Manager Customer Service
Resume:
FRANK S. ROZSA
* ***** **. ****: 201-***-****
Hillsdale, NJ 07642 *******@*********.*** Cell: 201-***-****
SUMMARY
Global Operations Leader with a reputation for exceptional planning/organization/execution skills and
customer relations, maintaining the highest levels of trust and integrity. Proven track record of
transforming new and under performing operations into high performance, best in class service models.
Ability to build brands and drive revenues towards profits growth through executive relationships.
Collaborative partner energized by new challenges and opportunities. Dynamic coach and mentor known
for improving employee morale, operational efficiencies and performance 24/7. Strong resolve and f ocus
on critical business and customer priorities in times of challenge and crisis management.
Logistics/Engineering Safety Compliance Management
Sales Management Project Management
Customer Service Facilitator of Corporate Schools
Multi-unit Coordinator Talent Management
PROFESSIONAL EXPERIENCE
INDUSTRY MODEL AND TALENT STUDIOS, Edgewater, NJ 2008- Current
Regional Operations Manager (Nov 2008- Current)
Responsible for P/L, contract negotiations, talent management, operational efficiency and first time sales
of 10 locations including venues for New Jersey.
Opened 3 new locations within 3 months of employment. Currently in negotiations for 3 more by
August 2009.These locations currently provide an additional $ 33,000 weekly in new revenue
and are operating at 70% of the total potential in a challenging market.
Manage 5.2 million in first time sales driven from 7 previous locations.
Restructured employee compensation plan, improved management of assets to immediately
realize a $ 7500.00 fixed budget savings per week.
7 new managers were hired to strengthen New Jersey team and allow for short term growth.
Developed standardized MOP to provide the structure that will allow organization to grow
rapidly.
Direct report to CEO
DHL, South Hackensack, NJ 2007-2008
District Field Services Manager (2007-Oct 2008)
Responsible for transportation, sales, security, vendor contracts, labor relations, customer service with in
Bergen, Passaic and Hudson counties. Coordinate transportation between station s in Allentown, Pa,
Oberlin, Ohio and JFK Airport 24/7.
Proven track record in service, sales and profitability improvement over a short period of time.
Lead business unit ranked 56th in the company in performance (service, productivity, revenue and
profitability) to a 17th place ranking at the end of 1st quarter 2008. The organization was ranked
1st in the company at the end of the 2nd quarter 2008. Results were driven by talent management,
succession planning and process management.
Restructured sales force to improve current account base revenues from $ 10.6 million per month
to 16.1 million per month, year over year.
PAGE 2 FRANK S. ROZSA
UNITED PARCEL SERVICE, Secaucus, NJ 1986-2007
Operations Division Manager (2004-2007)
Led 4 operations/staff managers, 10 area managers (Operations, Human Resources, Security, Finance, and
Industrial Engineering) and 76 part time supervisors, 24/7, in all phases of operations. Responsible for 630
hourly employees and maintaining relations with the Teamster union Local 177.
Improved “one day” product service performance in 25 states through trailer network logistics and
building operations realignment. Result was an increase in reliability 6 %.( 92% to 98%)
Improved Safety performance and reduced total workers compensation co sts by 3.3 million dollars
over the past 2 years.
Improved employee retention by redeveloping employee hiring/training manual and making it a
benchmark for corporate to use in domestic operations. Reduced the need to hire by 182 employees
over the past year and a half.
Implementation of trailer consolidation sort that reduces $ 21,000 per day in excess trailer expense
domestically.
Improved operational productivity resulting in a cost savings of $ 3,800 per day.
Coordinated Habitat for Humanity Community service efforts in year of 2005 and 2006.
Refined performance management programs to include 100% evaluation, career development and
succession planning.
Major Account Manager (1998-2004)
Responsible for growing business from existing account base of 41 and from new sales leads that had at least
$ 20.0 million per year in potential business.
Generated $12.5 million dollars in “new business from existing and new accounts. Existing account
base was at $85 million dollars in annual revenue.
Worked with customers on weekends and nights to logistically structure distribution centers in
United States.
Enhanced executive relationships to develop business from non existing accounts.
Improved the team s customer satisfaction index from 88% to 95%. ( Best in Class)
Improved account “win” rate from 83% to 90%. ( Accounts fully transferring all business to UPS)
Significantly enhanced competency of account executives through on-going training, career
development and participation in systems user product knowledge testing resulting in 40% individual
employee productivity gains.
Coordinated customer appreciation activities. (Stadium and Arena boxes, golf tournaments,
NASCAR, Broadway play, corporate dinners and events, etc.)
On Road Operations Business Manager (1996-1998)
Responsible for Service, Performance, Safety and P/L of 4 managers and 12 supervisors in 4 package
delivery centers responsible for 310 delivery vehicles.
Reduced $10,000 per week in overtime by restructuring delivery/pickup routes using on road
observation, delivery technology and GPS.
Reduced delivery claims by $ 2.2 million by implementing a Claims Steering committee comprised
of employee and management chairs.
Reduced 18 driver routes, $1.08 million per year, due to route restructure.
Achieved 95% customer retention rate through contract renewals and exceptional service results.
Implemented on road safety training program that reduced “at fault” injuries by 60% and auto
accidents by 75%.
PAGE 3 FRANK S. ROZSA
Corporate School Instructor (1995-1996)
Instructed SLS and MLS (Supervisor Leadership School and Manager Leadership School). School sessions
lasted for 3 weeks in Chicago, IL, Sharonville, OH and Charlotte, NC
Taught operational tactics, business ethics and values, business simulation (Running a start up
company), planning/organization/execution, employee conduct and relations, service performance
and productivity strategy.
Community Service commitments, hiring/training of employees and management development. Cost
planning/Budgeting, Teamster relations
Operations Engineering Manager (1993-1995)
Led process and project management support for 2 buildings responsible for a $ 53 million dollar budget.
Setup logistically and operationally, pilot sites in New Jersey to process excess package volume of
159,000 packages per day in the peak seasons of 1994 and 1995.
Worked with business units to restructure package distribution and trailer networks to save $ 17,500
per day in over the road movements.
OTHER RELATED EXPERIENCE
Coordinated activities and events for Board of Directo rs visit to our Secaucus facility in 2000.
Coordinated/mobilized over 2600 management during 12 day strike in 1997.
PROFESSIONAL CERTIFICATIONS
Associates Degree in Radiology Dale Carnegie Graduate/Instructor
Quality Improvement Process Child Care Directors Academy
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