Customer Service Manager

Michael G. Khalil

**** ******* **. ****** ******, MD 20904 Cell: (804) 855 - 8401 E-Mail:

acccv4@r.postjobfree.com

QUALIFICATIONS:

. Sixteen years of highly successful operations experience.

. Excellent data management, analytical and problem solving skills

. A record of increasing productivity while improving the quality of

customer service by implementing TQM methodologies.

. Proven leadership, motivational, and team building skills

. Successful record of training new staff

. Adept at establishing a rapport and developing productive working

relationships with individuals from all backgrounds

. Expertise in Excel, Access, Word and PowerPoint

EXPERIENCE:

LOWES HOME IMPROVEMENT - New Carrollton, MD (2/11 - Present)

Customer Service Manager

. Manage head cashiers and customer service representatives at the main

registers and at the customer service desk

. Train and mentor associates in providing world class service to our

customers both in person and on the phone

. Monitor and expedite internet and phone orders

. Complete daily inventory audits

. Perform weekly head cashier performance observations

FIVE FORKS FOOD MART - Hopewell, VA (2/05 - 1/11)

Night Manager

. Managed store operations after 3PM until closing

. Responsible for bill-pay and lottery registers

. Store inventory replenishment and loss prevention

CHESTERFIELD COUNTY PUBLIC SCHOOLS - Chesterfield, VA (2/08 - 6/11)

Long-term Substitute Teacher (6th - 12th Grade)

HENRICO COUNTY PUBLIC SCHOOLS - Richmond, VA (9/05 - Present)

8th Grade Civics Instructor

Algebra Readiness Instructor

ACE HARDWARE CORPORATION (7/04 - 2/05) Prince George, VA

Managed traffic department of a 1 million square foot retail support

center with five direct reports and 40 drivers. Serviced 400 retail

locations throughout Virginia, Eastern North Carolina, Maryland,

Delaware, Southern New Jersey and Pennsylvania.

. Initiated quality team that addressed driver training and accident

prevention

. Trained traffic department in the use of Qualcomm

. Audited and approved common carrier freight bills

. Reduced over the road miles by 15% by incorporating PC Miles and

Qualcomm as part of driver pay package

GENERAL CHEMICAL CORPORATION (8/97-6/04) Parsippany, NJ

Primary logistics liaison, freight negotiator and freight bill auditor

for over 30 plants.

Managed the company's private fleet consisting of 46 Class 8 tractors, 70

bulk liquid tank trailers, 65 union and non-union drivers, located at 23

facilities across the United States and Canada. Responsible for training,

motivating, directing, and evaluating the private fleet and regulatory

responsibilities of facility supervisors and drivers.

. Performed analytical studies that regularly measured the viability of

operations at 23 facilities

. Created detailed point-to-point "cost/benefit" analysis guide for

plant managers with private fleet operations

. Supported major business groups with "real-time" operational analysis

based on empirical data

. Departmental point person for "on-site" evaluations, analytical and

budgetary issues

. Designed analytical tools that determined load selection, routing,

out-sourcing and cost variances of shipments to customers using Excel

and Access

. Prepared and presented semi-annual departmental report for Corporate

Business Manager's Meeting

. Negotiated and monitored corporate contracts for tractors and

trailers.

. Negotiated pricing for truck and rail for over 30 plants and 3rd party

warehouses and audited and approved common carrier and rail carrier

freight bills

DISTRIBUTION SUPERVISOR (8/97 - 2/00) Claymont, DE

. Established measurement tools for the utilization of equipment and

drivers. Improved driver utilization by 7% from 1997-1999.

. Introduced TQM methodology to the Distribution department to address

customer complaints, streamlined freight bill invoicing and

processing, labor productivity and employee motivation.

. Reduced department's customer complaints to zero

. Improved clerical production by over 10% through freight bill auditing

training and eliminating excessive paper records and reports by

switching to formatted Excel/Access worksheets

. Reduced employee overtime by 15%

. Trained clerical team on MS Word and Excel.

ROADWAY EXPRESS, INC. (7/93-8/97) Hubbard, OH

Senior Operations Supervisor

. Supervised a team of 20 union laborers and three supervisors in the

daily routing and distribution of multi-million dollar, time sensitive

shipments.

. Lead "Quality Action Team" that improved overall employee safety,

productivity and efficiency by 20%.

. Saved profit center an average of $80,000 every three months by having

implemented a new system of route distribution.

EDUCATION:

Temple University, Philadelphia, PA University of

Richmond, Richmond, VA

Bachelor of Business Administration Teachers

Licensure Program

Major: Economics & Finance

COMPUTER BACKGROUND:

Microsoft Professional Applications: Word, Excel, Access and Power

Point, SAP R/3 Release 3.1H (Sales and Distribution Module)

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