Customer Service Sales

Patrick W. Doyle

*** *** ***** ****** 757-***-****

Baltimore, Maryland 21229 ***.*****@*****.***

Education

Thomas Edison State College: January 2012 – Present

■ Master of Science, Management; Ongoing

University of Maryland, College Park: Fall 2002 – Winter 2008

■ Bachelor of Science, Family Science

■ Four year letter winner on Varsity Swimming Team

■ Recipient of prestigious James E. Casey Scholarship through UPS

Employment

Unit Leader, Nestle Waters North America: Lanham, MD; May 2013 – Present

■ Leader of a team of thirteen CDL holding Route Sales Representatives responsible for approximately

10,000 customers on a monthly basis. Responsible for guiding safety, service, and sales on a daily basis.

■ Directs recruiting, staffing, and retention of employees (15+ personnel). Participates in both front-line and

leadership candidate interviews and contributes to weekly Data Integration discussions with Zone Operations

Manager and recruiting team.

■ Manages performance development/leadership & coaches employee performance. Responsible for

identifying high potential candidates and for interview, promotion, and development into new roles.

■ Achieves monthly work-with goals to impact team performance. Ongoing improvement achieved through

regular 1:1 in-field training and observation.

■ Leads Daily Execution Planning Meeting and encourages participation.

■ Achieves superior customer service and revenue growth through employee activity. Provides front-line

training in safety and service leading indicators as well as effective methods of operation.

■ Leads in a productivity-based environment (balance delivery cost and service time). Ongoing tracking of

front-line route maintenance and in-field efficiency.

■ Certified instructor of Professional Safeguard Resources (PSR) risk management training. Highly

developed commitment to employee interaction and safe work practices.

■ Executes effective ongoing, quarterly, and annual performance feedback processes and documentation

with employees.

Hub Operations Supervisor, United Parcel Service: Burtonsville/Baltimore, MD; October

2006 - May 2013

■ Coordinated Hub and Sort Operations: Responsibilities included leading daily Prework Communication

Meetings, timecard and payroll verification, grievance mediation, daily volume projections and

establishment of appropriate staffing plans, accurate plan execution, quality performance reviews and

career discussions, injury investigation, labor relations, data tracking for KPIs.

■ Monitored Safety Compliance: Responsible for daily, weekly, quarterly, and annual safety requirements

and certifications for assigned workgroups and individual employees, including internal UPS and

OSHA standards.

■ Supervised and Developed up to 100 employees: Included parttime and fulltime union employees and

parttime supervisors, skilled and unskilled positions, Hazardous Materials First Responders, Powered

Industrial Truck Operators, and a vast range of ages and educational backgrounds. All retention goals

achieved since promotion in 2010.

■ Trained and Developed employees: Mentored sixteen direct reports from first identification as high

potential employees, through the promotion and assessment process, to successful promotion or

promotion eligibility into management positions; five additional direct reports successfully qualified as

Driver Service Providers.

■ Assisted with Internal and External Customer Needs: In less than three months, achieved highest ever

production numbers in Smalls Sort through coaching and motivation. Maintained Sort Aisle misroute

frequency at less than 2% for two years.

■ Participated in the interviewing and selection of new team members: Sole Supervisor qualified through

training and certification to conduct weekly second interviews.

■ Pursued sales leads in an ongoing effort to grow business and leverage growth opportunity. Leads included

premium and international business growth.

■ Data Tracking & Analysis; Daily tracking of KPIs for all employees and work areas to identify

opportunity for improvement; took on leadership role in tracking and compiling multisource data with goal to

correct errors in automated sorting system leading to service failures, with findings that were escalated to

Region level management.

■ Graduated #1 Hub Supervisor Training School 2011

■ Promoted to Full Time Lead Supervisor June 2010

■ Graduated Innovative Integrad Program for Driver Service Providers 2009

■ Promoted to PartTimeSupervisor February 2007

■ Hired as PartTimePackage Handler in Sort Aisle

Swim Coach, Mallory Country Club: Norfolk, VA; 2000-2006

■ Head Swim Coach 2004-2006; Assistant Swim Coach 2000-2003

■ Led a team of roughly 200 swimmers from ages 4-18

■ Organized workouts, prepared meet entries, met with parents, and presented at committee

meetings

Internship

YMCA of Metropolitan Washington, Silver Spring: Winter 2008

■ Child Care Center and Aquatics teaching assistant

Volunteerism

■ Multiple Sclerosis Society: Hampton Roads Chapter MS150 Bike Tour 2005-2012

■ UPS Car Show benefiting United Way 2008

■ Relay for Life 2005

Contact this candidate