Manager Customer Service
Resume:
Traian Mirov
Email: **********@********.***
Address: **** ******** ***
City: Churchton
State: MD
Zip: 20733
Country: USA
Phone: 352-***-****
Skill Level: Management
Salary Range: $65,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
Traian Mirov
1259 Delaware Ave. Churchton, MD 20733
**********@********.***
Operations Manager
Ambitious, highly-personable, and intelligent professional offering more
than 23 years of experience, working with Nordstrom, managing personnel,
equipment, and operations with an eye for cost controls and quality service
and safety. Committed to forging outstanding customer, employee, and vendor
relations, that ensures smooth transport of products from regional
distribution centers to multiple retail locations. A highly effective
leader and team player, skilled in developing high-performance teams by
motivating employees through on-the-floor management, honest, and positive
sense of humor, multi-lingual.
Representative Achievements
. Improved driver morale, reduced internal conflict, and reversed high
employee turnover by pushing through operational improvements, delivering
on promises, and building reciprocal trust.
. Model exemplary customer service standards and consistently meet or
exceed company's average service rating of 99.7%, while capturing ratings
as high as 100% on Nordstrom Score Card.
. Oversaw implementation of trucking, dispatch, and logistics software at
local level that automated and streamlined planning and reporting
activities.
. Reduced fuel cost by implementing No Idle Policy.
. Increased revenue by scheduling broker loads for back hauls or front
hauls.
. Negotiated vendor contracts to lower maintenance costs, improve service
quality, and produce higher return-on-investment.
. Hired 32 drivers for new distribution center and customized corporate
policies and procedures for local delivery.
. Contributed to Greatwide's ability to earn Nordstrom's 2007, 2008, 2009,
2010 and 2012 Customer Service Silver Award.
Professional Experience
Greatwide Dedicated Transport II (formerly NFC Inc./Nortran) 1988 to
Present
~ Headquartered in Dallas, TX, Greatwide Dedicated Transport II is the
exclusive carrier for Nordstrom retail stores throughout the U.S.~
Established, solid record of employment and key business contributions
throughout company growth, reorganization, merger, and acquisition.
Transition from: Truck Driver to Assistant Fleet Manager, to Fleet Manager,
to Operations Manager, with assignments in Seattle, WA; Gainesville, FL;
and currently at the Northeast Regional Distribution Center in Upper
Marlboro, MD.
Operations Manager, Upper Marlboro, MD (2006 to Present)
Reporting to Iowa-based East Coast Regional Operations Manager, supervise
and direct a Dispatcher and team of 39 company drivers and manage 20-
vehicle fleet. Schedule and dispatch drivers for daily deliveries to
approximately 65 stores across nine-state territory and collaborate with
Nordstrom Distribution Center Managers and staff to ensure adherence to
quality standards. Concurrently coordinate transport of merchandise to and
from Midwest Regional Distribution and Southeast Regional Distribution
Centers.
Key areas of accountability and achievements
Personnel Management
Conduct driver interviews, background checks, testing, and hiring; plan and
facilitate employee orientations, monthly staff, and safety meetings.
Administer HR policies, payroll, benefit programs, maintain personnel
records, and serve as liaison between employees and Greatwide corporate in
communicating company policies and procedures and managing change. Assess
and define individual and department training needs; co-develop employees,
written goals, objectives, performance management, and career development
plans; facilitate cross-training and on-the-job training.
Traian Mirov 352-***-****
******.*****@*********.*** Page 2
Personnel Management (continued)
. Implemented driver rotations to ensure equal distribution of hours and
regular pay.
. Competently responded to opening of thirty five new Nordstrom stores by
ramping-up driver hiring and creatively reconfiguring route management to
optimize personnel and resources.
. Collaborated with Regional Safety Manager to formalize and strengthen
driver safety program. Implemented corporate-sponsored safety incentives.
. Support, implement and manage location with HOS audit process to ensure
compliance with Greatwide and DOT requirements as well as applicable
federal, local and state regulations.
Record Keeping & Reporting
Maintain various Excel spreadsheets to track drivers' schedules, pay, and
accrued leave; create daily and weekly delivery metrics for corporate
strategic planning and budgeting. Ensure accuracy of manifest and bills-of-
lading.
. Oversaw implementation of LME trucking, dispatch and logistics software
at local level; trained drivers to accurately use People Net; work
extensively with computer Word and Excel programs to manage daily
operations.
. Develop monthly run sheets to assist Nordstrom with business planning and
calculating monthly budgets and maintain non-Nordstrom run sheets to
track broker loads and ensure accurate credits to Nordstrom account.
. Generate payroll and billing, review for accuracy and ensure timely
processing.
. Strong analytical skills previously managed department budget, including
per diem payments to drivers and vehicle repair and maintenance;
currently identify and coordinate budget requests and variances with
corporate finance department.
. Oversaw implementation of RAIR, scanning, auditing logs and maintain the
fleet within DOT compliance.
Customer/Vendor Relations
Manage vendor negotiations to ensure optimum service and price for fleet
maintenance and leasing agreements. Maintain open communication with
Nordstrom distribution center managers and staff and represent driver needs
and concerns regarding interrelated polices and procedures. Maintained and
supported company's long-standing business collaboration with Penske
Corporation.
. Renegotiated terms for tire maintenance program that improved service
without increasing costs.
. Ensured just-in-time (JIT) delivery by bridging communications between
Nordstrom distribution managers and store receiving managers and
collaborating on established delivery windows.
. Helped Nordstrom cut shipping costs by promoting co-loads and tri-loads;
loaned drivers to a common carrier partner to make up difference for
potential pay losses.
. Consistently meeting all the customer expectations and maintaining costs
at or below budgeted numbers.
Operations Manager/ Fleet Manager/Dispatcher, Gainesville, FL (2000 to
2006)
Managed driver staff and fleet for Southeast Regional Distribution Center.
Played key management role in staffing the center (initially 32 drivers)
and overseeing rapid development of the territory from 2 to 4 stores in
Georgia and 12 additional stores in Florida and Texas over six-year period.
Improved service and JIT delivery by replacing carrier for tractor leasing
services.
Truck Driver/ Dispatcher /Assistant Fleet Manager, Seattle, WA (1988 to
1999)
Education & Professional Development
Master Certificate of Business -online course, Graduate, Medical School,
Sofia, Bulgaria; German High School, Montana, Bulgaria; Completed, Truck
Driving School, Seattle, WA
Completed numerous management seminars including Leadership Development &
Teambuilding; How to Disarm & Defuse Conflict & Confrontation; Performance
Management Training; Microsoft Excel course, Crucial Conversation Training,
Hours of Service Seminar, Numerous Safety Classes, etc.
Languages: fluent English, Romanian, Bulgarian; read and write German and
Russian.
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