Manager Customer Service

Tim Lerchbacker

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

Cypress, TX 77429-3545

832-***-**** (Mobile)

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

PROVIDES EXPERTISE IN THE FOLLOWING AREAS:

LTL, TL, (Van & Flatbed,) Air / Ocean Forwarding, Warehouse, Spare Parts,

White Glove, Small Airline Cargo, Express, Reverse Logistics, 3PL

Parcel, Truck Brokerage - Air Charter - Sales & Management - Sales &

Sales & Operations Operations Operations

Profit & Loss Budgeting Analysis & Forecasting

Team Building / Account Penetration Local, National, Global

Leadership Sales

Large Client Development Account Research Client Negotiations

and Management

Strategic Planning and Business Plan Development Customer Service

Execution Excellence

PROFESSIONAL EXPERIENCE:

YRC Freight Terminal Manager

San Jose, CA Managed $30+ M trucking terminal serving the greater San

2012 - Current Jose / Silicon Valley area. Turned around failing

terminal. Built the confidence of the staff of 52,

including 46 Teamsters. Refurbished physical facility.

Justified additional tractors, negotiated outstanding

grievances, some as old as three years. Worked with local

sales team on account development and management. Report

to Area Director of Operations.

Company closed the San Jose terminal and 28 others.

XATA / Turnpike Manager, Solutions Support

Corporation, Manager, Solutions Support at the corporate office of

Eden Prairie, MN XATA / Turnpike. Call center / customer support

2009 - 2010 department for Fleet Performance Optimization software /

hardware company. Successful turn-around effort.

Turned around failing customer support department.

Replaced underperformers, hiring exceptionally talented

team with backgrounds in Transportation, IT, and Support.

Resolved support issues for key customers, Maines, Eby

Brown, Chrysler, and CoreTrans, using XATA / Turnpike

products knowledge coupled with extensive transportation

operations experience. Managed 12 to 17 support

associates, reported to the Director, Solutions Support.

After an Exceeds Expectations review in September 2010

and winning the "Customer Award" in August, September,

and October, in November 2010, I was impacted by a

reduction in force.

Tim Lerchbacker Owner

Photography Fully integrated digital photography business focused on

Cypress, TX family and children portraiture, and sports photography.

2008 - 2009 Please note - Also 2005 - 2007.

Decided to return to corporate employment.

Syncreon Director, North American Business Development

Auburn Hills, MI Irish 3PL wanting to open in the US. Reported to the Vice

2008 - 2008 President.

Company wanted the skill set of an industrial engineer in

the position. Not a good fit for either party.

United States Postal Manager, International Integrators and Couriers

Service, Global Wrote and implemented the strategy and built the US based

Business Management team to work with International Integrators and Couriers

Washington, DC with a focus on developing new international inbound

2007 - 2007 parcel streams.

Wrote and implemented the strategy for attacking the

Maquiladora industry along the US / Mexico border

providing the Maquiladoras a new parcel service offering

and faster US Customs entry.

Responsible for $100 M budget in new inbound business

development. Staff of seven. Reported to the Manager,

Global Business Management.

Family decided not to relocate to the DC area due to the

high cost housing and the quality of education where we

could afford housing.

DHL, division of Deutsche Post World Net

DHL Global Customer Global Customer Manger

Solutions Managed the company's number four client globally.

Houston, TX Responsible for $160 M budget and 50 personnel in express

2003 - 2005 transportation, freight forwarding, warehouse /

distribution, and global customer service and support in

the Americas, EMEA, and Asia Pacific Regions.

Grew the revenue from $160 M to $187.5 M in 18 months.

Managed the movement of 15,000 daily domestic shipments.

Renegotiated domestic rates up 14% making the shipments

profitable.

Renegotiated international rates from .80 cents per kilo

below cost, to a cost plus 15%.

Managed DHL's response to global small package RFQ valued

at $100 M. Reported to the High Tech Director.

