Tiffany Kelly

Experience

• 

  The Green Room Inc.

  Jun 2003 - Sept 2005

  Shipping Clerk
• 

  Lynden Logistics

  Sept 2005 - Jan 2013

  • Managed customer account from entry to invoicing, contributed to increased account revenue and was awarded four additional locations to provide service to.• Assisted customers throughout the shipping process.• Provided quotes to customers and scheduled shipments in a timely manner.• Coordinated and booked shipment routing of time specific shipments.• Processed invoices and managed reporting.• Member of company team which aided customers looking for cross company information.• Obtained Certification for Dangerous Goods Air Transport and Radioactive Materials. Show less

  • Customer Service

    Jan 2009 - Jan 2013

  • Inbound Coordinator

    Sept 2005 - Jan 2009
• 

  Lynden Logistics

  Feb 2013 - Jul 2015

  International Operations Support

  Worked with 7L Freight representatives and system to help customize it to Lynden’s needs. Monitored rates loaded into system, reported problems, provided training to Lynden users, tested and suggested upgrades to improve functionality. Managed 7L online tool designed for international agents to access Lynden air rates directly. Provided training to international agents. • Supplied quotes to international agents and customers.• Supported sales as needed with individual and regional quotes.• Member of the One Lynden team which aided customers looking for cross company information.• Conducted tariff code audits to ensure accurate shipment entry.• Obtained Dangerous Goods Certification for Air Transport. Show less

• 

  Lynden Incorporated

  Jul 2015 - now

  Managed Lynden’s social media presence on Facebook, Instagram, LinkedIn, Twitter, and YouTube. Increased followers and engagement. Monitored presence on Glassdoor, LinkedIn and Indeed. Implemented and monitored advertising campaigns on Facebook, Instagram and Indeed.Utilized HubSpot to support lead generation and improve customer experience. Redesigned website quoting, booking and feedback forms. Worked with customer service teams to make forms more efficient and developed emails and workflows to help streamline the shipping process. Managed Lynden’s blog. Drafted and sent important service alerts, schedule changes, and general notifications to customers using MailChimp. Implemented email campaigns to help new users better navigate and utilize Lynden’s EZ Commerce tool, and recruit drivers.Tracked and analyzed click data on Lynden’s website using Crazy Egg. Proposed changes to improve customer experience and monitored results.Built internal and external surveys using Qualtrics. Managed annual customer survey as well as reporting and analysis. Used Adobe Spark to create videos and images for use on Lynden’s social media and digital ad campaigns. Show less Managed the One Lynden Call Center to ensure customers received excellent service via phone, email, web forms, and live chat. Provided training to freight specialists. Tracked inquiries and reported on trends. Directed the Plus One Survey program to confirm customer needs were supported. Based on feedback, initiated actions to improve customer satisfaction. Reported on individual customer feedback as well as monthly and quarterly trends. Reviewed processes and developed ways to improve efficiency. • Modernized customer email survey and individual survey report.• Improved efficiency for survey entry process. Show less

  • Marketing Project Manager

    Dec 2021 - now

  • Online Marketing Specialist

    Aug 2017 - Nov 2021

  • Customer Care Manager

    Jul 2015 - Aug 2017