Customer Service Project Manager

Bettye J. Coleman

**** * ********* ******, ****** Arrow, OK 74012

office: 918-***-**** cell: 901-***-****

Email: *********@***.***

EDUCATION:

Bachelor of Business Administration (BBA); University of Central Arkansas

Bachelor of Art (BA); University of Memphis, Magna cum Laude

BUSINESS CAREER EXPERIENCE:

11/09- Present FEDEX EXPRESS, DGO, Operations Manager, Tulsa, OK

06/04 - 06/06 FEDEX EXPRESS, CSSD, Operations Manager, Memphis, Tennessee

09/98 - 06/04 FEDEX EXPRESS, DGO, Operations Manager, Dallas, TX

. Lead customer service activities, employee development,

warehousing activities, project management, maintenance,

DOT transportation and safety activities.

. Administered, oversaw station and hub budget, finance, P&L

statements and managed an annual operating budget to meet

financial guidelines.

. Ensured all station and hub personnel are directed and

supervised within corporate personnel policy, OSHA

compliance, and standard operating procedure.

. Evaluated performance, motivated and assessed developmental

training needs of 105 -125 hourly and personnel.

. Controlled and utilized manpower through planning,

organizing and scheduling to minimize loss of time, working

within capital and operating expense budgets.

. Provided personal support to the sales effort within the

area by making sales calls, business development,

maintaining direct interface with local sales organizations

and top accounts.

. Performed Human Resources (HR) activities by hiring

employees to meet the business center staffing

requirements.

. Managed and supervised facility personnel including hiring,

promotions, recognition, discipline, and performance

management. Planned, directed, and monitored the

performance objectives of operations, staff, and

maintenance personnel.

. Established process performance metrics; tracking,

analyzing and reporting performance in terms of quality,

safety, cost, and customer satisfaction. Took corrective

action to bring about required change and ensured customer

expectations were executed at a level above the specified

standards.

. Submitted request for proposal (RFP), for goods and

services and monitor performance of subcontractors during

the delivery of operating, maintenance services and

projects.

. Resolved problems and/or conflicts and maintain open

communication with the customers and employees.

. Managed, directed and scheduled day-to-day and long-range

activities to ensure that the operation staff is properly

following processes and procedures.

. Ensured that the facilities were being operated and

maintained in a cost-effective and safe condition in

accordance with the approved budget and the customer's

requirements.

. Reviewed and approved all expenditures for tools,

equipment, supplies, materials and additional contract

requirements.

. Communicated operating philosophy, objectives and

expectations to peers and supervisors in a continuing

effort to build the site team.

. Identified under-utilized routes and transportation assets,

inefficient and costly practices and other causes of

variances to transportation costs, while working with

engineering and field management on corrective actions.

. Ensured performance reviews with performance plans were in

place for each employee and ensured timely feedback was

provided to each employee regarding their performance

objectives.

. Managed day-to-day customer, supply chain, and operational

management in a service environment with multiple teams of

technical and customer service personnel who operated in a

fast pace changing environment.

. Responsible for maintaining the budget goals in cost and

profit of the operation, while maintaining an acceptable

level of service. Developed new markets, increased market

share and established a stronger competitive position in

the area.

6/06 - 11/09 FEDEX EXPRESS, Finance, Business Systems

Analyst, Memphis, Tennessee

. As a Project Manager, I manage the interface between

Operations, Finance, Legal, AOD and EBS.

. Responsible for on time budget provision of client

deliverables for assigned project.

. Core team leader.

. Manage medium to large technology related projects in

support of Customer Service and Flight Operations.

. Serve as a technical liaison between the business units and

internal and external application developers.

. Prioritize market and operations

. Research technologies and products to meet business need.

. Develop business requirements to meet both tactical and

strategic objectives.

. Design user interface and call flow diagrams for automated

solutions.

. Ensure projects are in compliant with the Global

Development Process.

. Prepare and present formal presentations to communicate

project status and business request to upper management.

. Present development processes and review process changes to

team members and business managers.

. Document and review business processes for possible

automated solution opportunities.

05/91 - 09/98 FEDEX EXPRESS, Customer Information Services, Senior

Customer Service Rep and

Courier, Dallas,

Texas

. Accomplished accurate and timely delivery and pickup of

packages by using strong time management skills to complete

multiple tasked functions in a brief time period.

. Kept customers informed about the company and its services

in an effort to gain additional business; Passed leads to

sales department.

. Worked efficiently and safely in a fast pace and high

volume environment.

. Demonstrated excellent people skills in a heavy customer

contact environment.

. Assisted customers on basic features of service by

answering questions and problem solving.

. Acquired information for pickups, package tracking and

informing customers of disposition.

. Promoted company services by providing quality customer

service. Maintained, recorded, filed, and prepared vendor

bills for management authorization.

. Entered data into CRT using Windows.

.

TECHNICAL AND OPERATION KNOWLEDGE:

. DGO

1. Planning tools-Station Ops, Territories and PLAID

2. Best Practice

. CSSD

1. Planning tools-ANNIE, STAR and PHOENIX

. Computer knowledge

1. Strong knowledge of Microsoft Windows XP, Vista,

Access, Excel, Outlook, PowerPoint, Lotus Notes,

Exchange and Word

2. Netscape Navigator

3. Final Cut Pro

4. Leitch

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