Customer Service Manager

Joseph Mitchell

Email: abqszt@r.postjobfree.com

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

City: Burnsville

State: MN

Zip: 55337

Country: USA

Phone: 612-***-****

Skill Level: Entry

Salary Range: $75,000

Primary Skills/Experience:

See Resume

Educational Background:

See Resume

Job History / Details:

Joseph Mitchel

13920 Echo Park Circl

Apartment 6

Burnsville, Minnesota 55337

Cell Phone n 612-***-****

E-mail n abqszt@r.postjobfree.com

Dear Sir/madam

I would like to express my enthusiastic interest in a position with your organization.

Having earned my Master of Business Administration Degree, I offer a 16-year operational leadership background. During that time I have had extensive experience with training and motivating productive driver teams and strategizing/executing timely service solutions. As a Bus Operator with Metro Transit, former General Manager with MV Transportation, and Transportation Supervisor of the Greater Richmond Transit Authority, I have logged 12 years of operations management in the transportation industry, and bring a broad industry perspective and a hands-on management style to my leadership process. Safety has been a primary focus on both the driving and management sides of my career, and as result, I have been able to increase personnel and passenger safety and minimize company liability and risk.

I am a challenge-driven trainer and motivator experienced with managing cross-functional operations teams, and meeting/surpassing targeted safety, performance, and compliance objectives. Utilizing my transportation industry knowledge and experience has allowed me to assess, identify, and restructure operations processes, and reposition low-performing business operations. On the organizational side, I am experienced with managing/administering multi-million-dollar operating budgets and inventories, developing/implementing operational procedures and infrastructures, introducing performance management systems, and improving team productivity/efficiency.

At this point I am seeking an intra-corporate advancement opportunity that will make even greater application of my operations management and transportation industry experience.

Some of the qualities and credential I have to offer are:

n20 years of transportation industry and operations management experience

nMasters Degree in Business Administration

nInspirational trainer, mentor, and motivator

nProactive, analytical, and creative troubleshooter and problem solver

nExceptional budget and performance management results

My resume is included for your review and I welcome the opportunity to speak with you personally to explore further advantages that I can bring to your operations team. I look forward to meeting you at your earliest convenience.

Sincerely,

Joseph Mitchell, B.S., MBA

Joseph Mitchell

13920 Echo Park CircleJoseph Mitchell

Burnsville, Minnesota 55337

Cell Phone n 612-***-****

E-mail n abqszt@r.postjobfree.com

Career Objective

A progressive position that will capitalize on my transportation industry and operations management experience.

qualifications profile

Challenge and results-driven Operations Manager experienced with managing transportation operations, training/developing high-performing operations and transportation teams, developing/implementing operational infrastructures and performance management and accountability systems, and increasing team productivity/efficiency. Inspirational leader and motivator with hands-on management style and track record for developing internal management talent, efficiently allocating corporate resources, minimizing corporate risk, and maximizing return on investment. Proactive, detail-oriented, and analytical problem solver with exceptional emphasis on quality, integrity, and professionalism.

education

Strayer University, Bloomington, MN

nMaster of Business Administration Degree, 2013

st. Pauls college, Lawrenceville, Virginia

nBachelor of Business Administration Degree, 1987

nConcentration: Management

nRuth S. Phillips Scholarship Award, One Year

nDelta Tau Chapter, Alpha Phi Alpha Fraternity, Inc.

career history

metro transit, Minneapolis, Minnesota, 2007 - Present

Bus Operator

nBuilding/sustaining positive customer relationships, providing courteous customer service to Metro Transit patrons, collecting fares and transfers, and responding to customer service inquiries and issues.

nPerforming pre-trip internal and external bus inspections, reporting maintenance issues, and optimizing passenger safety and operational compliance.

nDriving a daily Metro Area route, documenting trip sheets and accident/incident reports, and assuring EEOC. Affirmative Action, and ADA compliance.

nLogged 75,000 miles, provided superior customer service, and earned/sustained outstanding accident and incident-free safety record.

nHonored with two Customer Service Accommodations for outstanding customer service performance.

MV Transportation, Minnesota, 2005 - 2006

General Manager, Burnsville, Minnesota, 2005 - 2006

Assistant General Manager, Brooklyn, New York, 2005

nDirected New York and Minnesota Division transportation operations, hired, trained, and supervised

330-person Driver Team, and facilitated timely and quality transportation service delivery to 100,000 daily patrons.

nOversaw Maintenance Manager, monitored operational performance of 250-vehicle fleet, and optimized equipment safety, efficiency, and functionality.

