Mark Shay

Experience

1. Ctm Onboarding Specialist

   RXO, Inc.

   Sep 2024 — Present · Atlanta, GA, US

   As a CTM Onboarding Specialist in a newly established role for our innovative free TMS platform, I played a pivotal role from the product release in August. Responsibilities included assisting the sales team with customer-facing demos and managing the comprehensive onboarding process for interested clients. Early on, I created and continuously updated an SOP to streamline day-to-day operations.Effective communication was key, collaborating with various Coyote teams, including product, app support, dev, senior management, and VPs, through weekly calls to address issues and facilitate improvements. I engaged in proactive problem-solving, tracking and relaying issues to the development and app teams for resolution.For onboarding, I managed user access, facility information, outside carrier details, and routing guide data. Leveraging our team’s documents, we streamlined the process by completing associations before onboarding calls. I led these calls, providing training and ongoing support for customer contacts, addressing issues and facilitating additional requirements like new facilities, users, or carriers.Crucial to the role was carrier file creation, compliance communication, and using our internal database to associate numerous facilities efficiently. Collaborating with supply chain, I identified reports to streamline facility processes. Handling integration requests for EDI and API connections, I maintained a customer check-in cadence, ensuring smooth operations.Our team surpassed KPI goals for customers and GM value added, actively seeking and relaying customer feedback to the product team for continuous platform improvement. My primary focus is ensuring customers receive exceptional support and feel confident reaching out anytime for assistance. As the sole operator for the entire support team, I provide weekly insights during senior manager meetings.

Education

• Valdosta State University

  Business Administration and Management, General

  2010 — 2014

• Kennesaw State University - Michael J. Coles College of Business

  3.15 GPA

  2015 — 2018