Service Manager
Resume:
KAVEN M
KNIGHT
@ ***********@*****.***
a 5124 Fairway Circle, Granbury,
TX 76049
SKILLS
• Process improvement
• Logistics management
• Strategic Planning
• Project planning/development
• Staff management
• Business process re-engineering
• Project Management
• Issue resolution
• Analytical
• Advanced problem solving
• Team building
• Personable
• Dependable
• Dedicated team player
• Team oversight
• Timeline management
• Performance evaluations
EDUCATION
Thomas Edison State University
Trenton, NJ
• Majored in Management and
Operations
PROFESSIONAL SUMMARY
Experienced Manager with more than 40 years of dedicated performance and a history of setting the standard for excellence. Known for highest integrity and strong work ethic. Successfully led teams to exceed customer and employee expectations. Developed continuous improvements in the planning and implementation phases of many projects. Demonstrated ability to create environments where staff members are comfortable in questioning the status quo and contributing to new ideas that drive company growth and improve customer and employee experiences. Instrumental in strategic initiatives for UPS and UPS Capital. Comfortable working with new employees through C-level.
WORK HISTORY
UPS Capital - Project Manager
Fort Worth, TX • 04/2013 - Current
Extensive Agile experience including roles as Product Owner, Scrum Master, Team Member and Subject Matter Expert
Lead role in major software development projects from inception through implementation and product support
Mapped processes and Wrote Desk Level Procedures
Improved subrogation process resulting in 200 % gain in recoveries
Developed cross-functional, customized solutions for sales, customers and mergers & acquisitions
UPS Capital - Quality Assurance Supervisor
Fort Worth, TX • 02/2009 - 03/2013
Evaluated interactions between associates and customers to determine areas in need of improvement.
Designed and Implemented solutions to improve employee and customer experience.
Created audit forms, processes, reports and follow up procedures
Lead role in creation & execution of annual site compliance audit
Lead efforts to reduce customer complaints by more than 50%
President’s award for excellence
Responsibility for:
oFacility Management
oSecurity Systems and Procedures
oInformation Technology
oTelecommunications including Cellular
oVendor Management
oHuman Resources
oSystem Administrator
oProcurement
Training & Development
United Parcel Service Inc - Dispatch Planning Supervisor
Mesquite, TX • 06/2004 - 02/2009
Achieved 25 percent improvement (approx. $400,000/yr.) in delivery efficiency by optimizing implementation of proprietary routing software.
Instrumental in launch of major project to delivery operations
Trained new Dispatch Planning Supervisors
Developed Key Performance Indicators for position
Subject Matter Expert on Dispatch Planning & Route Optimization
Special projects such as Y2K risk remediation strategy
United Parcel Service Inc - Security Supervisor
Mesquite, TX • 01/1991 - 06/2004
Analyzed and investigated all incidents alongside functional management and security supervisors.
Created and implemented control procedures and systems which eliminated high value losses in the district.
Built cases for prosecution
Subject Matter Expert on source development
Special assignment as Region security liaison
Managed tracing and claim operations
Oversaw outsourcing of claims to third party
Special assignment to corporate as claims expert
Responsible for security of UPS facilities
Auditor for accounting risks and issues
United Parcel Service Inc - Various Assignments
Mesquite, TX • 10/1978 - 06/1991
Numerous operations and staff assignments internally.
Recognized for safety, service and performance excellence throughout career.
Trained drivers in safety, service and performance
Independently managed Saturday air operation
Safety committee leader
Service excellence committee leader
Recognized for best performance in UPS enterprise-wide
Trained in Safe Work Methods
Delivery driver for 4 years with numerous accolades for safety, service, performance and knowledge
Expert in methods and procedures
Participated in industrial engineering projects including time study
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