Manager Customer Service

Jeff Hannahs

**** *********** ***** ( Crystal Lake, IL 60012 605-***-**** (

abiabe@r.postjobfree.com

Transportation / Logistics Director

A results-driven leader with progressive leadership and management

experience in operations. Proven success with independent contractor

relations, transportation and logistics. An innovative problem-solver who

analyzes the big picture, develops and executes innovative strategies for

growth and productivity. An effective communicator and team-builder known

for driving continuous enhancements in service, quality, safety, efficiency

and profitability by:

Improving Processes & Policies Prioritizing

Safety Compliance Maximizing Customer Service & Retention

Negotiating Contracts Implementing Start-Up

Operations Cutting Costs & Increasing Profit

Hiring, Training & Team-Building

Developing New Business

CAREER HIGHLIGHTS

1. Developed R.O.I. calculator tailored to Coca-Cola's products, equipment,

sales, marketing and labor costs to streamline sales contract

negotiations and pricing accuracy.

2. Instituted regulation for Coca-Cola's equipment services and fleet

inventory and parts. Created Access and Excel processes to monitor these

key elements, establish effective budgeting, and reduce wasteful

spending.

3. Saved over $300,000 in one year by converting M.O.S. transportation

department to a driver contractor model.

4. Analyzed M.O.S. fuel budget, discovering approximately $100,000

overlooked by previous management. Recovered road taxes from 15 states

paid for fuel used only in generators powering medical equipment.

5. Introduced People Net Fleet Tracking to solve on-time service and

routing issues for M.O.S. which resulted in increased revenue and fewer

lost patients at hospital sites.

6. Earned the 2006 FedEx Five Star Award, the highest FedEx Corporation

achievement, awarded to only the top 50 candidates annually recognizing

achievement in service and leadership.

7. Awarded the 2006 FedEx Senior Manager of the Year for the best service

quality, data quality, productivity, safety, turnover, P&L in the Upper

Midwest Region. Achieved an operating ratio of 73.1% on a budget of

77.5%. Championed the FedEx service culture resulting in 99.1% in-bound

local service surpassing a goal of 98.6% which drove on-time service and

customer satisfaction.

8. Educated driver contractors on multi-route business development. Multi-

route ownership increased from 7% to 56% during that timeframe. Promoting

this model helped increase revenue from $5.5 million to $9 million in

three years at the Schaumburg, IL FedEx Home Delivery terminal.

9. Used innovative problem-solving and collaborative efforts to manage an

influx of 300% more volume for FedEx peak season expansions and start-up

terminals. Recruited and hired 50-75 additional contractors, managers,

clerks and package handlers annually.

10. Reduced damage and loss claims by 20% using focused, goal-oriented

communication to monitor and hold contractors accountable to FedEx

service expectations.

11. Implemented low-cost conveyor belt modifications to increase

efficiency, lower damages and maximize inbound packages from 1575 to 2200

per hour.

12. Transformed the Madison, WI terminal's safety record to the top 20 in

the US within one year of leadership, winning the 2003 FedEx Home

Delivery Most Improved Safety Award.

Jeff Hannahs - page 2 (Career Highlights, cont.)

13. Aggressively promoted Smith System Driver Safety Training. Awarded 2005

Best in Safety Award for highest hours between accidents & injuries in

the region.

14. As a Certified Quality Coach and TQM Trainer, presented best practices

to FedEx region staff and senior terminal managers on achieving

contractor and customer service excellence. Created FedEx Service Manager

training matrix, reducing turnover from 16% to 9% within 6 months.

PROFESSIONAL EXPERIENCE

SALES MANAGER CONSULTANT

.

Tedrick Mechanical, LLC (2009-2010) Effingham, IL.

Planned and implemented online store start-up, creating a competitive

internet presence. Generated leads and managed sales of Kubota, John

Deere & Kohler Power generators.

DIRECTOR OF EQUIPMENT SERVICES AND FLEET

.

Coca-Cola Bottling Co. High Country (2008-2009) Rapid City, SD.

Directed I & E, capital expenditures, DOT compliance, and performance

objective planning for 6 facilities.

DIRECTOR OF TRANSPORTATION

..

Medical Outsourcing Services, LLC (2007-2008) Naperville, IL.

Directed I&E, driver-contractor relations, routing and safety for

P.E.T. / C.T. scan coaches and drivers. Collaborated with other

directors for client site planning and vendor contracts. Head of

safety committee, handled all OSHA and DOT compliance, and monthly

required DOT and OSHA safety meetings.

SENIOR MANAGER

..

FedEx Ground / Home Delivery, Inc. (2001-2007) Schaumburg, IL / Madison, WI

/ Sioux Falls, SD.

Promoted from Service Manager to Operations Manager to Senior Terminal

Manager. Managed operations, P&L, recruiting for up to a $9 million

operation with 50-100 contracted delivery routes, 4 managers, 54

package handlers and clerks. Conducted weekly and monthly required

safety meetings, also conducted monthly operational and safety audits.

NIGHT WAREHOUSE MANAGER

.

Pam Oil, Inc. (1995-2000) Sioux Falls, SD.

Managed 15 - 20 warehouse employees and 3 delivery routes, monitored

and controlled productivity through AS400 reports, switched trailers,

ensured HazMat compliance. Certified forklift operator.

EDUCATION & PROFESSIONAL DEVELOPMENT

Leadership Principles, Contractor Relations, Operations and Senior

Management Training, Quality Coach, Total Quality Management Trainer and

Smith System Trainer Certification

FedEx Ground University - Pittsburgh, PA ( 2001-2006)

Dale Carnegie Leadership Advantage & Sales Advantage - Sioux Falls, SD

(1998)

Business Administration, A.A.S. Southeast Technical Institute - Sioux

Falls, SD (May 1997)

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