Customer Service Manager

Joe Hobson

https://www.linkedin.com/in/joe-h-****a0118

(C) 817-***-**** / ******.*.*********@*****.***

Director Operations * Distribution * Transportation Logistics

Summary of Qualifications:

Budgeting acumen AS400 acumen Triceps Disk Operating system Windows 10

P&L Management Data Base Manager Lotus 123 ICertainty System Excel

Word processing Team Builder Analytics Human Resources LTL/TL

Through-put increase Safety Specialist Bottom-line Productivity increase Union acumen

RF Scanners Drawing acumen Oracle Sys Compass System Profit driven

A dedicated/motivated professional with proven experience in Logistics/Operations, Inventory Control, Human Resources, Transportation Management, Warehouse Management, and School District turn-around specialist. Able to recognize the strengths and weaknesses of others and can channel these strengths to impact customer service, quality of work and profitability. A self-starter capable of making effective business decisions utilizing experience, knowledge, management, and leadership skills to achieve the set goals and/or objectives of an organization.

PROFESSIONAL EXPERIENCE:

First Student, Lewisville TX January 2017- June 2019

Student Transportation/Logistics

Senior Logistics Manager

Lead and direct over 425 employees in the areas of safety, student transportation, and customer service (Internal and External)

Provide effective leadership to three different sites/customer service teams (Drivers, Dispatchers, Office Personnel, Mechanics, and Location Managers)

Full P&L Responsibility for the Lewisville School District, which is in the top 75 largest school districts in the United States.

Work directly with the Superintendent, Directors, Principles/Asst. Principles, and Administrative staff of the school district.

Hire and train new managers/employees.

The district was not fully staffed in over twenty years, and I was able to not only get the facilities fully staffed but was commended by the Superintendent by having the best school start up in his 30-year career, since my arrival.

Work directly with the Teamsters Union by resolving grievances in a timely manner, while ensuring the up-most fairness to each employee and ensuring we stay within our budgetary constraints.

Consistently beat budget year over year with a high dividend of 150% per metric.

Durham School Services, Crowley TX May 2014 – January 2017

Student Transportation/Logistics

Area General Manager

Lead and direct over 300 employees in the areas of safety, student transportation, and customer service.

Provide effective leadership to the customer service center teams (Drivers, Dispatchers, Office Personnel, Mechanics, and Supervisors).

Full P&L responsibility for each school district, which includes (KIPP-DFW, Kennedale TX, and Crowley TX).

Work directly with the Superintendent, Directors, Principles/Asst. Principles, and Administrative staff of the school districts.

Resolve a variety of issues, while making long-term recommendations.

Hire and train new managers/employees.

Identify growth opportunities in the areas of responsibility.

Work with school districts on staying within the allotted budget and formulating budget analysis. Maintain a close working relationship with the parents, board members, and school district staff members.

Instrumental in the decertification of the Drivers Union in Burleson TX.

Save-A-Lot Distribution, Fort Worth TX March 2005 – May 2014

One of 16 Grocery Distribution centers (408,000 square feet).

General Manager Distribution

Lead and direct employees in the areas of safety, productivity, sanitation, customer service, and inventory control. Promote

positive employee relations and ensure proper implementation of company rules and policies.

Manage daily operations to ensure completion of the necessary workload while maintaining and improving customer service

level.

Responsible for Colorado, Texas, Oklahoma, part of Louisiana / Mexico/ Kansas / Arkansas market areas.

Develop and train personnel in various phases of the operation.

Hire and train new managers / employees.

Promote a teamwork atmosphere through employee meetings.

Work closely with transportation manager to achieve set goals and objectives.

P&L responsibility with a $180 Million Dollar Sales target.

Lowered Turnover from a high of 52% to 3.23% in 3years.

Consistently beat budget by a minimum of a “Half Million dollars” each year.

Increased Safety initiative from a high of 14 accidents per year down to an average of “2” accidents per year. Leading the

team from 2010 to 2013 to a safety record of “1” accident for almost three years and “0” accidents in FY2014 (the site was

469 days accident free and counting prior to my departure).

