Customer Service Management

BRIAN SULLIVAN

*** * ******** ** ? Columbiana, Ohio 44408

330-***-**** ? ***************@*****.***

SENIOR VICE PRESIDENT

Transportation / Operations

Visionary VP with extensive record of success leveraging knowledge,

experience, and resources to produce outcomes that exceed expectations for

customers and management alike. Manage $200M+ P & L's. Identify

opportunities to expand new and existing business. Recognize the intrinsic

value of all staff in creating success and maintaining high-level

performance as well as customer satisfaction. Lead the industry in managing

multiple functional divisions and global locations simultaneously while

accelerating profit and containing costs. Analyze territory to identify

opportunities for business development. Streamline processes and integrate

technology to create competitive advantage.

Optimize Operations ? Manage Financials ? Orchestrate Multiple Locations

Efficiently

Strong Safety Record ? Quality Performance ? Internal / External Customer

Service ? Control Costs

Profit Growth ? Fleet / Freight Management ? Complex Supply Chain Logistics

? Lean & Six Sigma

Change Management ? Inbound / Outbound ? Strategic Planning ? Budget

Administration

KPIs ? SOPs ? Forecasts ? Start-Ups ? Turn-Arounds ? Full P & L ?

Negotiations

PROFESSIONAL EXPERIENCE

GEORGE HILDEBRANDT, INC., Hudson, New York ? 2010-2014

Flatbed trucking and logistics company.

Vice President / General Manager of Operations

Directed all aspects of company operations, safety, recruitment, customer

service, and financial controls. Maintained compliance with complex

regulatory requirements and corporate policy. Administered budget. Forecast

costs and resource allocation. Monitored performance via audits and

implementation of KPIs. Analyzed and implemented varied strategies to

achieve continuous process improvement. Managed 15 direct and 135 indirect

reports.

. Accelerated profitability by 800%, based on expert forecasting, business

development, and performance management skills.

. Increased revenue 20% by developing new distribution, logistics, and

dedicated services targeted toward existing and new customers.

. Reduced accident frequency 35% and cost of insurance premiums by 25%

introducing safety programs and procedures that raised awareness,

including a new safety committee comprised of employees and management.

. Cut driver turnover 25%, based on improved employee relations, new

training programs, heightened accountability, and employee sense of

ownership in the company as a result of recognizing the value of each

employee in corporate success.

. Spearheaded implementation of technology and software to automate billing

cycles and provide real-time accurate information on operations and

equipment maintenance throughout the company.

. Saved $500,000 in annual expenses via skillful negotiations with vendors

for fuel and services.

BRIAN SULLIVAN

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330-***-**** ? ***************@*****.***

ROADLINK, Cleveland, Ohio ? 2008-2010

International/Domestic Intermodal, Large Fleet/Trucking Operations and

Transportation Company.

Area Director

Managed entire North American territory, servicing 150+ customers and

producing $200M in revenue. Directed 650+ member staff and 100 direct-

report associates throughout cross-functional areas of operations, safety,

recruitment, and finance. Researched market and customer needs to develop

operations strategy and forecast expenses necessary to implement corporate

initiatives and meet financial goals.

. Stimulated company growth by leveraging enhanced customer service to

capture additional business while controlling costs.

. Expanded territory management, based on ability to simultaneously exceed

corporate goals in safety, customer service, and financials.

. Generated $10+M in additional business by providing nearly perfect (99%)

on-time delivery and pick-up performance.

. Revamped company image and reputation as premier service provider by

expertly managing RoadLink's multiple critical accounts, including 2

largest customers totaling $80M annually.

. Saved $5+M per year by centralizing operations and introducing KPIs to

improve service provided to internal and external customers.

. Garnered $50M annual revenue by seamlessly integrating multiple

acquisitions effectively managing change via technology and operations

solutions while promoting a corporate cultural shift of greater

communication and collaboration in addition to safety and claims

improvements.

. Automated multiple systems allowing broader access to updated

information.

. Reduced annual costs by $500K via expert negotiations with vendors and

suppliers.

. Rolled out multiple programs to 2,000+ owner-operators and company

drivers to comply with CSA 2010 regulation.

CARDINAL LOGISTICS, Concord, North Carolina ? 2004-2007

Nationwide transportation company providing dedicated fleet, distribution,

warehouse, cross-dock, OTR, and freight management.

Vice President of Operations

Orchestrated complex $150M operations division with 500 staff at 35

separate locations. Managed start-up of new locations and comprehensive

logistics for inbound and outbound customer operations. Negotiated and

reviewed contracts to ensure compliance with specifications. Monitored

varied personnel and program aspects to promote continuous process

improvement, including customer service, employee safety and performance,

as well as capital improvements.

. Directed and delivered $70M start-up in just 3 months for national

manufacturer, including Inbound-Outbound freight management, 11 cross-

deck facilities nationwide, 260 driver-contractors, and IT solutions,

leading to $20M in additional business.

. Reduced annual logistics costs 7% while improving overall customer

satisfaction 8%, expertly driving logistics synergies for multiple

accounts.

. Realized $1M in savings by maximizing and valuing staff resources to

improve retention and reduce turnover.

. Generated $50M in additional revenues by identifying new business

development opportunities.

BRIAN SULLIVAN

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330-***-**** ? ***************@*****.***

MENLO LOGISTICS, Menlo Park, California ? 1992-2003

Large Fleets with Nationwide Locations for Hire and Dedicated Contracts,

providing supply chain/logistics solutions including freight management,

distribution, and warehousing.

Senior Logistics Manager

Managed $200M division producing and delivering complex customer projects

at 30 global locations with 400+ staff, including Inbound/Outbound freight

management, large asset/dedicated fleets, distribution, warehouse, cross-

dock facilities, and OTR. Collaborated with vendors and staff to produce

effective logistics and supply chain solutions. Reviewed performance and

introduced innovative strategies to reduce costs and improve efficiencies.

Directed start-ups and turnarounds to achieve profit goals and meet

customer expectations. Implemented multiple applications, such as C-TPAT,

Duty-Drawback, Routine Guides, merge-in transit, backhauls, vendor

unbundling, multi-client facility, and freight networks for varied clients,

including Fortune 500.

. Drove revenue from $3M to $80M on the basis of one customer alone, while

producing $180+M revenue from 10 primary accounts, exceeding budget and

goals.

. Reduced annual costs $2M while improving service by integrating emerging

technologies into the "Perfect Delivery" program, adopted as the

operations standard throughout company.

. Slashed inbound costs 5%, representing $2M, without service disruption by

unbundling transitions and introducing routing guide compliance measures.

. Improved margins by $1.8M (2%) introducing mandated SOPs, KPIs, and

regular audits to reach financial, safety, claims, and customer service

goals at all locations.

. Decreased inbound costs $3M while raising backhaul revenues $2M and

simultaneously moving on-time performance to 99%, by expertly

consolidating multiple projects.

. Produced $10+M in annual savings to inbound freight through mandated

shipping schedules, routing guide compliance, and freight consolidation

measures.

. Captured $50M in additional revenue achieved through an effective

combination of business development and pricing / logistic solutions to

draw in new customers.

. Contributed to ISO 9000/9002 certification on 2 separate projects.

EDUCATION

Business Administration Coursework

University of Toronto, Toronto, Ontario, Canada

COMPUTER SKILLS

MS Office Suite / TMW / TMS / WMS

OMNI / PeopleSoft / McLeod Systems

MyLogistics / Symbol / Manugistics

Agentek / Highway Master / Qual Comm

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