Customer Service Manager
Resume:
Sophia Edison-Smith
Bellflower, CA. 90706
Phone: 562-***-****
******@*****.***
HIGH INTEGRITY, RESULTS DRIVEN AND OPERATIONS LEADER
Highly motivated, with over 25 year of management,strategically driven and customer service oriented professional focused on optimizing distribution processes and operational practices. Adept at leading critical trucking and LTL initiatives, while driving the adoption of best practices, governmental compliance, and other required criteria. Valued for consistently demonstrating a highly consultative and interpersonal approach through developing, training and enhancing staff skills.
CORE COMPETENCIES
•Transportation and Logistics Management and leadership training
•Time Management Labor relations and Union Awareness
•Operations Planning and Deployment Freight and LTL Management
•Office Suites Warehouse Management System
•Full P&L Quality Audit Inspection
•QDM certified practitioner Union Avoidance
•Best Practices District training Manager
EXPERIENCE
Republic Services Gardena, CA 2016-present
Operations Manager
Responsible for overseeing new Los Angeles franchise planning and execution
Lead manager for all franchise cities
Planning of schedule, Routing and reviewing driver performance.
Customer service and dispatch responsibilities for drivers
Payroll and vacation scheduling
Quality control to ensure the customers have the best experience.
17 supervisors with 250 total employees
Improved residential productivity 5% year over year.
Safety orientated, with 6%improvement
FEDEX EXPRESS Los Angeles. CA 1993 – 2015
Senior Manager
Responsible for overseeing 6 stations in various areas of California
Dedicated to establishing and adopting evolving best practices, methodologies, and safety
procedures in accordance with stated corporate and government requirements.
Partnered with other key stakeholders in various locations to develop and implement immediate and long term operating plans and strategies in a timely and cost-conscious manner.
Subject Matter Expert of Strategic and Operational Resource
Rewarded Operations Manager who actively supported, scheduled, and maximized the efficient movement and transportation of multiple concurrent high priority freight shipments via domestic and international aircraft, trucks and LTLs
Successfully developed and enhanced the skills sets of 9 Managers and 225 hourly employees including Customer Service Agents, Couriers, and Tractor Drivers, managed 3 facilities, with full responsibility for training, hiring, budget planning, and HR decisions. District lead trainer for all new policies and procedures.
Oversee an annual operating budget of $2,000,000 - $3,000,000 dollars monthly within a 100K sq. ft. building
Successfully mitigated challenges resulting from plan deviations and drives the adoption of proper
corrections and approved actions
Improved multiple Standard Operating Procedures (SOP) and (MOP) which resulted in increased
employee production and reduced cost
Spearheaded Quality Audit Teams for Southern CA District which resulted in continuous
successful passed audits and quality compliance improvement
Adept at leading the proper implementation and enforcement of FAA and OSHA safety standards,
QAT, knowledge of Six-Sigma, and relevant ISO 9001 methodologies.
Consistently executed marketing plans and activities which generated product penetration and new
business
Planned and developed the logistics of freight transitioning from an internal to an external sort
system
Effectively trained and mentored QAT teams to resolve high priority projects in an optimal
manner
Improved diversity hiring by 25% in support of corporate diversity initiative. Partnered with
diversity recruiters to build candidate pool at local colleges and high schools.
Member of the Market Council Committee, responsible for communication of goals and
expectations to entire district.
FEDEX EXPRESS LAX HUB Los Angeles, CA. 1998-2007
Operations Manager
Responsible for Secondary operation
Oversee EWR and Chicago Flights
Responsible for PM, Primary Box and Back Primary oversaw the performance of facilities
transportation and managed key performance indicators such as quality, on time delivery and
pickup, safety, and customer service.
Handle scheduling of employees based on productivity goals Successfully developed and
enhanced the skills sets of 180 hourly employees and drivers
Interview new applicants
Hiring and training of new employees
Hired, trained, supervised and evaluated P.M. LTL Sort Operations for trucking and local
dispatching
HUB control operation, monitoring both inbound freight and outbound flights Ensured that day to
day operations were functioning in compliance with corporate policies and procedures
FEDERAL EXPRESS Los Angeles, CA. 1993-1998
Operations Manager
Managed workgroups of 15-40 LTL drivers
Logistical planning to assure smooth processes and handling time for customers
Monitored, planned coordinated, and lead a team of 40 tractor trailer drivers in
LTL pick up and deliveries.
Oversee AM sort operation
Successful implementation of PM Best Practices
Oversee Saturday operation
Interview new applicants
Hiring and training of all casual employees
Manager mentor for new managers
EDUCATION
Bachelor of Arts, Management (HR)
CSU Dominguez Hills, Carson CA
AA Liberal Studies
Compton, CA
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