Manager Customer Service

Mike Hickman

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

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

City: Shelbyville

State: KY

Zip: 40065

Country: USA

Phone: 309-***-****

Skill Level: Director

Salary Range: $110,000

Willing to Relocate

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

MICHAEL M. HICKMAN

423 Turnberry Lane Shelbyville, KY. 40065 * 309-***-**** * *********@********.***

TRANSPORTATION, LOGISTICS, SAFETY AND DISTRIBUTION

Executive and Multi-Location Management

Over 25 years of logistics excellence in budget achievement, safety compliance, employee relations and developing solutions for complex operations. Competent managing all types of networks and operations and familiar with all types of equipment. High energy and creative leader driven by the interest in succeeding and the desire to do it the right way.

Demonstrated success record in:

Expansions and network designs from system growth.

Achieving and maintaining stellar safety performance without unnecessary cost increases.

Maintaining high customer satisfaction through collaborative methods and efficient operations. Capable of selling both products and concepts (internal and external).

Developing loyal, creative and motivated staffs with high expectations and achievements.

Implementing turnaround plans for troubled or struggling operations.

Employee retention (union, non-union, independent contractors) in operations of all types.

CORE COMPETENCIES

* Equipment Specs

* Contract Negotiations

* Employee Retention

* Network Designs

* Competitive/Strategic Planning

* Budgeting/ Forecasting

* Customer Relations

* Safety Program Compliance

* Multi Modal Solutions

AWARDS AND HIGHLIGHTED CAREER ACHIEVEMENTS

*President`s Award - 2008

*Manager of the Year - 1992, 1997

*Safety, Quality and Administrative Awards - 1992, 1994 and 1995

*Perfect DOT Audits and improved CSA results at every facility

*Improved driver turnover at every company

*Budget and margin excellence

*Highest customer and employee satisfaction ratings of all departments

PROFESSIONAL EXPERIENCE

PEGASUS TRANSPORTATION, INC. 01/12 to 10/12

Director of Safety (Louisville, KY.)

*Responsible for 5 staff members and 325 drivers with 5 remote domiciles. $60m annual revenue.

*Performed driver liability analysis. Designed and implemented accountability and training programs.

*Re-wrote and updated driver orientation. Increased field work and added day training.

*Reduced DOT recordable collisions from 9 to 5. Improved cost/collision by 35% (to $0.021/mile).

*Improved 5/7 CSA Basics. Focused on Unsafe Driving behaviors. Achieved 75 perfect roadsides.

*Reduced Hours of Service violations 60% within 3 months.

*Revised and implemented enhanced driver bonus program - CSA Behaviors and collision avoidance.

*Established driver meeting and training systems. Focus on re-training bottom 30%.

*Reorganized staff job responsibilities. Improved accountability, efficiency and teamwork.

*Tightened recruiting standards with inclusion of driver PSP results and behavioral interviews.

*Updated systems to record driver performance, improve re-training methods (not cookie cutter), manage liability, reduce costs and improve driver bonus achievements.

CONTINENTAL CARBONIC PRODUCTS, INC. 09/05 to 10/11

Vice President Distribution and Branch Operations (Decatur, IL.)

Fleet Logistics Manager (Pekin, IL.)

*P&L responsibility for 37 facilities and 275 employees (drivers, administration and management).

*Managed all aspects of safety, operations, human resources, maintenance and customer satisfaction.

*Maintained cost and budget compliance with 2 year growth of 40%+ by improving driver retention, manager training and communication systems, creating a centralized administrative department, leased equipment reconfigurations, network re-designs and remote driver concepts.

*Designed and executed EOBR and driver self-dispatch system installations to improve safety compliance and service to the end user.

*Improved internal container returns by 19.5% which resulted in improved plant production capacity and reduced asset purchases.

*Designed and executed start-up operations for 10 end of line branches and 3 plants.

*Integrated branch and distribution operations to reduce staff, improve customer service and efficiencies.

BRANDT TRUCK LINES, INC. 08/04 - 09/05

Manager of Safety (Bloomington, IL.)

*Responsibility for 125 drivers and 3 facilities. Re-designed safety department by adding staff and implemented -Driver Trainers-.

*Improved a troubled operation from a Conditional to Satisfactory safety rating by designing and implementing network re-designs and improved driver safety processes.

*Managed corporate liability and workers` comp programs.

*Improved maintenance shop costs 33% by designing and implementing a 24/6 work schedule and a computerized parts inventory and ordering system.

RYDER INTEGRATED LOGISTICS, INC. 02/96 - 08/04

Group Logistics Manager (Washington, IL.)

Senior and Logistics Manager (East Peoria, IL.)

*$16m in managed account revenue - retail, automotive, frozen foods, power supply and general commodity accounts. P&L responsibility: 10 facilities, 130 employees, 150 power units and 120 trailers.

*-C- level account maintenance responsibility, executed network designs, managed customer contracts (pricing and maintenance) and conducted labor negotiations.

*Executed start-ups, shut downs, contractions and expansions. Sold integrated solutions.

*Budgets and margin goals met or exceeded in each position.

EDUCATION AND TRAINING

Auburn University - Business Administration

Regulatory sponsored OSHA, security and Hours of Service Training

Advanced Labor Management Skills (Union and Non-Union) and Litigation Avoidance

Diverse Workforce Recruiting, Maintenance and Retention

Logistics Foundations - I, II, III

-Talk So People Will Listen- (Public Speaking)

Total Quality Management (several variations)

Leadership Education and Development - I, II (design team and trainer)

Managing Sales Teams for Results

Needs Satisfaction, Counselor Selling and Advanced Account Strategy Selling

Performance Management - I, II

Office 2010 and MS 2007 (Word, Excel, PowerPoint, Outlook) proficient

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