Customer Service Management

Russell Fisher

**** * ****** ( Auburn, Nebraska *8305

H 402-***-**** ( C 402-***-**** ( *******@**********.***

Summary

A dedicated, accomplished operations professional with a solid

background of experience in shipping, logistics, and distribution.

Possesses a history of identifying key areas for improvement, as well

as implementing positive changes and processes for achieving goals.

Utilizes excellent communication, negotiation, and interpersonal

skills to form strong internal and external relationships at multiple

levels. A hands-on leader, who builds productive teams, providing the

training and motivation to exceed expectations. With a solid

commitment to excellence, facilitates the continued success and

profitability of an organization.

( Program Management ( Vendor Management ( Safety Standards

( Planning and Schedules ( Employee Development ( Total

Quality Management

( Customer Service ( Performance Management ( Records and

Reports

Key Accomplishments

. Improved overall Right Product On-Time Completion from 82% to 98% within

one year of taking over Shipping Department at Armstrong Cabinets by

developing and implementing effective new processes.

. Enhanced shipping accuracy and streamlined work flow by playing key role

during installation of new scanning software, ensuring loading of

products onto proper truck.

. Increased volume 9% within one year of taking over Nebraska City route

for United Parcel Service by consistently offering highest standards of

customer service and sales skills to promote company.

Experience

Armstrong cabinets Auburn, Nebraska

Shipping Supervisor 2003-2009

Area Coordinator for Shipping 2002-2003

Ensured proper packaging and shipping of products in timely manner to meet

expectations of customers. Processed and distributed inbound shipments of

supplies, as well as materials, to facilitate smooth operations. Directed

team of employees, assigning tasks and monitoring performance. Motivated

personnel to exceed expectations through hands-on management and leading by

example.

. Implemented different way to secure loads when complete, saving $40,000

per year.

. Improved safety awareness annually.

. Contributed to negotiation of rates with other trucking firms and LTL

carriers, saving $30,000 per year.

. Established and effectively communicated daily goals to sectors within

department.

. Monitor activities on continual basis to ensure compliance with quality

standards and safety regulations.

. Developed and conducted training on variety of relevant topics to

increase employee knowledge and skill levels, as well as foster cohesive

initiatives.

. Interacted extensively with freight vendors with responsibility for

monitoring and analyzing performance to verify maintenance of standards

for cost and reliability.

. Scheduled outbound and inbound shipments, carefully planning and

tracking products and supplies.

. Investigated and resolved variety of departmental issues, identifying

root causes of packaging, shipping, personnel, and problems to develop

sound solutions.

. Collaborated with additional departments and developed strategies for

achieving overall organizational objectives.

. Produced accurate reports on activities vital to decision-making

process.

Forklift Operator 2002

Loaded and unloaded trucks. Put away skids and maintained list of

placement of overstock skids. Pulled doors for upcoming orders.

Maintained daily safety checks for all machines at the depot. Prepared all

shipments from the depot to the main plant to keep production moving.

Drove straight truck, moving material from one location to the other.

United Parcel Service Auburn, Nebraska

Driver 1991-2002

Distributed and received packages on assigned route for commercial and

residential customers. Built and maintained solid relationships with

customers to increase business as well as revenues. Tracked and recorded

deliveries as well as pickups, verifying accuracy of information and

producing detailed records of actives.

. Held accountability for assigned equipment, ensuring maintenance and

proper operation.

. Contributed to establishment of new routes, working closely with peers

to ensure maximum efficiency while maintaining outstanding levels of

customer service.

Education

Peru State College, Peru, Nebraska, B.A., Geography, 1992

Professional Development

Essentials of Leadership, Armstrong Cabinets, 2008

Managing for Daily Improvement, Armstrong Cabinets, 2008

HIPAA: Privacy regulations, Armstrong Cabinets, 2008

Coaching Skills, Armstrong Cabinets, 2008

Anti-Harassment Training, Armstrong Cabinets, 2008

Basics of Employment Law, Armstrong Cabinets, 2007

Manager's Role in Compliance, Armstrong Cabinets, 2006

Operation Quantum Leap Supervisor Training, Proudfoot Consulting Group,

2005

5S Training, Armstrong Cabinets, 2004

Managing and Leading Training for Supervisors, Armstrong Cabinets, 2002,

2003

Supervisor as a Coach, Online, 2002

Supervisor as a Facilitator of Change, Online, 2003

Hazardous Spill Handling, UPS, Annual

Computer Skills

Microsoft Office Suite, Scanning Verification Software, ERP Software, Lotus

Notes

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