Customer Service Manager

Experienced fleet manager

Multi-function vehicle fleet manager with an extensive background in streamlining operations, diagnosis, repair and maintenance, business development, customer service, regulatory compliance, public relations, staff recruitment and development. Comprehensive background in safety, quality assurance, and continuous improvement concepts, materials handling/distribution, and preventive maintenance programs. Effectively deliver share increases and initiate successful new programs. Equally strong communicator with union/non-union members. Proven organizer with excellent relationship-building skills. Consistent track record of improving operations performance.

Qualifications

Customer Service

Transportation Management

Insurance Analysis

ISO Competent

Trainer

Title, Registration knowledge

Records Management

Detail Oriented

Prepare reports

Multitasking

Monitor compliance

Community Service

Communication

Business Administration

Knowledge of new trends

Professional Experience

Operations Manager October 2016 - Present

First Transit

Ensures service delivery at standards set by departmental policy, federal and state regulations/guidelines.

Serves as liaison to vehicle maintenance contractor to ensure service efficiency.

Responds to public inquiries, comments, suggestions, follow-ups on all accidents and formal complaints and take appropriate corrective action.

Coordinates accident and incident investigations with the Safety & Training Coordinator; recommends need for re-training and safety instruction.

Screens roll out sheets, attendance forms, and time adjustments sheets for accuracy and trends.

Coordinates personnel recruiting and training; and participates in the hiring process.

Facilitates driver bids on a regular basis and ensures they are conducted within the policies established.

Maintains a positive work environment by providing all employees with fair and equitable supervision and encouraging professional and personal growth.

Reviews and analyzes operations and makes recommendations for service improvement

Document employee performance, provides guidance, and applies appropriate discipline.

Prepares reports for staff, management, and public presentations

Any other duties as assigned.

Generation Home Care

February 2015 – October 2016

Statewide Director of Fleet

Direct activities related to dispatching, routing, and tracking transportation vehicles.

Plan, organize and manage the work of subordinate staff to ensure that the work is accomplished in a manner consistent with organizational requirements.

Direct investigations to verify and resolve customer complaints.

Serve as contact persons for all staff within assigned territories.

Implement schedule and policy changes.

Collaborate with other managers and staff members in order to formulate and implement policies, procedures, goals, and objectives.

Monitor operations to ensure that staff members comply with administrative policies and procedures, safety rules, and government regulations.

Promote safe work activities by conducting safety audits, develop transportation safety policies, and meet with individual staff members.

Develop criteria, application instructions, procedural manuals, and contracts for the agency's transportation programs.

Monitor spending to ensure that expenses are consistent with approved budgets.

Direct and coordinate, through subordinates, activities of the transportation department in order to obtain use of equipment, facilities, and human resources.

Direct activities of staff performing repairs and maintenance of GHC commercial equipment and vehicles.

Conduct investigations in cooperation with government agencies to determine causes of transportation accidents and to improve safety procedures.

Analyze expenditures and other financial information in order to develop plans, policies, and budgets for increasing profits and improving

Supervise and coordinate transportation billing preparation for the purchase of new commercial vehicles

Recommend expenditures for acquisition of new equipment or property in order to increase efficiency and services of the transportation department.

Provide administrative and technical assistance to those receiving transportation-related grants.

Direct procurement processes, including vendor contracts, equipment, research and testing.

Manage the maintenance of the GHC commercial Fleet in all (3) counties in the State of De

Prepare annual budget for annual cost associated with all the of GHC commercial fleet cost center

I correspond with out-side vendors daily, weekly for the rotation of vehicle maintenance

Develop and maintain a Spreadsheet of dates of repairs/ and details for each vehicle

Utilize Fleet management software Route match, Request estimate before repair with vendor

Manage with directing the vendor, the technicians to repair the commercial vehicles

Reviewing the diagnostic issue with the technician’s to trouble shoot repair

Created a fleet cycle for replacement of commercial vehicles that exceed repair.

Fleet Coordinator, NHS HUMAN SERVICES May 2011- Feb 2015

Responsible for ensuring DOT (Department of Transportation) and FMCSA (Federal Motor Carrier Safety Administration) Compliance via training, data management, analysis, and reporting

Responsible for ensuring field compliance to HOS (Hours of Service) program; document and manage noncompliance

Maintained Driver Qualification Files; identify discrepancies and work toward resolution

Managed the MVR (Motor Vehicle Reports) process

Managed and process vehicle accidents/incidents

Union AFSCME Shop Stewards /Negotiations grievances

Professional Transportation Manager MYI Consultant Inc. May-2009- May--2011

Assessed business conditions, evaluate emerging business needs (e.g. seasonality, promotion events) and take action to address near-term opportunities to improve service, reduce costs, and/or generate incremental revenue to enhance operational results across the distribution system.

Assisted in preparation of the annual operating budget for fleet, garage, reclaim, security and support functions. Evaluate proposed budgets and adjust to achieve overall company goals, and approve the final operating budgets for submission to the director of distribution.

