Customer Service Manager

FERNANDO OCHOA

**** **** **** ***** . *******, Illinois, 60638

773-***-**** . ******@*******.***

WAREHOUSE / OPERATIONS/ LOGISTICS MANAGER: TRANSPORTATION

Skilled leader combining more than 20 years of operational, warehouse, and

transportation management experience to positively impact the performance

of various corporations. Known as an effective problem solver with unique

ability to think analytically and creatively. Proven effectiveness in

coping within a fast paced environment while handling multiple priorities.

Key Competencies and Skills

Customer Service . Quality Assurance . Safety Awareness Programs . Bar

Coding . Productivity/Process/Efficiency Improvement . Inventory Control .

Regulatory Compliance . Budget Planning ( Six Sigma Trend Analysis ( DOT

Regulation

ISO 9000 ( On Time Delivery . Troubleshooting . Fleet Operations (

Inventory ( In Bound/Out Bound Freight Flow (

Leadership/Training . Cost Reductions . National Account Management . KPI .

Bilingual

PROFESSIONAL EXPERIENCE

CHICAGO TRANSIT AUTHORITY (CTA), Chicago, Illinois . Present

Transportation Manager

CTA operates the nation's second largest public transportation system and

covers the City of Chicago and 35 surrounding suburbs.

. Monitor and coordinate all functions and activities of Bus Operations,

which includes all garage operations, bus service management,

supervision and bus instructions.

. Provide customer support to the public with solutions and suggestions

of accommodating customer needs.

. Instruct on policies, goals, and objectives to the Bus Operators, to

ensure we deliver to our customers the best service daily.

. Analyze the needs of Bus Operators accordingly to on-street service

delivery with choice of man power.

. Coordinate all union discipline hearings for Bus Operators.

. Ensure that all Bus Operators are in compliance with all CTA rules and

procedures.

. Conduct field inspections to ensure all bus operators are in

compliance of CTA rules and procedures.

INTERSTATE BRANDS, Schiller Park, Illinois . 2010-January 2013

One of largest wholesale bakers and distributors of fresh delivered bread

and snack cakes in the United States.

Sr. Logistics Manager

. Responsible for the management of the day-to-day operations, working

with sales and production for a large union bakery facility and Hub.

. Planning and scheduling the delivery of goods and material handling

equipment.

. Responsible for managing the pick pack operation and loading of

trailers.

. Responsible for managing a staff of over 50 employees that include

drivers, warehouse staff and supervisors.

. Negotiating the service of 3rd party carriers.

. Identifying and delivering operational cost reduction and cost

avoidance initiatives.

. Planning and coordinating all transportations needs accordingly.

. Monitor inventory accuracy on a daily basis to ensure KPI goal 98.9%

is met.

. Managed and communicated with all bakeries to ensure proper delivery

of product.

. Ensuring that all KPI goals are achieved and SOP's are followed.

. Completing and filing all compliance documentation for distribution of

goods.

. Responsible for hiring and discipline of employees.

. Manage all safety meetings and teams within department to ensure

safety.

Key Achievements

. Developed and implemented new process to reduce cost in a pick-pack

operation that improved delivery time from 87.5% to 99.8% in 2011.

. Maintained with different bakeries, carriers and vendors on new

opportunities for operational needs resulting in company savings of

$1.5M for the Schiller Park, IL, Bakery and Hub, by lane optimization

and max cube utilization.

. Designed and implemented inventory accuracy from 95.3% to 98.5%,

through physical and cycle count inventories.

PUROLATOR COURIER USA, Itasca, Illinois . 2008-2010

Large Canadian freight shipping company with various branches throughout

the United States.

Service Quality Manager

. Responsible for shipping and receiving of product.

. Managed warehouse staff, supervisors, customer service, and 3rd party

carriers.

. Managed a $2.5M warehouse operation budget for ORD facility.

. Communicate within the organization to provide billing support and

set up of new customers.

. Analyze customer feedback on a weekly basis to improve customer

service.

. Responsible for reducing cost with max cube utilization working with

other facilities.

. Ensure that compliance is met with DOT, TSA, OHSA, and Customs.

