Customer Service Manager
Resume:
Michael D. Wilson
*** ********* ** ( Cleveland Heights, OH 44121
757-***-**** ( *.*.********@*****.***
Management Profile
Over 14 years of experience that includes management positions and
successes with one of the top companies in the world. Achievements include
cost reductions, top quality and safety performance, excellent on-time
delivery records, and customer service excellence.
OVERVIEW:
Skilled leader, trainer, and motivator who earns high levels of respect and
trust from senior management, team members, and customer/vendor
representatives. Champion innovative ideas and organize cross-functional
groups to accomplish key goals in a cost effective, timely manner. Build
value by developing and improving processes. Drive year-over-year
achievement of goals through steady leadership.
KNOWLEDGE & SKILL AREAS:
Strategic Planning & State/Federal/Local Employee
Execution Compliance Training/Mentoring
Quality Continuous Process Metrics Analysis &
Assurance/Control Improvement Evaluation
Team Performance Logistics & On-Time Order
Management Transportation Issues Fulfillment
Budget Senior Executive Strategic
Planning/Management Interactions Partners/Alliances
PROFESSIONAL EXPERIENCE
FEDEX GROUND - Multiple Locations
P&D Operations Manager III, Columbia, SC, 2013-Present
Operations Manager, Grand Rapids/Lansing, MI, 2003-2013
Oversee day-to-day operations and maintenance for small-volume facility,
ensuring adherence to safety and quality goals. Hire, train, mentor, and
manage team members; train new contractors on FedEx Ground
procedures/processes.. Plan and execute business activities to meet
facility objectives, with a focus on meeting/exceeding customer
expectations.
Manage effective sorting of packages and dispatching of delivery
contractors; schedule appropriate pick-up and delivery times for customers.
Develop and administer annual budget, create policies and programs as
needed, and monitor performance to ensure on-time deliveries, acceptable
productivity levels, and safety standard compliance.
o Upheld full compliance with DOT regulations through documentation and
accuracy of maintenance records. Ensured licensing requirements
adhered to federal/state/local laws.
o Maintained excellent safety record throughout tenure, minimizing
accidents or recordable injuries. Oversaw safety committees and
implemented safety training to achieve goals.
o Applied Quality Drive Management principles to promote continuous
improvement; developed action plans that addressed and corrected
deficiencies.
o Captured cost savings in several areas through adjusting budget
resource allocation, improving internal processes, and arranging
employee schedules to maximize performance.
(continued)
Inbound Operations Manager II, Norfolk, VA, 2001-2003
Managed and led team of package handlers in scanning and loading package
vans for next-day delivery. Reviewed and discussed previous day's results
and productivity reports.
o Maintained exceptional level of customer satisfaction through the
development and implementation of plans for delivery optimization and
quick problem resolution.
Outbound Operations Manager, Norfolk, VA, 2000-2001
Directed team of package handlers in unloading and loading trailers
traveling to and from various hubs in the Carolina region. Reviewed and
discussed reports with the team to address successes and issues. Dispatched
linehaul drivers to various locations region-wide using Transportation
Management System.
o Upheld high level of on-time deliveries through establishing and
executing strategies for fulfillment, including consolidation
solutions.
Package Handler, Norfolk, VA, 1998-2000
Held for responsibility for scanning and loading package vans for next-day
delivery. Assisted contractors with wrap-up of their vehicle to achieve
timely dispatch.
o Maintained and surpassed productivity goals for scanning and misload
activities.
PROFESSIONAL DEVELOPMENT
Bachelor of Science in Business Management and Total Quality
NORFOLK STATE UNIVERSITY, Norfolk, VA
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