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Manager Customer Service

Wilmington, Ohio, 45177, United States
May 24, 2010

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Gary A. Barr

**** **** ****** (937) ***-****

Wilmington, Ohio 45177

Operations Management

Strong combination of change management, operations, quality control, and labor relations

skills. Results-oriented professional with a strong track record of achievement in exceeding key

performance indicators in customer service, productivity, and safety. Recognized for the ability

to identify areas for continuous improvement, and implement strategic plans that ensure

operational success. Proven leadership and motivational skills in the development of positive

work climates and cross-functional team development.

Core Competencies

Quality Assurance • Operations Budget • Multi-Site Operation • Reorganization/Turnaround

Management • Cross-Functional Team Development • Organized Record Keeping • Leadership

Development • Strategic & Tactical Planning • Policy & Procedure Development • LEAN

Productive Concepts • Six Sigma • Business Ethics • Microsoft Word, PowerPoint, & Excel

Professional Experience

Airborne Express, Inc. / ABX Air, Inc. 1991-2008

A $19.6 million cargo and package airline subsidiary of

Air Transport Services Group, with DHL as its largest customer.

Wilmington, Ohio

Manager of Automated Express Sort System (2006-2008)

Selected to manage, organize, and strategically initiate a new automated express sort system that

involved the development of new policies and procedures for approximately 130 employees.

Responsible for maintaining key performance indicators, service levels, and safety frequencies.

• A demonstrated ability of leadership using motivational and cross-functional training to

consistently motivate a workforce inner willingness to exert an effort in successfully

providing continuous improvement. Successfully attained and raised productivity goals

three times resulting in a 17 percent overall increase in pieces per hour.

• Earned a proven record of adaptability through use of LEAN and Six Sigma principles.

Sustained and exceeded key performance indicators to drive a 98.9 percent overall on-

time performance rating.

• Proven ability to demonstrate use of labor relations in resolving issues between the work

force and the company on polices and procedures.

Manager of Wilmington Sort Operations (1994 to 2006)

Managed five different department functions within the sort domicile with responsibility for over

300 employees. Responsible for policy and procedure development along with maintaining or

exceeding key performance indicators that were tracked daily. As a result of performance,

promoted to manager of new automated system that was integrated into the sort system.

Gary A. Barr Page 2

• Selected for exceeding performance to a special assignment in 2004 as a regional

manager with the responsibility of four sort facilities located in four different states.

Successfully provided reorganization to provide a successful environment in which

service levels were increased from 92 percent on-time performance into the delivery

stations to 97.5 percent. Exceeded goal by 2.5%.

• Recognized for demonstrated analytical capabilities by being selected to participate in

Six Sigma and LEAN principle training. Successfully worked on special assignment to

improve company productivity levels and flow processes using key training principles.

• Recognized for consistent organized record keeping, development of procedures, and

high level of quality controls, producing audit results that averaged in the upper 90 th


Regional Terminal Manager of Allentown, Pa. Hub Operations (1991 to 1994)

Managed the largest regional sorting facility in ABX Air, Inc. system where responsibilities were

identical to later assignments in Wilmington, Ohio. Additionally, maintained the facility’s budget

and building maintenance successfully. Consistently maintained and developed labor relations in

a multi-cultural non-union workforce.

• Successfully reorganized sort facility and worked with regional networks to increase

volume of business that resulted in transitioning to a new and larger facility.

• Played a key role in successfully networking with regional facilities to improve efficiency

of service levels in company network. This success resulted in a promotion to company

head quarters in Wilmington, Ohio.

• Successfully opened three operational facilities using cross-functional team development

and strategic planning to meet our operational startup deadlines.

United Parcel Service 1977-1991

World’s largest package delivery company, specializes in transportation and

logistic services, a $49.7 billion corporation

Cincinnati, Ohio

Worked as a part-time sorter and delivery driver. Promoted to supervisor in 1985, effectively

managing 40 unionized (Teamsters) delivery drivers.

Education/Professional Training

Southern State Community College Associate of Arts 2001

Hillsboro, Ohio Arts and Sciences

Summa Cum Laude 4.0 GPA

Completed numerous workshops and seminars including Zenger-Miller Training, People

Workshop, and Six Sigma. Worked on various multi-cross functional teams as the company

promoted LEAN principle concepts to be more successful in a competitive market. Green and

black belt certified in Six Sigma. A member of APICS, The Association for Operations


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