Customer Service Manager
Resume:
JAMES W. OLIVER
Williamstown NJ *****
***.*********@*****.***
OBJECTIVE
To acquire a position in Operations Management.
STRENGTHS
Air Force veteran who is an effective decision maker in high stress situations. Highly effective problem solver,
excellent oral and written communicator, computer literate and able to relate well with people of all ages and
backgrounds to motivate and train. Works well under pressure and with others, flexible, dependable and loyal.
EXPERIENCE
Griffith Energy Services
OPERATIONS MANAGER 2011 - 2012
Manage the day to day operation of an oil, propane and HVAC facility.
Oversee the delivery and service dispatchers to ensure all w/o’s and deliveries are on time and accurate
Assures drivers and techs are routed efficiently and understand growth & customer service are TOP priorities.
Provides effective leadership by influencing a team–work environment built on support, training and motivation.
Responsible ensuring customer calls are handled accurately, quickly, and professionally.
Responsible for hiring, employee training, and performance evaluation of all personnel.
Ferrellgas
OPERATIONS MANAGER 2010 - 2011
Applied effective leadership through teamwork and motivational techniques
Assured service technicians are routed efficiently and understand growth and customer service agenda
Supported sales department to achieve sales objectives.
Ensured all safety and regulatory compliance standards are maintained
Coordinated asset repair and maintenance to administer an effective operational platform
Recruited, trained and evaluated service and delivery employees
Inergy Propane LLC (Modern Gas Company) 2003 - 2009
BRANCH MANAGER - DIVISION DELIVERY CONTROL COORDINATOR
Directed the transport of fuels from suppliers to end-customers ensuring on-time deliveries
Effectively managed union employees for more than five years in a successful environment.
Co-negotiated union contracts and was responsible for the branches annual budget and monthly P & L’s
Directed and led managers and staff on productivity improvements and delivery control practices
Reduced overtime expense by half by revision of delivery and service procedures
Maintained and developed inventory control standards
Executive Aircraft Corporation 1999 - 2003
MANAGER OF FBO OPERATIONS
Directed Fixed Base Operation (FBO) procedures and served as contact for service inquiries.
Liaison to security issues between Executive Aircraft, Wichita Airport Authority and surrounding airports.
Developed and maintained service contracts with airlines and independent customers.
Ensured training and company-wide safety requirements were in compliance.
Responsible for departmental budget and monthly operating report
Maintained an accident-free environment through training and frequent safety meetings
United States Air Force 1979 - 1999
FUELS MANAGER
Planned, directed, and coordinated storage and distribution operations.
Transport liquid chemicals, liquid petroleum products between pipelines, tank cars and trucks.
Performed quality control duties through operations
Managed wartime assets and maintained multi-million worth of deployment materials and equipment.
Member of Air Force ECAMP (Environmental Compliance and Management Program) Inspection team.
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JAMES W. OLIVER
Williamstown, New Jersey 08094
***.*********@*****.***
EDUCATION and CERTIFICATIONS
Bachelor of Science – Business Quality Management Southwestern College, Winfield KS
Associate in Applied Science – Logistics Community College of the Air Force
Fuels Specialist/Management Course(s) United States Air Force
Specialized Training – CDL-A, Environmental Compliance
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SPECIALIZED TRAINING
CETP Proctor
CETP Vapor Distribution Systems
CETP Propane Delivery
CETP Plant Operations
CETP (Certified Employee Training Program) Basic Principles and Practices
CDL-A Hazmat
Highway Watch - Train the Trainer
FBO Management Training 40 hrs
Writing Performance Work Statements 24 hrs
Air Force Task Certifier Course 8 hrs
Process Action Team Course 24 hrs
Non-Commissioned Officer Academy 240 hrs
Non-Commissioned Officer Leadership Training 240 hrs
Professional Military Education Course 21.5 hrs
OJT Trainer Supervisor Course 24 hrs
Fuels Specialist Course Management 240 hrs
Fuel Specialist Course (Technician) 208 hrs
Fuel Specialist Course (Apprentice) 208 hrs
HM126F – Train the Trainer
Hazardous Waste Operations and Emergency Response 40 hrs
Hazardous Materials Incident Response Operations (165.5) 40 hrs
Operations Level Emergency Response Workshop 8 hr
Annual Review RCRA Personnel Training Workshop 8 hrs
Exercise Evaluation Team Training Class 40 hrs
Equipment Custodian Training 8 hrs
Environmental Awareness Seminar 16 hrs
Hazardous Materials Technician Course 40 hrs
Collection Point Management Training 8 hrs
Uniform Hazardous Waste Manifest workshop 8 hrs
Health and Safety Training Supervisors of Hazardous Waste Workers 8 hrs
COR Contracting Course 16 hrs
DOT Hazardous Materials Employee Requirements (HM-126F) 24 hrs
Hazardous Waste Site Activities 40 hrs
Awards & Decorations
Air Force Achievement Medal for Meritorious Service (x2)
Air Force Outstanding Unit Award with Five Oak Leaf Clusters
Air Force Good Conduct Medal with Five Oak Leaf Clusters
Armed Forces Expeditionary Medal
National Defense Service Medal
Air Force Suggestion Program – Use of a “Toxic Ticket” for Documenting Hazardous Waste Discrepancies, Low Point
Warning Notice for Type III Fuel Systems, Additional Reference Material for Fuels Expediters to Improve Response
Time & Nozzle Splash Back Guard, Small Arms Expert Marksmanship Ribbon with One Bronze Star
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