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Customer Service Manager

Fort Lauderdale, Florida, United States
January 24, 2018

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**** ********* ***** ******* • • •

Pembroke Pines, Florida 33029 954-***-****


Dynamic, results-oriented Transportation/Operations Management professional with 18+ years diversified experience

developing programs and proven track record of implementing directives that achieve strong, sustainable results.


R&L Carriers-Miami,Florida

Dock Supervisor (2013-May 2016)

Responsible for the planning and supervising of loads in Miami Florida while meeting production goals.Insure

compliance with DOT and OSHA regulations.

Coordinate with dispatch to support their outbound pick up operations.

Inventory all freight left at the end of day.

Coordinate with office personnel any outstanding issues.

Goodwill industries-Miami, Florida

Assistant Manager (2011-2013)

Assitant manager in the donation collection deparment in Miami Florida.

Responsible for the daily dispatch of 12 drivers.

Supervise a dock crew of 16 workers sorting and packing donations.

Assist the store manager in the accountability of money and dealing with customers.

In the absence of the manager responsible for coordinating with customers on the sale of bulk material and

collections of monies.

Responsible for meeting revenue goals in salvage and store goals.

Roadway Express (YRC) – Miami, Florida 1999 to 2009

Terminal Operations Manager (1999 to 2009)

Promoted by one of the largest transportation companies in the United States to direct and administer operations

at the 5th largest end of the line LTL facility for PND with 40,000+square feet and 118 doors. Oversee nighttime

dispatch operations, immediate load/reload, coordinating inbound/outbound movement of freight with line-haul

operations following strict union guidelines, policies, procedures and state/federal labor laws. Accountable

for resource allocation, staff management, set productivity standards, scheduling, facility management, cost

containment, route planning, reports, P&L, safety and customer satisfaction. Train, schedule, and supervise

40+ supervisors and employees and oversee 75 drivers all based in the greater Miami area.

• Anticipate trends, restructure programs, & detect/resolve liabilities to ensure success while streamlining operations.

• Serve as expert in computerized shipment tracking, traces/confirms shipments, prepares and analyzes

daily/weekly/monthly reports to monitor actual times of delivery adjusting sort/routes.

• Provides on-the-job training, utilize optimal manpower, assess skill level, while implementing and

documenting efficient procedures and “best practices”.

• Primary focus on (P&D) operational improvements, effectively allocating resources/equipment, overseeing

time clock to diminish waste and contain daily costs/expenditures.

• Must isolate, identify and contain hazardous material while notifying DMPS to determine shipping procedures.

Follow/enforce all Safety and Hazard Rules (DOT, SOP, & OSHA) minimizing damage and shortages

including loading/stripping, forklift, and hazardous material.

Perform troubleshooting activities; load balancing, pace determination, and sort downtime, offering

innovative solutions to complex operatio problems.


Roadway Express – Miami, Florida

Planner (1997 to 1999)

• Ensured accuracy and quality of customer service via effective monitoring techniques and workflow.

• Conferred with office using bill of lading to match specific customer discounts, credit, and additional charges.

• Served as coach/facilitator between management and employees to foster support on team initiatives.

• Constantly coordinated with dispatch to guarantee smooth transitions and transactions.

• Provided exceptional service and built positive rapport with clients from diverse cultures/backgrounds.

• Managed extensive client relations efficiently and effectively to resolve a myriad of customer issues.

LEAD SUPERVISOR (1986 to 1997)

Key Results:

• Promoted 3 times during employment with Roadway Express (YRC).

• Pick up/deliver 1.2 million lbs. daily across dock operations,emphasis on overage, storage, and damage.

• Annually increased miles per stop, shipments per hour, and pounds per hour throughout tenure.

• Received performance-based bonuses each consecutive year.

• Verified/utilized Kronos, a time/attendance program, to generate accurate daily cost control reports.

• Profitably manage all aspects of the business through time-tested principles.

• Successfully trained/supervised all levels staff on system-driven and safe work environment.

• Revised/developed/enhanced performance standards, managing/balancing optimal use of manpower.

• Key person to implement production flow process and quality assurance check points to achieve on-time delivery.

• Rated #1 in waste reduction, limiting overtime hours, attaining efficiency and highest productivity standards.


• In-depth knowledge of freight movement systems, methodologies and procedures with expertise in:

Freight Delivery / LTL Loading / Unloading Quality Assurance/OSHA/DOT

Inbound/Outbound Freight Warehouse Logistics Customer Relations/Satisfaction

Productivity Improvement Dispatch/Distribution Safety / Hazardous Materials

Staff Training/Supervision Route Planning Tools Overages/Shortages/Damages

• Excellent written/communication skills resulting in the development of productive working relationships

and customer rapport. Key Liaison, interfaces with all levels of terminal staff. Bilingual: English & Spanish.

• Computer Skills encompass Microsoft Word, Kronos, DOT, RAPID, TEC, AS 400 and internet.

• Excellent organizational, planning and time management abilities . Self-directed with the ability

to effectively prioritize work to ensure and yield high productivity and develop/implement actionable plans.

• Astute troubleshooter. Adept in evaluating critical business needs. Coordinate operational efforts to meet

strict deadlines and attain immediate/long-term goals. Work well under pressure in fast paced environments.

• Seasoned staff manager/developer. Effectively plan, assign, supervise and evaluate employee

workload to ensure optimum productivity and bottom-line performance in pursuit of organizational goals.

• A confident decision-maker and team player. Proven record of containing costs, minimizing

shortages/damages, earning profits, and providing quality customer service. Commitment to Excellence!


Bachelor of Arts, Spanish Literature

St. Peter’s University, Jersey City, New Jersey.

United States Army

Infantry Captain

• Commander at Camp Casey, Korea

• Completed Infantry Officer’s Basis & Advanced Leadership Curriculum

Letters of Reference, Recommendation and Commendation Furnished Upon Request

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