Customer Service Manager
Resume:
Matt Roberts
**** ***** **** ***** *** Hickory, TN 37138 *************@***.*** 615-945-
Objective
Utilize extensive Human Resources experience and Operations background to
obtain a Senior level leadership position with a culturally sound, leading
edge organization.
Education
University of Tennessee, Knoxville
May 2002 Graduate
> Bachelor of Science, Business Administration
> Specialized in Logistics and Transportation curriculum
August 2001- Recipient of the William Way, Jr. Scholarship for Academic and
Leadership Excellence.
Professional Experience
Central Transport, Inc. June 12,
2006 to Present
Nationwide Less-than-truckload Carrier
Regional Human Resources Manager, Nashville, TN, June 2006 to Present
> Interact with Divisional Vice Presidents, Regional Operations
Managers, and Terminal Managers in a seventeen- state region to
analyze and ensure proper management staffing and retention. Current
region(s) spans from Miami, FL to Gardiner, ME and includes a total of
seventy-five trucking terminals. Current headcount in excess of three
hundred and fifty salaried managers.
> Recruit, interview, and place the most qualified candidates for
positions ranging from Divisional level executives to entry level
management candidates. Positions successfully sourced include
Terminal Managers, Operations Managers, Customer Service
Representatives, Regional Maintenance Managers, Maintenance Managers,
and Sales Account Executives.
> Provide exceptional administrative support to the field; including
payroll resolution, annual evaluations and reviews, training
compliance, employee relations, and succession planning.
Wal-Mart Stores, Inc. - Logistics Division June 1, 2002
to May 26, 2006
Grocery Transportation Operations Manager, Henderson, NC, August 2005 to
June 2006
Perishable Food Distribution Center- Meat, Produce, Freezer, Dairy, and
Deli- 500,000 sq. ft.
> Managed the Central Transportation Office composed of 21 hourly
associates and 1 Area Manager, in addition to, an annual P&L
responsibility of $20 million dollars.
> Acted as a liaison between the Central Transportation Office and our
third-party carrier to ensure the highest customer service to 50 Wal-
Mart Supercenters, 11 Expanded Food Stores, and 35 Sam's Clubs.
> Lowered the overall cost structure of the Common Carrier Outbound line
on the P&L by implementing a trailer cube change from 70 cube pallets
to 72 cube pallets. Initial cost savings through warehouse handling
operations and equipment utilization was $150,000 per year.
Private Fleet Transportation Operations Manager, Ottawa, KS, September 2003
to August 2005
General Merchandise Distribution Center- Staple stock, break pack, pallet
pulls, etc - 1.4M sq. ft.
> Managed approximately 215 Private Fleet Driver Associates and 40
Office Associates.
> Delivered 1,000+ truckloads of general merchandise per week to Wal-
Mart Stores and Sam's Clubs while achieving 99.83% Level of Service.
> Composed a local Manpower and Equipment Forecast to achieve 2,500
miles per unit/per week on 167 operating units and 215 driver
associates.
Private Fleet Area Manager, Mt. Pleasant, IA, September 2002 to September
2003
General Merchandise Distribution Center- Staple stock, break pack, pallet
pulls, etc - 1.2M sq. ft.
> Managed weekend operation consisting of 7 Hourly Associates, 1
Supervisor, and 95 Driver Associates.
> Learned more intricate facets of the operation (including Capital
Budgeting and P&L forecast and revision) to prepare for the next level
of progression.
Private Fleet Management Trainee Program, Cullman, AL, June 2002 to
September 2002
General Merchandise Distribution Center- Staple stock, break pack, pallet
pulls, etc - 1.4M sq. ft.
> Intensely learned Wal-Mart's culture and People policies to prepare
for an Area Manager role. Trained in dispatching philosophies,
backhaul administration, customer service, and Fleet safety, as well
as, DOT regulations.
College Internship
Goody's Family Clothing May 2001 to
November 2001
Second Shift Area Manager, Knoxville, TN Corporate Headquarters
Distribution Center
> Successfully created Summer Internship program at Goody's for the UT
College of Business.
> Learned clothing retail terminology and distribution/shipping
processes through cross-training and mentoring with Operations
Managers.
Professional Development
> Senior Leadership Seminar Graduate- Wal-Mart Stores, Inc.-
Bentonville, AR
> Walton Institute Graduate- Wal-Mart Stores, Inc. - Bentonville, AR
> Behavioral Interviewing Training I and II- Wal-Mart Stores, Inc.-
Ottawa, KS and Mt. Pleasant, IA
References
> Professional and personal references available upon request.
Contact this candidate