Customer Service Operations Manager

PROFESSIONAL SUMMARY

Highly effective management professional emphasizing innovation and creativity in solving complex

problems. Energetic and results focused with success in forming and leading diverse teams to achieve

outstanding results. Seasoned Operations Manager dedicated to bringing organizations to the next phase

of development. Diligent and motivated to improve processes, streamline operations, and increase

revenue. Exceptional leadership credentials earned through formal education and operational experience.

Excellent skills in the development of long term planning, with a proven ability to understand the ‘big

picture’ while developing effective strategies.

SKILLS

Project/Operations Management Fleet Maintenance and Route Planning

Logistics Management Organizational Change

Risk Management VIP Protection (Afghanistan, 2009-2010)

Process Improvement Customer Relations Specialist

Project Development Physical Security Training

Budgeting and Forecasting Management Information Systems

EXPERIENCE

Shred-it Corporation 2013-Present

Operations Manager, providing planning and resourcing for the daily scheduled routes of 13 trucks and

drivers.

Provided human resources management, time management, long and short term planning for branch

operations.

Tracked period P&L spending and lowered costs by identifying areas of revenue leakage.

Situation:

Hired to improve a failing branch of a major corporation in the New Orleans area by developing enhanced

Standard Operating Procedures, controlling Cost per Service, improving the fleet operations and

preventative maintenance schedules.

Improvement plan:

Totally dismantled and redesigned the daily operations of the branch. Identified what worked, areas that

needed improvement, and input new standards to ensure success.

Designed the business day to reflect a three tier model (Clock in to rollout, routes, a nd return to base

operations).

Implemented point by point standards for the dr ivers, trained and empowered a lead driver to assist with

operations, and instituted a warehouse supervisor to ensure that all end -of-day operations were complete.

Improved the operational environment by designing tracker boards to identify where each truck was

operating daily, the status of the route, and number of stops.

Designed a three week tracker to assist in the monthly planning of high revenue clients requiring a one -time

service obligation.

Designed a check-in process that allowed the drivers to report needed improvements in routes, trucks, and

customer service issues.

Redesigned the safety mechanisms in the warehouse, and improved the security check -in process.

Established other various process control procedures.

Results:

Improved the operations budget from 53% to 308%.

Reduced overtime by 45%.

Increased one-time service revenue from 89% to 111% (highest percentage in the district).

Reduced operational costs and improved on-time and customer satisfaction rates to 97%.

Reduced employee turnover

Improved vendor partnerships, and removed unneeded or unsatisfactory vendors.

These plans have been adopted across the district, and I have been asked by General Management to begin

overseeing the changes in two sister branches.

Proof of improvements, metrics, and other positive outcomes to changes are available upon request.

Statesboro Police Department 2011- 2013

Improved the department’s understanding of Criminal Analysis, budgeting, and ‘hotspot’ identification

through proven tactical and strategic planning.

Used statistical application techniques to forecast future trends and design strategic and tactical obstacles to

control crime before it occurred.

Improved officer understanding of inner and outer cordon security to quickly apprehend suspects during

emergency calls for service.

Initiated a standard operating procedure to allow the first officer on scene to direct other officers to precise

positions and begin over watch operations.

Attended High Risk Tactical Planning and Criminal Analysis courses to improve leadership capabilities

and tactical/strategic planning competencies.

Savannah/Chatham Metro Police Department 2008- 2011

Top Marksman Award for highest weapon scores (GPSTC Police Academy).

Police Mentor Team 4 Commander (Afghanistan, OEF) 2009- 2010

Successfully improved the security and operational stability of the provinces of Kabul, Afghanistan while

deployed in support of Operation Enduring Freedom.

Initiated the first Regional Police Academy within the Kabul area of operations. The successful plan was

adopted across Afghanistan to train the Police Force in rule of law, weapons safety, and survivabili ty

techniques.

The implemented changes resulted in a decreased death and injury rate to Afghan National Police personnel

in the Shaka Darah region.

Ensured the readiness, safety, and combat effectiveness of team members.

Mentored Afghan National Police Commanders in the application of leadership and accountability

principles of their assigned units.

Conducted joint combat patrols within assigned areas and completed monthly training reports that were

reviewed by ISAF and Pentagon officials.

Initiated Humanitarian Aid Operations that required the cooperation of multiple agencies, stakeholders, and

additional resources from military and homeland supporters.

In charge of $120,000,000 property book, provincial reconstruction funds, and military equipment.

GA Army National Guard/Military Leadership Courses 2005- 2013

Rank: Captain

Secret Security Clearance, Department of Defense, Expires 7/2015

Maneuver Captain’s Career Course FEB-OCT 2011

Company Level Pre-Command Course SEP 2008

Infantry Officer Leadership Course APR-AUG 2008

Basic Officer Leadership Course FEB-APR 2008

Logistics Officer 2007- 2008

Leadership Development and Assessment Course JUN-JUL 2006

Claxton Cold Storage 2000- 2005

As a team leader, ensured the safety of employees and controlled the inventory and placement of company

products.

Ensured the proper operation of company vehicles and maintenance schedules.

Key Employee Award for outstanding leadership, training, and ethics.

Rome Engineering Manufacturing Company (REMCO) 1993- 2000

EDUCATION

George Washington University- M.S. Safety and Security Leadership

Superior Academic Achievement: 3.9 GPA

Georgia Southern University - B.S. Psychology/ Military Science/ Spanish

Superior Academic Achievements: 3.3 GPA/ Psi Chi Honor Society

Swainsboro Technical Institute- A.S. Automotive Technology

Superior Academic Achievement: (1) Dean’s List every semester

(2) Georgia Occupational Award of Leadership

SPECIALTY COURSES

High Risk Arrest and Warrant Procedures

Criminal Analysis and Statistical Measurements

132 hour OSHA Managers Online Course

Company Safety Officer Course

Counter Insurgency Course (COIN)

CERTIFICATIONS

Georgia Peace Officer

Open Water, Advanced Open Water, and Nitrox S.C.U.B.A.

First Aid

Combat Casualty Care (Experience with I.V., Nasal Phalangeal Tubes, Pneumothorax Care)

COMPUTER SKILLS

Windows, Internet, Word, Excell, Automated Routing Programs.

Typing speed: 60WPM

LANGUAGES

Spanish- Read, speak, and write at 60% fluency. Currently continuing studies

MILITARY AWARDS

Bronze Star

Combat Infantry Badge

ARCOM

Global War on Terror Ribbon

Army Service Ribbon

OEF Campaign Ribbon

ISAF Service Ribbon

German Armed Forces Shutzenschnur Certificate

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