Customer Service Manager

Bricky Withrow

***** ****** **** *****: (***)

***-****

Georgetown, TN 37312

*********@*****.***

Work experience contains18-years of professional managing and

supervising. I have a strong track record of successful operational

development with the ability to execute multiple projects

simultaneously, with self-motivation, initiative and business savvy

necessary to meet the challenges of today's competitive marketplace. I

have solid communication and interpersonal skills as a team player

with the proven ability to supervise.

Skilled in:

Strategic Planning Team Building Business

Development

Customer Service Leadership Sensitivity

Employee Development Organization Resourcefulness

Work Experience:

Total Transportation / USXPRESS Terminal Manager

2011-2013

Manage and Supervise 218 employees including office staff, drivers,

shop, security, and grounds. I began the "WE CARE" program by

communicating safety with each employee daily. A morning meeting was

held daily with the office staff to communicate standard operating

procedures, the importance of safety and service to our customers. The

program reduced the driver turnover to the lowest in the company and

changed the safety record to the best in the company. This made the

company more profitable.

USXPRESS Operations Manager/Executive Liaison

2006-2011

Work with the affiliated companies owned by USXPRESS.USX purchased

five smaller trucking companies during the slow economy and is now the

3Rd largest privately owned trucking company in the United States. I

served as liaison between the companies to help ensure effective

utilization of resources and promote effective operation and increased

profitability. I shared freight and lanes between companies by

working with higher management and sales to communicate each carriers

needs. Together with the IT department we developed a load board that

allows each computer network to communicate and pass freight from each

system. This system has allowed the company to generate an additional

$15.6 million in revenue. I also worked with the IT department and

develop a new load planning system called XPRESS planning. The new

system can now perform three hundred thousand functions compared to

the old system that could only perform 80 functions.

USXPRESS Fleet Operations Supervisor

2005-2006

I managed a fleet of 600 drivers and ten fleet managers that averaged

sixty drivers per fleet, worked with costumer service and load

planners to ensure that each driver had a work plan for the day.

Checked each truck daily to make sure service commitments was being

met and that each driver with a scheduled home time had a plan to get

home on time. I worked with the HR department on any driver

disciplinary actions as well as workman's compensation or unemployment

hearings. Miles per truck increased and turn over reduced.

USXPRESS Customer Service Manager

2003-2005

Manage a group of ten customer service representatives with over three

hundred regional accounts. I met daily with the president of the

company to discuss the plan for the day, any issues that needed

attention and, strategies for daily and long term application. I would

then communicate these strategies along to the salesman in the field.

Customer performance expectations were met and exceeded resulted in

higher margin load rates and increased sales.

USXPRESS Load Planning Manager

2002-2003

I managed a group of eight load planners for the south portion of the

United States. I worked closely with customer service managers and

higher-level management to ensure quality service was provided to all

customers. Manage the trailer pools in the southern United States

area. During my time as a load-planning manager several hurricanes hit

the southern states. I worked with fleet operations to make sure the

drivers had the latest information and that they and the equipment

were out of harms way. On time service and a lower deadhead was

accomplished and promoted growth.

My hire date at USXPRESS is 04/99and I held several other positions at

USXPRESS including nighttime fleet coverage, service re-power

coordinator, fleet manager covering the 5500 elite team, I-40 relay

coordinator, utilization engineer and slip seat relay coordinator.

UPS Reload Operation Supervisor

1992-1999

I scored 98 out of 100 on the UPS management test. Managed the reload

operation and supervised the unloading of package cars onto the

trailers that fed the large sorting hubs. I also supervised the air

sort, which included meeting all FAA regulations. I ensured that the

HAZ MAT training was up to date and kept to the SCBA- self contained

breathing apparatus was in good working condition. As supervisor I

approved all hazardous material packages and high value package

procedures.

Calvin Withrow Lumber Production Supervisor

1991-2011

Lumber / Forestry background - Operator, Maintenance, Mechanic,

Electrician, Fork lift operator, Equipment Fabricator, and Welding.

Production and safety was my primary responsibility. Safety meetings

held on a regular basis to discuss safety and new ways to increase

production. Time studies performed to increase production. Product

audits performed to insure allowances are within tolerance levels

.Staffing and outages were planned in advance. Maintenance schedules

setup to prevent breakdown issues.

Education:

High School-Tennessee Honors Diploma with last 4 years of high school

perfect attendance.

Cleveland State Community College- Associate of Science Degree in Pre-

Engineering

University of Tennessee at Chattanooga- Environmental Engineer

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