Katie Hanchey has over 10 years of experience in logistics and transportation customer service roles. She is currently a Lead LTL National Account Manager at Frozen Food Express, where she manages accounts and provides daily tracking reports to customers. Previously, she held operations and customer service roles at Timco Logistics Systems, American Eagle/FFE Transportation, and Swift Transportation, where her responsibilities included load planning, dispatching, customer service, and issue resolution. She has strong organizational, communication, and problem-solving skills.
1. Katie Hanchey
1362 Pecan Ridge
Midlothian, TX 76065
469-463-0539
hancheykatie@gmail.com
PROFESSIONAL PROFILE:
Strong organizational skills, team player/energetic, adaptable and willing to tackle new
responsibilities. Self-assured, assertive and independent.
SKILLS:
Microsoft Office
Strategic Planning, WordPerfect, Micro J Plus
Central Interface Application
AS400, Manhattan Systems, Mercury gate, TMW Systems, Lean Logistics
EXPERIENCE:
Frozen Food Express 1/2014 - Present
Lancaster, TX
Lead LTL National Account Manager
● Demonstrate leadership by managing 2-3 customer service representatives.
● Manage 5-7 National Accounts including high profile guaranteed shipments.
● Maintain and send daily detailed tracking reports to customer
● Develop strong relationships with assigned customers
● Grow and develop customers with inside transportation sales & market development
strategies.
● Maintain knowledge of Food Safety Modernization Act
● When necessary dispatch load assignments and assist drivers with routing and misc.
questions.
● Monitor carrier movement from shipper to receiver to ensure load is delivered on time
and in the intended condition. Follow up on service failures associated with carrier and
take
● Respond to high volume of communications daily
Timco Logistics Systems 1/2012 – 5/2013
Waxahachie, TX
Operations Load planner/CSR
● Planning freight and equipment in assigned regions for maximum utilization and
profitability.
● Assign loads in a manner that allows for on time pick-up and delivery.
2. ● Meet driver/equipment routing needs.
● Manage deadhead.
● Analyze and determine which loads maximize profitability.
● Provides accurate and detailed load information, pick-up/delivery times and other special
load related information.
● Strive to meet service and delivery goals of customers.
● Maintaining effectiveness when experiencing major changes in work tasks.
● Establishing courses of action to ensure that work is completed efficiently.
● Ability to clearly communicate in terms that are clearly understandable.
● Action-oriented, with a sense of urgency and responsiveness in solving problems and
meeting the business needs.
American Eagle/FFE Transportation
Lancaster, TX 7/2008 - 1/2012
Intermodal/OTR Customer Service Representative
● Customer service for both American Eagle and FFE Transportation
● Provide customers with precise information about their loads by tracking via AS400
morning, afternoon and evening
● Act as a liaison between American Eagle and FFE Transportation, brokering loads to
each if the other is unable to meet commitment
● Responsible for rail billing, making sure the drivers have the correct information to drop
and pick up equipment at different railroads such as: BNSF, Norfolk Southern, CSX etc.
● Review invoices from dray companies to ensure accurate billing
● Set up dray companies to do cross-towns if the company does not have a truck available
● Registering drivers with the UIIA
● Accept and enter load tenders via EDI, email, fax and phone from outside customers as
well as any received from FFE or American eagle
● Dispatch driver in the event the Driver Manager is unavailable and the load is of urgent
nature
● Monitor driver location and send messages via Qualcomm to get information to pass
along to customer
● Participate in customer conference calls if requested by the customer
Swift Transportation
Lancaster, TX 1/15/07 – 6/27/08
OTR Customer Service Representative
● Maintains knowledge of customer contractual requirements relative to trailer pools in
order to keep turns at the level set to gain optimum utilization of company equipment.
● Responsible for monitoring and tracing loads so that follow up can be made to
Customers regarding late pickups and or deliveries; as well as any other changes that
may occur.
3. ● Responsible for managing and clearing assigned user discrepancy queue to expedite
the billing process.
● Responsible for managing service issues by researching and coding all applicable
service failures in the system to support accurate service reporting.
● Responsible for managing EDI related requirements regarding 214 Status releasing or
other similar electronic transmissions as required by Customer.
● Anticipate and facilitate problem resolution on all load issues to meet or exceed total
satisfaction of Customers.
● Assist in collecting and maintaining current Customer information in the system.
● Work with all other Swift internal departments to resolve customer or company issues
when necessary.
● Communicate service problems, turned down freight, and new business opportunities to
Sales.
● May assume responsibility as Responsible Customer Service Representative internally
regarding a decentralized account for the purpose of managing and streamlining
discrepancy queue information, service failure reporting and trailer management.
● Assist in training opportunities of newer employees as directed by Management
● Possess the ability to give direction for successful outcome regarding work assignments
for individuals in the Customer Service Representative Level I position.
● Communicate effectively and professionally with Customers, Operational Personnel,
Drivers and Management of all levels.
● Perform any other reasonable related job duties as required by Customer or assigned by
Management.
● SO Quality – knowledge, utilization and support.