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Customer Service Manager

Location:
Fort Wayne, IN
Posted:
October 05, 2018

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Resume:

torren l. white

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

Fort Wayne, IN 46806

ac7ank@r.postjobfree.com Cell 260-***-****

SUMMARY

Terminal management and logistics operations professional with over 16 years of experience. Proven ability to lead staff and achieve business objectives. Demonstrated expertise in terminal management and operations. An earned reputation for poise and effective leadership in high stress environments.

AREAS OF EXPERTISE

Employee Relations

Safety Programs

Cost Savings Expert

Investigations/Conflict Resolution

Operations Management

Succession Planning

Logistics

Staffing/Recruitment

OSHA Recordkeeping

Customer Service

DOT regulations

Training/Development

Workers Compensation

Terminal Management

EDUCATION

BS Industrial Safety & Health Management Indiana State University – Terre Haute, Indiana 1996

PROFESSIONAL EXPERIENCE

Moore Transport of Tulsa 2016-2018

Regional Manager

Overseeing and leading all logistical operations for the Western Region of a multi-state transportation company which consisted of 7 locations, 155 trucks and 150 drivers. These locations are supervised by 11 operational staff who were direct reports. Providing leadership and daily mentoring to staff and servicing multiple customers including but not limited to Toyota, Chrysler, Ford and General Motors which included but not limited to.

Analyzes, develops, implements and coordinates operational action plans and processes to coach direct reports in multiple locations which allowed them to effectively improve customer service requirements.

Using Kaizen methodologies, identified operational and logistical inefficiencies in 7 locations which resulted in a 10% improvement in on time deliveries.

Understanding customer service requirements and the proper fleeting to meet those requirements.

Works with each location and developed improvement plans to maximizing productivity.

Communicating with customers to evaluate onsite conditions and discuss necessary improvements with the operations.

Allied Systems LTD. Fort Wayne, Indiana/Jack Cooper Transport 2002-2016

Terminal Manager Lansing, Michigan (2013-2016)

Assistant Terminal Manager (2007-2013)

Safety/Operations Supervisor (2002-2007)

Provided strategic leadership, direction and training to 200 employees and 8 supervisors in all phases of terminal/ yard logistical and operations management to ensure the safe and on time delivery of General Motors automobiles and products. Championed a first class safety program that fostered a safety culture that filtered from top management down the organization which resulted in the company advancing to unprecedented safety levels. Assisted in grievance hearings on the terminal level to resolve financial and discriminatory disputes between management and hourly employees. Effectively managed driver productivity to ensure optimal results in the terminal meeting its profit objectives.

Implemented safety programs and conducted safety in-service training resulting in a reduction of work related injuries by 82%, lost time days by 76% and vehicular accidents by 80% which resulted in receiving the President’s award for excellence.

Maintained OSHA record keeping files and performed onsite inspections assuring safety regulatory compliance were met which resulted in the Department of Labor (OSHA) finding zero violations and avoided fines.

Conduct accidents investigations to determine the cause and effect relationship between negligence, lack of training to injuries, loss of productivity, lost financial resources and administered discipline which included reprimands, suspensions and terminations.

Developed and maintained relationships with Teamsters Local 414 which resulted in the effective representation of Jack Cooper Standard in all employee grievance matters between the union and management which kept management in compliance with the collective bargaining agreement.

Guardian Industries, Auburn, Indiana

Production Supervisor 2005-2006

Led and developed a team of 35 production employees while serving as the evening shift production supervisor in the lamination department. Responsible for directing and controlling the workload for the shift and assigning tasks to be completed to ensure the efficient delivery of durable goods to meet and exceed internal customer expectations.

Utilizing Kaizen methodologies to implement new production processes in the lamination department that resulted in an average increase in production of 65% which became the benchmark for other departments to follow.

Developed and assigned employees based on individual strengths and skill sets to achieve the most advantageous production results for the department.

Geiger Excavating 1998-2001

Safety/Personal Manager

Developed and implemented safety programs; conduct safety in-service training which included; safe operation of equipment training, trenching and excavating, confined space training, weather related injuries. These safety programs led to a measurable reduction in work related injuries. Responsible for developing creative solutions to employee complaints and concerns which led to overall the improvement of employee morale and increased productivity.

Maintained OSHA record keeping files; performed onsite inspections to ensure legal compliance.

Case manager for Worker Compensation claims and ensured the timely disbursement of monetary benefits.

Conducted accident investigations, reporting, and followed up the findings of those investigations with training and discipline when appropriate.

Developed and implemented “Zero Drug Tolerance” Policy to comply with the terms of an awarded subcontract which significantly increase revenue.

Responsible for developing creative solutions to employee complaints and concerns which led to overall the improvement of employee morale and increased productivity.

Recruited and interviewed qualified candidates to fill immediate skilled positions to make certain that there was a sufficient qualified workforce to meet business and customer commitments.



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