Customer Service Manager

Location:

Owings Mills, MD, 21117

Posted:

March 09, 2010

Contact this candidate

Resume:

LAMAR COBB

**** *********** **** #*** • Owings Mills, MD • 21117

Home: 757-***-**** : ************@*****.***

Objective: Seeking Management Position

SUMMARY: Intelligent, well-rounded self started with successful background in motivating

and working with people looking for new challenges.

Summary of Qualifications

My skills have been tested in six years of work experience in high stress, high pressure positions.

Through an ability to listen and evaluate the strengths of others I have learned much about

logistics management and motivation of a diverse set of individuals. I control an exceptional

ability to adapt and learn in a fast paced work place. I take pride in being team-oriented and

always professional.

Professional Experience

Severstal Railroad Holdings, Sparrows Point MD August 2008 – present

Shift Supervisor

Responsibilities

Production: Supervise the railroad interplant switching operations of the Sparrows Point steel

making operation. The sparrows point plant contains over 160 miles of rail. The PBR short line

railroad as we are most popularly known also services several outside companies in the Dundalk

MD area. The major goal of the shift supervisor positions is employee safety, logistics

coordination and the productivity management of approximately 40 union trainmen. All union

employees are members of the United Steel Workers Union. The shift supervisor position also

requires one to oversee the daily interchange of unit trains with Class I railroads (CSX, NS).

Other duties include train accident prevention, derailment repair, inventory and railcar tracking,

FRA rules compliance and train accident reporting.

CSXT, Baltimore MD March 2007 – August 2008

Terminal Trainmaster (Transportation Officer – MGT)

Responsibilities

Production: Develop, plan and launch tools and processes. Provide input to LOR Supt, Terminal

Supt or Terminal Manager for medium/long-term resource planning. Manage and coordinate

execution/implementation. Develop and communicate tactical plans to Dispatchers for managing

the local resources in order to achieve the operating plan within budget. Resolve daily resource

(power, crew) issues in order to stay on or recover to the operating plan. Proactively

communicate service failures or customer problems to Customer Service and respond to service

inquiries from Customer Service. Attend customer meetings with Commercial when: developing

new relationships to define service requirements, addressing service performance issues for

existing customers, and ensure customers utilize defined customer service processes for all other

interactions with CSX, including orders, service changes, status checks, daily performance

issues, etc. Serve as contact for local Connecting Lines. Plan, monitor and address any problems

with local service delivery. Determine when to close-out incomplete trains. Review performance

and identify areas for improvement. Daily monitoring of train crew performance and support of

Chief Dispatcher in managing dispatchers; perform regular Operational Tests for FRA rules

compliance, document performance and submit data promptly and accurately. Ensure the

accurate completion of work orders by conductors and Yardmasters to ensure proper tracking of

work performed.

SAFETY: Develop, plan and launch tools and processes: Deliver Safety Skills Seminars.

Manage and coordinate execution/implementation. Perform safety observations, collect safety

performance data and submit promptly and accurately. Communicate/execute safety plan

detailed by the Safety committee and LOR Supt. Communicate work hazards and importance of

safety to crews and dispatchers in safety briefings. Build relationships with assigned employees

to encourage safety practices (FELT Leadership). Closely communicate with and report on at

risk employees. Investigate minor incidents and injuries (KFAs). Resolve immediate, short-term

hazards and safety issues within LOR territory; Review performance and identify areas for

improvement.

MANAGING PEOPLE: Train, equip and certify people and materials. Reward and discipline to

create desired behaviors. Identify needs for discipline or reward/ recognition and communicate

them to LOR Supt. Promote and develop future leaders. Coach crews to enhance their decision-

making, efficiency and effectiveness.

CSXT, Russell KY January 2006 – March 2007

Line of Road Trainmaster (Transportation Officer -MGT)