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Manager Customer Service

Location:
United States
Posted:
June 18, 2014

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Resume:

Professional Summary

A result oriented executive with broad experience in freight forwarding and

supply chain management. With 19 years of experience in the transportation

industry and experience at all levels, I have developed a thorough

knowledge of all aspects of logistics and supply chain management. My

background also includes foreign and US military shipping, handling and

shipping classified material, business development, contracting and

transportation planning, freight specific IT development, consulting, and

all manner of export and security compliance.

Key Qualifications

Effective leadership, successful business development, in-depth industry

knowledge, active SECRET clearance, export compliance including Defense

Security Service (DSS), TSA and ITAR regulations, strategic planning,

project management, business analysis, business development, quickly builds

and maintains key relationships. I am creative in my strategic approach

and develop innovative solutions and strategic plans to advance the

company's objectives and to promote revenue, profitability and growth as an

organization.

Professional Experience

Exel Global Logistics Inc. 2005-2014

As President

Sterling, VA

Exel Global Logistics Inc., is a subsidiary of DHL with the emphasis on

handling shipments of classified material. The requirement of Foreign

Military Sales contracts to be able to store and ship classified material

means that Exel's unique capability allowed DHL to win and retain contracts

of routine, unclassified shipments with combined values in excess of $20M

per year. As President, I manage all company business including business

development, export compliance and security compliance. I oversee company

operations and insure efficiency, quality, service, and cost-effective

management at every level of the operation. By effectively managing costs

I was able to reduce the company's annual overhead by over $1M per year

over the first 2 years in the position. This has resulted in the best

financial performance for the company since it was taken over by DHL in

2005.

Major achievements include:

> Earned new business with Foreign Military's, Foreign Diplomatic

Missions, US Defense contractors and US Dept of State, Czech Republic

MoD, Finnish Air Force, Raytheon Missile Systems, US Dept of State-

Diplomatic Security valued in excess of $15M.

> Maintained strong customer loyalty and traveled abroad to personally

meet foreign clients to build lasting relationships.

> Routinely relied upon to create proposals for bids, which are complex in

their oversight and execution and produced winning proposals for new FMS

and US Government business.

> Business Development role, responsible for coordinating sales efforts

with DHL Government sales team.

> Managed construction and certification of a Dept of State approved

consolidation-receiving point (CRP).

> Responsible for mitigating the companies foreign ownership thus allowing

for the handling and shipping of US Government classified materials.

> Responsible for field offices compliance with DSS, DHS, TSA and other

industry regulators.

As Director of Operations

Overall responsibility for the export/import operation of Exel Global

Logistics Inc. managing infrastructure as well as personnel

> Member of Exel Global Logistics Inc. board of directors as the

"Qualified Individual" to the Federal Maritime Commission.

> Manage transportation of classified material from 5 cleared facilities

to and from several overseas customers.

> Directly responsible for new business from New Zealand Defense

Department and Raytheon Missile Systems valued near $5M over the

contract period.

> Responsible for re-accreditation of Exel Global Logistics Inc. with

Cargo Network Services (CNS) as an IATA (International Air

Transportation Association) agent.

> Company wide manager for CASS-USA relationship including managing AWB

stock and airline CASS invoices.

> Sourced, implemented and managed (as system administrator) Cargowise as

new forwarding information system at enterprise level.

> Implemented payables and receivables process to work seamlessly with

DHL's existing system to rectify internal and external billing.

> Company wide Transportation Security Administration Security coordinator

having responsibility over compliance and with access and experience

with TSA systems; IACMS and KSMS.

As Air Export Manager, Facility Security Officer

In addition to continuing the duties from Exel Global Logistics I managed

the combined personnel and operations from the Exel/DHL Merger.

> Managed the integration of customers, employees and the physical assets,

office and warehouse.

> Managed the combined Exel and DHL Danzas air export operations with a

combined value exceeding $10M.

> Appointed as the Facility Security Officer and managed the new

construction and certification by Defense Security Service closed area

capable of storing up to SECRET material.

