Customer Service Manager

TODD M. TEMPLETON

**** ******* ***** - **********, ***** Carolina 27410 - 330-***-****

*********@*****.***

EXECUTIVE SUMMARY

An experienced and proven manager with extensive process improvement

experience in warehousing, transportation, and distribution

management, with a proven record of increased productivity,

profitability, and efficiency. Strong technical and business

qualifications with an extensive background of over 15 years of hands-

on experience in strategic planning, dock operations, office

management, and customer service. Effective leader with a proven

ability to successfully analyze operational requirements, identify

deficiencies and potential opportunities, and develop cost-effective

solutions for increased revenues. Outstanding interpersonal,

motivational, and managerial skills. Decisive, motivated, results-

oriented, and enthusiastic.

CORE COMPETENCIES

Strategic Planning Quality Control

Process Improvement

Customer Service Facility Planning

Labor Relations

Workforce Staffing Cost Control

Project Management

PROFRESSIONAL EXPERIENCE

Diebold Incorporated, Greensboro, North Carolina

2011-Present

North American Warehouse Manager

Manage Diebold's North American Warehousing Operation. Responsible for

corporate design and operational control of inbound material and outbound

finished goods in warehouse. Work in conjunction with Diebold and 3rd Party

Logistics providers to drive standardized best practices through continuous

improvement, reducing cost, and increased level of service performance.

- Manage relationship between Diebold Mfg, Materials Group and multiple

3PL's.

- Responsible for warehousing and transportation services KPI metrics.

- Manage $1.7m North American warehouse spend

- Manage $27m finished goods and service inventory

- Design and implement lean warehouse initiatives saving $300k in 2012

- Reduce Diebold's infrastructure footprint by 23% and right-size

operations based on business requirements and goals

USF Holland, Incorporated, Brooklyn, Ohio 2004-

2011

Operations Supervisor

Manage all Inbound aspects of Terminal Operations by utilizing manpower

with the workflow for optimal performance and customer service.

Responsible for customer satisfaction and reducing delivery exceptions and

paid claims. Coordinate and communicate with City and Line haul Dispatch

to expedite time sensitive shipments. Ensure compliance with company

safety regulations. Inspect shipments for compliance with Federal weights

and measures tariffs.

- Supervise and plan the loading of city delivery routes

- Maintain Labor Relations through enforcement of company work rules and

safety policies

- Track Inbound service shipments to ensure customer service

commitments are met

- Reduce number of daily city deliveries by combing routes and

maximizing cube utilization of city trailers to meet and exceed company

city productivity goals

- Assign workloads to dockworkers to ensure daily dock production

goals are met

Central Transportation, Incorporated, Brooklyn, Ohio

2003-2004

Operations Supervisor

Managed Inbound and Outbound Operation for one of the largest Distribution

Centers in the North Eastern United States. Facilitated the operational

change that multiplied the volume of freight from 1000 shipments a day to

over 3000. Oversaw the contractual workforce, working in conjunction with

their manager to provide necessary manpower with workflow to provide

optimal productivity.

- Supervised and trained dock employees on Total Quality Loading techniques

- Complied and established Operational and Service goals to ensure

customers expectations were met.

- Elevated dock bills per hour from 4.1 to 4.7 by installing improved dock

and yard layout

Yellow Transportation, Incorporated 1997-

2003

Shift Operations Manager

Office Manager

Operations Supervisor

Managed all aspects of multi-facility operation at one of the largest

Distribution Centers in North America. Conducted opening of one of the

three corridor facilities as part of the company reorganization. Involved

in the hiring and training of dock, yard, and office staff for both CVE and

RFO Distribution Centers.

- Oversee daily office operations for both CVE and RFO facilities,

including billing, manifesting, payroll, OS&D, and city

check-in

- Staff both CVE and RFO facilities to meet daily operational goals

- Implement office bids at both facilities to maximize personnel and

meet company goals

- Instruct casual orientation and physical fitness classes to

potential new hires

- Ensure proper staffing of RFO Breakbulk dock and yard operations

to meet daily production standards

- Supervise stacking operation to maximize cube utilization, appropriate

weight distribution, equipment usage, and Hazardous Material compliance.

-Train management teams to successfully and efficiently perform duties

required to meet and exceed terminal and company goals

OTHER - Lean Six Sigma Green Belt, North Carolina State University

RELATED - Member of Yellow management team receiving "Dock Gold

EXPERIENCE Achievement Award" for implementation of Best Practices

- Successful Completion of Dupont Safety Training Workshop

- Successful Completion of performance Management Training

EDUCATION

Ohio Dominican College, Columbus, Ohio

BA, Criminal Justice

SPECIAL SKILLS

Lean Six Sigma, Experienced in Federal OSHA and DOT requirements,

Performance Management, Manpower Planning, Hazardous Materials

Handling, Total Quality Management, Microsoft Office, and ISO 9000

Certified.

References available upon request

Contact this candidate