Summary
Overview
Work History
Education
Skills
Languages
Certification
Carrier of the year award
Timeline
Generic

Cheryl Burnside

Summary

Dedicated operations professional with extensive experience in customer service, dispatch, administration, management, and problem resolution.

Expertise in streamlining processes to aline with the customer's and the company's costs, as well as service expectations by identifying issues, determining the root causes, and finding the solution.

Exceptional communication, proactive, and proficient in high-pressure situations.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Intermodal Operations Coordinator

NFI Industries
04.2021 - Current
  • Collaborates with sales, and managers to evaluate needs and optimize operational plans.
  • Ensures compliance with industry regulations, keeping accurate records and managing audits as required.
  • Implements troubleshooting, root cause analysis and issue resolution.
  • Enhances customer satisfaction by resolving issues in a timely manner and providing exceptional support.
  • Coordinates logistics activities including transportation arrangements, warehousing solutions, customs clearance documentation.
  • Handles problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Negotiates price and service with customers and vendors to decrease expenses and increase profit.
  • Develops strong relationships with clients, maintaining open lines of communication to promote loyalty and retention.
  • Boosts productivity by establishing effective communication channels between departments.
  • Handles escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Strong product knowledge to provide informed recommendations based on individual customer needs.
  • Participates in training programs to enhance product knowledge and customer service skills.
  • Seeks ways to improve processes and services provided.
  • Investigates and resolves accounting, service and delivery concerns.
  • Liaison with sales, operations, and management teams to develop solutions and accomplish shared objectives.
  • Identifies and resolves discrepancies and errors in customer accounts.
  • Tracks orders and notifies customers of status or potential delays.
  • Adapts quickly to unexpected disruptions in the supply chain, developing contingency plans to minimize negative impacts on business operations.
  • Enhances supply chain efficiency by optimizing shipping schedules and routes.
  • Improved order accuracy through meticulous data entry and verification processes.
  • Developed training SOPs for new hires, significantly improving their understanding of the internal systems, logistics operations, and individual account expectations.
  • Prepares and presents reports to management on logistics performance.
  • Studied data to identify trends and patterns in transportation activity.

Logistics coordinator

Parrish & Heimbecker, Limited
09.2019 - 09.2020
  • Managed the logistics of Oats, Arbo feed, Dial, and Soybeans.
  • Cross trained on majority of positions to assist/cover my co-workers when required.
  • Main point of contact for external customers, merchants, carriers, terminals, and mills.
  • Entered shipment orders into the system after confirming contracts, and inventory were aligned.
  • Created a carrier rate confirmation spreadsheet, and contact list for all accounts that I had managed.
  • Formed close, friendly, and reliable relationships with internal and external customers.
  • Assigned carriers dedicated to particular lanes, while negotiating and confirming rates for invoicing purposes.
  • Ran daily contract reports to ensure each customer was receiving or delivering grains per their individual agreements.
  • Prepared customs paperwork for cross border shipments, including BOLs, and CCIs. Assigned them to carriers and ensured that PAPs/PARs were allocated and recorded.
  • Generated purchase order contracts for customer pickups.
  • Maintained several spreadsheets to track, trace, confirm pickups, deliveries, and refusals.
  • Trained new employees to the best of my ability, while learning new accounts.
  • Designed SOPs as I trained on each position and offered them to management as well as new employees to assist in training.
  • Freight AP- Processed freight invoices, customs invoices, MVIs, and investigated any rate discrepancies.
  • Established a paperless process for invoicing to save the company money on office supplies, time, which in turn enabled employees to work from home during Covid 19 efficiently.

Logistics coordinator

Chudleigh's Bakery
05.2019 - 08.2019
  • Carrier rate negotiations, onboarding, and monthly audits
  • Cold Storage rate negotiations
  • Assigned and coordinated deliveries with carriers to meet appointment times.
  • Managed the logistics department on minimal training and assisted a small team of customer service representatives during their training when required.
  • Made appointments for customer deliveries and confirmed with assigned carriers.
  • Prepared customs export documentation (BOL, Commercial Invoice & BCB) for cross boarder and international shipments.
  • Liaised with multiple departments, transportation companies, warehouse personnel, freight forwarders to ensure all shipments and processes are efficiently and accurately executed.
  • NAFTA Updates (as required)
  • Communicated very closely with the shipping department to ensure all pick ups were appointed within realistic shipping timeslots.
  • Made sure shipping had pick lists, paperwork, seals and made reefers arrived on temp for loading.
  • Worked with the production team, Quality Assurance, and customer service representatives to ensure inventory will be ready for shipping to meet P.O./transfer delivery dates.
  • Inventory monitoring. Built Transfer orders into 3rd party cold storage to relieve the freezer and ensure customer orders out of all five US/Canadian warehouses were fulfilled
  • Created EPN's/Transfer BOL's/ASN's for shipments/pickups and transfers from Chudleigh facility.
  • Tracked and traced shipments to all consignees, DC's, and storage facilities.
  • Created and maintained good relationships with the main contacts of freight carriers.
  • Resolved delivery and paperwork issues with carriers such as mechanical issues, delays, OS&D, and customs.
  • Provided freight quotes to the Sales team for expedited LTL requests
  • Worked with DTA to ensure they have the most up to date freight rates on file.
  • Updated DTA Freight file to Adage (monthly) and maintain carrier data spreadsheet.
  • Confirmed shipping procedures for any new or current customer to ensure that the most efficient and cost-effective ways are being utilized.
  • Reception Backup (when required)
  • Customer Service Backup (when required)

