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Customer Service Manager

Washington, District of Columbia, United States
September 10, 2018

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Raymond M. Spriggs

**** ******** ****

Fairfax, VA 22033




To obtain a position utilizing both my managerial and customer service skills in a positive and challenging environment.

Professional Experience:

08/2009-Present: Dispatch Manager-PARS (Professional Automotive Relocation Service)

.Monitor several Logistical Coordinators ensuring that they follow through on the process and correct any issues that may hinder successful completion of delivery/pickup.

.Assign workloads to individual drivers in order maximize efficiency and increase overall productivity and profit.

.Ensure that the drivers are paid promptly on a weekly basis and update them on any changes to Company policies and procedures.

.Follow up on any customer complaints/compliments and maintain an active database for resolution and follow through.

. Maintain an accurate inventory of over seventy company and fleet vehicles and ensure that both the maintenance and certifications are up-to-date and adhere to DOT regulations.

03/2007-06/2009: Senior Project Manager – Dulles World Cargo, Sterling, VA

Monitored inventory accuracy by conducting periodic audits utilizing manual cycle counts and an on-line scanning program that I developed.

Ensured procedural compliance with all international and domestic regulations and policies for shipping various commodities.

Monitored and maintained exceptional quality standards for all sales and service functions by providing daily feedback to my customers regarding the current status of their shipments.

Conducted procedural audits for customers by researching and presenting alternative cost effective methods for their shipments.

. Supervised and trained warehouse personnel to ensure that shipments were in compliance with international and domestic mailing regulations and policies.

customer service professionals, resulted in a measurable improvement in response times and increased efficiency.

Coordinated and edited responses to various local and national consumer agencies, including the Better Business Bureau, and various local/state consumer agencies.

. Tracked various marketing campaigns sent through several branded websites to monitor customer critical reaction.

01/2005 2/2007: Project Manager – U.S. Aluminum - Fairfax, VA

Supervised several service and warehouse personnel and evaluated service performance, including post-inspection of simultaneous installation and service projects through follow-up calls and the tracking of customer survey responses.

. Monitored and verified that all my on-road service personnel complied with all relevant Department of Transportation rules and regulations.

Responded in a timely and cost effective valuation to customer warranty claims and developed reports that identified outstanding product service issues for corporate action.

Managed inventory control and provided logistical support for various marketing and sales events.

1/1983 1/2005: FedEx

1/2000 1/2005: Operations Manager – Herndon, VA

Trained, developed, and motivated both on-road and customer service personnel through periodic reviews utilizing both subjective and objective measuring tools.

Developed the standards and operational goals for each of my on-road routes through employee consultation and past performance standards.

Controlled and utilized on-road personnel to minimize loss by monitoring daily service goals and adjusting workforce levels to meet current operational standards/requirements.

. Monitored and verified that all on-road personnel complied with all relevant Department of Transportation rules and regulations.

Provided operational support to the sales team by maintaining and encouraging direct contact with our top accounts through both site visits and online area-centric customer service evaluations.

12/1990 12/1999: Dispatcher, Springfield, VA

Monitored route structure and ensured daily workload flexibility and balance.

Analyzed fleet status to ensure optimum service level and evaluate any on-going problematic conditions.

. Developed and sectored a station’s service area so that workflow can be automatically dispatched thereby eliminating errors and increasing efficiency.

Compiled and distributed manual and automated reports reflecting both station and district workforce performance.

11/1983 12/1989: Courier/Dangerous Goods Agent, Washington, D.C.

Provided efficient and safe delivery and pick-up of packages.

Ensured the safe legal handling of dangerous goods, including all related paperwork is accurate and complete.


5/1983 James Madison University, Harrisonburg, VA

Bachelor’s Degree in English and Speech Pathology


Named as one of the Top Ten Managers in the Eastern Region for 8 consecutive months.

Received 13 Straight Awards for reducing and eliminating the number of accidents and injuries involving on-ground operations.

Received several customer service awards from Anderson Windows for exceeding service goals.

Provided logistical support for the television show “Curb Appeal,” featuring Anderson products and installation methods.


Over the course of my career, I have attended seminars and training sessions emphasizing managerial and operational training skills. I have received certificates in Hazardous Materials Management, Quality Control Management, Weigh Persons Certification, and Human Resource Management.

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