Customer Service Management
Resume:
**** ****** ****** ***** (636)
***-**** (c)
St. Albans, MO 63073
*********@***.***
Industry expert in Transportation, Logistics and Operations who is
passionate about leading organizations to new levels of achievement in
customer satisfaction and employee participation
Key Competencies
Administration Leadership
Planning & Organization
Operations Management Logistics Supply
Chain Management
Market Analysis Project Management
Team Building Risk Management & Problem
Solving Customer Service Recruiting/Staffing
Cost Analysis for rates & tariff DIS LPS Modeling
Oral Presentations
Skill Summary
Negotiation of union/management environment
. Policy development to change local policy and procedure related to the
National Master Freight Agreement
Department of Transportation Procedures
. Expert knowledge of Department of Transportation policy & procedure
governing movement of freight and personal effects
Contractual service arrangements with commercial goods carriers
. Utilize customer specific guidelines to expedite shipments and achieve
higher customer satisfaction
Use of line-haul planning systems to expedite freight movement
. Expert knowledge and use of system to expedite shipments and improve
customer satisfaction
Operations Analysis
. Performed in-depth review and analysis of carrier performance and
system operations to improve customer support nationwide
Resolution of transportation program deficiencies
. Implemented new initiatives and recommended revisions to quality
assurance programs to enhance company performance
Subject matter expert for conducting staff training
. Conducted training requiring coordination over 400 terminals including
driver training
Michael Lewis Page 2
Professional Experience
and Selected Achievements
ABF Freight Systems, Inc. St. Louis, MO 1974 - Present
www.abfs.com
Leading national and regional transporter of commodities freight
Transportation Operations and Line-haul Manager
Responsible for traffic management, policy formulation, programs planning
and performance evaluation of transportation services in the Line-Haul
Division.
. Increased profitability of dock operations from a $500,000 loss to a
$500,000 profit in four years
. Reduced expenses in line-haul department by $180,000 per year
. Increased line-haul dispatches per week from 5 per week to 6 per week
. Reduced City Operations costs by $100,000 per year while increasing
customer satisfaction
. Reduced operating costs by $5,000 per week
. Reduced damage expenses by $25,000 per year and improved customer
satisfaction
. Reduced double time hours saving $7,500 per year.
Education
MBA, with emphasis in Finance Webster University
BA, Political Science University of Missouri, St.
Louis
Certificate, Human Resource & Public Speaking Dale Carnegie Institute
Microsoft Office Tools, XP Power Point, Excel, COGNOS tools for Risk
Analysis for spreadsheets, DIS LPS Modeling & Analysis, Financial skills in
cost analysis for rates & tariffs
Certificates
Operations Management Training I
Operations Management Training II
Operations Management Training III
Technical Transportation of Hazardous Materials
Contact this candidate