Customer Service Manager

William G Davis

**** **** *** * ********, Fl ****1 941-***-****, 941-***-**** abjxsj@r.postjobfree.com

Transportation and Logistics Management

Operations Executive successful at leading fast paced operations. Expert at using state of the art

technology and Operational Excellence initiatives to streamline processes, improve efficiency and

productivity, reduce costs, enhance quality, cut shipping time, build top performing union and

independent contractor teams, and ensure a safe, environmentally compliant workplace. Effective

in a rapidly changing marketplace, with a strong account relationship orientation. Core expertise

includes:

• Logistics, Route Management & Transportation

• General Operations and Productivity Improvement

• Facility Planning, Design and Financial Management

• Vendor Sourcing, Negotiations & Quality Assurance

• Capital Expenditure Planning & Cost Containment

• Union/Labor Relations and Employee Development

• Account Management, Customer Service, Business Development

• Utilizing latest technology and methods for Continuous Improvement

West Virginia University Major in Journalism West Virginia University, Morgantown, WV

Numerous management courses attended through UPS and Beavex.

Professional Experience

Beavex, Incorporated, Atlanta, GA

Florida District Manager (2005-2010)

Hold full accountability for statewide operations including multiple facilities for Same Day

transportation, logistics and delivery company. Responsible for all operations including payroll,

vendor negotiations, facilities, P&L and financial analysis, training and development, budgeting,

safety, process improvement, security, audits, TSA, DOT, OSHA compliance, routing and costing

analysis, developing and maintaining customer relations with customers senior management.

Managed 11employees throughout state along with 100 independent contractors and vendors.

Managed P&L in excess of $4.8 million annually.

• Improved effectiveness of customer product tracking to near 100%

• Improved profitability year over year.

• Reduced costs by 10% annually

• Improved on time performance and time in transit across the board.

• Opened 4 facilities on time and within budget

• Successfully absorbed smaller operation into existing facility with no impact or

disruption service.

• Instituted new security policies for facilities and vehicles that reduced lost and theft of

customer product by 99%

• Instituted Safety Committee which reduced injuries and accidents in the facilities and on

road.

• Developed emergency contingency/response plans to effectively deal with hurricanes,

natural disasters and interruptions to normal service.

• Responsible for accurate price quotes, maintaining high profit margins, invoicing and

billing.

• Trained and developed staff to take positions of greater responsibility throughout the

company.

Gold Coast Eagle Anheuser Busch Distributor- Sarasota, Fl

Warehouse Manager-(2004-2005)

Responsible for management and direction of warehouse crew and relief drivers. Ensure accurate

order fulfillment, meeting production goals, safe work environment, inventory of product, proper

care and maintenance of equipment and vehicles. Dispatch special orders, support field sales

team in all company initiatives, ensure warehouse properly staffed at all times to ensure product

properly received and customer orders filled.

United Parcel Service, Chantilly, VA

Package Operations Supervisor (1990-2004)

Hold full accountability for training, development and supervision of staff including drivers, part

time hourly workers, part time supervisors, dispatchers and Office Support staff. Responsible for

meeting production and service goals, implementing and supporting company initiatives, working

with QIP process to drive improvements and meet goals, union relations, volume and route

forecasting, resolving internal and external disputes and customer concerns, audits and providing

regular scheduled training to staff and workforce. Managed 40+ direct employees on several

shifts including delivery, preload and local sort.

• Improved labor relations through regular work groups with union representatives

• Reduced injuries and accidents by 95% annually by regular training, accountability and

Safety Committee involvement.

• Redesigned delivery routes to achieve greater efficiency, reducing mileage and overtime

• Reduced customer complaints and follow ups by 65%

• Introduced new process improvement initiatives to improve load quality and on time

performance.

• Delivered Safety training, hazmat training, OSHA compliance

• Provided thorough training and accountability to reduce turnover by 45%

• Given special assignment to improve a troubled delivery center. Improved range of

dispatch by 75%, reduced lost time injuries and accidents by 90%, improved on time

delivery performance by 65% and increased employee morale and teamwork as measured

on ERI survey by 45% in a 6 month period.

Contact this candidate