Customer Service Manager

Shane Dickie Williams (***) *** - ****

*** ********* ******, ********, ** 22554 **********@*******.***

Highlights of Qualifications

• Self-starter-able to work independently as well as within a team

• Proficient Microsoft Office Suite 2010, Excel, Power Point, Access

• AS 400, Oracle 4.0, and Lotus Notes, Transportation Management Systems

•Possess strong organizational, written and oral communication skills

•Able to handle multiple deadlines/tasks without sacrificing quality

Experience

Senior Operations Manager II

Promoted to Senior Operations Manager II 01/06-07/2013

FEDEX GROUND Alexandria,

Virginia

• Responsible for recruiting drivers and contracting owner operators, which includes

interviewing and the building of the applicant files.

• Analyze weekly, monthly, quarterly and yearly reports, such as the standard quality

index, key process indicator, weekly scorecard and the FES statement, seeking areas

off opportunities to maintain an efficient operation.

• Directly in charge of the pickup and delivery operation staff that includes: two pick-

up

and delivery coordinators, two office administrators, thirty-three contracted routes

and four temporary drivers.

• Monitor all audit related items in order to insure that the operation is within

compliance.

• Conduct presentation along with safety meeting on a weekly basis.

• Responsible for the reconfiguration of routes and implementing of new routes in

order to facilitate growth rate within the industry.

• Directly report to the senior manager and regional management on a daily basis.

• Focus on maintaining favorable service to the customer by answering and meeting all

customers request as related to pickup and delivery.

• Planned and strategize on means and methods to improve operation to maximize

revenue on the income and expense statement.

• Maintain all unit history files along with focusing on safety on a daily basis.

Operations Manager II

Promoted to Operations Manager II 05/02-01/06

FED EX GROUND Queens, New

York

• Responsible for preparing daily audits of terminal operations.

• Directly manage staff of thirty-two drivers.

• Analyzed reports to measure and maintain an efficient daily operation.

• Identified and remove barriers/errors to achieving operational schedule plan.

• Advised and strategize with senior management to establish overall company

financial and productivity plans.

• Conducted customer service rides on contractors on a regular basis to accomplish

company primary goal of total customer satisfaction.

• Monitored hours of service violation, as related to Department of Transportation rules

and regulation.

• Responsible for training drivers with in-depth use of star 11 scanners and proper

methods of providing service to the customer.

• Focused on maintaining a safe working environment by emphasizing on the

importance of safety on a regular basis.

Preload Coordinator 11/01-05/02

FED EX GROUND Queens, New

York

• Managed staff of twenty package handlers.

• Responsible for conducting safety meetings on a daily basis to all package handlers.

• Educated package handlers on company policies.

• Managed quality assurance department to insure address corrections quality.

• Complied with OSHA rules and regulations.

• Monitored reports to insure operation efficiency.

P&D Outbound Coordinator 06/99-

11/01

FED EX GROUND Queens, New York

• Responsible for assigning trailer to the correct loading position in the facility yard.

• Directly manage outbound package handlers, which includes hiring, disciplining,

training and terminating if necessary.

• Conducted detail outbound presort meeting on a daily basis, focusing on safety and

injury preventative measure.

• Daily communication with line-haul to monitor timely arrival and departure of trailer

loads.

• Managed the Electronic Time process (ETIME), making sure that package handlers

are paid correctly and timely.

• Reviewed and analyzed daily outbound reports as a tool to improve the daily function

of the operation.

• Performed salts as a misload preventative measure.

• Notify engineering/maintenance of issues, which may directly affect the sort

operation.

EDUCATION

St John’s University 09/99-05/02

Master of Business Administration Queens, New York

Executive Management, G.P.A. 3.54

Bernard Baruch College 09/96-08/98

Bachelor of Business Administration New York, New York

Finance and Investments

Contact this candidate