Manager Customer Service
Resume:
Charles Horta
**** ******* **. *******, ** *****
626-***-**** Cell
Objective:
To find a position where I can utilize my abilities to perpetuate company growth and goals in
transportation, help leaders grow within the organization, and also have the opportunity for personal
growth and development.
Work Experience:
JB Hunt Transport, Inc. – Dedicated Contract Services 2002 –
Present
Stockton, CA Nov 2009- Present Local Distribution Center Manager (Whirlpool)
1Responsible for the servicing of hundreds of deliveries and installations of appliances to retail, home
delivery and builder sites.
2Oversee daily operations of the transportation and distribution departments with locations in
Stockton, CA and Reno, NV.
3Responsibility for all P&L activity. Have seen operating income go from minus 32 percent at
startup to 26 percent in the first full year of operation.
4Responsibility for 3.5 million dollar yearly budget. In the first 12 months, the department is over
$300,000 under budget.
5Ensured that all trailers have been utilized to over 95% capacity.
6Truckload business has gone from 91% ontime in the first month to 98% ontime for the whole year.
7Intimately involved in the entire building’s operation, culture and future planning.
8Write executive performance reviews, and participate in executive and Team Member interviews
and hiring.
9Implemented aggressive programs to ensure quality installations and the monitoring of customer
satisfaction.
Ontario, CA 2007 – Nov 2009 Transportation General Manager (Autozone)
140 truck account responsible for servicing 529 stores, 562 outbound deliveries and 50 inbound loads
a week.
2Oversee daily operations of the transportation department and am responsible for future planning
with up to six direct reports and up to 49 drivers.
3Responsibility for all P&L activity. Had seen operating income go from 17 percent to 24 percent in
less then two years.
4Responsibility for 9 million dollar yearly budget. In 2009, the department is over $390,000 under
budget.
5Department pellets per load in 2008 was at 20.4 to expectation. For 2009, department is currently at
21.6 per load.
6Responsible for a schedule redesign that eliminated two trucks, reduced miles over 4000 miles a
week and raised overall on-time delivery to 98.0 percent. KPI goal is 97.0 percent.
7Intimately involved in the entire building’s operation, culture and future planning.
8Write executive performance reviews, and participate in executive and Team Member interviews
and hiring.
9Implemented creative ways of generating backhaul opportunities that bring revenue to the
Distribution Center. Constantly above goal of $11,000 backhaul revenue per week.
10Responsibilities of backhaul manager to schedule, pick up and invoicing of the customers.
San Bernardino, CA 2005 – 2007 Human Resources Regional Manager
1Responsible for the management and administration of personnel functions such as recruiting,
hiring, compensation, transfers, terminations and all other terms of employment for field
operations and Sales personnel.
2Executed best practices of Human Resources that attracted and retained a quality, diverse workforce
for operations and sales in a region of 200 plus employees.
3Oversaw the interviewing, evaluating and recommending job candidates and compensations/salary
ranges to field managers.
4Ensured compliance in Title VII; affirmative action programs; FLSA and other employment laws
and requirements.
5Prepared and analyzed personnel reports and records to determine and make recommendations for
human resources best practices related to such HR functions as succession planning, staffing
forecasts, turnover, etc.
6Facilitated new manager training programs at the regional level. Conducted training and did
presentations as necessary.
7In charge of building recognition events.
Fontana, CA 2002 – 2005 Account Manager I (Dedicated Contract Services)
1Responsibility for the day to day operations of the Staples, General Mills, Exel Logistics, Dietrich,
McElroy Metals and Chep Pallets accounts.
2Oversaw the entire startup operation for the Staples account of 12 trucks and 2 million dollar budget
in 2004. Saw profitability in the second month after start up.
3Ensured effective utilization of all account resources while developing and implementing cost
reduction programs.
4 Accountable for safe account operations and compliance with all safety programs and procedures.
Took lead involvement with driver safety meetings and monthly training programs.
5Met and exceeded all customer expectations with prompt follow up and by showing genuine concern
when customer service issues are addressed.
6Responsible for all P&L activity.
7In 2004, awarded west region account manager of the year.
8Participated in all customer mid year business reviews and contract re-negotiations.
9Ensured consistency in company policies and procedures that dealt with building recognition and
employee disciplinary action.
LSG Sky Chefs – Los Angeles, CA 2000– 2002
Customer Service Supervisor 2000 - 2002
1Responsible for timely catering of aircraft for a number of different airlines.
2Trained and supervised 80+ drivers, 12 coordinators, 10 dock workers, 12 dispatchers and tower
personnel daily.
3Ensured company procedures were maintained by training new drivers, cross training drivers on
different routes and by doing full-day ride along sessions with each driver on a quarterly basis.
4Wrote driver reviews and administered disciplinary action when needed.
Federal Express Ground 1998- 2000
Service Manager 1998 – 2000
1Responsible for meeting daily company and customer goals.
2Trained new and existing part-time employees on loading and unloading trailers using company
procedures and safety methods.
3Trained 3-5 new employees daily.
4Taught Cornerstone Loading Class monthly which would have 15-25 new employees on all of
Federal Express procedures.
Education:
1 B.A. Degree in Business Administration – Fresno State, Fresno, CA
2A.A. Degree in Business- Citrus College, Glendora, CA
3Federal Express University, Pick-up and Delivery Service- Pittsburgh, PA
4JB Hunt LEADERS 201 and 301 training- Lowell, AR
Military:
1U.S. Navy 1989-1992 Lemoore, CA
References Available Upon Request
Contact this candidate