Logistics coordinator

Transplace
11.2018 - 03.2019
  • Communicate with carriers to ensure trailer pools are topped up for daily loading, and on time pickup/ delivery expectations are met.
  • Track shipments in transit, and proactively advise customers of any delays that may affect RAD dates.
  • Build LTL as well as DSD loads, assign carriers to specific lanes then Dispatch in a TDS system.
  • Run daily loading summaries and send to assigned carriers for pick up, and delivery information.
  • Ensure BOLs are in order and forward to carriers to use as driver's OTR copies.
  • Answer general phone calls, assist both customers and carriers or transfer to the appropriate parties.
  • Work in a dedicated email inbox to investigate client's inquiries and resolve issues in a timely and polite manner.
  • Report to my Operations Managers and Account Manager to communicate any ongoing service disruptions, or customer concerns.
  • Update pick up and delivery times in the system to maintain realistic KPI.
  • Follow up on any mechanical breakdowns, weather related, or transit time delays until shipments are complete.
  • Relate any shift review details to the after-hours and weekend staff to make sure all our client's loads are on schedule and their requirements are met and/or exceeded.

Planner/Dispatch, Guelph yard

Mammoet
05.2018 - 09.2018
  • Processed equipment requests and entered them into SAP.
  • Assigned equipment, operators, and crews to scheduled orders.
  • Acted a liaison between customers, account managers, operators, and the Dispatch team.
  • Monitored equipment and personnel daily and followed up with any issues.
  • Developed a training manual for new trainees.
  • Completed online courses to further my knowledge of cranes, trailers, and safety equipment.
  • Contacted operators with their daily dispatches and updated on a daily log.
  • Scheduled operator's and apprentice's shifts, and vacation as per the Union regulations.
  • Worked on call 24/7 when required.
  • Reported to the Senior Dispatcher and the Operational Manager.

Asset Truck Dispatcher

Slingshot Transportation Inc
11.2017 - 02.2018
  • Monitored weather conditions daily to preemptively adjust routes when necessary, reducing potential delays due to adverse conditions.
  • Provided ongoing support to drivers during shifts, addressing any issues or concerns promptly and professionally.
  • Built strong relationships with clients through effective communication and problem-solving skills, contributing to increased business opportunities.
  • Created contingency plans for unexpected situations such as road closures or vehicle breakdowns that resulted in minimal impact on service.
  • Reduced fuel costs for company fleet by optimizing routes and monitoring driver performance.
  • Managed communications between drivers and customers to ensure timely deliveries and high customer satisfaction.
  • Coordinated with maintenance department to schedule routine vehicle inspections, minimizing downtime and ensuring operational efficiency.
  • Collaborated with warehouse staff to prioritize shipments based on delivery deadlines, maximizing efficiency in the supply chain process.
  • Maintained accurate records of all dispatched vehicles, ensuring proper documentation and compliance with industry regulations.
  • Monitored and tracked status of shipments in transit to confirm on-time delivery.
  • Oversaw and enforced compliance with all safety regulations and DOT regulations.
  • Checked that each scheduled route was appropriately covered by delivery drivers.
  • Scheduled deliveries and pickups according to customer needs.
  • Preserved accurate records of dispatched orders, deliveries and PODs.

Concord MAC Yard

Retail Logistics Supervisor, Intermodal Retail Team
01.2013 - 01.2014
  • Managed team of 15 Retail Logistics Coordinators; 5 were based in Memphis, TN. Updated, and maintained team's schedule daily, ensuring adequate coverage. Trained employees on new systems and new customer accounts.
  • Reviewed and resolved potential operational concerns by leading internal and external meetings.
  • Trained CSRs on new accounts / processes, streamlining accounts and reducing manual workload, which created capacity for more accounts.
  • Handled escalation calls and emails; resolved customer issues quickly, alleviating coordinators' workloads.

Concord MAC Yard

Retail Logistics Coordinator
01.2010 - 01.2013
  • Monitored loads for assigned accounts, from tender to consignee delivery.
  • Pre-appointed deliveries and traced each load, ensuring they were on time. Proactively notified consignees of delays, avoiding missed-delivery fines or damaged perishable products.
  • Processed all OS&D for own accounts, making certain they were handled according to customers' disposition confirmations.
  • Attended customer meetings and conference calls, helping resolve outstanding concerns and confirming new business contacts.