Departed to pursue self-employment.

DHL Global Customer Global Industry Director

Logistics Part of a team of three global Directors tasked with

Houston, TX developing a globally aligned strategy focused on the

2001 - 2003 audio, video and telecom industry vertical. Strategy

focused on reviewing clients Supply Chain with a focus on

providing increases in Shareholder Value with our 3PL

service offering, increasing the velocity of product

moving through the clients pipeline

Hired and managed seven account managers, and assisted in

forging relationships and winning accounts with key

clients Ericsson, Nokia, Cisco, Sony, and Panasonic.

Established foothold in competitive spare parts logistics

business in Americas. Supported development of Ericsson /

Nokia Dallas distribution center.

First team to successfully sell and implement a 3PL

domestic repair and return / spare parts operation for

clients Ericsson and Nokia. Established warehouse in

Dallas with two separate and distinct operations based on

each clients needs. Proposed systems solutions that

significantly improved visibility on what was happening

within their supply chain. Reported to the Vice President

Americas.

Promoted to managing the companies number four client.

DHL Express Network Global Account Manager

Houston, TX Recruited to drive explosive year-over-year revenue

1998 - 2001 growth of Compaq and Dell accounts. Managed proposals,

negotiated contracts, and implemented worldwide Master

Service Agreements. Oversaw global sales and customer

service teams. Responsible for budgets in Americas, EMEA,

and Asia-Pacific. Developed initial RFQ and revised

response representing $30 M to $50 M potential revenue.

Presented potential $30 M to $80 M revenue from Compaq on

Latin America e-Commerce initiative.

Surpassed DHL two-year global sales targets 14% and 37%

and established $4 M in Latin American new business.

Grew Compaq's revenue to be the largest single outbound

account from the USA.

Established a network of spare parts centers across Latin

America. Actively participated in the implementation of

each center to insure we met or exceeded the customer's

expectations and set high baseline for customer service

excellence at each center. Reported to Global Account

Director.

Promoted to lead the startup and development of vertical

market targeting audio, video, and telecom (AVT) clients.

Curtis Air Service Vice President - Sales

Montgomery, TX Directed business development and operations of $25 M air

1997 - 1998 charter brokerage company. Managed customer

relationships, designed marketing collateral, and

established vendor partnerships. Coordinated worldwide

transportation.

Arranged and contracted for the aircraft. Managed the

local or cross-country movement of cargo from the vendor

to the location where the chartered aircraft was able to

load the cargo.

Arranged the ground handling and loading of the cargo

including required special handling equipment cranes,

heavy lift forklifts, etc., in support of moving

oversized cargo internationally using the Russian Antinov

124 cargo aircraft. Reported to the company owner.

Recruited to join DHL Express managing Fortune 1000

clients Compaq Computer and Dell Computer.

Sporting Goods 4 All, Owner

Inc., d.b.a. Play It Opened and operated two franchise sporting good stores.

Again Sports Developed business plan, obtained funding, and built

The Woodlands, TX customer base. Implemented creative programs and

1993 - 1998 successfully introduced new concept of buying, selling,

and trading sports equipment. Held full P&L

responsibility.

Closed store after five years.

Eastway Vice President

Transportation Turn around opportunity. Held full P&L responsibility.

Services, Inc. Managed $3.1 M budget and 15 staff. Revitalized

Houston, TX under-performing transportation services company by

1990 - 1993 introducing progressive technology, business analysis,

sales and pricing strategies, and customer service

excellence.

Successfully renegotiating all of the equipment lease

agreements, opted to do a lease purchase for all of the

trailers.

Improved competitiveness - revised the entire pricing

structure implementing full NMFC class rate structure.

Revised the rate of pay to the independent contractors -

reduced driver turnover, attracted a higher caliber of

driver.

Implemented a TMS system that had been purchased but

never implemented.

Turn around successfully accomplished within seven /

eight months.

