Rita Smyslova

· Drove the complete process to develop services, procedures and tools in alignment with customer and business needs. · Improved transportation network with better optimized service and reliability. · Managed proactive operational plans for effective risk management and issue resolution. · Implemented cross-functional trainings and guidelines for smoother collaboration with internal and external partners, ensuring mutually beneficial outcomes.

· Served as SPOC for international clinical trials clients and cross-departmental teams, delivering service excellence in time- and thermo-sensitive biological samples deliveries. · Monitored compliance with quality standards and KPIs. · Analyzed performance to improve transportation KPIs and processes. · Led the development and implementation of contingency plans to mitigate service disruptions during COVID-19.

· Managed two teams (7 CS Advisors and 10 HL Advisors) to deliver high quality service for non-standard · Improved processes for managing heavyweight, time- and thermo-sensitive shipments. · Developed and structured working procedures and guidelines to improve team productivity and service quality.

· Led and motivated a team of 10-17 CS Advisors, ensuring awareness with company performance standards while guiding their development through coaching, training, gamification and career planning to meet KPIs and foster professional growth. · Analyzed performance metrics (efficiency, call quality) to identify improvement opportunities, conduct root cause analysis, and implement actions to enhance service delivery. · Evaluated performance of direct reports monthly, quarterly, annually.

· Created bookings in the electronic system to pick up shipments from customers. · Advised customers on additional services, packaging, taxes, and customs regulations.