Customer Service Manager

***** **** ***** *** ***** Lake, In *****• 219-***-**** • *************@*******.***

Robert B. Burger

Highly proficient professional with over 20 years of quality first managerial success through employee

engagement and continued improved driven results in cost reduction, team building and increased work

efficiency while maintaining product, company integrity and customer focus.

Experience

2001 to Present

FedEx Freight Corporation Chicago Heights, IL

Operations Manager

Oversee FedEx Freight’s Chicago Heights Center local pickup and delivery city operations.

Manage FedEx Freight’s largest drayage-multimodal rail operation; coordinating outbound dispatches

and retrieval of all inbound rail containers while managing a workforce of over 90 local drivers and 6

dispatch supervisors.

Oversaw FedEx Freight's largest dual HUB operation managing over 80 dock associates, 10 supervisors,

3,200 shipments and 2.8 million lbs. of freight daily while monitoring actual performance data

opportunities to cut cost and improve efficiencies.

Formulated and implemented recent operation’s merger encompassing all staffing, structural, material and

capacity requirements leading into the implementation of new rail lanes with a result of reduction in line

haul cost by 8% implementing a cost saving of $4000 a day.

Developed and trained dock associates to lead FedEx Freight Corporation’s Economy System rail load

average by 15%, offsetting rail department cost by $35,000 a week.

Facilitated and managed quality action teams reducing loss and damage claims on targeted accounts over

10.5% providing a local cost savings of $7,900 a day.

Demonstrates an extensive knowledge of the LTL industry, DOT Rules and Regulations, OSHA Laws,

Hazardous Materials Regulations, NMFC and Tariff Rules, while promoting company policies and

procedures.

Diversity council member and member of company safety team. Conducts safety meetings and oversees

facility quality groups.

Oversee service enhancement teams to evaluate, streamline FedEx system wide routing structures and

realigning internal bidding processes to meet local tendencies and characteristics.

Lead management team to receive Most Controllable Cost President’s Award – 2 years running.

Governed a team commitment to the continued process of preventing accident or injuries resulting in over

437 consecutive injury free days.

Achieved FedEx Freight’s regional highest employee engagement scores through Gallups Q12 survey.

Communicates within FedEx Freight Corporation’s operating supply chains determining local customer

based needs and ensures continuous improvement with a focus on customer’s specific needs.

Reduced the largest Economy HUB operations cross loading percentage by over 7% resulting in

decreased overtime and improved system cycle.

1996 – 2000

Roadway Express Chicago Heights, IL

Lead Supervisor

Oversaw the workload of up to 75 personnel daily; responsible for setting high performance standards,

evaluating performance, offering guidance and counseling to ensure consistent and efficient operations

abiding to all company procedures and internal requirements.

Organize the proper use of manpower and equipment to move freight in the safest and most cost efficient

manner ensuring that load plans, safety, and DOT regulations are followed.

Developed and implemented action plans for suppliers and staffing to maximize growth and profitability

while controlling costs and producing desired profit and operational goals.

1989 - 1996

US Army –101st Airborne Ft Campbell/Iraq/Germany

Front Line Supervisor Squad Leader

Education

1993-1995

Criminal Justice Central Texas College

1989 - 1996

Environmentally Hazardous Materials Handling Course – Certified

Certified under (OSHA Requirements 29 CFR 1910.120) for Hazardous Waste Operations & Emergency

Response

Hazardous Materials Incident Commander Certified,

Environmental Officer Course, Certified

Hazardous Materials Drivers Course

Air Freight Movement Procedures Course

Logistics Management Course - Certified

Advanced Ammunition Storage, Issuing, Inventory and Warehousing Procedures Training, 1989-1996-

US Army

References

References are available on request.

Contact this candidate