Project Manager Customer Service
Resume:
P. Dexter Lander
**** ****** ***** *** ********* TN 37923 Phone: 703-***-****
********@*****.***
SUMMARY OF EXPERIENCE
Generated a profit of $175 Million Dollars of new business by forging new C Level relationships
•
in the small, medium and large markets
• Slashed annual costs ~100K by initiating lean techniques to improve efficiency
• Ensured clients satisfaction, built client loyalty and retention – driving profitable business
relationships and generating additional revenue year over year
• Astute, performance driven, business strategist highly accomplished in successfully managing
business development, project management, and marketing initiatives to achieve multi million
dollar revenue stream for maximum ROI.
AREAS OF EXPERTISE
• Staff Training & Development • Market Strategy & Tactical Development
• Project Management • Business Planning & Development
• Contract Negotiations & • Create Short & Long Term Business
Management Plans
• Service & Revenue Increases • Transportation & Logistic Planning
• Cost Reduction • Client Relationship Management
• Value Proposition • Supply Chain & Customer Logistics
• Problem Resolution • Competitive Market Analysis
• Strategic Planning • Market Segmentation Analysis
AWARDS
Golden Eagle Award, (FedEx Express), 2008, Increased revenue and retained clients year
over year
Bravo Zulu Award of Outstanding Performance (FedEx Express), 1994 2004
Bravo Zulu Award of Special Project (FedEx Express), 2008. Lead Project Manager that
generated a profit of $175 Million Dollars of new business
Outstanding Manager Award, Best Under Pressure (FedEx Express), 1998
PROFESSIONAL EXPERIENCE
LANDER SOLUTIONS – 2009 TO PRESENT
Independent Transportation, Marketing & Small Business Consultant
• Provide transportation planning and management consulting services to clients throughout the USA
• Create KPI’s and Sales targets to achieve exceptional customer service
• Conduct SWOT Analysis to understand trends, demands, competitors profiles and challenges
• Specialize in solving clients’ strategic and operational challenges
• Analyze concept of operations, life cycles cost and market penetration
• Identify opportunities for developing new lines of business and/or closure of services through research, analysis and/or
the strategic planning process
SOUTHEASTRANS INC. – 2011 TO 2013
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P. Dexter Lander Resume
Director of Operations & Regional Manager
• Directly oversaw the hiring, training and functions of local management staff in collaboration with department heads in the
corporate office
• Monitored the Network Management staff activities to ensure efficient, reliable and safe transportation services
• Administered project status meetings to identify issues and ensure that deliverables were fulfilled
• Managed staff, prepared work schedules and assigned specific duties for staff members to adhered to
• Reviewed transportation cost within the yearly allotted budget
• Instituted specific transportation network management process improvement and criteria in order to support the programs
operational excellence
• Ensured service providers were meeting HSCSN, TN Care and company contract objectives
• Conducted meetings with the transportation providers, facilities and clients to ensure safe and quality transportation services
• Administered reports on performance data including; reconciliation process review with respect to HSCSN, TN Care and company
standards
• Managed the customer compliant process including customer issues, escalation and communicated the investigation results
• Implemented training procedures to new service providers which included Defensive Driving, Customers Service, First
Aid/CPR/Blood Pathogen, Wheelchair Securement and Ipad usage
THE WASHINGTON POST – 2010 to 2011
Production & Special Project Manager
• Managed staff, prepared work schedules and assigned specific duties
• Established and implement departmental policies, goals, objectives and safety procedures
• Implemented new training procedures to increase productivity
• Reviewed financial statements, sales and activity reports and other performance data to measure
productivity, goal achievement to determine areas needing cost reduction and program
improvement
• Responsible for the computerized warehouse management and processing system
FEDEX EXPRESS – 1993 to 2009
Strategic Market Manager
Ensured KPI’s and Sales target were achieved and exceeded through customer service
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Identified sales targets and initiated relationships with potential customers
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Assessed, analyzed and recommended new vertical markets to penetrate and redefine service positioning
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Developed annual marketing and business development plans which include Ethnic, PGA, Nascar and NFL
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Marketing
• Ensured clients satisfaction, built client loyalty and retention – driving profitable business relationships and generating
additional revenue
• Evaluated potential partnership and strategic alliance opportunities by identifying gaps, performing financial, market and
strategic analysis and obtaining cross functional input
Identified opportunities for developing new lines of business and/or closure of services through research, analysis
•
and/or the strategic planning process
• Supported the development of strategic and tactical plans to include both short and long term business planning
with full accountability for achievement of planning objectives
• Understand and maintain assessment and strategic plan for FedEx Services detailing trends, competitor profiles,
strengths, weaknesses, opportunities, threats, and strategic challenges
• Fostered and led identification, development and deployment of distinctive competencies to differentiate FedEx
services from others in the industry
• Promoted cross collaboration within FedEx brand to ensure strategic initiatives are well planned and executed
Manager, Station Operations and Ramp Operations
Developed and implemented cost effective logistics and transportation solutions to cost
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effectively to move products and materials to support customer demands while adhering to
corporate, federal, state and foreign commerce regulations, controls and governing policies
Managed and directed the administration and processing of required transportation
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documents, proof of deliveries, forms and the maintenance of records, files, reference data as
to customs, tariffs, facilities, regulations, etc.
Prepared and submitted related operating budgets and that affect the necessary controls to
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operate within approved budgets up to $10 Million Dollars
Selected, coached, developed and mentored staff members to achieve targets
•
Planned, created and executed training programs and techniques to staff members
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Strong understanding of the Lean and Quality Process
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Managed multi locations in Indiana, Illinois, Kentucky, and Michigan
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Based on service and financial analysis, determined, directed and approved optimal
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transportation
strategies including all use of 3rd party carriers, and fleet dispatch stations
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• Assisted sales team with exceeding customer satisfaction of current customer base and discover sales leads for
prospective customers
Provided employee performance reviews; recommended change of status and salary
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adjustments
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SIGNIFICANT ACCOMPLISHMENTS
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Generated a profit of $175 Million Dollars of new business as the Lead Project Manager
•
• Increased Service Levels to 99% from 65%
• Developed new marketing and advertising plans
• Developed and implemented operating/service metrics reports and key performance indicators
• Increased revenue and retention streams year over year
• Conducted continuous analyses that increased efficiency, lower cost and recommend cost
control measures internally and with vendors
EDUCATION
Troy University
Master of Science, 2007 to Present
Major: Management l Concentration: Leadership and Organization Effectiveness
Murray State University
Bachelor of Science, 1992
Major: Political Science l Minor: Marketing
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P. Dexter Lander Resume
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