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Customer Service Management

Roswell, Georgia, United States
40,000 to 50,000
May 22, 2018

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*** ******* **** *******, ** 30075 404-***-****


Career Summary

Extensive experience and broad-based knowledge of Third Party Logistics, Supply Chain Management and Customer Service. Accustomed to working in a fast-paced, collaborative, team environment. Focus and strengths are proven through strong communication, critical thinking and problem-solving skills.

Professional Experience

February 2003 to Hub Group Inc. Atlanta, Georgia

April 2018

Account Management Specialist

Primary Multi Modal Operations point of contact for assigned customer base

Dedicated to six key customers assigned to Hub Durable Goods business unit

Responsible for managing customer cross-border shipments into and out of Mexico and Canada

Managed Intermodal Hazardous Materials shipments for assigned customer base

Responsible for day-to-day operations function including tracking, tracing, booking and tendering of shipments

Assisted customers with pricing and lane analysis for new, and existing freight lanes

October 2001 to UPS Logistics Group Atlanta, Georgia

December 2002

Transportation Supervisor

Worked directly with field operation managers on service enhancement initiatives for all ground courier services for Hewlett-Packard account

Primary focal for Hewlett-Packard Hold For Pickup (HFPU) program and UPS Brown

Worked directly with call center and operations staff to minimize impact of service delays for customer field engineers

Responsible for analyzing and reporting on order service times within the FSL Network to ensure that customer was receiving optimal service coverage within the set operational hours

Worked directly with customer counterparts in resolving issues that were escalated by their field engineers

October 2000 to UPS e-Logistics (Startup) Atlanta, Georgia

October 2001

Transportation Services Supervisor

Developed processes and procedures for the Transportation Services offering which included fostering relations with key personnel with UPSLG-TS, UPS, UPSLG- SCM

Primary Project Lead for e-Logistics system integration with UPSLG-TS, USPS, Fed- Ex, and Airborne

Responsible for developing network solutions models for prospective e-Logistics clients encompassing both domestic and international distribution modes

Extensive work with Marketing and Business Development outlining the transportation service offering for prospective clients and Sales Team

Primary Project Lead for e-Logistics systems integration of UPS WorldShip program for international parcel shipping capabilities

February 1997 to Consolidated Transportation Management Services Atlanta, Georgia

October 2000

Regional Logistics Planner

Responsible for budgetary management and development for $43M in revenue with $7M savings generated for client over two years

Oversaw strategic planning initiatives by Field Traffic Managers to increase our managed volume of clients’ inbound freight

Worked directly with clients’ senior management and procurement teams to identify and implement processes designed to further enhance their purchasing and inventory efficiencies

Oversaw rollout of new Oracle-based TMS system for team of fifteen onsite managers

Project Implementation Manager

Assisted on all new start-up efforts consisting of vendor data development, lane analysis, implementation of load consolidations and savings models

Responsible for orientation presentations for clients and program users

Assisted with the development of the company implementation process manual

Screened, hired and trained new Field Traffic Managers

Senior Logistics Analyst

Responsible for data take-on for new prospective client analysis and coordinating with IS staff and other analysts’ objectives

Formulated proposals derived from data analysis of clients’ current operating trends and processes

Assisted in presentation of proposals to clients’ senior management in conjunction with CTMS Management

Initiated savings models to clients to enhance inventory management process

April 1995 to Alliance Shippers Inc. Atlanta, Georgia

February 1997

Pricing/Marketing Analyst

Daily pricing activities including quotes, rate packages and contract proposal development

Responsible for contract development and implementation of contracts with all major railroads, service providers and clients

Worked directly with Southeast Sales Team from customer pricing development to new lane rate implementation

Direct communication with customers regarding pricing initiatives to issue resolution

June 1994 to CSI Logistics (Startup) Atlanta, Georgia

April 1995

Intermodal Operations Planner

Responsible for daily operational functions related to intermodal shipments, pricing, customer service, dispatch and payables

Coordinated all inbound/outbound shipments

Direct customer contact for small customer account base in a direct operational support capacity

August 1992 to C.H. Robinson Company Atlanta, Georgia

June 1994

Intermodal Transportation Coordinator

Performed day-to-day operations functions including tracking/tracing, payables/claims and problem resolution

Responsible for planning and negotiating rate and bid packages with customers and service providers

Assisted in sales and marketing support functions for assigned customer base

Computer Skills Integrated Logistics Software I and II, PC Miler, Optum Transportation Management System (Oracle-based), Microsoft Office Suite

Education BS Human Resources Management, May 1992

Worcester State University, Worcester Massachusetts

Professional Training Fred Pryor – effective project management; Leadership Vision – Time mastery;

TQM – Total Quality Management; Bob Proctor – Personal Management;

UPS – New Management orientation; UPS SLS – Supervisor Leadership school;Haz Mat certified

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