Customer Service Manager
Resume:
Rodney Criswell
Director of Operations
Monticello, KY
**************@*******.*** - 606-***-****
I'm seeking a new career path that will greatly benefit from my 18 years of experience in Transportation
Operations Management as well as my education. Due to the down turn in the economy, my previous employer
moved their operations and my position was eliminated in May 2012. In August 2012, I began attending
Somerset Community College full time where I will complete my Associate in Applied Science (AAS) degree in
Network Administration in December 2014. The remainder of my classes are online and allows me the ability
to seek full time employment.
WORK EXPERIENCE
Terminal Manager
Norrebern's Truck Service - Danville, KY - June 2011 to May 2012
Managed all employees as well as the daily operations of a small LTL fleet consisting of approximately 30 LTL
Drivers, 4 Line Haul Drivers, 1 dispatcher, 1 Dock Supervisor, and 4 Dock Workers in a facility with twenty dock
doors. I also assisted Human Resources in the hiring process of all employees. I identified LTL routes that had
room on the trailer for more freight and went out and made sales call to help better utilize our equipment. I also
routed the LTL shipments daily and on also assisted in the loading and unloading of trailers whenever needed.
Director of Operations
Super Service, LLC Temp Control - Okahumpka, FL - November 2008 to September 2010
Managed the operation of a fleet of 350 tractors and 500 refrigerated trailers to ensure maximum utilization of
each unit while controlling costs and maintaining budget.
I also assisted Human Resources in the hiring process of all employees.
Supervised 30 direct-reports in both Operations & Customer Service and approximately 400 driving
employees.
Built relationships and trust with customers while resolving any major issues pertaining to the customers as well
as all driving and non-driving employees such as service issues, freight claims, and billing or payment issues.
Business Development Mgr. / Operations Liaison
Super Service, Inc - Somerset, KY - November 2007 to November 2008
Reported to the V.P. of Operations.
Served as a Liaison between Sales and Marketing and the Operations Department.
Determined geographical needs for freight and solicited business from clients in respective areas in order to
maximize loaded or billable miles to maximize utilization of assets and increase profits.
Worked directly with each Sales Rep to develop new business as well as assist with the pricing and negotiation
of contracts.
Worked directly with Customers regarding all aspects of each client's specific needs regarding pricing, capacity,
service, etc.
Terminal Manager
Super Service, LLC - Ellenwood, GA - August 2007 to November 2007
I lead all day to day operations while managing all office and maintenance employees including: Driver
Managers, Instructors, Recruiters, Shop Foreman, & Mechanics. Met or exceeded all Driver Hiring Goals and
also developed new business.
Director of Operations & Customer Service
Super Service, LLC Temp Control - Okahumpka, FL - April 2003 to August 2007
Managed the operation of a fleet of 350 tractors and 500 refrigerated trailers to ensure maximum utilization of
each unit while controlling costs and maintaining budget.
Supervised 30 direct-reports in both Operations & Customer Service and approximately 400 driving
employees.
Built relationships and trust with customers while resolving any major issues pertaining to the customers as well
as all driving and non-driving employees such as service issues, freight claims, and billing or payment issues.
Fleet Manager / Load Planner / Customer Service Representative
Super Service, LLC - Somerset, KY - May 1996 to April 2003
Fleet Manager
Supervise and retain a fleet of approximately 75 truck drivers as well as 2 Driver Managers. Provided
excellent customer Service and On Time Delivery, Controlled costs by minimizing deadhead and maximizing
the utilization of equipment, Co-ordinate load planning & also worked closely with both Customer Service &
Marketing Departments.
Load Planner
Maintained freight / truck balances within specific regions of the United States, Responsible for making sure
each load was picked up and delivered on time while abiding by Federal D.O.T rules and regulations. Minimized
costs and maximized profitability by controlling deadhead and maximizing the utilization of equipment. I also
would negotiate rates with Customers as well as Freight Brokers to maintain a maximum rate per mile when
needed, Manage Local Drivers, Maintain customer trailer pools, Worked closely with both
Customer Service and Marketing Departments.
Customer Service Representative
Built long lasting relationships with multiple customers by providing them with excellent customer service,
Booked and entered customer load tenders into the computer system, Scheduled pick up and delivery
appointments, Tracked all load tenders from pickup until delivery while communicating with the customer
throughout the entire transit time, Handled all reporting related to service using EDI as well as customer web-
based applications.
Office Manager
Monticello Freight, Inc - Monticello, KY - January 1995 to May 1996
Prepared and sent out all Freight Invoices. Managed all accounts receivable and also handled collections. I
prepared and filed Quarterly FuelTaxes. I worked closely with all customers and managed all EDI transactions.
EDUCATION
Currently Enrolled to achieve an AAS in Information Technology Network
Administration
Somerset Community College - Somerset, KY
2012 to 2014
High School Diploma in General Education
Wayne County High School - Monticello, KY
1989 to 1993
SKILLS
Organized, self-starter professional that is goal oriented and profit driven. Effectively lead manage, and mentor,
30+ office employees and 350+ driving employees. Create, manage, and maintain budgets as well as P&L
statements. Ability to maximize the utilization of all company assets by minimizing empty miles, reducing
operating costs, improving fuel economy and reducing driver turnover. Possess excellent Customer Service
skills with the ability to sell service and negotiate rates accompanied with the background and knowledge
needed to ensure customers are provided with the service they pay for. Proficient in the use of various
Transportation Management Software Systems such as Manhattan Associates, Lean, Innovative Computing
Software, AS400, EDl, and various others. Proficient in the use of all Microsoft Office components. Possess
knowledge of Federal D.O.T rules and regulations. Possess Target Selection Interviewer Certification. Possess
Drug and Alcohol reasonable suspicion training certificate.
ADDITIONAL INFORMATION
I also have the following certifications.
Net + Certification from Somerset Community College
A+ Certification from Somerset Community College
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