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CE Escalation Points of Contact

This article provides a single, reliable reference for Client Experience escalation routing, from shared inboxes to individual escalation contacts, ensuring issues are handled efficiently and by the correct owner.

🔹 Level 0: Shared Team Inboxes (Initial Routing)

Use these inboxes for:
  • Initial routing
  • Intake or general questions
  • Issues not yet requiring individual escalation

Analytics


Finance


FAP

LTL / TL

 

🔴 1st‑Level Escalations

Use when:
An issue cannot be resolved through standard CE processes or requires subject‑matter support.

Analytics

  • Analytics: Keren Rempe

Finance

  • Client Collections, Refunds and Prefunds: Haley Rhodes
  • Carrier Funding, Payment & Refunds: Theresa Cobb
  • Client Manual Billing: Barret Marchive

FAP

  • FAP Audit: Dustin Barnes
  • FAP Contract Entry: Lisa Cobb
  • FAP Implementation: Haven Shutt
  • FAP Operations:
    • GVL: Christina Dungan
    • SHV: LaJuanyka Cook
    • ASA: Mary Hennessey

IT

  • GVL: Brannon Vickers
  • SHV: Greg Bino
  • TMS: Eric Daly

LTL / TL

  • LTL Operations: Cynthia Procell
  • LTL Cost Management: Hill Hardin
  • TL Operations: Michael Fitzgerald

Parcel

  • Parcel Audit: Kelly Taylor
  • Parcel Cost Management: Angel Arrowood
  • Parcel Implementations: Chandra Williams

Sales

  • Sales: Joe Darwin

 

🔶 2nd‑Level Escalations

Use when:

  • The issue remains unresolved after 1st‑level escalation
  • A decision, exception, or prioritization is required

Analytics

  • Analytics: Sri Boga

Finance

  • Client Collections, Refunds and Prefunds: Connie Beasley
  • Carrier Funding, Payment & Refunds: Connie Beasley
  • Client Manual Billing: Ben Townsend

FAP

  • FAP Audit: Wayne Pardue
  • FAP Contract Entry: Wayne Pardue
  • FAP Implementation: Kim Morgan
  • FAP Operations: Kristy Krivjansky, Kim Morgan

IT

  • GVL: Randy Broom
  • SHV: Emil Izunagbara

LTL / TL

  • LTL Operations: Mich Fabriga
  • LTL Cost Management: Mich Fabriga
  • TL Operations: Andy Dyer

Parcel

  • Parcel Audit: Keith Hornbeck
  • Parcel Cost Management: Keith Hornbeck
  • Parcel Implementations: Kelly Taylor, Keith Hornbeck

Sales

  • Sales: Dean Jones

 

⚫ 3rd‑Level Escalations

Use when:

  • The issue remains unresolved after 2nd‑level escalation
  • There is significant client risk

Client Experience Leadership

  • Client Success: April Sexton
  • Client Relationship: Caleb Howe

 

⚫ 4th‑Level Escalation (Business Unit Leadership)

Use when:

  • The issue remains unresolved after 3rd‑level escalation and requires Business Unit leadership involvement.
  • Financial or contractual impact exists
  • Direction or approval is needed beyond operational leadership

Business Unit Leadership: Brian P. Barker

⚠️ Fourth‑level escalation should be thoughtful and well‑contexted. Always include impact, urgency, and desired outcome.

 

📌 Leadership Contacts by Business Unit (Reference Only)

These contacts are provided for awareness. Do not skip escalation levels unless urgency or impact requires it.

  • CEO: Andy Dyer
  • Client Experience: Brian P. Barker
  • Finance: Ben Townsend
  • FAP / MTS: Alysa Arndt
  • IT: Deepak Dodani
  • LTL: Mich Fabriga
  • Parcel & Analytics: Mingshu Bates
  • Sales: Dean Jones

⚠️ Escalation Best Practices

  • Always include clear context and the desired outcome
  • Follow escalation levels in order unless urgency or impact requires otherwise
  • Avoid escalating directly to leadership without consulting a CE leader
  • Reference the Standard CE Escalation Process when unsure