Catherine Maravillas

· Assists with Operations in writing orders; Collaborates with owner operators and customers for on-time delivery of shipment

· Assists in training new-hires

· Monitors and updates load board regularly to show accurate information about job orders, driver availability, and real time information about the progress of the load.

· Monitors adherence of owner operators to DOT and FMCSA road safety requirements

· Ensures owner operators are compliant with DOT regulations - registration, inspections, etc.

· Supervises Quality Analysts in accomplishing monitoring, productivity, calibration and reporting requirements

· Provides guidance to team members how to accomplish goals and meet/exceed the scorecard requirements

· Facilitates Calibration sessions internally and with the Client

· Attends regular performance check meetings with Client, with the team, and with operations

· Provides business intelligence feedback to operations on how to improve customer experience, and to the Client on process improvement opportunities

· Prepares weekly, monthly & quarterly reports on agent performance for Quality

· Prepares monthly scorecard of Quality Analysts

· Provides regular coaching to Quality Analysts related to performance and wellness at work (mental health check)

· Plans and books delivery orders for owner operators/drivers. Schedules should be feasible based on hours of service, and no overbooking.

· Ensures excellent customer service is provided by Dispatch/Operations team to owner operators and clients through professionalism, real time feedback, excellent communication, integrity, and quality work results.

· Collaborates with Corporate on paperwork needed for job orders/transactions, and Billing team for accurate and on-time settlement

· Monitors and updates load board regularly to show accurate information about job orders, driver availability, and real time information about the progress of the load.

· Monitors adherence of owner operators to DOT and FMCSA road safety requirements

· Ensures owner operators are compliant with DOT regulations - registration, inspections, etc.

· Assists in hiring candidates to join the team

· Trains and mentors new team members to equip them in their role