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Manager Customer Service

Ontario, CA
October 30, 2018

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Michael James Sean Murphy

***** ******* ***. ● Chino, CA 91710 ● 909-***-**** ●

Objective: To obtain a position with a dynamic and driven company that will benefit from my years of knowledge and experiences, and which we both can accomplish mutual professional goals.


Demonstrated ability to learn and adapt to new situations

Increased profits in multiple facilities

Implemented safety guidelines which improved safety ratings

Negotiated contracts

Continually increased roles in leadership and management

Trained and coached groups of supervisors and employees

Increased sales through strategic marketing plan

Grew customer relations and satisfaction in several different work places


Legacy Supply Chain/Sams Club – Ontario, CA: 2017- Present

Operation Manager II

Manage the day to day operations of the nation’s largest Sam’s Distribution Center handling approximately 31,000 weekly shipments servicing 43 clubs.

Oversee the distribution of freight for 40 clubs through 5 transportation partners including off-shore and international locations

Review and evaluate performance of warehouse functions, address performance gaps, and take corrective action, as needed, to ensure the managers/supervisors of each functional area are delivering on our KPI’s.

Promote high customer service expectations among team members, monitor and share results with the customer to ensure performance is meeting expectations and act to address improvement opportunities.

P & L and budgeting responsibility including weekly projections and monthly report-outs to the customer.

HR responsibility including hiring, interviewing, training, coaching, corrective action, discipline and terminating employees, as well as employee engagement activities with emphasis on core values and hiring hard to improve culture.

XPO Last Mile/Macys – Industry, CA: 2015-2017

Operation Manager III 2016

Increased O.D.E (overall delivery experience) from 83% to 94.3%

Managed 1 distribution center, 2 cross dock facilities in CA. Arizona, Nevada

Implemented short-range and immediate actions to improve processes, quality, efficiency, productivity, and customer satisfaction

Guided the complete day-to-day operations of the service center.

Supported positive internal and external customer relationships.

Oversaw revenue, profit and cost controls for Reno, Phoenix and Industry

Ensured that the facility and its team members operated to optimize safety, service and quality measures.

Staffing and scheduling for proper utilization of management and personnel.

Supervised all personnel working at the facility.

Integrity Automotive – Chino, CA: 2008-2016

General Manager 2013-2015

Operations Manager 2011-2013

Technician Supervisor 2010

Technician 2008

Oversaw a team of 8 employees, lead weekly meetings to discuss safety, policies and procedures, and to allow employees a platform to voice concerns/suggestions

Recruitment and selection of employees; maintain personnel files; performance evaluations; training new employees

Establish insurance coverage for facility (liability, worker’s compensation, etc.)

Implemented a comprehensive marketing plan aimed at increasing overall volume and sales

Managed fulfillment of inventory

Quality control of technician labor

Maintained high levels of accuracy in inventory integrity and daily operations

Maintained customer satisfaction through personal and written communication

Responsible for P&L and payroll

Increased shop safety in compliance with OSHA and city guidelines

DHL/ Velocity Express - Palm Springs/Riverside, CA: 2005-2008

District Area Manager 2006-2008

Branch Manager 2005

Responsible for two multi-million dollar branches

Monitor all supplier activities to the warehouse facilities

Specializing in logistics and daily route planning/organization

Provided continuous direction and guidance to 110 employees

and independent contractors

Monitor compliance with federal, state, and local legal requirements by studying existing and new legislation; anticipating future legislation; enforcing adherence to requirements; filing financial reports; advising management on needed actions

Full accountability for branches P&L, HR, and contract negotiations

Accomplished a 17% gain in profit for both facilities

Union Pacific Railroad - City of Industry, CA: 2002-2005:

Yard Supervisor

Liaison between union and non-union parties

Provided direction, schedule coordination, and supervision of 35+ employees

Manage and coordinate all inbound and outbound freight totaling 3 trains of approximately 325 containers and trailers of freight per shift

Supervise loading and unloading of all freight

Ensured inventory security and provided reports of any inventory loss or shortage

Monitored and maintained compliance with all OSHA requirements by implementing, monitoring and maintaining safety systems and training programs

Lead initiative to adjust safety practices, moving the location from twenty-sixth, out of fifty, to the number three spot in safety ratings

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