted with due diligence process during acquisition
Office Manager
Penauille Servisair
06.2005 - 01.2007
- Served as office manager for ORD maintenance branch of $4.4B aviation ground support company
- Managed maintenance supervisors, mechanics, and clerical staff
- Negotiated the procurement of parts, equipment, and vehicles
- Administered scheduling, payroll (ADP/Kronos), and attendance for 30+ employees
Claims Prevention Manager
Old Dominion Freight Line Inc
06.1999 - 02.2005
- Managed OS&D staff and served as interim customer service manager
- Ensured adherence to company policy and procedure and implemented terminal policy to decrease loss and damage
- Oversaw investigations on claims and provided detailed reports to management based on findings
- Oversaw installation and maintenance of AS400 system, RFID system, and DYMS
- Reduced claim incident ratio from 2.0% to 0.9%
- Terminal received award for the most improved incident ratio in the Midwest region
Education
BACHELOR OF BUSINESS MANAGEMENT - MINOR IN MIS
University of Illinois
Springfield, ILSkills
- UPS Small Parcel
- LTL and FTL
- Chart the course and Navigate the Seas- Franchise Development, Management Consulting, Business Growth Initiatives
- Cartography - Objective and Key Results & team collaboration
- Use the spyglass - Operations Management, Sales Growth, and KPIs
- Aft rigging - IT solutions and implementation
- Boost the coconut telegraph - ISO 9001
- Decision-Making
- Staff training/development
- Data Analysis
- Policy Development and Enforcement
Timeline
Franchise Operations Manager
Worldwide Express (WWEX Group)
05.2023 - Current
Director of Operations
Acorn Logistics Management
07.2014 - 05.2023
Director of Claims/Claims Manager
HomeDirectUSA
07.2007 - 06.2014
Office Manager
Penauille Servisair
06.2005 - 01.2007
Claims Prevention Manager
Old Dominion Freight Line Inc
06.1999 - 02.2005
BACHELOR OF BUSINESS MANAGEMENT - MINOR IN MIS
University of Illinois
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