Customer Service Management

Kevin Babcock

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

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

City: Nederland

State: CO

Zip: 80466

Country: USA

Phone: 303-***-****

Skill Level: Management

Salary Range: $56,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Kevin M Babcock

303-***-**** *********@********.***

LOGISTICS PROFESSIONAL

Experienced Logistics Professional offering progressive hands-on management and team leadership background in the laboratory and transportation industry. Recognized for systematically seeking out preventive action methods rather than reactive correction actions to facilitate and maintain a very productive and organized departmental environment. Skills include the ability to embrace new challenges and continually strive for innovative improvements. Additional skills include:

Coaching and Mentoring for performance improvement. Consistently deliver exceptional customer support for both external and internal customers.

Oversight of support operations in multiple markets encompassing numerous states. Recognized as solid team contributor and mentor. Proficient in departmental cost control and meeting or exceeding established Best Practice goals. Consistently requested for key projects.

. PROFESSIONAL EXPERIENCE

Idexx Laboratories. Westminster co.2001-2012 Operations Manager

Supported nationwide distribution network for transportation of samples and laboratory materials that included local, statewide, domestic and international services. Movement of product was performed utilizing local employees and contract couriers. Direct oversight of twelve daily employee courier routes and three contract courier routes in Colorado as well as three remote markets that included Kansas, Missouri and Nevada. Managed cost centers totaling over $900,000.00 in billing expenses

Reduced driver related customer complaints by 90% Sample return time to lab @ 96% on a goal of a predicted return time of 92%. Overtime reduced from 18% to 1%. Employee turnover trimmed down from 32% to 7% on a rolling twelve month period. Reduced missed pickups from 7 per 5000 to 1 per 5400. Safety: A total 1,001,848 miles driven accident free. Two year period 2009 and 2010. Assisted and supported operations in Texas, Arizona, Chicago, Vancouver and California. Logistics lead in Vancouver, overseeing transportation services during the 2010 Olympics. Implemented and chaired the Courier Turnover Reduction committee. Directed Customer Supply Delivery team pilot program in Denver which was implemented nationally and reduced annual supply distribution costs by over $300,000.00. Departmental cost control: Annual budget 14.5% on an actual of 12.5%. (Based on costs versus total corporate revenue.).

ADDITIONAL RELEVANT WORK EXPERIENCE

Additional relevant work experience in logistics, operations management, growth planning, employee performance management and staffing, and customer service in both large and small corporate environments.

EDUCATION / TRAINING

Basic computer skills Front Range Community College

Professional Development courses or certifications

Essential Skills for New Supervisors.

Certificate of Completion Crucial Conversations Training.

Dealing with Difficult People. Career Track.

Project Management Training Managing 100 Day Projects.

Civil Treatment for Managers Program.

Idexx GM (General Management) School.

MAGIC of Customer Relations.

Recipient of the Idexx 2x Awards in 2004 and 2006 for outstanding service to Idexx and their customers.

Supervisor Basic Training. Sioux City Iowa. (UPS Training)

Management by Commitment. (UPS Training)

People Workshop. (UPS Training)

ADDITIONAL INFORMATION

Habitat for Humanity volunteer.

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