Joseph Mitchell Page Two

career history

MV Transportation, Minnesota, 2005 - 2006

General Manager, Burnsville, Minnesota, 2005 - 2006

Assistant General Manager, Brooklyn, New York, 2005

nDeveloped, managed, and administered $35-million operating budget, controlled/reduced operating expense, and increased profit margins and return on investment.

nImplemented strict fare collection, procedural controls, and accountability systems and increased cash flow from $3000 to $10,000 monthly.

nChampioned and implemented Smith System Training Program, improved team driving quality and competency, reduced Accident Frequency Rate, and advanced Division from six to first-place in region, and ranked in top 10% nationwide.

nIntroduced Attendance Accountability System and improved on-time performance by 99.9%.

nTargeted bus maintenance cost reduction, championed/introduced Maintenance Contract System, and decreased bus maintenance costs by $10,000 to $15,000 annually.

nHired a new Maintenance Manager, established audit compliance goals and objectives, dramatically improved bus scheduling, reduced breakdown incidents, improved documentation quality, and facilitated positive Metropolitan Council audit results in highly-challenged service region.

nImplemented efficient documentation, file tracking, and testing processes, and assured drug testing policy and procedural compliance.

nLed diversity initiative, balanced multi-culturally and socio-economically talent pools, and earned community confidence and commitment.

nRestructured, redesigned, and synchronized driver routes with competitive regional carriers, optimized service convenience and quality, reduced customer complaints, and dramatically increased customer satisfaction.

nDeveloped internal driver communication system, detailed route directions and assignments, and decreased driver confusion and service delays.

nImplemented a high-standard recruitment policy, increased experience and competency qualification requirements, and substantially impacted personnel attrition rates.

nImproved on-time performance from 81% to 96% and rapidly advanced from Assistant to General Manager for outstanding professional performance.

nInterfaced with Union Representatives, mediated/resolved labor disputes, and minimized corporate risk and liability.

greater richmond transit authority, Richmond, Virginia, 1996 - 2004

Transportation Supervisor, 2000 - 2004

Bus Operator, 1996 - 2000

nOversaw GRTC operations, hired, trained, and directed 250 Drivers and assured quality service to 75,000 to 100,000 daily patrons.

nOversaw the maintenance and operation of 300-vehicle fleet and directed special event and shuttle services for three monthly events serving 20,000 to 30,000 guests.

nMonitored/tracked street and road conditions and safety hazards, and assured timely and appropriate response to bus breakdowns and passenger accidents and emergencies.

nProvided one-on-one supervisor training and increased management leadership competency and customer satisfaction.

nCounseled and coached Bus Operators, modeled safety procedures and protocols, mediated/resolved personnel issues, assured EEOC, Affirmative Action, and ADA compliance, and improved driver safety performance.

nImplemented driver documentation and accountability systems, monitored driver performance, and assured personnel corporate and safety compliance.

Page Three

supplemental employment

wal-mart, Shakopee, Minnesota, 2006 - Present

Customer Service Manager

nOversaw Service Desk and customer service operations, hired, trained, and directed 25 Customer Service Associates, and achieved/sustained outstanding client satisfaction and retention levels.

nAudited, balanced, and processed daily cash receipts, and assured cash drawer accuracy and integrity.

nConducted performance reviews, coached, counseled, developed service teams, and recommended qualified personnel for intra-corporate advancement opportunities.

nConsulted with store patrons, troubleshot/resolved escalated customer service issues, and achieved high customer satisfaction levels.

James Limousine service, Richmond, Virginia, 2001 - 2005

Chauffer

nProvided courteous customer service to high-profile corporate executives and private parties and transported guests to special meetings and events.

mcdonalds corporation, Richmond, Virginia, 1994 - 1996

Assistant Manager

nManaged daily food service operation, oversaw 30 service personnel, and assured quality and timely food service delivery to 400 to 500 daily guests.

nImplemented creative recruiting strategy, assured regulatory and procedural compliance, improved team accountability, and reduced inventory waste and loss.

pizza hut, Richmond, Virginia, 1993 - 1994

little CAESARS, Richmond, Virginia, 1992 - 1993

General Manager

nManaged store operations, recruited, hired, trained, and directed 30-person Customer Service Team, and facilitated quality food service delivery to 400 to 500 daily guests.

professional licenses

nCDL License, State of Virginia, 17 Years, State of Minnesota, 3 Years

community service

nPeter Paul Development Center, Richmond, Virginia, Board Member, 1994 - 1996

nMetropolitan Council, St. Paul, Minnesota, Transit Providers Advisory Committee Representative,

2004 - 2005

professional development highlights

nAdvanced Driving Safety Seminar/Defensive Driving Course, Metro Transit, 2008

nPart-Time Operator Training, Metro Transit, 2007

nSmith System Advancing Driving Safety Seminar/Driving Defensive Course, 2008

nReasonable Suspicion Supervisor Training for Drug Use and Alcohol Misuse, Virginia Department of Rail and Public Transportation, 2003

nBasic Supervision, J. Sergeant Reynolds Community College, 2002

computer Competencies

nMS Word n MS Excel n MS PowerPoint n Trapeze n Windows 2000/XP

-references furnished upon request-

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