Customer Service Manager

G ail M. Hoffmeyer

** *********, ***** *****, ********** 92656

Cell: 949-***-****

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

Business Acumen ~ Strategic Planning ~ Quality

Results-driven leaderl with experience in business development, project management, and operations. Proven ability

in P&L analysis, cross functional teams, and streamlining business functions. Expertise in interpreting financial

statements to develop detailed analyses and complex financial models. Noted as the ‘go-to’ person for contract

negotiations and client development.

P R OFESSIONAL E X PER IENCE

Beavex Inc. Los Angeles, Ca December, 2012 – Present

General Manager

● Turn around operation, increase morale, profit, eliminate overtime.

● Coach and partner with 200+ Drivers in three facilities.

Marketing research and analysis, and new business development planning.

●

● Renegotiated 99% of routes resulting in greater profitability for terminal, eliminated unnecessary facilities to reduce overhead costs.

● Developed new business, in various markets resulting in over $2.5M per year

● Establish a reputation of reliability, cost effectiveness and quality of work with all Employees, Contractors, and Vendors.

● Consistently exceed Customer expectations by setting high expectations, developing team solutions, and demonstrating leadership.

Lowey Enterprises, Commerce, Ca December, 2009 – December, 2012

Senior Manager

● M anaged and Partnered for success with a team of up to 50 drivers and owner operators

● Exceeded my customer’s expectations in delivery and customer service performance

● Coached a team up to fifteen supervisors, and 300 employees

● Met with new and existing shippers on sales calls to increase volume

● Responsible for P&L, reporting, and solutions

● D irected Warehouse & PD Engineering for up to 50 doors, cross and non-cross dock (and coolers)

● On-time, Productive, and cost efficient Project Management

G ail M. Hoffmeyer

14 Spicewood, Aliso Viejo, California 92656

Cell: 949-***-****

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

VSR Logistics Inc., Carson, Ca J uly, 2007 – December, 2009

Service Center Manager /Terminal Manager/ Regional Manager

● Responsible for improving under-performing terminal operations for 300,000 sq. ft. facility

● M anaged operations in Santa Fe Springs, Carson and Stockton

● M anaged and Partnered for success with a team of up to 200 drivers and owner operators

● Successful Hawaiian Pacific start-up

● Exceeded my customer’s expectations in delivery and customer service performance

● Coached a team up to ten supervisors, and 400 employees

● Met with new and existing shippers on sales calls to increase volume

● Responsible for P&L, reporting, and solutions

● D irected Warehouse & PD Engineering for up to 100 doors, cross and non-cross dock

● On-time, Productive, and cost efficient Project Management

F EDEX GROUND INC., Pittsburgh, PA (Headquarters) 1993 – 2007

Second largest small-package carrier in North America.

Senior Manager (2000 – 2007; Farmington, NM, Bakersfield, CA, Lancaster, Bishop & Ridgecrest,

CA, Burbank, CA)

● D rove the performance of a $15 million operation including business process compliance, engineering, maintenance, safety, and

service and staffing.

● D irected the development of exceptional service standards for internal and external customers.

● Evaluated facility operations, engineering and personnel to achieve optimal performance levels.

● Performed all Sales functions, increasing market share

● Set up Safety Committees to peak employee/Contractor participation

● Accountable for achieving productivity and financial goals for the terminal.

● Responsible for Terminal Audits in all functions to ensure compliance

Major P rojects and Achievements

● T ransformed a pro-union environment into motivated independent contractors (removed from “red zone status” within first 3

months) by resolving crucial problems that perpetuated a pro-union stance.

● Boosted productivity goals, administrative quality index and customer satisfaction scores by engaging and challenging my people,

setting goals and providing proper training.

● Year after year beat accident/injury frequencies

G ail M. Hoffmeyer

14 Spicewood, Aliso Viejo, California 92656

Cell: 949-***-****

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

● Earned the #1 terminal rating in company for 4 months in FY04;

Achieved #1 terminal in the SCAL Region during 10 of the previous 11 months.

● Received Human Resource Excellence Award FY04

● Received the Service Culture Excellence Award for Region and the Division FY 02.

● Boosted Administrative Quality Index from 39% to 108% through effective training and motivation.

● I ncreased the Western Division’s Regional ranking 25% within the first 3 months by providing hands-on training, follow-up, praise,

assistance, and motivation.

● Reduced overdue Accounts Receivable $50,000+ by taking ownership and making it personal.

● I SO 9000 Perfect Audit

● Was the Lead in Region to help design, train and maintain CSB (Critical Safe Behaviors) Program

E D UCAT ION

Executive Program Real Estate School

Real Estate Certificate

American Red Cross Volunteer Instructor

F i rst Aid, CPR, Workplace Safety, AED

FedEx University, Pittsburgh, Pennsylvania

TQ M Coach, Safety Certifications, H R Certifications

Antelope Valley College, Lancaster, California

Business Major, Honors Program

Holly High School, Holly, Michigan

D iploma

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