JOHN-CARL GRANADOS
Nampa
Summary
Results-driven Customer Success Manager and Operations Leader with extensive experience in transportation finance, factoring, client relationship management, and business operations. Proven track record of leading cross-functional teams, managing large client portfolios, improving operational performance, and driving client retention and revenue growth. Skilled in strategic planning, risk management, process improvement, and executive reporting. Bilingual in English and Spanish with a reputation for building strong relationships, developing high-performing teams, and delivering exceptional client experiences while supporting organizational growth and profitability.
Overview
7
7
years of professional experience
Work History
Customer Success Manager (Bilingual)
BridgeHaul
Nampa
03.2026 - Current
- Oversee the success and retention of the company's entire client portfolio, serving as the primary leader responsible for ensuring both client satisfaction and company growth.
- Manage and provide leadership across all departments within the Operations Division, including auditing, verification, billing, collections, new debtor setup, and client support, ensuring team performance, efficiency, and accountability.
- Develop and maintain strategic relationships with transportation carriers, owner-operators, fleet owners, brokers, and key stakeholders to drive long-term client success and retention.
- Monitor operational performance, identify process improvements, and implement solutions that enhance the client experience, productivity, and profitability.
- Act as the escalation point for complex client concerns, funding issues, contract questions, disputes, and service-related challenges.
- Lead cross-functional collaboration between Operations, Underwriting, Credit, Collections, and Executive Leadership to ensure seamless service delivery and risk management.
- Analyze client account performance, funding trends, operational metrics, and portfolio health to identify opportunities for growth and risk mitigation.
- Prepare and present comprehensive weekly operational, client success, and performance reports to the Director of Operations and Company Director, providing key insights, recommendations, and strategic updates.
- Establish department goals, monitor KPIs, coach team members, and drive a culture of accountability, continuous improvement, and exceptional client service.
- Ensure compliance with company policies, contractual obligations, and industry standards while supporting company-wide operational and revenue objectives.
Client / Operations Specialist (Bilingual)
BridgeHaul
Nampa
06.2025 - 03.2026
- Auditing – Review and verify invoice packets to ensure all required documents are present for invoicing. Identify discrepancies, resolve errors, and implement checks to prevent fraud or duplicate billing.
- Verification – Contact brokers directly to confirm carriers completed all contractual obligations for the agreed payment, or validate completion through broker web portals. Maintain accurate records of verification outcomes.
- Internal Billing – Manage specialized broker accounts that require manual invoicing procedures, ensuring compliance with unique billing requirements and timelines.
- Collections – Communicate with brokers to confirm receipt of Notices of Assignment (NOAs) on client accounts and actively follow up on outstanding payments to reduce aging receivables.
- New Debtor Setup – Screen and evaluate potential new brokers, gather required documentation, and perform due diligence to establish safe and compliant business relationships.
- Fuel Advances – Process and approve fuel advances for carriers, ensuring accuracy, compliance, and timely disbursement to support drivers on the road.
- Client Specialist (Bilingual) – Serve as a bilingual point of contact for carriers, answering phones and advising clients on operational, financial, and compliance matters. Provide education on processes and assist carriers in navigating business challenges.
- Relationship Management – Build and maintain professional relationships with carriers and brokers to improve communication, ensure smooth transactions, and support long-term partnerships.
- Process Improvement – Identify inefficiencies within auditing, billing, and collections workflows, and recommend process improvements to increase accuracy and reduce turnaround times.
- Fraud Prevention & Compliance – Assist in safeguarding the company by monitoring red flags, ensuring proper documentation is received, and confirming all parties adhere to factoring and contractual requirements.
Business Development Manager (Bilingual)
BridgeHaul
Nampa
02.2025 - 06.2025
- Consistently engage with prospective businesses via phone calls, emails, and text messages to assess financial needs and offer tailored factoring solutions.
- Consult with prospects to evaluate their financial requirements, providing expert guidance and effectively pitching BridgeHaul’s factoring services.
- Proactively identify and develop new leads across various geographic regions and industries, creating targeted action plans for engagement.
- Manage and maintain accurate sales data within CRM, ensuring seamless tracking of leads and customer interactions.
- Cultivate and sustain strong relationships with key referral sources to expand prospecting channels and enhance conversion rates.
- Analyze prospective clients’ Accounts Receivable and Aging reports to determine the most suitable factoring options for their business.
- Collaborate with internal departments to develop competitive financial service proposals and contracts tailored to client needs.
- Facilitate the processing and verification of financial, state, and federal documents to assess applicant risk and ensure compliance.
- Drive continuous improvement in sales strategies, consistently refining tactics to meet and exceed monthly, quarterly, and annual quota benchmarks.
- Provide ongoing customer service, following up with clients to identify new service opportunities and ensure satisfaction.
- Uphold the highest standards of professionalism, protecting company and customer information in accordance with established policies and procedures.
Meal Coordinator / Mentor/ Social Media Manager
Breaking Chains Academy of Development
Nampa
04.2023 - 01.2025
- Facilitated student progress towards becoming independent learners who persist and attain goals.
- Engaged at-risk youth by planning and organizing outcome-focused activities, thereby offering the necessary support.
- Empowered students by recognizing their strengths, talents, and gifts, urging them to discover methods to apply them.
- Oversaw procurement of food items for monthly meal planning.
- Met with assigned students individually or in small groups to provide intentional, structured organizational support and mentorship.
- Managed a diverse group of mentees, adapting mentoring approaches to accommodate different backgrounds and learning styles.
- Advised mentees on academic and career choices, providing insights into different industry pathways and opportunities.
