Juan Diaz

•Built and grew a personal book of business from scratch, managing 20+ active shipper accounts and 1,500–2,500 loads annually across small, mid-market, and enterprise clients, consistently delivering an average gross margin of 11.8%. •Drove strong revenue growth within my portfolio, maintaining top individual performance following the Chicago office closure by successfully transitioning accounts to the Kansas City branch. •Achieved 67% year-over-year revenue growth in 2024 and sustained high performance through 2025. •Delivered blended gross margins of 7–12%, with select accounts reaching up to 24%, through strategic pricing, transportation mode selection, and proactive client relationship management. •Expanded account revenue by introducing additional transportation modes, including OTR (dry van & reefer), intermodal, drayage, and cross-border freight (U.S. - Mexico & U.S. - Canada), while securing long-term contractual commitments. •Partnered on mid-market and enterprise RFPs with leadership and cross-functional teams, developing competitive pricing, aligning capacity, and winning multi-year freight agreements that scaled my book of business. •Acted as the primary point of contact for customers, bridging internal teams. Operations, Pricing/Finance, Legal/Compliance, Accounting, and Customer Service to ensure seamless onboarding, compliance, and ongoing service excellence. •Strengthened client relationships through proactive communication, issue resolution, and strategic account management, driving repeat business and long-term retention. •Leveraged cross-functional collaboration to optimize service delivery, align operational capabilities with customer expectations, and maintain compliance across domestic and international shipments.

•Managed a select portfolio of key accounts within a personal book of business, balancing service continuity with ongoing new sales growth. •Oversaw end-to-end shipment execution, performance monitoring, and proactive issue resolution across food & beverage, packaging, manufacturing, and consumer goods customers to drive high service levels and retention. •Quoted new lanes and spot opportunities across multiple TMS and digital freight platforms, including Emerge and Uber Freight/Transplace, to grow volume, increase revenue, and strengthen customer partnerships through reliable execution. •Coordinated pickup and delivery appointments across multiple systems (Transporeon Capstone, OpenDock, Manhattan, Mastery, Uber Freight/Transplace) and through direct shipper and receiver communication to ensure on-time performance. •Served as the primary point of contact for communicating, documenting, and applying accessorial charges including detention, layovers, late pickup/delivery fees, missed appointment fees, truck orders not used (TONU), and re-consignment/re-delivery as required. •Maintained consistent communication with customer operations and accounting teams to align service expectations, address service-related discrepancies, and strengthen long-term partnerships. •Collaborated internally with finance, billing, and claims teams to resolve invoicing issues, payment delays, and freight claims, ensuring timely and accurate settlements.

•Negotiated carrier capacity and rates for OTR dry van and refrigerated FTL lanes, supporting pricing strategies that balanced market competitiveness with profitability. •Sourced, vetted, onboarded, and qualified carriers for long-term accounts using Carrier411 and Highway, ensuring compliance with safety, insurance, and operating authority requirements. •Managed carrier onboarding and ongoing performance by validating insurance coverage, safety scores, and compliance documentation in alignment with company standards. •Coordinated carrier performance tracking, issue resolution, and relationship management to support high-volume operations and minimize service disruptions. •Proactively communicated service risks and execution issues to account managers and internal stakeholders to protect on-time delivery metrics and reduce preventable accessorial charges.

•Managed one of three flagship outlet stores in the country, featuring Abercrombie, Abercrombie Kids, and Hollister Directed daily operations of a high-volume store generating $3M+ in annual revenue, consistently surpassing sales goals and achieving top-performing store status in the district •Led a team of 65+ part-time employees and 5 full-time managers/supervisors, driving performance through coaching, goal-setting, and career development plans •Recruited, interviewed, hired, and trained all new staff, fostering a diverse, high-performing, and engaged team •Oversaw inventory management, visual merchandising, and store presentation, ensuring brand standards and operational efficiency •Managed financial and operational performance, including labor scheduling, expense control, and loss prevention initiatives •Implemented customer service excellence strategies, resolving escalated issues and consistently achieving high customer satisfaction scores •Monitored key performance indicators (KPIs), generated reports for corporate leadership, and executed strategic initiatives to optimize sales and profitability •Collaborated with corporate teams to implement campaigns, promotions, and new programs, aligning store operations with broader company goals •Cultivated a team-oriented culture, promoting accountability, collaboration, and continuous improvement

•Managed daily store operations, ensuring seamless workflow and exceptional customer experiences in the store manager’s absence. •Communicated key updates, merchandise issues, and business priorities to the store manager and team, maintaining alignment and operational efficiency. •Supervised and motivated staff, creating a strategic staffing schedule to maintain optimal coverage during peak and seasonal periods. •Trained, coached, and supported team members to meet performance goals and uphold company standards. •Monitored sales performance, inventory levels, and key business metrics daily, providing actionable insights to improve store performance. •Executed merchandising floor-sets and in-store presentations to company standards, ensuring visual compliance and an engaging shopping environment. •Assisted in loss prevention, including compliance with operational policies and safety procedures. Supported customer issue resolution, fostering positive experiences and building customer loyalty.

Cum Laude Graduate