. Budget planning and maintaining line haul cost.

. Responsible for hiring, training, reviews and payroll of employees.

. Direct and lead any new customer set up with sales representing over

$10M.

. Ensure that all KPI goals are met and safety of warehouse.

. Managed all warehouse operations, customer services and delivery of

customer product.

Key Achievements

. Reduced labor overhead by 10% and increased load efficiency by 20%

within operation standards.

. Met on time delivery service from 94.5% to 99.1% by collaborating with

multiple carriers and different departments.

. Implemented protocols for goal setting, metrics, measurements,

development, feedback and evaluation of the facility.

. Generated $2.5M yearly savings by launching in house LTL and TLD

carrier programs thru rate negotiation.

. Led the air certification project for the branch and worked with TSA

to achieve air cargo shipping certification.

. Designed and implemented safety awareness program and team to achieve

an injury free work environment.

. Enhance new scheduling procedures to increase productivity from 750

packages to 850 packages per hour.

. Named Branch of the Year for 2009.

BNSF RAILWAY, Chicago, Illinois . 2005-2007

Import and export United States Railway Company with multiple connections

across United States.

Operations Supervisor

. Supervised day to day fleet and freight train operations for incoming

and outgoing train movement.

. Managed all rail yard duties placing, pulling cars, inbound or

outbound traffic, train schedules, moving cars, performing

inspections, and making repairs.

. Monitor and report on various aspects of en-route functions.

. Ensured compliance with Federal Railroad Administration.

. Responsible for daily on time departures to multiple yards.

Key Achievements

. Developed and implemented safety awareness programs to ensure safe

operations by auditing all operations.

. Consolidated freight from 16 to 20 trains per day to 10 to 15 trains

per day reducing overall costs.

. Completed 672 consecutive on time departures.

BEST BUY, Carol Stream, Illinois . 2004-2005

Large company specializing in consumer electronics. Specific facility

supplied local Illinois and Wisconsin stores with products.

Distribution Supervisor

. Direct all warehouse operations including warehouse profitability,

trend analysis, bar coding, shipping, receiving, and supervising 18

employees.

. Provide superb customer communications/service to quickly

troubleshoot issues and maintain customer satisfaction to 100% daily.

. Ensure inventory supplies through physical, cycle counts and

maintained safety while working to continuously improve operational

efficiency and productivity.

. Responsible for operational, LP and HR initiatives.

Key Achievements

. Developed and launched a safety awareness programs and team resulting

to injury free environment.

. Implemented distribution procedures that ensured accurate picking and

shipping of outgoing goods which improved customer service ratings and

reduced operational costs.

FEDEX GROUND, Bedford Park, Illinois . 1997-2004

Large 650,000 square foot hub facility for worldwide transportation

company.

Sr. Manager

. Accountable for the entire Hub facility with incoming, outgoing goods,

inbound, outbound freight, set goals, and objectives, 10+ supervisors,

120+ hourly employees and other support staff.

. Developed and delegate operational plans and all warehouse and Hub job

functions to meet daily, weekly and monthly goals to the team.

. Managed warehouse and Hub operational productivity and worked to

continuously reduce damaged packages and increase our Quality

Assurance goal to 100% daily.

. Responsible package picking accuracy through the introduction of new

methods with handle held scanners resulting in error-free to 99.7%.

Key Achievements

. Implemented proper training and effective safety programs to reduce

workers compensation costs to 99.8% and improve employee morale.

. Developed and introduced improved productivity methods and standards

to meet company's goals and overcome low output numbers.

. Improved accuracy by 20% resulting in a 98.7 % rating through

standardized fulfillment and loading procedures.

. Awarded Service Manager of the Year 2000 for motivation, low turnover

rates, high staff retention and operational goals.

EDUCATION / TRAINING

Robert Morris University, Chicago, Illinois

Bachelor Degree in Business Administration with a concentration in

Management

Hazmat Training . TSA Air Cargo Rules and Regulations . Leadership .

Environmental Health and Safety

TECHNICAL SKILLS

Microsoft Office . TMS . SAP . WMS . SMS . AS/400 . BLISS .AVAS . RTBMS

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