Manager Customer Service

Stephen Kasza

**** ***** **** ****, ***** Wales, New York 14139

+++

Home: 716-***-**** **********@***.*** Mobile: 716-***-****

Operations Manager

Leadership professional with a proven record of developing and managing top-

producing teams, streamlining operations, and identifying lucrative

business opportunities

Efficient process and project manager with extensive experience creating

and implementing cross-departmental improvements. Hands-on, highly

organized transportation expert that inspires associates to work toward a

common goal. Promoted through ranks during 18-year career with UPS.

Recognized for boosting productivity and driving down costs, while focusing

services on total customer satisfaction.

Leadership Competencies

< Multi-Location Management

< Departmental Turnaround

< Profit & Loss Administration

< Team Building & Training

< Logistical Planning

< Warehousing & Distribution

< Budget Administration

< Cost & Inventory Control

< Staff & Production Scheduling

< Human Resources

< Customer Relations

< Vendor Relations

Professional Experience

Halsted Communications, Ltd. + Ballston Spa, New York 2007 - 2009

Regional Operations Manager (2007 - 2009)

Promoted within seven weeks of employment to senior-management position in

a multi-state, family-owned company that is contracted by DIRECTTV to

install equipment. Charged with streamlining and professionalizing

processes for an organization that was adjusting to exponential growth in a

short timeframe. Managed operations in four markets, spanning the western

half of New York State.

. Met all goals set forth by DIRECTTV, including completion rates,

personnel attendance, and routing.

. Identified, interviewed, and hired quality Market Management team,

developing a positive environment for new and existing Market

Managers. Trained and groomed four new Managers.

. Sourced, researched, performed cost-analysis, negotiated contracts

for, and furnished new locations in Olean and Rochester, as well as

opened satellite location in Watertown.

. Recognized for ability to assess and develop strategies that improved

operational procedures; achieving growth in all four markets.

. Developed strategy to enable bordering markets to work cooperatively,

enabling the ability to exchange employees between markets, improving

productivity and decreasing cancellations, which led to

meeting/exceeding daily metrics.

. Fostered loyalty among contracted employees by using logistics

expertise to reduce miles driven through efficiency-focused

scheduling, resulting in increased income and positive staff

relations.

Market Manager (2007)

Managed an Assistant Market Manager, Senior Tech Supervisor, Four Tech

Supervisors, Fleet Manager, Training Manager, Warehouse Manager and

Assistant, two Administrative Assistants, and 83 Technicians (in-house and

contracted).

. Completely restructured workflow for Buffalo office, focusing on

advancing presentation of services to customers, which consisted of

employee uniforms, on-time delivery, and relationship building.

. Reduced total miles by 12% and raising productivity from 64% to 88%.

Kasza Enterprises + South Wales, New York 2001 - 2007

Independent Consultant / Internet Sales (2005 - 2007)

Built a lucrative online retail sales business. Identified, purchased,

posted, and shipped products. Processed payments for a variety of antiques

and other items. Sold over $35,000 within first year of operation.

Stephen Kasza Page Two

Home: 716-***-**** **********@***.*** Mobile: 716-***-****

Kasza Enterprises continued...

Houston Stewart Mortgage Information Company - Consultant (2001 - 2004)

Contracted to cut costs for shipping/handling and data extraction of real

estate closing documentation during a spike in mortgage sales. Received,

processed, and shipped materials. Frequently communicated with

representatives to ensure complete accuracy and superior customer service.

. Created and presented a proposal that trimmed shipping/processing

costs, saving $60,000+ per year.

. Hired, trained, and supervised a team of six subcontracted employees.

Pilkington LOF + Buffalo, New York 1998 - 1999

Operations Manager

Managed and directed all daily operations of a 15,000-square-foot

distribution center. Ensured complete satisfaction for a customer base of

auto glass retailers. Hired, supervised, trained, and evaluated a staff of

15 management, sales, customer service, warehouse, and delivery personnel.

Created and implemented policies and procedures. Supervised accounting

functions. Scheduled deliveries for a fleet of 10 vehicles.

. Developed and administered an annual operating budget of $700,000.

. Selected to co-author a handbook that assisted in the identification

and reduction of unnecessary overtime, as a participant on a national

committee.

. Monitored and maintained appropriate and cost-effective inventories.

. Reorganized warehouse layout, improving order picking and employee

safety.

. Boosted corporate image through new procedures and driver uniform

program.

. Significantly reduced costs by cutting labor hours 50%.

Can Am Transport Group + Buffalo, New York 1997 - 1998

Regional Manager / Consultant

Reorganized overall operations for a company contracted through Airborne

Express to deliver in the Buffalo, Binghamton, and Erie regions.

Supervised, developed, and evaluated 73 employees, including supervisors,

at three locations. Researched and selected vendors for vehicle maintenance

and other services.

. Consistently secured favorable contracts with vendors through

negotiation strategies.

. Led startup of Erie operation; selecting/training staff of 20+

managers, supervisors and support staff.

. Reconfigured pick-up and delivery routes, improving productivity and

eliminating excess costs.

. Developed and launched a workplace driver safety program that ensured

compliance with OSHA, DOT, and FAA regulations and guidelines.

United Parcel Service (UPS) + Buffalo, New York 1979 - 1997

Feeder Dispatch Supervisor (1994 - 1997)

Oversaw on-time feeder movement for the Buffalo hub, which processed

140,000+ packages per night. Supervised 125+ dispatch employees. Trained

and mentored staff.

. Increased number of trailers loaded and improved package flow, which

led to decreased damages by 65% and on-schedule departures.

. Prioritized workload of drivers, eliminating 10% of downtime.

. Ensured trailer movement and on-time arrival through flexibility

during travel challenges and equipment failure.

On Car Supervisor (1992 - 1994)

Loop Dispatch Supervisor / Time Study Team (1990 - 1992)

On Car / Pre-Load Supervisor (1986 - 1990)

Delivery Driver (1984 - 1986)

Education

Canisius College + Buffalo, New York

Bachelor of Science in Accounting

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