> Contracted and prepared the Transportation Plans for classified

shipments for the Finish Air Force Air Materiel Command, valued at $250K

for classified business but tied to a $2M unclassified contract. .

> Acquired and implemented new business for The World Bank (worldwide

diplomatic freight) and Invitrogen (perishable and hazardous life

sciences cargo).

As Operations Manager

In this position I directed and supported a team of 2 managerial and 11

hourly associates in a high-volume supply chain operation. I was

responsible for over $15M in overall business in the Washington, DC and

Baltimore, MD area. Business includes classified material for the UK

Ministry of Defense and other military goods shipped under Dept of State

and Defense licenses. Other clients include Airbus, Ericsson, Solectron,

Pall Corp, and Technogym.

> Manage $15M annual budget, which generated profits exceeding $3M.

Contributed to budget review and projection.

> Responsible for P&L management, reporting and cost analysis. Revealed

and made changes to many inefficiencies resulting in a more efficient

operation and drastically reduced operating costs by 14%.

> Overall responsibility for export, air and sea, and domestic, air and

ground; quoting, routing, billing and customer service.

> Interacted with clientele senior management regarding contract

negotiations and customer satisfaction.

> Successfully implemented processes including a new warehouse management

system to better coordinate the operation and warehouse resulting in

fewer shipping errors.

> Responsible for shipping on State and Defense Department licenses as

well as Foreign Military Sales

> Responsible for receiving, warehousing and shipping classified military

and cryptographic goods

> Managed 45,000 sq.ft. warehouse and 5 warehouse employees.

> Maintained TSA, OSHA, IATA safety and security standards.

Eagle Global Logistics 2004-2005

NLM Operations Specialist

San Antonio, TX

NLM Operations Specialist responsible for pricing and coordinating

shipments through National Logistics Management for the "Big Three" auto

manufacturers and their vendors. Involved in implementation of NLM program

for EGL in San Antonio. Initiated and implemented innovative methods for

pricing, routing and reporting. Created a scorecard process to analyze

shipments and to improve overall success of program as well as make valid

recommendations to meet company goals.

Quebecor World Express (formerly Cargo, Inc.) 1995-2003

As Station Manager

San Antonio, TX

Reported directly to the franchise owner with overall management

responsibility for the day-to-day operation of the San Antonio Branch

including P&L, personnel management, safety and security training.

As Operations Manager

Responsible for managing the air, sea and ground freight operations for the

entire station.

As Operations Clerk

Responsible for properly routing freight in the most cost effective way

while ensuring customer satisfaction,

Marriott Rivercenter, San Antonio, TX, Concierge,

1994-1995

U.S. Marine Corps, Beaufort, SC, Aircraft Maintenance Admin Clerk

1988-1993

Computer Skills

All Microsoft Office applications, Lotus Notes, A/S 400 and several

industry specific and warehouse inventory systems. Also proficient in

using Cargowise, IACMS (TSA), KSMS (TSA), JPAS(DSS), Syncada, CASS/CNS,

Oracle & SAP based procurement and management systems.

Education

University of Texas at San Antonio, TX

May 1998

Major: Bachelor of Business Administration-Management

Security Clearance

Defense Security Service Clearance-SECRET

Certifications and Associations

International Air Transport Association Hazardous Material Certification

Defense Security Service Facility Security Officer training

Dulles Area ISAC

NOVA ISAC

Other Titles and Expertise

Defense Security Service (Corporate Facility Security Officer)

Facility clearances, personal clearances, transportation planning,

export licensing, security training, FOCI mitigation, overall NISPOM

compliance

Directorate of Defense Trade Control (DDTC Competent Authority)

Licensing, export compliance, USML/ITAR, export control reform,

Transportation Security Administration (IAC Security Coordinator)

IAC compliance and training, field office compliance & training

International Air Transport Association (Administrator)

CNS Carrier management, CASS billing, IATA Haz-mat compliance &

training

Federal Maritime Commission (Board Qualified Individual)

FMC certification & compliance



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