Successfully established a truck brokerage department,

expanded operations to include the oilfields of the Rocky

Mountains and western Canada. Reported to the company's

owner.

Decided to pursue self- employment.

Continental Airlines Director of Sales

- Cargo Responsible for seven regions, staff of 65, and $225 M

Houston, TX budget.

1987 - 1990 Computerized the sales team and implemented ACT - client

relations management system.

Developed sales accountability for personal productivity

- time, territory, and revenue. Reported to the Vice

President Cargo Sales.

Recruited to lead the turn around of Eastway

Transportation Services with the potential for part

ownership.

CF AirFreight Terminal Manager

Houston, TX Responsible for customer service excellence, operations,

1980 - 1987 and sales, for a domestic and international air and ocean

freight forwarder in the Houston market. Held full profit

and loss responsibility.

Tripled terminal revenue in four year. Grew sales team

from five reps to 14 sales professionals, a National

Account Manager, a Sales Manager and two Assistant Sales

Managers.

Budget responsibility ranged from $4.1 to $9.6 M, staff

of 58.

Awarded "Most Profitable Terminal in the Company"

generating $800 K in profits.

Designed and implemented Hub support operations for CF's

foray into dedicated aircraft whose Hub was in Houston.

Supported - 27 aircraft and 12 trucks dispatched nightly

to terminals across Texas and Louisiana. Arranged

charters when line or support flights were inoperable.

Negotiated rates with international carriers and trucking

companies enabling the Houston terminal to become an

international gateway.

Designed, posted, and then negotiated RFQ with local

pickup and delivery companies for the use of independent

contractors for local pickup and delivery work in support

of the terminal operations.

Defeated unionization effort. Reported to Division

Manager in Dallas.

Recruited to join Continental Airline - Cargo as Director

of Sales.

ABF Freight Systems

Edison, NJ, San Jose, Terminal Manger

CA Held full profit and loss responsibility.

1978 - 1980 Promoted to Terminal Manager, opening the Edison, NJ

terminal, staff of six non-union and six union employees.

Promoted to Terminal Manager, San Jose, CA. Converted the

San Jose, CA Navajo terminal into an ABF operation with

the acquisition of Navajo. Seven non-union and 24 union

employees. Reported to Regional Manager.

Left ABF due to the high cost of housing in San Jose,

California.

Cleveland, OH Operations Manager

1975 - 1978 Managed 35 local and over the road union drivers as well

as 15 union dockworkers, three supervisors and five

clerical workers in a 24/6 operation.

Full responsibility for the operations of the terminal

including profit and loss responsibility. Reported to the

local Terminal Manager.

Promoted to Terminal Manager in Edison, NJ.

Cleveland, OH Account Executive

1974 - 1975 Responsible for sales for the eastern suburbs of

Cleveland, OH. Reported to the Sales Manager.

When Operations Manager and Dispatcher resigned I was

asked if I would take on both positions.

Pacific Intermountain Express - P.I.E.

Richfield, OH Operations Manager

1974 - 1974 Responsible for the operations of an LTL break-bulk

operation at a 154-door terminal that employed 100 plus

union dock workers. Reported to the Terminal Manager.

Decided to pursue an Account Management position with

ABF.

Lorain, OH Operations Manager

1973 - 1974 First employment post college graduation. Responsible for

two combination driver / dock men. Reported to the

Terminal Manager.

Promoted to Richfield, OH break-bulk operation.

EDUCATIONAL BACKGROUND

Graduate Studies - Houston Baptist University

MBA Houston, TX

(One year of coursework completed).

Bachelor of Science - Henderson State University

Business Arkadelphia, AR

Administration

PROFESSIONAL DEVELOPMENT

Stanford University Advanced Global Supply Chain Management Studies

XEROX Interpersonal Management Skills

XEROX Professional Selling Skills I, & II

Miller Heiman Large Account Management Process

Transportation Supervisor - Crude

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