Daniel Donnelly

As a Major Account Manager, I was responsible for managing and nurturing key client relationships within the import and export industry, ensuring client satisfaction, retention and driving long-term partnerships through a deep understanding of their customs and trade compliance needs.

Client Relationship Management:

I built and maintained strong, long-term relationships with major clients in the import and export, logistics and forwarding sector. Assumed the relationship leadership role and prepared account strategy by creating an account contact and development plan. I was the advocate for internal and external clients and their customers, as their trusted advisor.

Industry Knowledge:

Continued full understanding of relevant and current industry news, familiar with industry trends, market activities.

Customer Satisfaction:

I addressed client concerns and ensured their needs were met timely, effectively and efficiently, through regular communication and proactive problem-solving.

Trade Compliance & Operations:

I understood and managed clients' customs operations and trade compliance requirements, working collaboratively with other key business units throughout the organization to provide full support.

Meetings:

I scheduled and led client monthly operations and QBR meetings. I ensured that client performance expectations are understood and satisfied. Communicated action plans for meeting and created client specific presentations.

Operational Oversight:

I worked closely with operational teams to ensure smooth daily operations related to customs clearance and freight management maintained.

Resolved day to day service issues:

I interfaced with the operations and other organization departments to determine corrective action and monitor progress of actions. Provided visibility to Management of the state of client health through a client health matrix process.

Problem Solving, Analytical Skills and Project Management

My Ability to analyze account performance, identify issues, and develop solutions to ensure client satisfaction.

My ability to manage multiple projects and accounts, coordinate with internal and external teams, and ensure timely delivery of services and action items.

Negotiation, Sales and Business Development

I managed contracts, had negotiation discussions with clients and identified opportunities for upselling or cross-selling services. My Proven ability to drive revenue and growth, with new business opportunities and annual general rate increases

Development:

I aided in the development of new business RFP's. Provided input and information based on my experience for potential Client RFP's. I lead new client implementations, covering off all key areas of an account and engaged the assistance and support from other business units when necessary for a successful client onboard.

Efficiencies:

I focused on finding efficiencies through process improvement, system enhancements. Issue tracking and management until resolution was accomplished. I provided technology training and support of new system, system enhancements.

Managed complex customer engagements to ensure service excellence. Drove continuous improvement in providing customer solutions to enhance customer value and for future growth.

Monitored global performance and compliance to service commitments, conducted business reviews and presented positive key performance indicators by working cross-functionally with operations and other groups within the organization.

Continued monitoring of revenue management and increased profitability by identifying potential growth opportunities, Maintained client satisfaction and retention.

Provided strong analytical skills in Global Logistics for both Ocean and Air Freight modes of transport, with US and Canadian Customs background. Advocacy, Customer Solutions and Strategic Relationships in managing client base and business partners.

Specialties: Logistical Solutions and Cross-selling: Client oriented and customer focused. Develop action plans to improve processes, implement cost savings and revenue growth.

Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.