Overlapping Role

Problem Resolution Specialist
01.2009 - 01.2010
  • Answered incoming calls from vendors and customers, resolving technical and process-related issues as they occurred in everyday dispatch.
  • Assisted in training Logistics Coordinators and Dispatchers during new system rollout.

Relief Team Lead, Customer Service and Dispatch

Canadian Pacific Railway
01.2007 - 01.2010
  • Maintained frequent communication with Dispatch Managers, Account Managers and fellow Team Leads, increasing productivity through effective use of staff and knowledge.
  • Investigated and solved problems for union workers (Intermodal Operations Representatives) and Dispatch Managers related to system, dispatch, and appointments.
  • Led proactive and well-prepared team by encouraging collaboration. Participated in daily operational conference call, which clarified train delays, overweight loads, or derailments.

Dispatch/Appointments

Intermodal Operations Representative
01.2007 - 01.2010
  • Dispatched drivers for container delivery to / pick-up from customer locations, making sure equipment arrived on time for pre-booked appointments. Solved issues for drivers.
  • Quickly answered general customer service calls and emails, utilizing vast experience to verify all information before replying.
  • Ensured drivers were given appropriate number of work hours and that legal limits for total driving hours were maintained.
  • Provided customers with ETAs for inbound loads, allowing them to pre-appoint containers. Kept clients updated on delays, rebooking appointments to accommodate their needs.

Wholesale Traffic Coordinator, Brampton Terminal

Canadian National Railway
01.2010 - 2016
  • Checked all new loads once in gate, confirming they were billed and custom cleared.
  • Monitored shipments and ensured that all delays were proactively communicated to customers with updated ETAs. Any equipment breakdowns, overweight loads, or derailments were also relayed to clients in real time, to protect their products.
  • Attended customer meetings and conference calls, keeping up to date with operations and customer requirements.
  • Answered general customer service calls and emails on a priority basis, allowing customers to make alternate arrangements for urgent situations, if needed.
  • Improved efficiencies by onboarding new customers, enabling them to track, trace and bill their own loads utilizing the CN website. Demonstrated easy navigation and accuracy of the site.
  • Worked with both internal and external contacts to resolve issues as quickly as possible.

Education

Art Fundamentals Certificate - Art

Sheridan College
Oakville, ON
07-2007

Occupational Health And Safety: JHSC Parts 1 & 2

Ontario Ministry of Labour C/o Spark Safety Solutions
Toronto, ON
02-2021

Mental Health First Aid

Mental Health Commission Of Canada
Toronto
11-2020

Skills

  • Problem Troubleshooting & Resolution
  • Customer Service Excellence
  • Team Supervision
  • Prioritizing & Organizing
  • Scheduling management
  • Staff training/development
  • Proficient in MS Word, Excel, Outlook, Pegasus, AS400, TMS, GTG, Mainframe (SRS), Lotus Notes, Velocity, railway and customer portals
  • Process implementation
  • Administrative management
  • Vendor engagement and negotiations
  • Cost reduction strategies
  • Operations management
  • Detailed data analysis

Languages

English

Certification

  • Canadian National Railway Training:
  • Dangerous Goods
  • Pegasus and SRS
  • Several online courses: container types, railway/how it works, management skills, customer service, MS Excel
  • Canadian Pacific Railway Training:
  • Dispatch / Appointments in IIS
  • Transportation Management System and Oasis
  • WHMIS
  • Handling Hazardous Materials

Carrier of the year award

I was the lead coordinator for our intermodal operations team when we won one of our top customer's "Carrier of the year" award. The award was based on excellent customer service, communication, proactive problem solving, and transportation KPIs.

Timeline

Intermodal Operations Coordinator

NFI Industries
04.2021 - Current

Logistics coordinator

Parrish & Heimbecker, Limited
09.2019 - 09.2020

Logistics coordinator

Chudleigh's Bakery
05.2019 - 08.2019

Logistics coordinator

Transplace
11.2018 - 03.2019

Planner/Dispatch, Guelph yard

Mammoet
05.2018 - 09.2018

Asset Truck Dispatcher

Slingshot Transportation Inc
11.2017 - 02.2018

Concord MAC Yard

Retail Logistics Supervisor, Intermodal Retail Team
01.2013 - 01.2014

Concord MAC Yard

Retail Logistics Coordinator
01.2010 - 01.2013

Wholesale Traffic Coordinator, Brampton Terminal

Canadian National Railway
01.2010 - 2016

Overlapping Role

Problem Resolution Specialist
01.2009 - 01.2010

Relief Team Lead, Customer Service and Dispatch

Canadian Pacific Railway
01.2007 - 01.2010

Dispatch/Appointments

Intermodal Operations Representative
01.2007 - 01.2010

Art Fundamentals Certificate - Art

Sheridan College

Occupational Health And Safety: JHSC Parts 1 & 2

Ontario Ministry of Labour C/o Spark Safety Solutions

Mental Health First Aid

Mental Health Commission Of Canada

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Cheryl Burnside