Customer Service Manager
Resume:
John Eric Nelson
*******@*****.***
Education
University of Houston 2009-Dec 2014
. Major: Supply Chain and Logistics
. Minor: Global Business
Professional Experience
Pronto Delivery, Courier and Logistics, Houston TX
November 2012-Present
Operations Manager
. Vital member contributing to 67% growth in first quarter and 88%
growth in the second
. Successfully transitioned company software (Courier Complete to
Xcelerator)
. Initiated fiscal policies the division turned a profit for consecutive
months, for the first time in five years
. Decreased freight and accident claims by 53% in first two quarters
. Manage office staff of two dispatchers, one CSR and two sales reps
. Dispatcher during work overload, or while short-staffed
. Consolidate and effectively manage warehouse
. Operate forklift for loading and unloading trucks
. Hire, train and retain employee and contract drivers
. Comply by DOT regulations for CDL A drivers
. Generate policies and procedures
. Ensure staff is following policies and procedures
. Handle escalated issues to satisfy customer needs
Republic Services, Houston, TX
June 2006-November 2012
Route Auditor/Supervisor/Operations Analyst
. Promote safety procedures
. Supervise day to day operations
. Recruit and retain drivers
. Identify inactive customers and notify
. Provide outstanding customer service
. Schedule drivers for the following day routing
. Audit routes to ensure the drivers are service active customers
. Worked with AS400 for customer requests and reporting
. Audit DOT logs
. Generated over $50,000 in unbudgeted monthly revenue
. Ensured drivers were not servicing inactive customers
. Coach drivers if something unsafe was observed
. Completed Route Optimization Training
. Conducted reroutes as needed
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