Customer Service Manager
Resume:
David M. Dickman
Marion, IL. 62959
**********@*******.***
SUMMARY
Senior Management professional with 21 years of demonstrated Logistics,
Distribution and Operations Management experience with two of the leading
global transportation companies. A decorated track record of success,
adapting the three cycles of Total Quality Management (Research, Plan and
Act) to ensure continuous improvement specific to fiscal and corporate
success as well as customer service. Core Professional Competencies
include:
. Multi Million Dollar P&L Management
. Safety Focused
. Multi Unit Operations
. Process Improvement
. Productivity Standards
. Customer Relations and Satisfaction
. Route Engineering
. Dispatch
. Industry Technology
. DOT & OSHA Compliance
PROFESSIONAL EXPERIENCE
DHL Express-Eastern Regional Operations 2008-
2009
District Field Service Manager
Managed a team of Transportation Experts to engineer and re-structure
terminal operations in the eastern U.S. division. Identify areas of
opportunity through hands-on interaction and analysis of every aspect of
DHL's functions. Assess knowledge base while improving operational
shortfalls and limiting factors; develop and implement re-structuring plan.
Conduct Project Management while orchestrating terminal consolidation and
framing corporate profitability design.
. Created Master and Daily Operating Plans for use by all re-structuring
teams nationwide to improve corporate financial stability. As a
result, facilities were able to reduce labor hours by increasing dock
productivity and increasing pick up and delivery stops per hour without
impacting service commitments.
. Led team to #1 ranking in productivity improvement, manager
understanding and fiscal improvements by creating a "Train the Trainer"
campaign, ensuring manager understanding of core operational
competencies, allowing achievement of corporate operational productivity
and retention goals.
. Re-evaluated engineered operating standards to achieve a reduction of
100, labor hours ($2000) per day by right sizing pick up and delivery
routes and establishing dock performance standards then holding
employees accountable through observing and documenting best
demonstrated performances. Directly responsible for up to 1000
vehicles in the Eastern Division.
David M. Dickman - page 2
Central Transport Int.
2007-2008
Terminal Manager
Managed staff of 17 CDL drivers, one dispatcher and sales person that
supported approximately 80-120 delivery and pickups throughout Southern
Indiana, Southern Illinois and Northwestern Kentucky.
. Maintained employee productivity and commitment to quality by re-
engineering routes to provide superior service to the customer base.
. Increased sales 200% by joining sales executive on customer calls and
using strong negotiation skills with operational knowledge to obtain new
and increase existing business. Provided excellent customer service,
managing of accounts and customer resolution.
. Improved driver survey results and retention by 125% through daily and
weekly communications meetings and encouraging employees to assist with
process improvements and implementing applicable suggestions.
FedEx Ground
1996-2007
Senior Manager
Led a staff of 95 Owner/ Operators, and employees to provide service
commitment to customers. Ensure OSHA, DOT, Diversity and fiscal
responsibilities were met. Developed employees through training and
accountability to enhance their marketable assets in achieving promotions.
. Led a group of 75 Owner/ Operators to the 5th best accident frequency
nationwide in 2005 by implementing a "Make Safety Personal" campaign.
. Managed a $4M fluctuating budget while improving the operating ratio
from 86 to 84 annually equating to $80,000 increased profit annually.
Received in recognition the Service Culture Award for best overall
operating facility from 1999-2005.
. Developed and implemented a driver safety training program resulting in
45% fewer accidents compared to Owner/ Operators that did not
participate in course.
. Improved committed delivery service from 97.9% to 99.0% while leading
2nd highest volume terminal in company.
. Assisted account executives on sales calls and presentations in order to
retain and grow the customer base. Managed intense P&L reports which
exceeded revenue goals by 125%.
EDUCATION
University of Missouri - St. Louis, BS
PROFESSIONAL DEVELOPMENT
. Total Quality Management
. Diversity Training
. Leadership Principles I and II
. Operations Training
. Smith System (Defensive Driving Techniques)
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