Manager Customer Service

Anthony J. Emilio

Email: *******.*.******@*****.*** LinkedIn Profile: www.linkedin.com/pub/tony-emilio/4b/17b/399/ Mobile: 281-***-****

Profile

Senior operations executive with customer-centric focus and proven record of transformation achievement, revenue

growth, and innovative strategies resulting in the reduction in operating costs. Adept at hands-on strategy and execution

while applying a customer mindset to shape solutions and approaches which drive profitability to ultimately achieve

organizational business goals. Expertise includes:

Revenue Generation and Profitability Change Management

P&L Responsibility and Asset Valuation

Maximization

Business development, Retention, and Logistics Planning, Routing and

Account Management Execution

Leadership and Personnel Development Vendor Management

Strategic Planning and Organizational Environmental, Health, and Safety

Alignment Adherence

Process Evaluation, Analysis, and Design

Professional Experience

Waste Management Houston, TX

A $13B Fortune 200 company providing environmental solutions, products, and services to

more than 20M customers in North America.

Senior District Manager 2012 – Present

Orchestrate all South Houston operations, inclusive of 2 operating districts, 400 employees (district

operations managers, frontline managers, leads, support staff, assets, routes for 4 lines of business,

and fleet maintenance) with $75M in annual revenue.

o Accountable for driver performance and the continuous promotion of safe operations

through daily training and reinforcement of policy for internal standards, Department of

Transportation (DOT) federal motor carrier safety, Hazmat, Homeland Security, fuel

regulations, and drug testing compliance.

o Lowered turnover rate to 6% in 2013 from 20% in 12 months

o Recognized $1M in cost avoidance from reduction in turn over

o Experience in post contractual award performance management and business collaboration

with internal clients and external suppliers

Lowered 3rd Party temporary labor cost by 35% equating to $1.5M cost savings in 12

months

Prescribe quarterly strategic plans, specific market dynamics, market fluctuations, and forecasts that

directly support region’s business objectives.

o Operating expenses per labor hour were reduced by $1.3M annually

Reduced cost per unit (CPU) by 6%

Increased efficiency (Units /Labor Hour) by 4.5%

Introduced field operations personnel to change management fundamentals, coaching, and

performance management methodology which was directly correlated to increased operational

efficiency, lower operating costs, maximize cost-competiveness, and consistency of service.

o Track record in implementing change management within major projects

o Achieved Drive Cam coaching effectiveness (adoption rate) of 92%

Advanced business development opportunities within the region including large chemical and

petroleum refineries and 2 of the largest franchise city accounts in the corporation.

o Maintained and grew business relationships with numerous petroleum and chemical

customers in the area, including some of the largest plants/refineries in the country

o Extended a city contract, worth $7M per year, through 2021

Capable of managing and troubleshooting complex contracts and project procurement issues with

strong negotiation skills while able to enroll appropriate stakeholders in the proper solution

Anthony J. Emilio

Email: *******.*.******@*****.*** LinkedIn Profile: www.linkedin.com/pub/tony-emilio/4b/17b/399/ Mobile: 281-***-****

o Deep knowledge of supply chain processes and principles with a proven track record of

value added delivery to operations and stakeholders

o Track record of leading major contract strategies to successful close out

o Introduced minority and women owned business partnership opportunity to area

procurement leadership

Set policy and procedure for both proactive and reactive response to all customer insights to voice of

the customer (surveys and issue resolution)

o Achieved 56% Customer Loyalty index compared to corporation index of 44%

Devised model for asset availability based pricing elasticity to maximize asset utilization through

volatile seasonality.

Lead organizational safety performance through continuous improvement initiatives resulting in lower

incident and injury rates while always striving towards world class performance.

Corpo Corporate Special Project Team – Service Delivery Optimization (SDO) (9 months) 2011

Selected to design and implement Service Delivery Optimization (SDO), which is a large-scale

transformational change for operations throughout the company encompassing the introduction and

implementation of onboard computers, centralized dispatch and routing, DriveCam, change

management, and coaching performance.

Developed a playbook and implemented a phased roll out plan focused around process changes,

standardization, and performance management.

Worked primarily with personnel in Centralized Dispatch and Routing centers on change management,

coaching, performance management, operational asset utilization, and capacity planning to ultimately

increase operational efficiencies and lower operating costs.

Operations Manager 2010 –2012

Gained an absolute and in-depth knowledge of all field operations and the logistics required to

support the district operations and personnel by serving as the subject matter expert in all aspects of

our inventory, assets, and associated logistics for the frontline managers and field service

organization.

Contribution and engagement in monthly business review to establish and performance manage go to

market plans, pricing fluctuations, asset availability, SLAs, and OLAs.

Led business development as the operations representative on key strategic accounts, events,

community relations through the entirety of the sales cycle and fulfillment of services.

Directed planning exercises for the forecast and budget labor hours to ensure daily, weekly,

operational efficiency targets.

Route Manager – Industrial Line of Business 2009 –2010

Manage customer relationships in order for operations and sales team to meet the needs and

expectations of the environmental solutions marketplace.

Daily and weekly adjustment of current volume trending and forecasting in order to meet monthly

budget goals.

Lead the largest industrial driver group in the Area which is responsible for servicing numerous

chemical, petroleum, and gas plants in the South Texas area.

Continuous awareness of market volatility and industry drivers.

Instrumental in training and implementation of On Board Computing and Consolidated Dispatch

across all Lines of Business in the district.

Increase driver awareness through safety and customer service initiatives to reduce variable costs

Anthony J. Emilio

Email: *******.*.******@*****.*** LinkedIn Profile: www.linkedin.com/pub/tony-emilio/4b/17b/399/ Mobile: 281-***-****

Route Manager – Commercial Line of Business

Managed customer relationships in order for waste operations to meet the needs and expectations of

the marketplace.

Facilitated daily communication with drivers on safety topics, customer inquiries, equipment

functionality, route sequencing, and upcoming schedules.

Utilized WasteRoute™ and WM Labor Management tools to set efficiency benchmarks for individual

routes and maintain the productivity through customer volume changes.

Projected monthly and weekly forecasting of Roll-Off hauls in order to meet budgeted revenue.

Balanced labor hours and equipment usage to be able to flex costs when needed.

Route Auditor/Analyst 2005 (Contractor)2005 – 2007

Assisted drivers on route to collect container weights and calculate on property times to determine

opportunities for pricing excellence.

Effectively communicated with the Operations Improvement Manager on a regular basis to keep all

collected data free of errors.

Identified any core service increase possibilities that could potentially increase profit.

Conducted Observation Behavior Assessments on drivers to ensure proper safety and operational

procedures were practiced.

Provided Management with weekly route safety reports to maintain safety protocol of the driver

while on route.

Lead projects that were designed to help increase monthly revenues an ultimately annual budget.

Provided information incremental in the redesigning of routes in order to achieve faster and more

efficient waste removal from residential neighborhoods.

Designed detailed spreadsheets of house count findings along various Counties and Parishes that

would potentially increase revenue.

Education

West Virginia University Morgantown, WV

Bachelor of Science, candidate, Studied Mechanical Engineering

Coursework included classes such as Statics, Heat Transfer, and Mechanics of materials.

Technical Skills

Microsoft Office Suite specialist: Word; Excel; PowerPoint; and Access

Industry Related Software: WasteRoute; SMART; AS400; RAT; CAT; COMPASS; LMT; KRONOS

SharePoint, Visio, Peoplesoft

Licenses/Certifications

Class B Commercial Driver’s License with Air Brake Endorsement

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