Customer Service Management

Kendall Norman II

**** * ***** ******

Philadelphia, Pa. 19115

Cell: 267-***-****

Email: **********@*******.***

QUALIFICATIONS:

• Logistics Planning – US Air Force

• Six Sigma – Villanova University

• Lean Manufacturing – Villanova University

• Cost-Effectiveness - Daimler Chrysler

• Internal and External Customers Training – Daimler Chrysler

• Verbal Judo – FLETC – Federal Law Enforcement Training Center

• Safety First – US Air Force

• Asset/Force Protection – Philadelphia Police Department/US Air Force

EXPERIENCE:

2/11- Present CORT (A Berkshire Hathaway Company) Moorestown, NJ.

REGIONAL OPERATIONS MANAGER – Management Style – REFLECTIVE/ OPEN/STRUCTURED

Maintained a flawless safety record. Zero injuries or incidents. No lost work time due to safety.

Improved RONA from 28.55% to 40.33% which resulted in our business attaining a bonus for the first time in the

districts 28 year history.

Increased EBIT from 13.66% to 22.48%. Company’s gold star bonus level is reached at 40% RONA and 20% EBIT.

Responsible for driving the business to achieve both these goals simultaneously.

Because of this achievement my region is now a member of the “Big 12”. These are the top 12 performing districts in

the country. We were previously number 33, since my accomplishments we are now number 8 and on pace to improve

upon this ranking.

Implemented new schedule of 4- 12hour shifts which improved morale, reduced temp costs and improved efficiency.

Reduced idle inventory number from 24.86% to 18.62%. Company standard is 21.0% Other daily responsibilities

included but were not limited to:

• Operate all standard box trucks.

• Oversee the daily sales and Operations of the Business

• Responsible for P & L (profit and loss) in all aspects of the business

• Hire, train and evaluate core teams in the business

• Set and maintain productivity and quality standards

• Distribute daily workloads to the business Managers

• Work with sales to determine Pricing

• Ensure Customer excellence and delivery of Quality products

• Oversee inventory

• Work with Purchasing, Accounts Payable and Finance

• Oversee Materials Management departments

• Schedule Maintenance and upkeep of the warehouse facilities

• Manage Vendor relations

• Maintain OSHA compliance

Philadelphia Police Department

11/06 – 1/2011 Philadelphia, Pa.

POLICE OFFICER/DETECTIVE – Management Style – AUTHORITATIVE/INVESTIGATIVE

• Experience in asset/force protection of several million dollars in assets to include bank money escorts as well as

coordinating, planning and executing numerous dignitary escorts on a federal, state, and city level

• Adept at analyzing risk and risk factors.

• Ability to diffuse conflicts in a hostile public environment effectively with regards to public safety

• Ability to make split second decisions under duress

• Qualified sharpshooter with small arms and assault weapons (Glock 17, M-9, M-16)

• Extremely experienced in complex radio communications under adverse conditions

• Superior knowledge and expertise at conducting investigations, and preparing investigative reports for superiors

• Experienced in sworn court testimony

12/2002- 10/2006 DaimlerChrysler Financial Services Horsham, Pa

Customer Service Representative Team Leader – Management Style – FLEXIBLE/MENTORING

• Collect payments on past due bills.

• Lead 8 man teams on collecting at different levels and different city/time zones

• Create a list of people who have not made payments.

• Organize list according to severity of delinquency.

• Locate customers using credit bureau information, background checks, loan documents, and other paperwork or

databases.

• Call customers using telephone.

• Utilize computer systems to handle skip tracing.

• Inform clients of overdue accounts and amount currently owed.

• Attempt to collect payment.

• Review terms of sale or loan documents.

• Ensure all customer information is correct, including phone numbers and addresses.

• Listen to customer's story and determine if debt can be collected.

• Set up repayment plans and new terms of sale.

• Offer advice or refer customers to debt counselors.

• Record new commitment to repay debt.

• Send statements of delinquencies to credit bureau.

• Initiate repossession proceedings or hand over account to law practice that specializes in debt collection.

• Purge records if debt has been satisfied.

• Report satisfied debts to credit bureaus.

• Follow federal and state laws dealing with debt collection.

• Print reports for management.

• Purge records from deceased people.

12/96 – 11/2002 United States Air Force Wrightstown, NJ - McGuire AFB.

LOGISTICS AIR FREIGHT MANAGER/ E-6 – Management Style – INSTRUCTIVE/STRUCTURED

Maintained a Top Secret Security Clearance

Ability to operate/drive any vehicle or loader

1 of only 12 members to receive an Air Force Achievement Medal while serving in Iraq

Achieved “Top Graduate” Distinction in Logistics Training

During Operation Iraqi Freedom was responsible for the movement of 2,900 tons of cargo and 4,380 passengers.

• Over 10 years of experience in asset/force protection of over 100 million dollars in government assets

• Secured cargo with appropriate devices and equipment

• Operate terminal security equipment, and conducts passenger and baggage security inspections

• Exercise necessary safety and security precautions in handling and storing hazardous cargo

• Justify personnel, equipment, and facilities required to accomplish air transportation activities

• Determine supplies and facilities required, and allocate equipment

• Determine and implement necessary safety and security precautions for handling and storing dangerous

materials, special cargoes, mail, and baggage

• Preplan and compute aircraft load distribution (ACL)

• Supervise the use of materials handling equipment (MHE) and cargo loading and unloading operations

• Supplement policies and direct supervisory personnel providing cargo and passenger loading and unloading

services, and performing airdrop activities

• Establish procedures for passenger and aircraft clearance through international border clearance agencies

• Inspect airlift activities for compliance and recommend corrective action

• Conduct personnel and equipment management surveys, and provides technical assistance

• Ensure all cargo documentation, packaging, labeling and marking requirements, and all border clearance

requirements have been met

• Provide information on schedules, routes, air movement requirements, and baggage limitations

• Determine quantity and type of cargo to be loaded according to allowable aircraft cabin load

EDUCATION:

• August 2012 University of Phoenix MBA. - Business Philadelphia, PA.

• May 2007 Villanova University BS. - Management Villanova, PA.

• February 2001 College of the Air Force A.A.S- Logistics Wrightstown, NJ.

• December 1999 Keesler Building A.A.S- Electronics Biloxi, MS.

ADDITIONAL TRAINING:

• Strategic Management

• Critical Incident Stress Management (CISM)

• Operational Risk Management (ORM)

• Safety Management

• Six Sigma Green Belt

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