Customer Service Manager
Resume:
MARK WOOD
Augusta,Ga
abk89z@r.postjobfree.com
DISTRIBUTION / TRANSPORTATION / LOGISTICS / MANAGEMENT
PROFILE Outgoing and goal-driven professional with proven warehouse
operations, distribution, and management qualifications. Possess
a sound business sense as well as strong logistical, analytical,
and problem-solving skills. Sound knowledge of LTL, 3PL, and DOT.
. Consistently successful achieving aggressive deadlines and
objectives in a fast-paced environment
using strong strategic planning and forecasting abilities.
. Highly skilled at implementing operational improvements that
strengthen organization, efficiency,
and service while effectively controlling costs.
. Talented at hiring and motivating a top-performing team and
building strong channels of
communication with all levels of staff.
. Demonstrated ability to identify and meet clients specific
business needs and address service issues
in a resourceful and diligent manner.
2004 to 2007 Serta Mattress Company, Middleboro,Ma/ Grovetown,Ga
Divison of National Bedding Company
Transportation/Shipping Supervisor
. Supervising the shipping, loading, and scheduling of
customers deliveries.
. Increasing operating efficiency and production / delivery
output
. Ensuring the correct shipments of product that are
delivered on time every time.
. Manages drivers and contract haulers in all dot
regulations, policies, procedures.
. Provides leadership with regards to operation efficiencies,
setting expectations, conflict,
. Resolution, disciplinary actions, performance reviews and
hiring a qualified work force.
. Maintain all contract hauler and company driver payroll.
. Organize all government shipments local and overseas.
2002 to 2004 CARDINAL/DEDICATED/DELIVERY/LOGISTICS, Foxboro, MA
Operations Manager (2002 to 2004)
Promoted to oversee set-up, integration, and management of new
Weyerhaeuser account, which represents over $1M in annual revenue.
. Partner with Weyerhaeuser's operations manager to set-up route
and delivery schedules for
hundreds of locations throughout Northeast.
. Recruit drivers to support new operations and set-up fleet of
16 trailers and 11 tractors to
achieve DOT compliance.
. Forecast, prepare, and analyze P&L statements to ensure budget
goals are met.
. Generate weekly account invoices, investigate any overages,
shortages, or damages, and process
any claims.
Senior Delivery Coordinator / Maintenance Coordinator (2002 to 2004)
Quickly promoted to senior coordinator level to dispatch and route 52
independent contractors to 52 Home Depot stores throughout New
England.
. Scheduled all truck and moffitt PM service with companies such
as Ryder and Brodie fork lift.
. Utilized PC Miler and MapQuest to track routes in dense
metropolitan.
. Researched and delivered solutions to customer service issues.
. Completed Solving Problems as a Team, Creating A Strong
Leadership Team, Basics of Effective
Communication, Managing Projects, Preventing Sexual Harassment
For Employees, and Time
Management.
1996 to 2001 NORTHLINE COURIER SERVICES, Wolfboro, NH
Founder and Director of Operations
Led development and growth of this successful courier business
providing pick-up and delivery services throughout MA, NH, and ME.
. Scope of responsibility was extensive and included warehouse
operations, account service, route management, general
accounting, and vehicle maintenance.
. Analyzed piece count reports and resolved any shipment
discrepancies.
. Recruited and delegated assignments to independent contractors.
. Secured major accounts with U.S. Express and W.B. Mason and
continuously increased business
due to outstanding service levels. Negotiated an exclusive
relationship with W.B. Mason for next-
day service in all of NH and ME, including payment and delivery
terms.
. Due to business growth, located and opened 5,000 sq. ft.
warehouse in central NH location.
. Introduced storage service to generate incremental income and
minimize operating expenses.
. Ensured compliance with DOT regulations and remain current with
evolving rules.
MARK WOOD
Page Two
EXPERIENCE
continued
1992 to 1996 METRO COURIER NETWORK, Braintree, MA
Warehouse Manager
Supervised all aspects of warehouse operations, customer service, and
distribution of over 4,000 pieces a night. Oversaw the maintenance
of all warehouse equipment, including riding jacks, forklifts,
and tractor trailers. Programmed Nextel radios for drivers.
. Hired, trained, and evaluated 25 independent contractors and
company drivers.
. Tracked and maintained payroll hours.
. Initiated a warehouse reorganization that included introducing
new equipment, centralizing
job functions, and cross-training staff.
. Facilitated monthly drivers meetings to review new strategies
and operational issues.
. Revamped the service area to improve telephone response time
and company's professional
image as well as overall customer satisfaction.
1980 to 1991 JERRY'S ELECTRICAL SERVICE, Braintree, MA
Project Supervisor and Apprentice
Planned and completed both residential and commercial projects.
COMPUTER SKILLS
Microsoft Windows, Word, and Excel.
CDL-Class-B
Quincy Vocational, Quincy, Mass
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