Customer Service Supervisor

HUGH J. PADDY

***-** ***** ****, *********** GARDENS, NY 11413

917-***-**** **********@*****.***

PROFILE

A results-oriented operations professional seeking to leverage over 15 years of experience in

delivering service excellence in challenging work environments, including effective and efficient

utilization of resources, logistics management, customer service, and teambuilding and

supervision.

EXPERIENCE

Maggie’s Paratransit, Brooklyn, NY

Field Supervisor 05/2013 – Present

Supervise a pool of 40 drivers. Investigate and document accidents and other incidents involving

fleet drivers in the five boroughs of New York City. Conduct and document safety observation of

drivers.

TNT Express, Long Island City, NY

Operations Supervisor 12/2007 – 5/2010

Operations supervisor for Brooklyn, Queens, Long Island and Connecticut with responsibilities

included, but not limited to: supervised a workforce of 25; organized training and development

plans; and, resolved customer issues. Directed meetings with staff and maintained quality control

standards.

United Parcel Service, New York, NY

On-Car Supervisor 06/2003 – 6/2007

Front line supervisor focused on operational, procedural and safety elements of the package

delivery process. Managed 52 service providers and 40 vehicles with an average daily volume of

13,000 packages with responsibilities including, but not limited to: reconciling driver timecards

against daily activity recap; planned driver dispatch based on engineering volume forecast,

current trends and delivery area knowledge; and, verified driver loads were within range of

minimum/maximum performance standards and adjust accordingly. Performed 3-step quality and

HUGH J. PADDY, page 2 (cont’d)

safety observations based on UPS facility, vehicle and service provider standards. Conducted

driver training classes for new full-time and part-time service providers.

Air Recovery Supervisor 0 7/1996 – 6/2003

Lead supervisor in the Air Department and was responsible for efficient air package movement

through the Hub and local sort operation; managed 30 employees handling next day, 2nd day air

premium packages international shipments; and, pre-tripped job set-up equipment to ensure

operational effectiveness. Conducted daily pre-sort meeting to review previous days’ operational

results and clarify current days’ plan. Analyzed and reviewed daily reports to improve quality

and aid in the reduction of damage claims and planned required staffing based on pick-up

volume, forecast expectancy and current trends.

ODC Supervisor 06/1994 – 7/1996

Created a department designed to expedite international package shipments through United States

Customs and increase on-time shipment reliability standards. Hired and trained all new

employees on proper methods and procedures; determined the amount of staffing and equipment

needed to process forecasted volume; and, verified shipper export declaration to ensure shipped

items did not exceed requirements. Input premium package invoice information into forecasting

system for proper handling by destination hub. Attended corporate training courses.

EDUCATION

Accounting (40 credits completed)

Medgar Evers College, City University of New York, Brooklyn, NY

Supervisor Leadership School, Labor Relations and Disciplinary Process

Time Study and Work Measurement School, D.O.T. and OSHA Regulations

People's Workshop, Package Operations Skills Training

Learning Center, United Parcel Service, New York, NY

REFERENCES: Available upon request

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