Manager Customer Service

BRENDAN ALAN FLAHERTY

**** ****** ****, *******, ** 27604 907-***-**** ******@***.***

MANAGEMENT CAREER PROFILE

OPERATIONS MANAGER, PROJECT MANAGER, GENERAL MANAGER, PRODUCTION MANAGER Over 15 years of leadership experience in the private and military sectors (Suburban Propane, USAF) Currently direct a cross-functional team across 4 distribution centers and oversee a $2.2M fleet. Track record of achievements for key areas, including cost savings, risk mitigation, and asset management. In-depth knowledge of: Process Safety Management (PSM) Program and Risk Management Plan (RMP); HAZMAT Control & Emergency Response Guidelines; Project Management (PM) Principles; Highly Hazardous Chemicals

(HHCs); Environmental, Health & Safety (EHS) Guidelines; and OSHA 1910 General Industry Standards SELECTED HIGHLIGHTS:

Suburban Propane:

Led 54K+ successful deliveries affecting 15K customers; zero safety mishaps in sustained tanker transfers.

Motivated team of 20+ employees to achieve 100% compliance record with the Department of Transportation.

Drove completion of 252 bulk plant inspections to align with federal and state compliance requirements. United States Air Force:

Managed $200M in assets and achieved double-digit productivity/cost gains over an 8-year period.

Coordinated emergency operations of 15 alert jets, with all programs launched 5 hours ahead of schedule.

Led fleet to exceptional safety performance, earning prestigious AF Missile & PACAF Explosive Safety Awards.

Earned recognition on performance reports: “Unparalleled security knowledge...relentless contributor to national security...excels in every endeavor...superior AF leader & mentor...makes people want to follow him.” EXPERIENCE

SUBURBAN PROPANE – Rolesville, NC – 2015-Present (billion-dollar supplier of heating and energy services) Manager, Service/Operations (2017-Present) Manager, Operations (2015-2017) OPERATIONS: Oversee execution of day-to-day operations, including routing and delivery processes at 4 distribution centers. Manage $2.2 million fleet comprised of 23 specialized vehicles, ensuring continual operations. Ensure full compliance with safety, customer service, policy, and regulatory standards at all times, including a record of zero preventable accidents. Design and implement service/distribution processes; maintain service-related quality compliance and control. Manage daily workload, execute pricing programs, and identify profitability opportunities. TEAM LEADERSHIP: Lead, coach, and mentor a team of 13 employees; process payroll, manage overtime, and monitor vacation for 22 employees. Recruit and retain team members who demonstrate knowledge, skills, and experience to help achieve critical goals. Secure resources and clear barriers to optimize team performance. PROCESS & PROJECT MANAGEMENT: Manage the full cycle of large, complex projects. Ensure customer satisfaction throughout the entire project lifecycle. Assess and mitigate risk across all projects while maximizing profits.

Key Performance Measures – Maintained exceptional customer service record, with a net customer gain in FY2016 that surpassed KPMs; drove Profit/Service P&L performance projected to meet KPMs in 2017.

Regulatory Compliance – Facilitated the completion of 252 bulk plant inspections in CY2016 to align with federal and state compliance requirements.

Safety Management – Led the safe execution of 54,000 deliveries involving 4.4 million gallons and 15,000 customers. Achieved record of zero safety mishaps in sustained tanker transfer operations

Inventory Control – Satisfied state and Homeland Security mandate by completing and submitting 16 annual Tier 2 Emergency/Hazardous Chemical Inventory reports.

Team Development – Managed Driver Qualification File Service, with 21 employees achieving 100% compliance with the Department of Transportation.

BRENDAN ALAN FLAHERTY, 2-907-***-**** ******@***.*** UNIVERSITY OF ALASKA – 2009-2014

Project Management Work

Completed multiple projects as part of project management program with the University of Alaska.

Capstone Project – Completed major project over a 15-week period that involved drafting and publishing Safety Manual for motorcross enthusiasts.

Additional Projects – Worked on multiple project teams, with projects focusing on the viability, success, or failure of companies considering monumental undertakings (e.g. platform drilling in the Arctic Ocean). UNITED STATES AIR FORCE – Multiple Locations – 2000-2008 Element Manager, Munitions Command & Control – Elmendorf AFB, AK (2005-2008) Oversaw all activities within the Munitions Flight’s flight lines and scheduling operations for a key asset system. Led and coached team of 17 while reporting to the Flight Chief; managed activities and daily operations/scheduling for over 200 personnel. Coordinated assembly and inspection of missile systems and 2,231 munitions line items valued at $151M. Monitored serviceability and levels of $69M in munitions equipment. Prepared and maintained emergency action books and checklists. Directed all aspects of the flight’s training program.

Process Improvement – Reduced 803 inspection intervals by 50%, eliminating 240 man-hours annually.

Fiscal Accountability – Ensured full accountability for $50 million in assets by enforcing C2 operations and providing precise expenditure reporting.

Performance Recognition – Earned the USAF Meritorious Service Medal and numerous commendations on performance reviews, including: “Forward thinker...pivotal AMMO leader...MSgt. Flaherty breeds success...epitomizes the role and values of a SNCO...true task-master...promote now.” Assistant Manager, Munitions Inspection (2004-2005) NCOIC, Munitions Inspection (2003-2004) As Assistant Manager, directed receipt, storage, and delivery of $201 million in assets for shipment, issue and maintenance in accordance with safety and technical objectives. Managed team of 32 Munitions Storage personnel. Prepared and maintained emergency action books and checklists. Ensured fulfillment of requirements for operational plans, contingencies, and programs. Managed all aspects of the operation’s training program. As NCOIC, led 9 Munitions Inspectors and 1 Korean National in performing inspections to identify serviceability, potential hazards, and possible deterioration of 1,819 assets valued at over $810 million.

Crisis Management – Executed emergency actions following detection of unstable dynamite within an inhabited facility, averting a potentially deadly situation; condemned assets for disposal.

Performance Recognition – Demonstrated leadership talent and technical expertise that led to selection as Munitions Flight Weapons Safety Representative. Squadron Vehicle Control Manager (2002-2003) Production Manager, Precision Guided Missiles (2000-2002) As a Squadron Vehicle Control Manager, held full responsibility for the management of 132 government-owned vehicles valued at $4.2 million (2nd largest vehicle fleet in the 3rd Wing). Reported to the Squadron Commander. As Production Manager, supervised team of 23 and planned/scheduled required inspections and maintenance actions on a complete missile stock pile and weapons systems valued at over $250 million.

Inspection Readiness – Maintained a 98% pass rate for the annual no-notice inspection, representing the highest passing rate in the 3rd wing.

Performance Recognition – Earned the USAF Commendation Medal. EDUCATION & CREDENTIALS

BS & T Degree / AAS, Architectural & Engineering Technology – UNIVERSITY OF ALASKA – Anchorage, AK AAS, Munitions Systems Technology – COMMUNITY COLLEGE OF THE AIR FORCE Training & Credentials – Munitions Systems Technical School; USAF Munitions Systems Inspection; NCO Preparatory School; Junior NCO Academy; Previous Secret Security Clearance (currently inactive) Technology Skills – MS Office, AutoCAD, Manager eTime (ADP), B2B, Core360

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