Achieved the highest FISA score of 966 out of a possible 1,000 points in the history of the Fort Worth DC.

Period to period forecasting ability to equalize set goals and objectives of the organization.

Ability to recognize and train top level talent for the set goals and objectives of the organization

McLane Foodservice, Memphis, Tennessee November 2001 - March 2005

One of 18 Food Service Distribution centers. This facility is over 450,000 square feet. It was the 3rd largest food service center for McLane and we shipped out over 277,000 cases per week.

Transportation Manager/Warehouse Distribution Manager

Responsible for a 3-Million-dollar monthly budget, which included 130 tractors, 145 trailers, 120 drivers, 215 warehouse employees, and 9 managers.

Manage the outside vendor on tractor/trailer maintenance and PM scheduling.

Responsible for our domicile operation, which includes 2 managers, 18 drivers, and 6 helpers in the Louisiana market.

Manage On-Time delivery for 350+ Quick Service Restaurants (Taco Bell, Kentucky Fried Chicken, Pizza Hut, Long John Silver’s, and Wendy’s for a market area of: Arkansas, Tennessee, Mississippi, and Louisiana).

Manage perfect orders, sales compliance, productivity, over-time, through-put, head count, route miles, cubes per route, Miles Per Gallon, Idle Time percentage, hiring/firing, and P&L targets

Manage customer complaints/concerns (included traveling to various sites to develop a plan for service failures/pitfalls and to execute the agreed upon plan and/or course of action with the Vice President of Market area).

PYA/Monarch, Inc., Jackson, Mississippi September 1996- November 2001

The company was the 3rd largest broadline distributor in the USA. The company merged with US Foodservice, which was

one of the largest broadline food service distributors in the USA.

Warehouse Manager

Ensured customer satisfaction and handled warehouse operational issues. Worked closely with GM and VP of Operations.

Managed, throughput, incentives, productivity, tracking of shorts/mispicks, payroll, 5 Operations Managers, 147 warehouse associates, and 117 drivers.

Raised throughput from a low of 60% to over 110% productivity.

Managed 28ft double trailer and 52ft single trailer line hauls in a market area of (Mississippi, Tennessee, and Alabama).

Responsible for billing, credits and invoicing customer accounts.

Managed inventory control, export MPC Health Certificates, releasing rail cars, while managing both receiving and shipping to allotted service area.

EDUCATION

Delta State University – BS Degree in Psychology, Minored in Journalism (1993 – 1996)

Mississippi College – Majored in Communication-Television Broadcasting (1989 – 1992)

Professional Development – Onward to Excellence Training (SAL), Center for Creative Leadership (North Carolina), Distribution Management Training Program (Supervalu), Leadership in Action Program (SAL), FMI Future Connect Leadership Training (Dallas TX), Dale Carnegie Human Relations & Communications training (Dallas TX), 7 Habits of Highly Effective People training (Franklin Covey Seminar in Minnesota), Tier II Training (Coaching impact, Dive in, Performance Impact, and Skill Building-SAL), and Managing Organizational Change/must have skills for leading a Company through difficult times Professional Seminar (Fort Worth TX).

Certifications – Adult First Aid and Standard First Aid.

Achievements – Dean’s List-Delta State University, Outstanding High School Students of America, Who’s Who Among American Students, Winner of the Mississippi College Football National Collegiate Championship in 1990-1991, Most Improved Player of the Year in 1992 and Gulf South Conference Player of the Week in 1994.

Leadership Studies – One Minute Manager Meets the Monkey by Kenneth Blanchard, Developing the Leader With-in you by John C. Maxwell, Quality of a Leader by John C. Maxwell, The Power of Leadership by John C. Maxwell, Who Moved My Cheese by Spencer Johnson, It’s Your Ship by Captain D. Michael Abrashoff, Mojo by Marshall Goldsmith, Qualities of a Team Player by John C. Maxwell, and Flipping the Switch by John Miller.

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