Manager Customer Service

Willie Lee Briley

***** ****** ***** ( Pflugerville, TX 78660 512-***-**** primary ( 512-431-

**** ********* ( *************@***.***

Qualifications for Executive-Level Management

Proactive, results-driven professional with over 15 years of experience in

operations management, office administration, and logistics. Adept in

developing and implementing policies/procedures that resolve issues and

bring underperforming units into highly productive teams that far exceed

expectations. Exhibits strong leadership, counseling, coaching, and

decision making skills that lead to safe, productive working environments.

Additional areas of expertise include:

Distribution Management Budget Preparation/Control Union/Labor

Relations

Loss Prevention/Control Vehicle/Facilities Maintenance Customer

Relations

Safety Compliance Training/Development Record Keeping/Documentation

Highlights

. Increased customer satisfaction while reducing labor hours 50% by

spearheading the implementation of delivery point sequence mailing, which

established timelines, training, delivery, and distribution of the

mailings.

. Saved hundreds of dollars within the first year by addressing incorrect

clock rings, missing overtime, and annual leave usage and conducting

training sessions on how to properly use the time and attendance program.

. Significantly reduced overtime by negotiating to receive 90% of product

on the first dispatch.

. Created a spreadsheet to track employee performance and established an

Accident Review Board, leading to zero fatalities due to accidents for a

unit.

. Recovered over $1 million worth of equipment within one month's time by

pioneering a technique to recover intellectual information/equipment.

. Allocated hours and established accountability for those hours with each

supervisor, which reduced overtime within the first two months of

implementation.

. Delivered 90% of product to plant at or before publicized times by

arranging schedules with district, plant, and logistics managers to

coincide with receipt of products.

. Saved approximately $30/vehicle in fuel costs biweekly by coordinating

with a vehicle maintenance manager/supply clerk to re-order needed parts

to convert vehicles to natural gas.

. Enabled an organization to launch products without failure by training

employees on the collection point management system.

. Reduced food product costs from 50% to 30% within one month by

establishing a security system, which limited access to the storage

facility.

Career Track

Manager, Customer Service, United States Postal Service 1998 to Present

Responsible for the performance of the facility, delivering millions of

products and services on time to thousands of locations. Establishes

performance indicators, operating goals, realignment initiatives,

productivity improvements, training sessions, and cost-reduction programs

to improve product output, product quality, and overall customer

satisfaction. Graduated from the Associate Supervisor Management Program in

the top 5%.

Assistant General Manager, Furrs Cafeteria 1997 to 1998

Oversaw all food preparation, cash transactions, cleanliness protocols, and

general facility upkeep with a team of 30 or more personnel. Continuously

enforced company policies and procedures.

Background/Special Investigator, Advance Security 1996 to 1997

Managed all safety, security, property, and loss prevention functions with

a team of over 30 employees covering a 50-mile radius. Provided follow-up

on incident reports and delinquent property control accounts, assisted with

site surveys, and conducted intellectual property/new hire orientations.

Previously served an extensive tenure with the United States Army, ending

as a Senior Administration Supervisor with responsibility for establishing

and maintaining over 600 employee files.

Education

M.B.A., Management, Regis University B.S., Business Administration,

Indiana Institute of Technology

Diploma, Health Care Billing and Coding, Ashworth University

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