Customer Service Quality Control

Lawrence Tuber

**** ********* **** ? Bexley, Ohio 43209 ? 614-***-**** ?

*****@******.***

Management Professional

Results-oriented Management Professional with 15+ years of experience

overseeing operations and training. Brings a proven ability to organize and

streamline complex projects, optimize resource allocation to increase

efficiencies. Created successful multifaceted training program for

contractors and employees. Analytical and motivated; skilled with

production management and marketing products for wholesale and retail

sales.

Areas of Strength

Leadership & Supervision Customer Service Training Troubleshooting

Vendor Management Process Improvement

Strategic Planning Problem Resolution Team Leadership

Quality Control Research & Analysis Public Speaking

Communication

Professional Experience

U.S. CENSUS BUREAU, DEPT. OF COMMERCE, Columbus, OH

2010

Field Operations Supervisor (2010-Present)

. Supervise crew leaders of enumerators for the Decennial Census of 2010

. Monitor performance and productivity of over 120 enumerators in field

operations

. Train staff in operational procedures and processes, federal

regulations and security

. Coach crew leaders in staff management, quality control, and

production

. Process and ensure the accuracy and quality of numerous Census

documents

CEVA LOGISTICS (formerly Select Carrier Group), Columbus, OH

2004-2009

Training & Development Supervisor (2007-2009)

. Developed a multi-media training program for contractor partners in

safety and compliance, operations and company policies and procedures.

. Designed staff development programs on a monthly basis to ensure

proficiency in customer service, operational excellence, communications

and contractor relations.

. Created standard operating procedures along with manuals to assist staff

with daily operational decisions, protocols and problem solving.

. Communicated with managers to identify departmental training

requirements.

. Facilitated weekly classroom trainings for groups of up to 40 employees

at all staff levels.

. Created and produced an on-line training program which enabled employees

to obtain a hazardous materials transportation certification upon

completion and improved the efficiency and access of training.

Ground Transportation Supervisor (2005-2007)

Managed both the Linehaul and Brokerage Truckload Departments

. Supervised 8 brokerage department employees in truckload operations.

. Maintained relationships with vendors and participated in the negotiation

of bids

and contracts.

. Planned loads for hub system; scheduled operations between 78 stations.

. Optimized fleet utilization for cost efficiency using contractor fleet

and outside carriers.

. Organized and streamlined end of quarter releases for high volume

customers.

. Ensured excellent customer service to internal and external customers.

Operations Specialist III (2004-2005)

. Tracked and traced freight for customers across the US to ensure timely

delivery.

. Dispatched trucks on assigned routes.

LT GLASS COMPANY, Columbus, OH 1990-2004

General Manager

. Managed and oversaw all operations for an art glass manufacturing company

that manufactured and marketed products to over 500 wholesale customers.

. Supervised up to 8 employees to ensure smooth operations.

. Responsible for creating and managing budgets, accounts

payable/receivables and overall profit and loss accountability.

. Participated in 20 tradeshows annually across the US.

. Created a successful apprenticeship program that trained numerous

artisans on efficient

manufacturing processes.

EDUCATION, CERTIFICATIONS & COMPUTER SKILLS

Bachelor of Science Journalism/Photo - Illustration

Kent State University, Kent, Ohio

Certified Safety Director Training

North American Transportation Management Institute, Richmond, VA

Certification in the Transportation of Hazardous Materials

Dangerous Goods International (DGI), Orlando, FL

Proficient with Word, Excel, PowerPoint and Trivantis Lectora elearning

software

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