Customer Service Sales

Angela J Way

***** ***** ***** ***** #***

Jensen Beach, FL 34957

Phone:561-***-****

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

MANAGEMENT PROFESSIONAL

Results-oriented management professional with 14 years of increasingly

responsible experience improving processes, optimizing productivity and

driving revenue growth for multimillion dollar operations. Strengths in

strategic planning and execution. Committed to the highest level of

customer service. Demonstrated strengths in people development,

accountability and team building.

KEY SKILLS

Logistics/Sales Management Experience

ISO/SOP Certification Knowledge

Six Sigma Green Belt Certification

Load Planning/Routing Optimization

DOT/OSHA/Haz Mat experience

Financial/Cost Management

Sales Forecasting

WMS/

SAP/CAD

Map Point/Road net/Data Trac

Microsoft Office/Windows

EMPLOYMENT HISTORY

Coca-Cola Enterprises- South Florida, 2005 to 2010

District Sales Manager: Directly responsible for maximizing market share

in on premise accounts from Miami to the Florida Keys. Held accountable

for more than 3 million cases per year and more than $10 million in gross

profit per year. Responsible for coaching and developing the skills of

Account Managers and Business Development Managers. Negotiated long term

local agreements and customer marketing agreements (CMAs). Accountable for

achieving OPEX, labor, and sales budgets.

Distribution Supervisor: Responsible for day to day operations of the

warehouse and delivery merchandisers. Monitored route structure, fleet

utilization and productivity. Hired, trained, coached and evaluated bulk

drivers, side load drivers and vending full service drivers. Reviewed DOT

files, log books and DVIRs of Class A and Class B drivers. Adhered to

company policies/procedures and any applicable laws/regulations. Completed

Break/Damage/Lost reports and driver daily cash settlement reporting.

Directly responsible for monitoring driver hours and meeting OPEX budget.

Key Accomplishments:

Decreased employee turnover rate in the Florida Keys.

Miami/Keys District had the highest percentage of increase in gross profit

and volume in the South Florida Market Unit. 32% increase in GP and 18%

increase in sales volume.

Reduced non-productive direct store deliveries from an average of 8 per day

to 1 per day.

Teamed up with a project management team to implement Operation Excellence

and Customer Excellence

which began a National Continuous Improvement Program.

Corporate Express- Miami, Florida, 2004 to 2005

Division Transportation Manager: Managed the administration, customer

service and fleet for transporting office product throughout North America

and the Caribbean. Controlled a budget of more than $12 million per year.

Developed and implemented local SOPs, 5S practices and ISO standardizations

for the transportation department. Trained, coached and supervised 4

management personnel and 2 administrative personnel for 2 locations in

South Florida with an employee base of 55 and independent contractor base

of 20. Reviewed operational reports for trends and opportunities.

Negotiated all contracts with 3rd party carriers and fleet vendors.

Key Accomplishments:

. Revitalized an underperforming department, turning it into a top

ten performer in service metrics.

. Improved KPI of on-time delivery to 98.7% through careful

monitoring of daily route volumes.

. Decreased overall monthly expenses by $11,000 through re-

structuring 3rd party carriers and company routes.

. Managed the conversion of manual routing and invoicing to Road net

routing and EDI.

Conway Freight-Savannah, GA/Miami, FL, 2002 to 2004

Account Executive: Responsible for selling all logistic solutions to

customers within the Savannah Service Center area. Maintained CRM per

company policy. Responsible for identifying market trends, competitors

pricing and communicating those trends to my leaders. Reviewed and

discussed service performance reports and account payables with customers.

Follow up with customer leads given to others and myself. Negotiated all

pricing agreements and completed all RFPs. Established a strong rapport

with each client and handled any customer issues. Participated and lead

weekly sales meeting given to Driver Sales Representatives.

Freight Operations Supervisor: Fostered a team-spirit during the Miami

outbound shift. Completed pre-work communication meetings with dock

workers and line haul drivers. Scheduled, supervised and coached Dock

Workers, Linehaul Drivers and Administrative Personnel. Performed quality

load audits, checked tonnage accuracy and load manifest accuracy. Ensured

Hazardous Material Placarding of each load requiring it. Responsible for

controlling the OPEX budget through productivity of dock workers and line

haul drivers. Communicated to other service center locations regarding

loads and departure times. Audited DOT files and OSHA regulations.

Key Accomplishments:

Promoted to Account Executive after 1 year of employment through

accomplishing company objectives.

Scored high during company audit process on DOT, Hazardous Material and

Outbound Load Manifest.

Generated an increase in average monthly revenue by 18% for 2004.

In 2004, scored 100% during the company's internal audit on items

pertaining to completing customer leads, CRM reporting, portfolio accuracy

and pricing agreements.

Momentum Logistics- Jacksonville, FL, 1998 to 2002

Service Center Manager: Managed several locations throughout the South

East to include Fort Myers, FL, Atlanta, GA and Charlotte, NC. Directly

managed a team of up to 6 supervisors, 2 dispatchers and 1 transportation

analyst and indirectly managed up to 101 employees that included route

drivers and sorters for a 24 hour operation. Reviewed financial and

operational reports for ways to decrease overall expenses. Responsible for

the all operations within the assigned center to include fleet utilization,

sort operation, route structure, sales, safety, customer relations and

employee relations.

Key Accomplishments:

. Developed load plans and route analysis that boosted delivery

performance and reduced PM sort hours by @20%.

. Reduced damaged claims in Atlanta by 12%.

. Had a 99% on time departure of line haul drivers in Atlanta, GA.

. Reduced preventative accidents to 0 in Fort Myers through

introducing safety meeting and increasing awareness

United Parcel Service- Charleston, SC, 1992 to 1998

Operations Supervisor: Responsible for maximizing employee production on

the Preload and Reload shifts. Trained and evaluated delivery drivers,

feeder drivers, sorters and loaders. Completed performance evaluations on

unionized employees. Completed audits on package handling, safe work

methods and space/visibility methods. Adhered to company policies and

maintained routing structure. Performed routine maintenance on AS400 and

DIAD handhelds. Reviewed air dangerous goods/hazardous material and

international shipments for correct documentation. Examined and approved

all high value shipments. Handled any customer service issues.

Key Accomplishments:

. Increased stops per hour by 2 to exceed minimum accessible

requirements.

. My team received 2 gold medals in the region for improving customer

service metrics: decreased damaged packages and improved tracking

percentage.

EDUCATION AND PROFESSIONAL DEVELOPMENT

1996-BS- Major: Business Management- Minor: Computer Information Systems,

Charleston Southern University

Six Sigma Green Belt Certification, Project Management Certification

(enrolled), Team/Quality ISO Certification, Business Code of Ethics,

Dealing with Conflict Management, Professional Selling Techniques,

Negotiating Skills (NOVA), Leadership and People Development Orientation,

Essentials of Financial Management, Talent Acquisition-360 Degree

Evaluations, DOT Certification, Forklift Certification

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