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Customer Service Sales

Location:
Canton, MI, 48184
Posted:
August 27, 2012

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Resume:

PHILLIP GADILLE

***** *** *** *****

Canton, Michigan 48187

ab8sze@r.postjobfree.com 734-***-****

Career Direction Has Been Determined Based On Formal Education, Related Professional Training, Diverse Hands-On

Experience And An In-Depth Interest In…

• BUSINESS & OPERATIONS MANAGEMENT •

Areas Of Expertise Include, But Are Not Limited To…

- SERVICE CENTER & FIELD SERVICES MANAGEMENT -

- OPERATIONS / FACILITIES / PLANT / LOGISTICS MANAGEMENT -

- STRATEGIC BUSINESS PLANNING / SCHEDULING & CONTROL - FINANCE & ACCOUNTING -

- PRODUCTIVITY & QUALITY MANAGEMENT - SECURITY / SAFETY / PUBLIC SERVICES -

- SALES & NEW BUSINESS DEVELOPMENT - STAFF SELECTION & TRAINING -

- PUBLIC RELATIONS - CUSTOMER SERVICE -

Experienced In Operations And Activity In Support Of Corporate Service, Personnel And Financial Objectives… Very Effective In

A High Pressure Environment… Possess Proven People Skills… An Effective Motivator, Trainer And Team Builder… Creative,

Skilled And Very Competent… An Excellent Communicator, Both Written And Verbal…

Motor City Central, Detroit, Michigan.

With offices in all major metropolitan areas in the United States, the company operates approximately 2,500 facilities. The

company's clients include some of the nation's largest owners and operators of mixed-use projects, office buildings, hotels,

stadiums and arenas as well as airports, hospitals and municipalities.

Operations Manager, 2011 – Presently Serving.

Effectively manage eleven direct reports. Responsible for hiring, interviewing, disciplining, training, collective bargaining,

grievances and overseeing revenue control. Identify and manage staffing, productivity, daily management reports, security, safety

and human resources.

• Created an Employee Data Card which enables identification and tracking of 30 labor work force

activities. Established Best Demonstrated Practices (BDP's) for each activity and computed minimum

acceptable levels for each. This allowed concentration on the individuals not meeting standards. Through the

reporting process and the consistent managing of the activities of the Data Card, productivity increased by

over 25% within three months.

• Analyzed the traffic patterns, staffing and revenue of four major areas. Restructured the staffing to

mirror the patterns. In conjunction with the Data Card reports, the labor force was reduced by over 15%

during the first nine months.

• Developed Standard Operating Procedure (SOP) for insurance claim processing. This reduced the

reporting time on insurance claims from 72 hours to less than 12 hours, resulting in a projected $272,000

savings in expenses just for 2012.

Area Manager, 2010 – 2011.

Managed and directed 85 union employees. Effectively monitored facilities to ensure proper operations and minimize operational

delays. Was also responsible for cash control operations.

• Developed and instituted an End of Day Checklist to ensure all paperwork and reports were

completed on time and submitted properly. This procedure achieved 100% contract compliance.

• Created Facility Checklists to review maintenance issues, operational readiness of equipment and

ensure maintenance work was being completed with quality and on time.

• Instituted 3 Minute Meetings that allowed management to meet with each employee at the beginning

of their shift. This increased morale and provided the opportunity for the managers to ensure operational

compliance.

Additional Experience

Formal Education…

Page Two

PHILLIP GADILLE

Page Two Resume

DHL Express, Inc., Southfield, Michigan.

DHL Express is the global market leader in the international express business. Through a network spanning more than 220

countries and territories and more than 500 airports globally, they provide courier and express services to business and private

customers.

Field Services Supervisor, 2005 – 2009.

Supervised the day-to-day pick-up and delivery operation. Supervised, directed, hired, trained and disciplined staff. Responsible

for the recovery of all inbound materials from scheduled air and truck carriers, then ensured the delivery of outbound material to

the proper carrier or company. Assured proper handling, transportation and consignment of materials; oversaw the manifesting

and/or movement of materials, including transferring material from other locations; and maintained excellent communication and

cooperation with all service centers, airport personnel, customs officials and vendors. Ensured proper service center record-

keeping; assisted other service centers in solving delivery and account problems; investigated, answered and took appropriate

action with reference to customer issues; assisted customers in tracing shipments; and provided technical assistance to the sales

and customer service departments.

• Reduced and maintained workgroup labor costs by 10% over a 6 month period.

• Improved the Federal DOT Mandated Safety Training program from 50% compliant to 100%, all

within two months.

• Achieved #1 Ranking within the company by instituting weekly training and standardizing all record

keeping procedures.

• Eliminated "deliveries left behind" from 10% daily average to less than 1% within a one month

period.

Account Representative, 1999 – 2005.

Successfully managed and developed solid client relationships through excellent implementation of services, Supported the

development of new business by executing contract renewal and retention of key customer accounts. My efforts resulted in

achieving and exceeding revenue targets.

• Developed average accounts into major key accounts for DHL. One such account was increased from

$24,000 to $300,000 and another account from $12,000 to over $200,000. Achieved this by identifying and

developing trust and strong business relationships with the key decision makers.

• Was the two time winner of the Area Quarterly Sales Magnificent 7 Club and a five time winner of

the Area Monthly Sales Magnificent 7 Club. Both of these awards are top Regional Quarterly Sales Awards

that are presented in recognition of achieving the highest percentage revenue growth.

• Created the "World Freight" website that, within the first month, increased the efficiency for customer

use and doubled the revenue generated in World Freight Services.

Prior To Being Promoted, Valuable Experience Was Gained Successfully Serving The Company As

Service Center Manager…

FORMAL EDUCATION

University of Phoenix, Phoenix, Arizona, 2007

Bachelor of Science, Business Accounting, GPA 3.63

ADDITIONAL PROFESSIONAL TRAINING

Certified Zenger Miller "Dimensions of Leadership" Facilitator • Complex Rate Structures for Account Representatives

Account Development Strategies • Negotiations • Speak Easy (Presentations and Public Speaking) • Dimensions of Leadership Training

Handling Emotional Behavior in Discussions • Getting Good Information From Others • Getting Your Ideas Across

Covering the Basic Principles • Setting Job Standards • Teaching a New Job • Managing Change

Improving Employee Performance, Employee Performance - Follow-Up • Giving Recognition

Giving Constructive Feedback • Recognizing Positive Results



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