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Manager Customer Service

Garner, North Carolina, United States
February 12, 2018

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Dr. Ricky Downing

**** *** ***** ****--***** Mount, NC 27804 919-***-****


Managed & Coached up to 370 employees both salaried and hourly.

Human Resources

*Recruiting *Coaching *Contract Negotiations

*Interviews *Employee Profiles *Retention

*Hiring *Evaluations *Progressive Discipline

*Benefits *Promotions *Termination

*Sexual Harassment *SOP Development *OSHA, DOT, NIOSH

*Diversity in the Workplace *Training Design *Violence in the Workplace

*ADA *Arbitration *Safety DOT, EPA, etc.

Training & Development

*Professional Truck Driver Safety *Load Techniques *Forklift Certification

*Smith Training *Delivery Methods *Evacuation Plans

*OSHA *Safe Work Methods *Hazardous Materials

*DOT Regulations *Food Safety *SWANA TS Certification

Customer Service

*Account acquisition *Marketing

*Account retention/satisfaction *Customer Service logs


*Planning *Equipment procurement *Bid packages

*Manning *Preventive Maintenance *Reports

*Budget (P&L compliance) *Training Schedules *KPI

*Maintain Metrics *Department Scheduling *Routing

*Process Documentation *Training/Safety Records *Analyze data

Tools & Technology

*Facsimile Machines *Microsoft (word-excel-access-PowerPoint)

*GMP *Manugistics (TRUCKS) *Isotrak

*Photocopiers *Manhattan (TMS/WMS) *EFLEETSUITE

*Computers *Oracle *AS 400

*Phones *Xata *Kronos

*Corel (word perfect) *Quick books Pro *ADP



WASTE INDUSTRIES, INC. (Raleigh, NC) Operations Manager all product lines present

Increased Revenue from 11% to 19%

Increased Productivity and Efficiency

WASTE INDUSTRIES, INC. (Raleigh, NC) Safety Director/RO, FE, Residential Supervisor

Composed and implemented Safety and New Hire Training

DOT, OSHA, NIOSH,CSA, compliance and training

Smith Certification for all drivers

Developed and implemented Train the Trainer and Driver Training Program

Reduced Accidents and Injuries 74%

Managed Residential Product line in Greensboro and Raleigh

Managed Front End, CDR and CDC Product lines Greensboro

Managed Roll-Off Product line, and Residential

SWANA Certified

HOSTESS BRANDS (Rocky Mount, NC) Regional Transportation Manager

Increased proficiency in route deliver and planning

Reduced overall transportation cost by $1.5 million

Built team work within the department/throughout the operation

Increased the morale of the department

VELOCITY EXPRESS (Greenville, NC) Terminal Manager

Improved overall performance of the operation

Increased proficiency-productivity

Brought center from last to first in on-time delivery and accuracy

Reduced overall cost of the operation $300,000.

EAST CAROLINA PIZZA HUT (Greenville, NC) General Manager

Increased sales

Reduced inventory shrinkage

Reduced food cost

Reduced labor hours.

MBM CORPORATION (Rocky Mount, NC) Transportation Manager

Increased backhaul revenue

Reduced inventory shrinkage

Increased delivery proficiency and on-time delivery

Sent to other regions to fix problems within transportation

MCLANE CAROLINA (Battleboro, NC) Transportation Supervisor

Set-up routing system

Designed and implemented routes

Set-up Bid packages

Set-up and implemented backhaul program increasing revenue

UNITED PARCEL SERVICE (Raleigh, NC) Operations Manager 1985-1997

Reduced overall center cost

Increased proficiency, accuracy, and on-time delivery

Helped implement new routing-tracking systems


UNITED STATES ARMY Communications Chief

Honor graduate from Basic Leadership School (Fort Bragg, NC)

Honor Graduate Non-Commissioned Officer’s Academy (Fort Bragg, NC)

Graduated from NCOES (Fort Gordon, GA)

Soldier of the Year

Re-enlistment NCO


Secret Clearance


Doctorate (Ministry) South Atlantic Seminary (Kershaw, SC) June 2000

Master of Arts (Divinity) South Atlantic Seminary (Kershaw, SC)

Bachelor of Arts (Religion) Campbell University (Buies Creek, NC)


Certificate United States Army Non-commissioned Officers Advance Course Fort Gordon, GA

Certificate United States Army Non-Commissioned Officers Academy Fort Bragg, NC

Certificate United States Army Leadership School Fort Bragg, NC

Certificate Smith Training Garner, NC

Certificate Forklift Trainer Charlotte, NC

Certificate Safe Serve Greenville, NC


American Legion

Disaster Relief

Meals on Wheels

Client rest home Liaison for Law Firm

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