Customer Service Management

Chris Santarini

Distribution Center Dispatcher, Warehouse Logistics Specialist, Professional

Delivery Driver

PO Box 1174 - West Sacramento, CA 95691

ab2twv@r.postjobfree.com - 916-***-****

Work Experience

Distribution Center Dispatcher, Warehouse Logistics Specialist, Professional

Delivery Driver

Shell Lubricants - West Sacramento, CA

March 2000 to December 2011

West Sacramento, CA; 3/2000 - 12-30-2011

Collaboratively work with Distribution Center (DC) Team to effectively deliver excellent customer

service and ensure efficient operations. Responsibilities include: Coordinating Safe on-time in-full

Delivery of Products to Customers, Managing Inventory; Establishing & Planning optimal delivery

routes; Championing Customer & Stakeholder Focus; and Effectively Communicating with Team.

Champion Customer and Stakeholder Focus

• Comply with all HSSE & DOT rules, regulations and Shell Standards & Procedures.

• Possess a deep understanding of customer/stakeholder needs ensuring delivery of exceptional

customer service.

• Establish and maintain mutually beneficial and responsive relationships with partners and other

stakeholders.

• Consistently deliver on promises to the customer resulting in strong long-term relationships

that are built on trust, credibility and understanding.

• Assess and manage dissatisfied customers in a positive way.

• Manage customer orders and inquires efficiently and accurately.

• Correctly enter order information in to the system to ensure proper fulfillment of order.

• Prepare and maintain Journey Management Plans to ensure safe delivery to our customers.

Teamwork and Effective Communication

• Work collaboratively with team members to achieve shared goals.

• Encourage and support team member contributions to help improve the teams' effective

performance.

• Effectively represent the team to stakeholders and other teams.

• Able to work as a part of a team with minimal supervision.

• Communicate openly and honestly to build a strong relationship with all stakeholders and to facilitate

a better understanding of the business.

• Effectively utilize negotiating and influencing skills to support the business.

Professional Delivery Driver & Warehouse Order Fulfillment Specialist

Shell Lubricants - West Sacramento, CA

October 1990 to October 2000

Safely delivered product and provided excellent customer service to support growth in the business.

Responsibilities included: Delivering Bulk & Packaged Product; Managing Inventory; Fulfilling Order;

Developing Long-Term Relationships with Internal and External Customers.

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Customer Service and Stakeholder Focus

• Comply with all HSSE & DOT rules, regulations and Shell Standards & Procedures.

• Manage customer orders and inquires efficiently and accurately.

• Clearly understand customer base and their needs.

• Assist with monthly inventory;

• Maintain an excellent driving record.

Special Projects/Accomplishments

• Developed Sacramento Distribution Center Journey Management Plans/Templates identifying

critical HSSE considerations at over 175 customer locations.

• Coordinated Waste Management and Waste Minimization Efforts resulting in recognition for

Stretch Wrap Recycling Project by the City of Sacramento.

Yard Supervisor

GV Contractors - Healdsburg, CA

April 1987 to July 1990

Managed operations including:

• Established inventory control system and maintained adequate inventory of supplies.

• Communicated safety expectations to employees and contractors.

• Coordinated with Job Superintendents.

• Conducted troubleshooting of operational issues.

• Developed and implemented improvement and cost-saving strategies.

• Maintained equipment.

• Conducted housekeeping in yard.

• Ordered equipment and supplies.

• Obtained and utilized Class A Commercial License.

• Participated in team building activities.

Crime investigator responsible for investigating crimes

US Air Force Police - US Air Force - Marysville, CA

March 1983 to March 1987

on Air Force Base, processing evidence,

interviewing witnesses & suspects, Testifying in court, interacting with military & civilian personnel.

Education

Crimnal Justice

Yuba Collage - Marysville, CA

1986 to 1987

Crimnal Justice

US Air Force Collage Courses - Beale AFB, CA

1983 to 1987

High School Diplma

Piner High - Santa Rosa, CA

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1975 to 1978

Additional Information

COMPETENCIES

• Effective Communication

• Teamwork

• Problem Solving

• Conflict Management

• Establish Relationships & Build Trust

• Warehouse Management

• Inventory Management

• Operations HSSE

• Change Management

• Logistics Support

• Safe Driver

• Value Differences

• Energized by Challenges

• 21 Years Warehouse Experence

• 8 Years of Superivisor Experence

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