Jahnisha Cann, PMP
Atlanta
Summary
PMP-certified Senior Analyst with 7+ years of experience coordinating cross-functional operational initiatives, customer implementation projects, enterprise account management, and process improvement programs within the logistics industry. Experienced supporting projects throughout the entire project lifecycle, including project initiation, planning, execution, monitoring and controlling, and operational transition. Proven ability to coordinate stakeholders, manage project timelines, mitigate risks, facilitate communication, monitor KPIs, and deliver successful customer implementations across multiple enterprise accounts valued between $500K and $2M annually.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Senior Analyst - Customer Accounts
RXO Logistics
Marietta, GA
04.2021 - Current
- Supported enterprise customer onboarding projects and operational initiatives for a portfolio of 10 strategic customer accounts valued between $500K and $2M annually while coordinating cross-functional teams through the full project lifecycle.
- Partnered with customers and internal stakeholders to define project objectives, business requirements, project scope, and operational readiness.
- Assisted with onboarding kickoff activities for 7 enterprise customer rollouts while establishing stakeholder alignment and project expectations.
- Identified project risks, operational dependencies, and resource needs during project planning.
- Coordinated project schedules supporting 60–90-day onboarding projects involving cross-functional teams of 8–10 stakeholders.
- Developed project documentation, SOPs, workflow processes, and future-state operational procedures.
- Facilitated planning meetings to establish project milestones, responsibilities, communication plans, and delivery timelines.
- Coordinated customer onboarding activities between operations, transportation, leadership, and enterprise customers.
- Led weekly project status meetings while facilitating communication across multiple departments.
- Managed competing project priorities while ensuring alignment with customer expectations and organizational objectives.
- Supported hybrid project execution using Agile and traditional delivery practices to ensure successful operational launches.
- Monitored KPIs, project performance, operational metrics, and project progress throughout project execution.
- Conducted root cause analyses and coordinated corrective action plans to mitigate operational risks.
- Produced executive dashboards and project reports providing visibility into project progress and business performance.
- Maintained stakeholder communication regarding project risks, issues, milestones, and overall project health.
- Improved consumer delivery satisfaction by 15% through proactive performance monitoring and continuous improvement initiatives.
- Helped a strategic enterprise customer sustain KPI performance targets for 10 consecutive weeks, contributing to business expansion across four operational markets.
- Coordinated transition from project delivery to ongoing operational support while ensuring customer readiness.
- Verified operational processes, documentation, and stakeholder handoffs before project closeout.
- Supported post-project reviews and continuous improvement initiatives to enhance future onboarding success
Senior Specialist - Customer Accounts
XPO Logistics
Marietta, GA
09.2019 - 03.2021
- Performed operational analyses supporting 70 fulfillment hubs, 5 client distribution centers, and a portfolio of 3 customer accounts, including 1 enterprise customer, identifying trends, resolving operational issues, and recommending process improvements to support business objectives.
- Monitored operational performance through KPI scorecards and reporting, analyzing trends, communicating insights to stakeholders, and supporting data-driven operational decision-making.
- Managed 25–30 inbound appointments weekly, coordinating scheduling between fulfillment hubs, client distribution centers, line haul transportation partners, and internal operations teams to ensure efficient product flow and operational readiness.
- Facilitated operational escalations, claims adjudication, and stakeholder communications by partnering with customers and cross-functional teams to resolve complex issues and minimize disruptions to service.
- Coordinated 10–15 monthly return loads from fulfillment hubs to client distribution centers, managing reverse logistics activities and ensuring timely processing of inventory replenishment and return requests.
- Collaborated with warehouse operations, line haul transportation, customer support, and client stakeholders to improve workflows, streamline operational processes, and enhance the overall customer experience.
Customer Service Representative - Task Team Lead
XPO Logistics
Marietta, GA
12.2018 - 08.2019
- Supported an enterprise customer by managing inbound and outbound customer communications, coordinating service requests, and resolving operational escalations through the Scope service management system.
- Analyzed customer issues to determine root causes, collaborated with cross-functional teams to resolve service failures, and ensured timely completion of customer setup and delivery requests.
- Assigned daily workloads and delegated reporting responsibilities to a Task Team of 4 customer service representatives, monitoring progress and maintaining service objectives.
- Coached and mentored 4 customer service representatives on Scope ticketing system processes, issue resolution, and operational best practices to promote consistent service delivery and team performance.
- Managed customer service escalations by tracking, prioritizing, and coordinating service requests through the Scope ticketing system while communicating status updates to customers and internal stakeholders.
- Supported operational reporting by assigning reporting tasks, monitoring work completion, and ensuring accurate and timely distribution of customer and operational information.
Education
Sociology
Northwest Missouri State University
Maryville, MOSkills
- Project Coordination
- Project Status Reporting
- KPI Tracking & Performance Reporting
- Cross-Functional Collaboration
- Stakeholder Management
- Escalation Management
- Risk & Issue Resolution
- Process Improvement
- Root Cause Analysis
- Task Prioritization & Work Management
- Team Leadership & Coaching
- Inventory Coordination & Operational Reporting
- Microsoft Office Suite (PowerPoint, Excel, Word)
- Visio
- Smartsheet
Certification
PMP - Project Management Institute
Timeline
Senior Analyst - Customer Accounts
RXO Logistics
04.2021 - Current
Senior Specialist - Customer Accounts
XPO Logistics
09.2019 - 03.2021
Customer Service Representative - Task Team Lead
XPO Logistics
12.2018 - 08.2019
Sociology
Northwest Missouri State University