Customer Service Management

michael hamze Financial Analysis & Operations Management

**** ****** ***** . **********, ** 33414

Tel Cell 754-***-**** . 561-***-**** . *******.*****@*****.***

Dynamic and focused professional with an MBA in finance. Experienced in

operations management, distribution, and transportation. Multi-lingual,

experienced in living and traveling in the European Zone. Proactively

develops, builds, and executes procedures that align with division

initiatives. Solid, hands-on experience, particularly in the areas of

budgeting, financial accounting, financial analysis, cash flow and pro

forma statements preparation and historical trends. A constant sense of

urgency, able to train, develops and directs a strong group of

professionals to generate maximum results. Identifies processes for

continuous improvement and implementation of effective solutions

contributing to business successes.

Key Qualifications

Financial Analysis . Operating & Financial Budgets . Pro Forma Projections

. Historical Trends . Ratios & Revenue/Expense Analysis. Distribution .

Inventory Control . Supply Chain Management . Cost/Benefit Analysis . Cost

Control . Multi-Tasking . Project Management Research Requirement

Identification . International Business . Operational Streamlining . Staff

Management . Interpersonal Skills . Communication Skills

Career Highlights

Technical Support Engineer 2011-

present

Advanced Services Division, Teleperformance

Assess, troubleshoot and resolve for Tier II technical problems related to

the wireless telecommunication and telephony technology. Adhere to the

customer service standards and guidelines to provide exceptional resolution

to customers' issues.

Operations Supervisor 2007-2008

FedEx National LTL, Delray Beach, FL

Coordinated all phases of critical Change Management following FedEx buyout

of existing operation; production, transportation, and logistics efforts

including inbound and outbound dispatch operations encompassing Martin,

Palm Beach, and Broward Counties. Implemented division-wide and national

industry standards. Enforced national transportation standards set forth by

FedEx.

Key Highlights

. Increased Compound Annual Growth Rate of territory by 7%

. Orchestrated and exceeded efficiency and production goals by 30%.

. Effected successful overhaul of technology, moving away from archaic

procedures of the past into current business philosophies, and

establishing a "can-do" team attitude toward work.

. Mandated the "1-10-100" rule: Do it correctly the first time, or the

cost will increase 10-fold the second time and 100-fold the third time.

. Gains in productivity were recognized, with consistency, each month, at

the rate of 2-5%.

. Enforced accountability procedures per FedEx guidelines.

. Elevated effectiveness and efficiency by putting into action division-

wide organizational, operational, and technical procedures, reducing

shift times by up to 30%, and improving shift efficiency by 20%+.

Outbound and Inbound shifts were decreased by up to 5 hours and 2 hours

respectively, significantly cutting personnel costs.

Operations and Planning Supervisor 2002-2006

YRC Worldwide, Fort Lauderdale and Miami, FL

A Fortune 500 company and one of the largest transportation service

providers in the world. Roadway companies provide global transportation

services, transportation management solutions, and logistics management.

Held managerial accountability for Outbound Division in the Miami Region,

and the Inbound Division in the Ft. Lauderdale Region. The Miami Region

averaged shipping loads of 500,000 pounds per day across 500 shipments. The

Ft. Lauderdale Region averaged shipping loads of 350,000 pounds per day

across 250 shipments. Oversaw shipping, receiving, and plant activities,

including direct supervision and coaching of personnel. Analyzed processes

for effectiveness and made significant improvements to distribution

procedures. Examined freight to determine relative costs and benefits.

Mapped computer-assisted planning and routing for each inbound shipment.

Competently dispatched drivers, resolved client issues, updated database-

driven customer information, and handled special requests. Combined Miami

and Ft. Lauderdale Regions totaled 35 routes.

Key Highlights

. Co-directed a budget of $1.2M.

. Revenues in Miami Region equaled $10M monthly.

. Spearheaded strategy to stagger shift times, group together members that

could effectively work together, and formed ad hoc teams to solve

specific problems, resulting in a productivity increase of over 30%, and

a reduction in unnecessary overtime costs.

. Key contributor to immediate supervisor being awarded the President's

Diamond Ring Award, due to impactful and significant increase in

production and efficiency, and simultaneous drop in overtime and

damage/salvage costs.

. With highly effective management expertise, inbound production exceeded

outbound production for the first time in the 35 year history of the

company.

. Created a specialist team dedicated to the challenge of reducing

destruction to inbound freight. The outcome was an exceptional 15%

decrease in damages. An added benefit to this project was the positive

change in attitude towards work in a union environment (IBOT).

Technical Proficiencies:

Microsoft Suite, MS Excel, MS Project, MS PowerPoint, MSWord, MS Access;

Internet; Operations Planning software, Project Simulations Software;

Options Simulation; & Stock Market trading-"Stocktrak" (NYSE)

Education . Professional Development

MBA in Finance, Florida Atlantic University, Boca Raton, FL, May 2011

Bachelors of Science in Business Administration/ Manufacturing Management,

University of South Carolina, Spartanburg, SC

National Dean's List

ACG Cup FAU Team, represented FAU in the South Florida M&A ACG Cup:

Association for Corporate Growth Cup-February, 2011

StockTrack, achieved the #1 ranking in the Stocktrak simulation contest at

FAU-May 2011

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