Customer Service Manager

William A. Becker

**** *. ******** ***., *******, AZ 85041 . 623-***-**** . ******@***.***

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Professional Summary

Over 25-years of significant management experience. Diverse background

including operations, safety, recruiting, marketing, business development.

Skilled in training and motivating staff to achieve desired objectives.

Expertise in analyzing problems and devising effective solutions. Committed

to provide exceptional customer service, strengthening relationships and

generating account loyalty. Proficient in analyzing operational

deficiencies and implementing corrective action, maximizing revenue and

profitability. Developed negotiating skills that produce contracts that are

mutually beneficial to the company and the customer. Focus on the

successful completion of all assignments within required time frames.

Professional Experience

Apollo Transfer Company LLC, Tempe, AZ 2007-2009

Nationwide transportation service provider.

Operation Manager Transfer Division

. Managed multiple dispatchers with a driver base of 100.

. Met expectations of clients pickup and delivery schedules.

. Optimized driver fleet.

Safety Director

. Oversaw all divisions: Freight, Transfer, and One-Way.

. Met compliance to FMCSR, logging & hours of service.

. Recruited and approved all new drivers and all required DOT documents.

. Responsible for all claims submitted, from driver's statements through

resolution.

. Guided Drive Away Divisions, Transfer, and One-Way through a 2008 DOT

audit; obtained satisfactory rating.

. Saved company an average cost of $3000 annually through adopted

comparative cost analysis presentations.

PRESS GANEY, South Bend, IN 2004-2007

Satisfaction Measurement Company.

Consultant

. Directed and guided clients in obtaining patient satisfaction results

in their facility.

. Assist in analyzing data, report interpretation and provided

solutions.

. Made training presentations, on-line and on-site, to medical

personnel, doctors and nurses on analyzing and interpreting patient

data, as well as information on instituting proven solutions.

BENNETT MOTOR EXPRESS, INC., McDonough, GA 2002-2004

Nationwide freight services provider.

Operations Manager - Motor Home Division, Elkhart, IN

. Managed all aspects of daily operations and conducted activities to

gain business and build territory.

. Coordinated negotiations with Winnebago Industries, resulting in a

contract generating $6+ million in annual revenue.

. Successfully transitioned 450 drivers to new system without a shipping

interruption.

. Started motor home terminal in Elkhart and built revenue to $840,000

within ten months.

MORGAN DRIVE AWAY, INC., Elkhart, IN 1979-2002

Transporter of recreational vehicles and manufactured housing, having

annual revenue of up to $120 million.

Vice President

. Supervised regional directors in their operational activities.

. Led the growth of the division and ensured profitability objectives

were met.

. Collaborated with other members of executive management to identify

and resolve problems in a timely manner.

. Established corporate operational policies and procedures.

. Developed relationships with all the major manufacturers of travel

trailers, motor homes, commercial vehicles and manufactured housing to

gain additional business.

. Increased driver retention through improved hiring of owner-operators.

. Managed all pricing and service to ensure the retention of existing

accounts.

. Served as the corporate liaison in the development of driver

recruitment standards and the resolution of safety related matters,

claims, and critical receivable issues.

Education

Indiana University, Bloomington, IN

Bachelor of Science: Education (Dean's List)

ATA Safety Seminar/Logging/Compliance - 2007

High Impact Presentation Workshop - 2004

Dale Carnegie Speaking Workshop - 1992 and 1994

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