Customer Service Management

Kevin J. Fitzgerald

**** ********* **** ** ***** Canton, Ohio 44709

440-***-**** (cell)

abnflr@r.postjobfree.com

General Operations Manager * Strategic Planner * Project and Safety

Developer

CAREER SUMMARY

Accomplished operations professional with 15 years experience in managing

costs, recruiting/training employees, Safety Management, and regulatory

agencies compliance. Valuable combination of logistics problem solving

ability and management skills. An effective communicator with the ability

to interact with executives, staff, regulatory agencies, clients and

vendors.

CORE COMPETENCIES

. Logistics

. Project/Safety Management

. Cost Benefit Analysis

. Supply Chain Distribution

. Terminal Management

. Drive Recruitment

. Equipment Utilization

. Client Relations/Team Leadership

. Operational Processes

. ISO/Six Sigma

. Microsoft Office, Excel, Word and Rumba Mainframe

ACCOMPLISHMENTS

. Recognized with the Management Incentive Award, '06 and '07, for

exceeding VAFR-P (preventable vehicle accident rate) targets for three

consecutive years.

. Consistently exceeded customer delivery requirements for cryogenic gases

with a 99.7% "Run-Out" average.

. Managed 85% driver in-service scheduling, resulting in meeting "Run-Out"

targets.

. Developed a driver recruitment, hiring, and training process resulting in

the attraction of twenty new drivers

(65 % increase) to the fleet while maintaining safety and "Run Out"

standards.

. Achieved distribution cost percent of target budget. Reduced Repair &

Maintenance cost by 13%.

. Achieved all satisfactory internal/external DOT Audits.

WORK HISTORY

Third Party Logistics Consultant with Six Sigma Certification, Canton, OH

2008 - 2009

(Service developer providing customers value added services and supply

chain solutions)

AIRGAS MERCHANT GASES / LINDE GAS, LLC., Canton, OH

2006 - 2008

(Airgas is the United States largest distributor of industrial, medical,

and specialty gases and related equipment, safety supplies and MRO products

and services to industrial and commercial markets.)

Terminal/Branch Manager

. Managed a $9M operation consisting of union bulk tanker drivers, fleet

maintenance mechanics, and an administrative staff of 53 personnel. Full

P & L responsibilities.

. Transitioned company from Linde Gas into a "hold separate business" in

compliance with FTC requirements, and then to Airgas Merchant Gases.

. Managed operational cost efficiently and effectively while complying with

all regulatory agencies including DOT, OHSA, and FDA requirements.

. Recruited, hired and trained new drivers (growth from 30 to 50 drivers in

2 year period).

. Oversaw safety management.

. Investigated all accident/injury incidents, administering corrective

action, and implementing safety improvements.

. Maintained monthly distribution expenses with the ability to explain

variances and recommend actions to execute for budget achievement.

. Created workforce schedule to coordinate with logistics center personnel

to ensure sufficient "mandays" to exceed targets for customer

satisfaction and customer service levels.

. Developed a sustainable audit process for driver files, vehicle

maintenance records and shipping papers to ensure regulatory compliance.

Terminal ISO Certified.

YELLOW ROADWAY, INC., Richfield, OH

1997- 2006

(YRC Worldwide, a Fortune 500 company, is one of the largest

transportation service providers in the world.)

Operations Coordinator, 1999 - 2006

. Reduced costs 30% at new corridor hub by decreasing staffing levels,

implementing more efficient productivity standards, and increasing

interaction between staff and customers.

. Managed Line Haul dispatching processes and procedures for Yellow's

largest transportation network

. Oversaw a complex scheduled environment for timely, efficient and

accurate loading/unloading of shipments.

. Established goals and planned work assignments for 50 employees

. Coordinated 320+ inbound/outbound trailers daily, analyzing and planning

priority shipments, and determining appropriate level of service.

. Achieved increased production levels, shipment goals and high customer

service levels through effective multi-tasking, problem-solving, and time

management.

. Communicated with all levels of management, union workforce, and outside

customers to determine staffing needs, production control, budget/cost

control and shipment schedules.

. Managed staff to meet adherence to all safety regulations as stated by

Yellow Transportation and DOT.

. Terminal ISO Certified.

Operation Supervisor, 1997-1999

. Awarded the Dock Gold Certificate for meeting highest quality and

production standards as a member of the Cleveland Terminal Management

Team

. Supervised, motivated, and coached a union work force of 150 employees.

. Trained employees in safety, quality, and production.

UNITED PARCEL SERVICE, Middleburg Heights, OH

1993-1997

(UPS is the world's largest package delivery company and a leading global

provider of specialized transportation and logistics services.)

Quality/Feeders/Service Supervisor

. Supervised sorting and handling operations for 30,000 nightly packages.

. Trained for package car driver, quality team, feeders, sales, and

Service/Recovery positions.

EDUCATION

BOWLING GREEN STATE UNIVERSITY, Bowling Green, OH

B.S. Degree, Business Marketing/Management Education, Minor: Sales

ST. EDWARDS HIGH SCHOOL, Lakewood, OH

TRAINING

Total Quality Management ( Collective Bargaining ( Valuing Diversity (

Sexual Harassment ( Employee Relations Team Building (D.O.T. ( Performance

Management ( PPE ( Enroute Security ( Emergency Action Plan ( OSHA Right to

Know ( CGMP ( Federal Motor Carrier Safety Regulations ( The Smith System (

Six Sigma Certified

CERTIFICATION

DuPont Safety Methodology, Hazardous Materials (HAZMAT), TQM Certified, Six

Sigma Green Belt.

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