Lead the adoption and use of improved processes, new equipment, and new facilities and was accountable for achieving incremental business results from the use of these investments.

Created high customer service expectations among associates, monitor results with customers to ensure performance is in keeping with expectations, and take action to correct performance gaps and/or address improvement opportunities.

Lead the maintenance of safe work practices and conditions, and is accountable for maintaining a safe environment for associates and visitors at the assigned distribution center in accordance with company policies and health and safety regulations.

Assisted in identifying necessary remodeling or replacement of obsolete or unproductive assets (e.g. Equipment, fixtures, and vehicles) based on operational need and economic justification.

Inspected record keeping, inspections, audits, and safety training and was accountable for providing a safe work environment, elimination of accidents, and the security of distribution center facilities and associates while on company property.

Monitored the effectiveness of development and skill building systems against productivity and associate turnover goals; take corrective action as needed.

Record Center Specialist – Contractor, Iron Mountain Records Management April- 2008- May 2009

Processed incoming orders; scan carton barcodes and locations on the Safe keeper system

Investigated and resolve any order discrepancy for incoming or outgoing orders; manifest all orders, bundle and prepare for shipment

Accurately prepared all necessary paperwork

Communicated any difficult order issues to manage

Inspected and maintained all equipment, including Telxon scanner, wedge, Safe keeper terminal and ladders

Collaborated with team members

Observed safety procedures and report any safety issues

Performed all physical requirements without assistance

Traveled between facilities when necessary

Transportation Manager / Supervisor Delaware County Transportation Nov 2007 April 2008

Experience in Philadelphia School District / Contractor.

Proven record of profitability and cost efficiency in operations and administration.

Supervised drive r/ w random drug & alcohol program

Weekly meeting with the driver requirements, qualifications

Created bus schedule in for field trips, alethic actives, also after school programs.

Collected driver pre & post trip DVL’s for the maintenance program.

Ability to succeed in a variety of environments, including small, medium, and large school bus routes.

Handle to parent call for no-show, or cancellations, early dismissals

Two-way driver for and vehicle breakdowns

Instructed the mechanics on repairs for commercial fleet

Title Specialist - Contractor Leaf Financial Corporation feb-2007-Nov-2007

Prepared D.M.V applications for titling errors

Created D.M.V guide for lien holder's receipt of recorded lien

Developed Knowledge database for D.M.V requirements for all 52 states

Performed Insurance follow-ups for financing equipment

Contacted AAMVA to comply with government compliance for D. MV

Filed UCC at Secretary of State

Updated Title exception logs with title info

Mailed plate & registration to End-User

Inbound/Outbound Sales - Contractor FRANKLIN MINT JAN-2006- Feb-2007

Process sales request from clients for products and services (fine, memorable and collectibles)

Perform account maintenance request per client request and verify shipping methods

Conduct new employee training on software applications and mail order process

Process correspondence request for catalogs and other written materials

Interact with internal departments regarding account maintenance and client relations

Communications Associate - Contractor VANGUARD GROUP Sept 2005- Jan-2006

Assisted clients in the process of enrolling in investment plans

Responded accurately and promptly to inquiries regarding accounts

Managed follow up on complex/sensitive client issues as appropriate

Transportation Coordinator - Contractor IRON MOUNTAIN RECORDS MANAGEMENT May 2004- Sept 2005

Updated driver, vehicle logs and mobile cast with delivery information using M.S. Excel

Prepared transfer of truck routes

Licensing Administrator - Contractor GENERAL ELECTRIC TRAILER FLEET SERVICES & MODULAR SPACE

Mar 2003 May2004

Requested checks from Oracle, MS Excel and Word spreadsheets

Renewed registrations for modular spaces

Accurately updated Ficca with MSO information and retrieved MSO for sales

Managed files and office communications as necessary

Directed DMV registration renewal month, as required by the State of California

IRP/ application submission’s

IFTA quarterly submission’s

Professional Education & Affiliations

Funches & Carrington Memorial FUND /Present

Volunteer/Active Member

Assist with local and regional clothing and food drives for the homeless

Coordinate coalition outreach

MIHA Member since 2007 (Material Handling Logistic Industry of America)

LTAP Member since 2008 (Local Technical Assistance Program/Penn Dot)

AEMP Member since 2016 (Association of Equipment Management)

Education

Harcum College - Associates Degree in Leadership 2014

Transportation Safety Institute: Insurance, Financial Responsibility Certificate- 2009

Kelly School of Business: Marketing & Management Certificate- 2008

Philadelphia Insurance Society: Communication Skill Certificate- 2008

Career Track: Ultimate Supervisor Certificate - 2008

Johnson & Johnson: Records Retention Certificate - 2006

West Chester Business Writing School: Received Certificate - 2005

Management & Strategy Institute Lean Six Sigma White Belt

Contact this candidate