- Established and maintained strong, trust-based relationships with all mentees, fostering a supportive and positive environment.
- Assisted with planning for programs providing personal, educational and social development.
- Acted as a role model, demonstrating professionalism, ethical behavior, and a positive attitude in all interactions.
- Conducted effective conflict resolution sessions between mentees, promoting understanding and cooperation.
- Collaborated with other mentors and professionals to share best practices and enhance the mentoring program's effectiveness.
- Talked with individuals, sharing positive life experiences to encourage improved self-esteem and boost socialization.
Factoring Account Consultant (Bilingual)
Ithrive Funding
Ogden
06.2022 - 04.2023
- Consistently contacted assigned prospective businesses through various channels including phone calls, emails, and text messages.
- Consulted with prospects to determine their financial needs, offering expert guidance and pitching iThrive Funding factoring services.
- Managed lead and prospect sales data in the CRM database.
- Successfully identified new prospects in various geographic locations and industries, creating comprehensive action plans for engagement.
- Cultivated and maintained trustworthy contacts for referrals.
- Assessed prospective clients' Accounts Receivable & Aging information to determine relevant factoring options for their business.
- Worked with multiple internal departments to create relevant financial services proposals and contracts for prospective clients.
- Worked as a team in following up on your customers' services and provide new service opportunities as needed.
- Processor duties include collecting and verifying the necessary and required financial, state, and federal documents to evaluate the information and obtain a risk assessment of the applicant.
- Worked as a sales leader to refine sales tactics to meet or exceed monthly, quarterly, and annual benchmark quota goals.
- Protected company and customer information in accordance with company policies and procedures.
Factoring Account Executive (Bilingual)
Truckstop.com
Boise
08.2019 - 06.2022
- Contacted assigned prospective businesses daily through various communication channels including phone, email, and trade shows.
- Consulted with prospects, offering expert guidance and matching their financial needs with Truckstop.com Factoring services.
- Maintained and updated lead/prospect sales records in the CRM database.
- Determined additional sources of prospects, creating actionable plans and detailed schedules for reaching prospective clients in targeted areas.
- Created and maintained reliable sources for referrals.
- Evaluated prospective clients' Accounts Receivable & Aging details to ascertain appropriate factoring alternatives for their enterprise.
- Collaborated with various internal teams to formulate customized financial service proposals and contracts for potential customers.
- Aided in the identification of new business possibilities through effective collaboration with coworkers.
- Collected and verified financial, state, and federal documents to assess application risk.
- Refined sales tactics to consistently exceed monthly, quarterly, and annual benchmark quota goals as a sales leader.
- Implemented data protection strategies to secure company and customer information adhering to organizational protocols.
- Trained and educated other teams on the value of our product through effective sales training.
- Conducted training sessions for new employees and managers on a regular basis, covering various aspects of daily operations and systems.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Business Development Representative (Bilingual)
Truckstop.com
Boise
01.2019 - 08.2019
- Maintained an active pipeline by driving consistent engagement with prospects leading to increased conversion rates of qualified leads for sales representatives.
- Documented and tracked all operations in Salesforce.com online CRM platform, screening prospects for sales advancement.
- Consistently achieved accurate record keeping of sales and adeptly communicated key customer interactions.
- Actively sought out and established relationships with potential clients to expand the sales pipeline.
- Successfully prepared and qualified targeted prospect accounts/leads in alignment with internal benchmarks.
- Drafted compelling emails and called prospects to generate curiosity about Truckstop.com's offerings.
- Facilitated communication between internal teams and external stakeholders to ensure alignment on business development initiatives.
- Monitored and reported on the effectiveness of business development strategies and tactics, suggesting adjustments as needed.
- Addressed customer questions and concerns regarding products and services.
- Worked closely with the sales team to develop strategies for achieving sales targets and increasing revenue.
- Assisted in the negotiation of contracts and agreements with clients and partners.
- Developed and maintained strong relationships with current and prospective clients to expand market presence.
Education
High School Diploma -
Boise State University
Boise, ID02.2006
GED -
Boise State University
Boise, ID01.2006
Skills
- Client relationship management
- CRM software proficiency
- Business development and planning
- Lead generation and development
- Sales strategy and pipeline management
- Contract negotiation and management
- Negotiation and conflict resolution
- Operations and logistics coordination
- Information collection and analysis
- Document and database management
- Data entry and recordkeeping
- Risk assessment and mitigation
- Decision-making and problem-solving
- Multitasking and Organizational skills
- Attention to detail and adaptability
- Team collaboration and mentoring techniques
- Verbal and written communication
- Networking and relationship building
- Discretion and confidentiality
- Strategic and financial management
References
References available upon request.
Languages
- English, Native/ Bilingual
- Spanish, Native/ Bilingual
Languages
English
Professional
Spanish
Professional
Timeline
Customer Success Manager (Bilingual)
BridgeHaul
03.2026 - Current
Client / Operations Specialist (Bilingual)
BridgeHaul
06.2025 - 03.2026
Business Development Manager (Bilingual)
BridgeHaul
02.2025 - 06.2025
Meal Coordinator / Mentor/ Social Media Manager
Breaking Chains Academy of Development
04.2023 - 01.2025
Factoring Account Consultant (Bilingual)
Ithrive Funding
06.2022 - 04.2023
Factoring Account Executive (Bilingual)
Truckstop.com
08.2019 - 06.2022
Business Development Representative (Bilingual)
Truckstop.com
01.2019 - 08.2019
High School Diploma -
Boise State University
GED -
Boise State University