Customer Service Manager

Joe Raymond

Email: *********@********.***

Address: ** ****** ***** ****

City: Turnersville

State: NJ

Zip: 08012

Country: USA

Phone: 856-***-****

Skill Level: Management

Salary Range: 85

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

JOSEPH J. RAYMOND

13 School House Lane, Turnersville, N.J. 08012

Cell 856-***-**** Home 856-***-****

OBJECTIVE: To utilize my leadership, managerial and coaching skills to obtain a position within your organization.

EMPLOYMENT

HISTORY:

2008 to 8/2012 Waste Management

District Manager (Trenton NJ, Woodbine NJ)

Responsibilities: Trenton- Manage the overall operations of a 100 employee WM hauling site.

Provide daily support and guidance for managers and employees utilizing coaching skills and techniques to advance WMs daily operating standards and Corporate vision. Daily duties include managing a multi- million dollar PL, diagnosing budget and operating metrics while improving processes, procedures, and performance. Ensures site is compliant with WMs Safety Policy for employee and public safety. Formulates short and long term goals using a strategic 5 year corporate business plan. Participates in monthly Market Area PL reviews to ensure budgets are met. Develops and implements programs for optimal equipment utilization, equipment maintenance and direct labor cost. Interacts with local city, municipal and county agencies to ensure customer satisfaction and efficiency standards. Perform as a valued community corporate citizen and environmental steward. Work with company vendors that reduce the number of one- time suppliers. Oversees personnel needs in the district including selection, coaching, disciplining, training, and evaluating employees.

Responsibilities: Woodbine- Transferred to the Woodbine District in 2009 to diagnose

a 33% yearly turnover rate of employees. Improved turnover rate to 3% in the last

12 months using coaching techniques, Gallup employee surveys and JD Power scores.

2007 to 2008 Waste Management

Operations Manager (Camden NJ)

Responsibilities: Managing the daily operations of the largest hauling site (200 Employees) in the New Jersey Market Area. Establishing and maintaining performance and efficiency metrics as well as cost management processes. Producing short and long-term goals to ensure compliance with market area strategies. Overseeing the personal growth of Route Managers by using succession-planning techniques. Ensuring district compliance with service machine standards to maintain Gold Certification. Resolving labor relation issues through labor relation strategies, managerial techniques while enhancing the districts standard operating procedures.

2006 to 2007 Waste Management

Route Manager (Camden NJ)

Responsibilities: Overseeing all aspects of residential pickup. Working with individual townships to maintain integrity within the contracts set forth. Developing drivers and helpers to work in a safe and effective manner. Managing productivity goals and safety standards.

ACHIEVEMENTS: Implemented PowerPoint presentations to all lines of business weekly. Implemented a data-mining project that the New Jersey Market Area has used for all sites. Instrumental in incorporating a post trip inspection lane that all trucks go through on a daily basis.

2004 to 2006 DHL

Operations Manager (Detroit MI)

Responsibilities: Overseeing all daily operations of the largest hub in the Detroit area.

Responsible for the daily operation that included managing one hundred drivers as well as 6

supervisors. Worked to resolve difficult labor conflicts while maintaining operational standards.

Instrumental in providing support in merging two air hubs into one. Successfully trained

personnel at the Dayton and Wilmington Ohio air hubs for the pending merge.

ACHIEVEMENTS: Selected to trouble-shoot failing operations in the Detroit, Michigan market, where I produced results at a ninety percent improved rate in productivity and profitability.

Instrumental in negotiating a labor agreement that was beneficial to DHL.

2000-2004 Airborne Express / DHL (Philadelphia PA)

Field Services Supervisor

Responsibilities: Training and dispatching drivers, route design, payroll, labor issues, various administrative duties, customer service and sales support, loss prevention, safety issues, cutting cost and maintaining terminal budget, stops and hours goal-knowledgeable in all facets of the Department of Transportation.

ACHIEVEMENTS: Selected to travel throughout numerous Market Areas in the United States to utilize successful management techniques in failing districts. Districts included: Nebraska, Iowa, Georgia, Ohio and Indiana. Utilization of skills to produce structured route design in the Philadelphia and New Jersey market area.

1995 to 2000 Airborne Express (Runnemede NJ)

Driver

Responsibilities: Worked as a Swing driver in NJS and ACD terminals, achieving success on every route. In striving to be promoted, I utilized my abilities to produce daily the greatest number of pick-up and delivery stops in the terminal.

ACHIEVEMENTS: Promoted to management in recognition of my abilities.

1990 to 1995 Roadway Package Systems (Thorofare NJ) Independent Contractor / Entrepreneur

ACHIEVEMENTS: Successfully managed all facets of independentbusiness ownership.

1982 to 1990 United Parcel Service (Philadelphia PA)

Delivery Supervisor

ACHIEVMENTS: Buildingskills that are utilized today through numerous management training

classes and certifications. Training included but not limited to certification in the following:

Leadership, Managerial Techniques, Labor Relations, Business Administration, Financial Strategies, Customer Service, and Market Sales.

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