Michael J Pazely

Senior Account Executive

TruckSmarter

Mar 2024 - Aug 2024 (6 months)

Managed a pipeline of prospective clients, owned the qualifying, onboarding and activation stages of the customer lifecycle. Built relationships with prospective clients and maintained ongoing relationships with current clients, providing post onboard support to ensure customer satisfaction. Work closely with clients to understand their trucking business and assist them with the onboarding process. Consistently exceeded monthly sales requirements for both onboards and revenue generated, resulting in a promotion to Sales Team Lead.

Manager - SMB Sales Operations

TruckSmarter

Jan 2024 - Current (2 years 10 months)

Managed a team of 5-10 Account Executives, training each representative on internal processes and sales strategy. Responsible for conducting weekly one on ones with each sales representative providing ongoing training and career development as well as addressing areas of improvement. Provided monthly quota review and quarterly performance reviews for each sales representative to ensure team alignment on company goals and priorities. Built out processes and SOPs for sales staff to assist in training and development for daily tasks. Worked closely with executive leadership and cross functional teams to provide updates on sales team performance and to align on team strategy and areas of focus.

Senior Customer Success Manager

Cargomatic

Jan 2023 - Jan 2024 (1 year 1 month)

Engage with customers on 5 accounts across 50 lanes performing day-to-day operations from the beginning to the end of the lifecycle of each load through email, phone calls and reporting. Collaborate cross functionally with Account Management and Carrier Operations to ensure all metrics are met and successfully increased dedicated lanes by 20% across 5 accounts. Responsible for the improvement and upkeep of weekly account data metrics as well as processing and approving all transactions related to each customer and carrier invoice. Selected to join freight forwarder pilot team to increase volume targets and expand customer base. Built out processes and SOPs to transfer daily tasks to offshore support staff as well as ensure redundancy across

Customer Success Coordinator

Uber Freight

Apr 2019 - Aug 2021 (2 years 5 months)

Directed freight transportation operations, utilizing proprietary enterprise application systems to facilitate the timely and accurate scheduling of high volume loads in alignment with established delivery windows. Spearheaded the implementation of a call center in Bogota, Columbia, leveraging cross-cultural leadership expertise to conduct comprehensive new hire training classes outlining internal processes and best practices. Championed the development and execution of standard operating procedures for use across the organization, augmenting key process accessibility in order to streamline workflows and safeguard operational efficiency. Pioneered the institution of a mission critical account coordination process improvement, implementing a

Customer Success Manager, Carrier Sales

Uber Freight

Jan 2019 - Jan 2022 (3 years 1 month)

Managed a portfolio of 500+ carriers to ensure their business goals were met and that they remained highly engaged on the Uber Freight suite of products as measured by achieving loads moved per day goals. Selected for a pilot, scaled approach team to focus on driving engagement of unowned carriers by proactive outreach concerning the proprietary suite of Uber Freight offerings. Championed a new customer centric approach to responding to questions concerning the Uber Freight platform by engaging directly with carriers. This approach became standardized across the scaled team after showing it increased carrier engagement with committed capacity dedicated lanes. Coordinated cross-functionally with sales, product, and training teams, identifyin

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Fulfillment Lead

Google Express

Jan 2018 - Jan 2019 (1 year 1 month)

Directed the operations of 33 retail stores and 27 hardware stores nationwide, applying strong talent management skills to oversee the performance of 112 employees across multiple disparate locations. Compiled weekly SQL reports outlining store performance, effectively identifying and analyzing key business metrics to assess areas of inefficiency and develop strategic solutions for optimized productivity. Managed the launch and implementation of proprietary Google Express technology at 26 Ace Hardware stores, liaising with internal engineering and transportation teams to troubleshoot product issues or bugs. Leveraged strong stakeholder management skills to effectively build and maintain robust relationships with store managers, uncovering a

Station Manager | National Alamo Midway International

Enterprise Holdings

Jan 2016 - Jan 2018 (2 years 1 month)

Oversaw rotating teams of 75 management trainees, harnessing training and development expertise to provide coaching on internal processes and procedures; successfully developing 15 employees to promotion. Directed the logistics of a 3.5K+ car fleet, maintaining an optimal turnaround time (TAT) in line with industry best practices in order to maximize profitability and productivity across car rental operations. Effectively managed a high performing unionized team of 30 customer service representatives, successfully cultivating a culture of collaboration, unity, and respect in the delivery of customer-centric experiences.

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Michael J Pazely

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