Description
AREAS OF EXPERTISE Customer Relationship Management Budgeting and Cost Controls Regulatory Compliance/DOT Project Management P&L Management Vendor Negotiations Supervision & Team Building QUALIFICATIONS SUMMARY Demonstrated success interfacing at all levels to include customers, employees, peers and senior management. Dedication to achieving high client satisfaction through proactive workflow planning and administration. Skilled at reducing labor costs by implementing policies and procedures to enhance productivity. Strong ability to assess situations to determine how to mitigate risk without sacrificing advancement. Reputation for creating an exceptional customer experience with integrity and enthusiasm. PROFESSIONAL CHRONOLOGY OPERATIONS MANAGER Marshall/ Coldwater, MI * 2013 - 2016 MTS Transportation Provided both strategic leadership and day-to-day support to Corporate functional areas. Conceptualized, developed, and introduced strategic, operational, and organizational initiatives. Assessed systems data and report findings to advise senior management of key economic and portfolio trends as well as recommended business practices that support corporate objectives. Created, implemented, and streamlined procedures and systems to significantly improve productivity and efficiency while reducing operational costs. Monitored and analyzed customer satisfaction, developed and implemented training programs, and established policies for customer inquiries and sales. Operations Management. Identified performance improvement opportunities and provided effective feedback, coaching, training, professional development, and corrective action plans. HOGAN DEDICATED SERVIICES Fleet Manger We do all the Target DC 78 stores out bounds loads out and back hauls in to the DC. Galesburg, Mi 2011 - 2013 Talent Management: Executed strategic plans in partnership with senior management for talent acquisition, retention, and succession planning. Accountable for linking HR programs to Corporate strategic business plan to drive key performance initiatives. Strategic Planning. Created, managed, and implemented strategic and tactical plans for daily operations-conceived and implemented "Smith System" safety program. Regulatory Compliance. Identified and established priorities to ensure compliance with corporate standards, regulatory requirements, service levels, and revenue targets. DISTRIBUTION MANAGER Albion, MI * 2010 - 2011 Continental Carbonic Directed operations including but not limited to hiring and managing employees, marketing products and services, analyzing and driving sales volume, identifying and solving business problems, creating and implementing competitive strategies, and managing productivity standards. Trained, developed, motivated, coached, and evaluated qualified staff. Coordinated driver schedules in compliance with DOT regulations and guidelines. Managed multifaceted financial operations and analysis and reported relevant information to management to communicate financial position. Hired, supervised, and coached staff of 45, achieving 95% retention rate. Talent Management: Executed strategic plans in partnership with senior management for talent acquisition, retention, and succession planning. Accountable for linking HR programs to Corporate strategic business plan to drive key performance initiatives. Strategic Planning. Created, managed, and implemented strategic and tactical plans for daily operations-conceived and implemented "Smith System" safety program. Regulatory Compliance. Identified and established priorities to ensure compliance with corporate standards, regulatory requirements, service levels, and revenue targets. SHIFT MANAGER Kalamazoo, MI * 2008 - 2010 B&B Trucking Led development and execution of superior customer service and high team performance. Trained, developed, motivated, coached, and evaluated qualified staff. Built high performance team that effectively support customer programs, products, and services. Worked closely with all levels of employees by fostering strong communication channels and developing programs to improve and motivate performance. Change Management. Established and developed a culture of customer service excellence and satisfaction by introducing measurement strategies and multiple continuous improvement initiatives. Performance Management. Diagnosed performance improvement opportunities to provide meaningful feedback, coaching, training, professional development, and corrective action plans. OPERATIONS MANAGER Coldwater, MI * 2005 - 2008 MTS Transportation Provided both strategic leadership and day-to-day support to Corporate functional areas. Conceptualized, developed, and introduced strategic, operational, and organizational initiatives. Assessed systems data and report findings to advise senior management of key economic and portfolio trends as well as recommended business practices that support corporate objectives. Created, implemented, and streamlined procedures and systems to significantly improve productivity and efficiency while reducing operational costs. Monitored and analyzed customer satisfaction, developed and implemented training programs, and established policies for customer inquiries and sales. Operations Management. Identified performance improvement opportunities and provided effective feedback, coaching, training, professional development, and corrective action plans. CUSTOMER SERVICE REPRESENTATIVE/ADMINISTRATOR Coldwater, MI * 2002 - 2008 Amerigas Propane Cultivated positive and productive relationships while exceeding performance requirements, including customer satisfaction levels. Orchestrated exceptional service delivery to resolve complex customer inquiries. Conducted customer needs assessment and analysis to provide suitable product recommendations. Addressed various customer inquiries to positively enhance the customer experience. Accurately recorded and tracked data used to identify and analyze customer outcomes. Performance Trend Analysis. Monitored customer service results to evaluate success and adjust strategies as appropriate. Analyzed and set personal goals and reviewed results to improve customer service. DISPATCHER/OPERATIONS Tekonsha, MI * 2002 - 2005 Republic Service Coordinated utilization of trucks, drivers, and containers to maximize capacity and productivity while promoting prompt and effective customer service. Assigned live loads to drivers based upon designated route and driver location. Updated, prepared, and dispensed daily route schedule. Gathered and maintained route sheets documenting pick-ups including scheduled, missed stops, and extra pickups. Collaborated with personnel to ensure daily responsibilities associated with scheduling and dispatch were performed with high degree of excellence. Customer Relationship Management. Achieved and maintained high customer retention rate by exceeding Corporate objectives by introducing innovative routing practices. GENERAL MANAGER Tekonsha, MI * 1998 - 2002 S&L Trucking Oversaw multifaceted operations including, but not limited to, managing employees, identifying and solving business problems, and managing performance standards.
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