Customer Service Manager

Greg Hine

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

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

City: Easton

State: PA

Zip: 18040

Country: USA

Phone: 610-***-****

Skill Level: Director

Salary Range: $150,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Gregory J. Hine

1800 Hoops Lane Easton, PA 18040 610 - 250 - 9928

E - Mail: E - Mail: ******@***.***

CAREER OBJECTIVE

A challenging and rewarding Transportation Management position within your organization where prior experience, personal ability, and a commitment to professionalism would be of value. Position should allow for continued personal and professional growth commensurate with achievements.

SUMMARY PROFILE

A skilled and experienced transportation professional, offering a consistent record of success in positions that have provided a strong production, financial, supervisory, administrative, sales and relationship management background. A talented organizer and resourceful problem solver able to adapt to change, exercise sound judgment and coordinate multiple tasks. An effective communicator and astute motivator; capable of directing and training others, or contributing to the collaborative efforts of a team. Reliable, results-oriented and self-motivated, with a strong work ethic and the ability to build productive professional relationships. Attentive to detail, thorough and quality-oriented; able to plan and prioritize to meet deadlines, quality goals and bottom-line objectives.

Facility / Port Operations - Directed, coordinated and oversaw all logistics objectives. Conferred and cooperated with management personnel in formulating administrative and operational policies and procedures. Directed, through operational personnel, activities of operations department to include optimum use of vehicles, equipment, facilities, shipping containers and personnel. Reviewed and analyzed financial and operations reports to determine requirements for increasing profits and reducing costs. Knowledgeable in full range of domestic and international shipping and receiving operations. Extensive knowledge of and ability to read and interpret governmental transportation regulations and all pricing tariffs. Extensive knowledge and experience in union/labor procedures.

EDUCATION

SHIPPENSBURG UNIVERSITY Shippensburg, PA

B.S. Degree - Criminal Justice 1989

* Senior Offensive Running Back - University Football Team

* All State in Track and Field

LAKELAND HIGH SCHOOL Chapman Lake, PA

Graduate Diploma - College Prep 1986

* Captain of Football Team / Track and Field

TRAINING SEMINARS

* Constant learning within the workplace and through career-related education, along with continual involvement in independent study to enhance professional expertise.

* "The Best A Player" training program

* Countless DHL/Airborne Management Seminars

* Investment of Choice - Proven impact on financial objectives such as top line growth, bottom line Improvement, cash generation or capital efficiency

LICENSURES / CERTIFICATIONS

* Certified International Specialist - Endorsed by J.D. Powers

* Sigma Six Certification - Villanova University

COMPUTER SKILLS

* All Windows Venues * Microsoft Word * Excel * Power Point

* Internet * E - Mail

PERSONAL INTERESTS

*Enjoy: College & Pro Football, Track & Field, Golf, Fishing, Hunting, Coach Girl`s Soccer Team, and Family Time

PROFESSIONAL EXPERIENCE

DHL WORLD WIDE EXPRESS Allentown, PA

Operations Project Manager - Midwest/Mid-Atlantic Area 3 6/12 - Present

PHL Cluster Area Operations Manager 8/09 - 6/12

Promoted to new position with higher level responsibilities to include oversight of services

provided in 7 states including Pennsylvania, New York, New Jersey, Ohio, West Virginia, Maryland and Delaware. Ensure high levels of customer service, efficiency, productivity and safety are maintained, as well as achievement of operational and financial goals and objectives. Interview, hire, train and evaluate personnel. Develop and maintain professional customer relations by identifying and meeting customer needs. Develop and operate within approved fiscal budget limits, ensuring targeted P&L results. Ensure positive relations with labor and union officials. Develop, communicate and maintain operating and administrative procedures. Provide input into annual budget.

* Received Award - -Area 3 Operating Results- - $70,038.00 reduction in overall Station Operating

Costs per Month.

* Received Award - 2010 Improved Financial Area at 125% Attainment at $51M in Total Revenue.

* Deutsche Post DHL CEO Global Award-2011

District Field Service Manager 2/04 - 8/09

Oversee the daily activities of 7 managers, 400+ couriers, 20+ supervisors and 20+ agents

in all aspects of express trucking, ocean freight, air freight shipments and logistics solutions through management of 7 Pennsylvania facilities including Allentown, Lancaster, Scranton, King of Prussia, Bristol, Harrisburg and Reading. Perform high-level customer service to global clientele. Ensure shipment tracking with daily status updates. Provide transport and documentation instructions to overseas offices. Provide rate negotiations and coordination of shipments with transport providers (steamship lines, airlines, ports, truckers). Interview, hire, train, schedule and evaluate new employees. Encourage development of current employees for future promotional opportunities. Ensure compliance with DOT, TSA, FAA, Air Cargo and HazMat rules and regulations. Manage annual budget of $28M+ for 7 service centers and an International airport. Selected to go on Executive Tour throughout the Asia Pacific, focusing on Trade Lanes, Economic Conditions and the Standardization of Operational Processes encompassing all Global Regions of the Express Division.

ACCOMPLISHMENTS

* District Ranked #1, Prestigious Regional Service Award - 1st Quarter, 2009.

* District Ranked #1, Prestigious Regional Sales Collaborations Award - 1st Quarter, 2009.

* District received Safety of the Year Award - 2008.

* Responsible for handling Largest Hazardous Material in the USA (Sigma Aldrich).

* District Manager of the Year for entire Mid-Atlantic Region - 2006.

AIRBORNE EXPRESS / DHL EXPRESS Allentown, PA

Station Services Manager 7/96 - 2/04

Directed and oversaw the 24/7 operations of a major transportation facility employing 70 Independent Contract couriers, 4 customer service agents and 5 supervisors. Oversee operations of ensuring high

levels of customer service, efficiency, productivity and safety were maintained, as well as achievement of operational and financial goals and objectives. Interviewed, hired, trained and evaluated personnel.

Developed and maintained professional customer relations by identifying and meeting customer needs. Developed and operated within approved fiscal budget limits, ensuring targeted P&L results. Developed, communicated and maintained operating and administrative procedures. Provided input into annual budget.

* Facility ranked #1 in DHL Express Mid-Atlantic Region (2003, 2004, and 2005)

Field Services Supervisor 6/93 - 7/96

Directed the activities of all personnel in the daily activities of facility operations. Oversaw

incoming and outgoing freight shipments against bills of lading and moving freight into and out of

the facility. Allocated appropriate storage areas as to destination. Inspected facilities for conformance to safety and lean process, and for maintenance and repair. Enforced compliance to safety rules and regulations and security of merchandise. Evaluated worker's performance and initiated personnel actions.

* Increased profitability by 76% during first year with company.

* Reduced budget cost by 15.3% in second year of employment.

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