Manager Customer Service

Michael W. Armour

*** ****** *****, ********, ** 30736 (c) 423-***-**** **************@*****.***

Operations / Logistics Management

Logistics Management executive with 11+ years of experience in many areas of the Transportation industry, including Operations, Safety, Training, Human Resources, DOT Compliance and Maintenance. Well versed in Multiple-Site operations, possessing strong organizational and interpersonal skills while exemplifying integrity, discretion, and ethics with a strong focus on continuous process improvement.

EXPERIENCE HIGHLIGHTS

Professional Accomplishments

• Planned and executed work flow analysis of warehouse and shipping areas to decrease non-value added steps for shipping personnel.

• Developed and facilitated a nationwide training curriculum to ensure total compliance with professional and government standards within the transportation industry.

• Planned and implemented the trailer management system across an entire division located at multiple sites with hundreds of real-time users.

• Completed Green Belt and Black Belt Training to use Lean Six Sigma principles to improve efficiencies and reduce costs within my areas of responsibility. These principles can be effective in any industry or work environment.

• Implemented data collection practices for use of investigative purposes to proactively target and improve client service issues.

• Obtained Certified Transportation Professional designation given by the National Private Truck Counsel which acknowledges expertise across several competencies including Human Resources, Finance, Maintenance, Operations, and Safety.

• Developed job descriptions, recruited qualified personnel, and evaluated performance of subornate supervisors.

Organizational Accomplishments

• Refined hiring practices of operation while increasing expectations of employees including termination if not able to meet core expectations.

• Created and implemented a comprehensive inventory control system in our Service Center

• Developed a strategic plan for expanding the delivery area while minimizing the capital expenditures necessary to complete the project.

• Operated within the mandated budget, making necessary modifications including labor, equipment, and the delivery system for more efficient operation to reduce cost and improve customer service

Adaptability/Flexibility

• Bilingual speaking Spanish and English.

• Versatile with multi-media devices such as Whiteboards, LCD projectors, and web conferencing, along with Power Point, MiniTab, and other software and hardware used for training, presentations, and data analysis, including Microsoft Office Programs, dispatch software, multiple email programs, etc.

• Comfortable training and communicating with hourly employees as well as senior executives

• Able to multitask and learn anything necessary for success

EMPLOYMENT HISTORY

Service & Distribution Manager, SRI Surgical, Inc., Chattanooga, TN 2011 to 2012

Operations Manager, Ferrellgas, L.P., Chattanooga, TN 2009 to 2010

Distribution Transportation Manager, Shaw Industries, Inc., Dalton, GA 2006 to 2008

Transportation Training Manager, Shaw Industries, Inc., Dalton, GA 2002 to 2006

Breakdown Logistics Coordinator, US Xpress, Chattanooga, TN 2002

Heavy Equipment Transporter/Operator, ERMC, Chattanooga, TN 2001 to 2002

Owned/Operated Michael Armour Trucking, Chickamauga, GA 1999 to 2002

EDUCATION

• 2002, Bachelor of Science in Organizational Management, Covenant College, Lookout Mountain, GA

• 2006, Green Belt for Six Sigma, Shaw Industries, Inc., Dalton, GA

• 2008, Black Belt for Six Sigma with Lean Concepts, Shaw Industries, Inc., Dalton, GA

• Pursuing Black Belt Certification, Acuity Institute, March 2012

• Pursuing Masters of Business Administration, Bryan College, Dayton, TN, June 2012

LICENSES

Class A Commercial Driver’s License, Including Tanker, Doubles/Triples, HazMat, Passenger Endorsements

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