Customer Service Project Manager
Resume:
JOSEPH HERDT
********@*****.***
Project Management Professional
Increasing Profitability Through Effective Project Implementation
Professional Profile
Accomplished executive with a proven ability to develop and implement operational strategies that support business and financial objectives. Have led key initiatives that have increased top-line revenue by over $25 million and reduced operating budget by $2 million. Recognized as an expert in developing customized logistics and technology solutions, and white-glove level customer support.
Respected leader, able to build highly motivated teams focused on achieving revenue and business goals. Proven ability to leverage technology and develop impactful solutions that improve efficiency and effectiveness. Keep up-to-date with changes in the industry through continuing professional development.
Areas of Expertise
Project Management
Enterprise Project Portfolio Management (EPPM)
Strategic/Tactical Planning
High-Volume, High-Dollar Negotiations
Statistical Modeling and ROI Analyses
Professional Experience:
DUFL Inc., Head of Global Customer Support & Operations
(March 2015 - Present)
Responsible for customer engagement and global logistics operations; directly managing customer support operations, time-critical logistics and delivery operations supporting over 30 countries.
Evaluates and implements solutions and technology; including IPM, CRM, IMS and telephony solutions, in support of business operations, customer engagement, and business development support.
Works closely with key stakeholders from Sales, Operations, Finance, IT, HR and Supply Chain to provide world class service to existing and new customers and to onboard new business for a seamless commercial launch.
Implement customer support solutions and technology; providing on-time and on-budget solutions across multiple industries.
Sets performance standards to meet team and performance goals of company. Trains and coaches employees to achieve high performance. Measures employee performance against goals and makes all appropriate employment decisions.
Founding member of the company.
Network Global Logistics, Managing Director
(December 2002 – March 2015)
Orchestrate procurement and vendor management for a large supply chain and logistics division with annual revenues approaching $30M and an agent/vendor spend of nearly $12M. Develop policies, customer service standards, action plans, and corporate standards.
Directly manage a time-critical delivery division with annual revenues approaching $20M and a staff of 10 well trained and highly motivated managers and a staff of over 150 employees.
Reorganized management, systems and business operations with a resulting $150K reduction in monthly operating costs, while generating a 115% increase in sales.
Directed and coordinated the operations of the FedEx SameDay Services business unit; responsible for sales and operations. Responsible for all project activity associated with FedEx SameDay Services and fostered the active development of revenue growth opportunities.
Developed FedEx SameDay Frequent Shipper Program; created personalized infrastructure for high volume customers; resulted in a 25% increase in sales.
Managed complete redesign of customer web-portal for FedEx SameDay Services – provided customers enhanced, automated services and decreased customer service support costs.
Project Lead of ISO 9001 Registration – Successful ISO accreditation in 2005.
United States Air Force 45th Space Wing, Cape Canaveral AFS. Chief of Plans, Policy & Information Operations
(May 2000- November 2002)
Spearheaded Information Operations (IO) support for multiple space-launch platforms, including the United States Space Shuttle; successfully placing over $2 billion worth of space-based assets on orbit.
Managed cross-functional teams to conduct an enterprise-wide Network Vulnerability Assessment; developing information security architecture, identifying potential security shortfalls, and developing functional security solutions and contingency planning for the post September 11, 2001 environment.
Project Manager for successful implementation of the Global Command & Control (GCCS) information systems into Cape Canaveral Air Force Base and Kennedy Space Center – Providing secure communications to military and government operations for the post September 11, 2001 environment.
United States Air Force 45th Space Wing, Cape Canaveral AFS. Chief of Atlas Operations Training & Evaluation
(August 1998- May 2000)
Responsible for technical training and evaluation for Atlas II/III space-launch operations; supervising certified military instructors and overseeing training of over 50 mission-ready personnel.
Responsible for integration of engineering solutions, coordinating Eastern Range launch-support, schedule management, managing government finances and creating technical documentation for internal and external distribution.
Project Manager for world’s first Atlas IIIA Space Launch Vehicle encompassing investment exceeding $650 million; net result in successful launch and on-orbit placement of a European communications satellite.
Qwest Communications Business Analyst
(June 1997- August 1998)
Developed technological and functional solutions to business problems for both internal and external customers.
Project lead for $2 million customer relationship management (CRM) software solution; aggressively managed product development life cycle and implemented solution within six months, contributing to a 20% decrease in processing costs.
Education:
MMIS – Masters of Management Information Systems
Auburn University, Auburn, AL
BS – Biological Sciences
The Ohio State University, Columbus, OH
Served as a member of the Salesforce Customer Advisory Board (CAB) – 2016 & 2017
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