Customer Service Manager
Resume:
Edward I. Mizusawa
Albuquerque, New Mexico 87120 *********@***.*** Cell Phone: 505-***-****
Objective:
Deliver strong and sustainable improvements in efficiency, productivity, quality and cost initiatives. Direct the
movement of goods and services to ensure high customer satisfaction while controlling costs and maintaining high
levels of compliance to safety and security standards. Manage and supervise daily transportation operations.
EDUCATION: B.A. Business Administration, 1986
Management Information Systems
Anderson School of Management, University of New Mexico, Albuquerque, New Mexico
PROFESSIONAL EXPERIENCE
Thermo Fluids 2013 – 2014
Area Manager
• Directs company activities related to safety, regulatory compliance, operations, customer service, production
scheduling, team building and development, and cost management for New Mexico and El Paso, Texas Operations.
• Coaches the team to achieve its safety and compliance objectives.
• Responsible for tactical execution of business strategies set forth by TFI and its Regional Managers.
• Reviews business metrics to track business performance against stated goals.
• Encourage driver sales, support customer retention, manages service recovery, work with Sales Account
Managers to maintain customers and procure new business.
• Responsible for Cost Management including vehicle maintenance, manage on-road fuel costs, labor,
incidental expenses and responsible for month end accruals.
Dollar Thrifty Automotive Group 2009 - 2013
Operations Manager
• Responsible for maintaining and servicing the rental fleet. Ensuring all cars are scheduled for preventive
maintenance and inspected for cleanliness to ensure high customer satisfaction.
• Daily tracking and inbound and outbound inventory.
• Training and scheduling rental personnel for optimum utilization and customer service.
• Maintaining high levels of customer service throughout every aspect of operations.
United Parcel Service 1985 - 2009
Air Operations Manager - Albuquerque and Tucson, 2007 - 2009
• Responsible for all UPS Air Cargo operations.
• Managed air operations employees including commercial airline and feeder aircraft pilots, fueling and cargo
vendors, operations supervisors, security personnel, ground handlers, shuttle and tractor trailer drivers, maintenance
personnel and airline mechanics.
• Tracked and analyzed data for aircraft departures, accidents and incidents, package scanning frequencies,
employee relations, FAA compliance, container density, load accuracy, system costs, and on time performance.
• Developed and implemented safety and compliance programs for OSHA, DOT, FAA, Homeland Security,
Transportation Security and Customs.
• Trained and certified personnel for airport operations, weight and balance, de-icing, fueling, hazardous
materials handling, air ramp safety and driving, security, marshalling and ground support.
• Conducted internal national audits and implemented procedures for improvement.
Human Resources Supervisor, 2005 - 2007
• Staffed and developed New Mexico Region team for hub operations.
• Tracked and analyzed employee data to improve retention and to minimize turnover.
Edward I. Mizusawa
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• Counseled union employees in the dispute resolution process.
• Conducted training and certification courses for drivers and all new hires.
Auditing and Compliance Supervisor, 2000 - 2005
• Ensured all UPS air operations facilities maintained compliance with FAA and TSA (Transportation Security
Act) regulations.
• Executed FAA and TSA compliance training to all facilities personnel.
• Investigated non-compliance issues and worked with facilities and field managers to implement corrective
actions.
Air Supervisor, 1993 - 2000
• Managed Next Day Air and 2nd Day Air pick up and driver schedules for the State of New Mexico.
• Achieved Certified Trainer level for A-300, 757, DC-8, 727, 767, CESSNA 402, 210, 404 and Lear jets.
• Supervised 50 employees and ground shuttles for extended service centers.
• Initiated Dangerous Goods instruction for the New Mexico and Texas districts.
HUB Operations Supervisor, 1991 - 2000
• Managed and trained up to 150 employees, processing 100K ground and air packages each day.
• Maintained high production levels and safety standards.
• Coordinated inbound and outbound feeder trailer movements.
Package Delivery Driver, 1987 - 1991
• Delivered resident and business customer packages and maintained high productivity levels and quality
service.
Part-time Supervisor, 1985 - 1987
• Supervised 10 employees for key Hub operations including Hazardous Materials Response and Second Day
Air pickup.
CERTIFICATIONS:
• Air Dangerous Goods Trainer (Hazardous Materials)
• UPSCO De-ice Trainer
• UPSCO Unit Load Device Serviceability Trainer
• UPSCO Airline Weight and Balance Instructor
• UPSCO Air Cargo Specialist
• Powered Industrial Truck Operator (PITO) Certified Trainer
• Airline Ground Security Coordinator
• Airport Operations Methods Certification
• Human Resources Interviewer Workshop
AWARDS AND RECOGNITIONS:
• #1 Air Operations UPS Gateway in the U.S. - 2008
• 99% Effective, 2009 Air Operations Audit Score
• UPS Volunteer Award – $6000 grant for Operation Smile International
• 2008 Quality Performance Rating 110%.
VOLUNTEERISM: New Mexico Special Olympics
Operation Smile International
United Way Coordinator, UPS Air Division
References Available Upon Request
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