Summary
Overview
Work History
Education
Skills
Volunteer Experience
References
Timeline
Generic

Courtney Thacker

Kitchener,ON

Summary

Results driven professional with a strong focus on client satisfaction and operational excellence. Skilled in KPI tracking and team mentorship, consistently exceeding performance metrics and driving growth in a $5M portfolio of top-tier accounts.

Overview

12
12
years of professional experience

Work History

Senior Customer Account Manager

NFI Industries
Mississauga, ON
01.2018 - Current
  • Manage a $5M portfolio of top tier accounts, serving as the primary customer contact, and delivering tailored transportation solutions.
  • Consistently maintain 95%+ on time delivery performance, exceeding client expectations, and industry benchmarks.
  • Analyze customer KPIs, shipment data, and market trends to identify cost savings, efficiency gains, and service improvements.
  • Collaborate cross functionally with operations, carrier management, sales and finance teams to ensure seamless execution and problem resolution.
  • Train, mentor, and develop support staff to strengthen team capabilities, enhance client service, and ensure operational consistency.
  • Drive account growth through upselling value added services, and expanding client share of wallet.

Customer Account Manager

NFI Industries
Mississauga , ON
09.2015 - 01.2018
  • Managed a portfolio of customer accounts, serving as the primary contact to ensure that transportation needs were met with efficiency and accuracy.
  • Monitored KPIs and shipment performance to identify service gaps, recommend improvements, and maintain high client satisfaction levels.
  • Coordinated with internal operations, carrier management, and dispatch teams to ensure on time delivery, and issue resolution.
  • Built and maintained strong client relationships, leading to repeat business and account growth.
  • Assisted senior account managers with onboarding new clients, and training junior support staff on processes and best practices.

Customer Service Representative

Challenger Motor Freight
Cambridge, ON
06.2013 - 09.2015
  • Processed customer orders with speed and accuracy via phone, email, and fax, ensuring error free entry, and timely fulfillment.
  • Developed customer focused solutions that balanced client needs with the optimal use of company resources, strengthening service reliability.
  • Partnered with planners, dispatch, and sales teams to coordinate logistics and fulfill customer requests, driving high satisfaction levels.
  • Maintained in depth knowledge of assigned accounts' operational requirements to deliver proactive, best in class customer service.
  • Assisted in recruitment by conducting initial interviews for customer service candidates, and providing structured feedback to hiring managers.
  • Facilitated weekly team huddles to align priorities, share updates, and reinforce a collaborative customer service culture.

Education

Some College (No Degree) - Applied Health Sciences, Therapeutic Recreation

University of Waterloo
Waterloo
12-2012

Skills

  • Customer relationship management
  • High value account oversight
  • Client retention and satisfaction
  • Upselling and cross selling
  • KPI tracking and performance analysis
  • Training and mentoring support staff
  • Cross-functional collaboration
  • Process improvement initiatives
  • Conflict resolution and problem solving
  • Data driven decision making
  • Financial acumen
  • CRM systems

Volunteer Experience

Volunteer Coordination Lead

 Dog Friendly KW, 01/2024-02/2025

  • Scheduled and coordinated large teams of volunteers to ensure smooth execution of high profile events.
  • Onboarded and trained new volunteers, providing resources and guidance to support successful integration into the organization.
  • Supported event planning and logistics, contributing to the delivery of well organized and impactful events.
  • Awarded Best Supporting Volunteer in 2024

References

References available upon request.

Timeline

Senior Customer Account Manager

NFI Industries
01.2018 - Current

Customer Account Manager

NFI Industries
09.2015 - 01.2018

Customer Service Representative

Challenger Motor Freight
06.2013 - 09.2015

Some College (No Degree) - Applied Health Sciences, Therapeutic Recreation

University of Waterloo

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Courtney Thacker