Janet D.

Brown New Fairfield, CT *H:

203.746.7551 *C: 203.733.8337
jzacharybrown@yahoo.com
linkedin.com/in/janetzacharybrown

Profile: Operations and Customer Service Manager skilled in

international relocation and freight forwarding, account management
and benefits administration. Expertise in management and relations,
client retention and customer satisfaction.

Career Portfolio
Higher Education Relocation Specialists – Katonah, NY
2008-present
Woman-owned firm providing full relocation services for laboratories, colleges,
universities
and teaching hospitals such as Yale University and Albert Einstein Hospital.
Director, Northeast Member Services – contractor
Marketing, website design, cost projections, full relocation counseling, member
development, supplier management, recruitment assistance. Constructed provider
and member databases.

Hewitt Associates – Norwalk, CT

2007-2008
Provider of multi-service Human Resources Outsourcing (HRO) and consulting.
Delivery Analyst
Orchestrated full international relocation benefits: homesale and home purchase
programs, destination services, temporary housing, rental assistance, household
goods. Maintained and updated confidential payroll records for expatriates.
Organized travel arrangements for short term assignees. Analyzed and qualified
provider invoices for processing. Issued letters of assignments specifying benefits.
Generated comprehensive, full-policy cost projections. Promoted vendor
cooperation. Trained Texas team in preparation for department relocation.

Security International – Fairfield, CT

2006-2007
International household goods freight forwarding company.
Account Manager, Customer Service
Served as main point of contact for issues escalation and resolution. Team leader,
provided training on administering household goods policies and procedures,
counseled relocating employees on customs regulations, insurance coverages and
benefits, shipment tracking. Ensured steady cash flow by timely approval and
processing of provider and client invoices, vendor management. Raised customer
service levels from 85% to 95% in first three months of employment.
Interdean-Interconex – Elmsford, NY
2000-2006
International household goods freight forwarding company.
Account Manager, Customer Service and Operations
Counseled clients about relocation policy including insurance coverage, move
process, customs and documentation requirements. Tracked shipments and
provided updates to clients, managed vendors, audited and processed vendor
invoices, generated client billing meeting all deadlines, resolved claims. Provided
competitive pricing to include 40% profit margins, booked freight, coordinated
vendor processes. Managed team of ten customer service professionals onsite at
premier client, Cendant Mobility. Utilized goal setting and performance metrics to
achieve team cohesiveness and client service excellence. Consistently achieved
customer satisfaction levels to 99%. Knowledge of rating metrics, US Customs
Regulations and Requirements and USDA classifications for household goods, food,
alcohol, infectious re-agents. Reduced receivables resulting in revenue increases
of 20% within 4 month time frame.
Cendant’s Peoples’ Choice Award (to Interdean-Interconex) - 2003

Cendant Mobility (now Cartus Mobility) – Danbury, CT

1998-2000
International leader in global mobility and workforce development.
Senior Consultant, International Moving Services
Administered international relocation policy to transferring employees. Managed
suppliers, facilitated claims settlements. Worked cross functionally with external
and internal clients to build team accountability and customer satisfaction.
Identified and implemented methods to streamline delivery process in order to
surpass productivity goals. Exceeded performance expectations and received 100%
Top Block Service Recognition Awards, 1999, 2000. Attended management
seminars.
Top Block Service Awards – 1999, 2000

Prudential Relocation Management – Valhalla, NY and Shelton, CT

1984-1998
International leader in global mobility and workforce development
Senior Transportation Counselor
Counseled domestic and international assignees on company relocation policy.
Managed vendors, facilitated claims resolution, served as team leader. Created
preferred vendor database, created training manual for counselors and assistants.
Worked with account executives to ensure process transparency. Provided
administrative support for Manager and Director.
President’s Quality Award – 1994, 1995, 1996
Quarterly recognition awards for 98% Very Satisfied/Satisfied service
satisfaction
Education
American International College – Springfield, MA B.A. Sociology
Certified Relocation Professional, earned May, 2009

Computer Skills and Training

Microsoft Excel, Word
Training in PeopleSoft, Siebel, Quickbooks
Visa and Immigration Requirements Training