Customer Service Manager

Dale Cooper

*** *** *****

San Clemente, CA *****

Home: 949-***-**** Cell: 949-***-****

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

Customer Service Manager

Professional Customer Service/Claims Manager offering:

. Extensive experience providing customer support and claims

management in global transportation/logistics industry.

. Customer service expertise with the ability to build productive

relationships, resolve complex problems and maintain customer

loyalty.

. Positive team building skills - provide creative solutions and

diplomatic negotiation to promote customer satisfaction and

confidence.

Experience

Investigate and settle intermodal cargo loss and damage claims. Perform

technical research. Design best-option solutions for customer and company.

Interface daily with internal partners in corporate and global field

offices.

Manage a department of 6 to 10 clerical, customer service and adjuster

personnel. Handle claims of highest priority and financial impact. Manage

a high-volume workload within a deadline-driven environment.

Handle high-pressure customer complaints via phone within a time-sensitive,

overnight airfreight delivery environment. Develop statistical reports for

corporate and field office management. Create and implement procedure

training material.

Key Accomplishments:

. Reduced year-end open claims inventory by 59%.

. Increased annual insured shipment values by 32%.

. Increased annual cargo insurance revenue by 13%.

. Reduced cargo insurance cost by 19%.

. Reduced annual claim payment dollar amount by 29%.

. Reduced annual number of claims paid by 18%.

. Increased annual carrier subrogation recovery by 153%.

. Reduced claim-to-shipment ratio from .19% to .16%.

. Matched unidentified cargo to claims filed for an annual savings

of $1.3 million.

. Increased annual Declared Value revenue by 10%.

. Improved claim settlement time to 94% at 30 days.

Employment History

Senior Claims Adjuster Specialist, Schenker (formerly BAX Global) 2004-2010

Manager Claims Services, BAX Global 1994-2004

Supervisor Claims Services, BAX Global 1993-1994

Adjuster Claims Services, BAX Global 1979-1993

Supervisor Customer Service, BAX Global 1977-1979

Education

Ventura College: Associate of Arts degree

California Lutheran University

California State University Northridge

Training

Padgett Thompson "How to Supervise Better" course

Skillpath "Management Skills for New Supervisors" course

Skillpath "Coaching and Teambuilding Skills for Managers" course

Dun & Bradstreet "The Supervisor's Workshop" course

California Institute of Technology "Assertive Management" course

BAX Global "Effective Supervision" course

Franklin Covey "Achieving your Highest Priorities" course

BAX Global "Negotiating Value" course

Awards

Burlington Air Express "Above and Beyond" award

BAX Global "Star Circle" award

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