William C. Bell

LOGISTICS DIRECTOR BUSINESS MANAGEMENT

STRATEGIC PLANNING

*** ********* ** *********, ** 14619

585-***-****

ad40zg@r.postjobfree.com

PROFESSIONAL SUMMARY

Top performing, dynamic, and results-driven leader offering 18+ years of experience in strategic planning, business management, customer support, logistics & supply chain operations, and cross-functional team leadership. Proven track record of planning, coordinating, and executing leading-edge logistics and shipping solutions that promotes customer satisfaction and drives magnificent KPIs.

Strategize, plan, and execute a variety of logistics operations from concept to execution; deepening client engagement and growing the sales pipeline; overseeing all aspects of planning, execution, and implementations that maximize business outcomes, customer and prospect engagement, and return on investment.

Innovative leader with exceptional skills in addressing customer concerns, driving regulatory compliance, advancing continuous improvement, and creating significant cost savings. Provided team leadership across the Northeast with the focus on customer satisfaction & retention and drastic churn reduction.

Track record of success in overseeing the entire life-cycle of logistics and supply chain from production to distribution while developing positive business relationships with clients. Continually monitor production availability and follow up on support teams to ensure targets are consistently met.

Very flexible, and able to adapt quickly to new industry trends, build key relationships and collaborate with high-performance teams to meet/exceed corporate objectives.

CORE COMPETENCIES

PROFESSIONAL EXPERIENCE

Logistics Manager December 2017- Present

Bellzone Freight Logistics: 160 Winbourne Rd Rochester, NY 14619

Oversee all core business activities from strategic planning, operations management, customer support, human resources, and financial management.

Drive business operations by Identifying operational inefficiencies and made recommendations for process improvements.

Implement a State-of-the-Art Logistics platform that adheres to a strict delivery of services.

Boost KPIs through excellent service delivery and customer retention.

Manage a team of 7 people; monitoring and making sure my team adhered to first call resolution, making sure all customers are treated with the utmost courtesy and respect.

Streamlining logistics strategies to optimize product delivery to customers and carriers.

Enhance product workflow by analysing and developing logistics plans that affect production, distribution, and inventory.

Create and review procedures for distribution and inventory management to maximize customer satisfaction and minimize cost. `

Spearhead business transformational initiatives and ensure the team met or exceeded sales targets.

Forecast new processes for production schedule to ensure quality and deadlines were met in a timely fashion.

Facilitate inventory practices to ensure accurate product was received and shipped to appropriate customers.

Orchestrate performance recognition plans to drive employees’ commitments to meet and exceed targets.

SUPERVISOR January 2013 - January 2017

Verizon Wireless – 133 Calkins Rd Rochester, NY 14623

Managed a team of individuals responsible for receiving, documenting, and resolving customer support calls, via email and phone, for all Verizon Customers.

Managed Tech reps Call queue/ workstation queue through an Access Monitoring hub.

Provided exceptional telephone etiquette and a sense of compassion and urgency to resolve customer concerns.

Assured peak performance of the team through continued training and coaching, coupled with regular performance evaluations.

Responsible for troubleshooting; upgrading; administering these platforms with multiple customer accounts systems.

Maintained system platform applications, provided support to a varied user community, updated daily logs with site-specific information, and composed clear, concise reports for system documentation.

Directed the performance and development of the employees in their department.

Cross-trained and backed up other customer service managers.

Met all customer call guidelines including service levels, handle time and productivity.

TECHNICAL SUPPORT REPRESENTATIVE May 2009 - December 2014

VERIZON WIRELESS – 133 Calkins Rd Rochester, NY 14623

Actively listen to each customer with patience and courtesy.

Built customer relationships; earn their loyalty and trust by being polite and helpful.

Troubleshoot and utilized communication skills to resolve customer’s concerns related to service.

Analyzed and isolated trouble conditions while keeping the customer up-to-date on status.

Maintained service order and trouble report status in various databases.

Negotiated dates, times and access arrangements to resolve customer service order fallout and trouble reports.

Elicited knowledge of communication networking components.

CUSTOMER SERVICE ANALYST May 2004-April 2009

VERIZON WIRELESS – 133 CALKINS RD ROCHESTER, NY 14623

Responded to customer inquiries in a call centre environment.

Responded to complaints using standard scripts and procedures.

Gathered information, researches/resolves inquiries and log customer calls.

Communicate appropriate options for resolution in a timely manner.

Informed customers about services available and assesses customer needs.

Provided functional guidance, training and assistance to lower-level staff.

Provided assistance, training and troubleshooting support to lower-level staff.

Scheduled work to ensure accurate phone coverage; monitors priority of calls and shifts escalated calls to assure resolution to problems.

Prepared standard reports to track workload, response time and quality of input.

Assisted in planning and implementing department goals and make recommendations to management to improve efficiency and effectiveness.

Served as a strong leader of customer support staff.

Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.

CREDIT ANALYST MANAGER Oct 2002-Jan2003

SENTRY SAFE

Oversaw entire credit granting process, including the consistent application of a credit policy, periodic credit reviews of existing customers.

Assessed the creditworthiness of potential customers, with the goal of optimizing the mix of company sales and bad debt losses.

Promptly responded to inquiries and requests from prospective customers.

Trained staff on operating procedures and company services.

Identified individual development needs with appropriate training.

Followed through on all critical inter-departmental escalations to increase customer.

EDUCATION

ROBERTS WESLEYAN 2007

BACHELORS DEGREE IN BUSINESS MANAGEMENT

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