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Customer Service Manager

Location:
Butler County, OH
Posted:
November 13, 2014

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Resume:

Edward J. Kondrad

724-***-****

acgpqc@r.postjobfree.com

PROFILE:

A proven professional with successful performance in a variety of

progressing management and enterprise level roles. Highly skilled in cross-

functional team building and leadership. Proficient in the development and

execution of: business transformation initiatives, supply chain

optimization, strategic initiatives, new business development, solutions

development, systems implementations, project management, operations

management, marketing, financial analysis, commercial contracting and

business operations management across Transportation and Distribution

Business Units.

EMPLOYMENT HISTORY:

McClymonds Supply & Transit, Slippery Rock, Pennsylvania

Systems and Dispatch Operations General Manager

01/14 - 04/14

Accountable for Dispatch team leadership of six Dispatchers routing a fleet

of nearly four hundred Trucks and the management of the routing and

Dispatching TMS. Responsible for development and implementation of the

companies strategic vision as it relates to Business and Systems Process

reengineering.

Independent Supply Chain Consultant, Youngstown, Ohio

Implementation Project Manager - OTM

09/13 - 12/13

Project Management of TMS implementations across multiple sectors of

industry including but not limited to operations, infrastructure, systems,

process design and process implementation.

FedEx Custom Critical, Uniontown, Ohio

Logistics Account Manager

01/13 - 08/13

Accountable for business development and operations management activities

within the FedEx Custom Critical Business Unit within the FedEx Truckload

Brokerage Division.

o Accountable for new business development activity including prospecting,

qualification, pricing, negotiating, contracting, implementation and

ongoing execution of operations

o Design of business process and interface work instructions between

warehouse and transportation operations

o Develop and maintain strong relationships with customers and business

partners including carriers, DC operations and transportation execution

teams across multiple customers.

o Aggressively pursue new revenue growth objectives of 50% quarterly while

ensuring strong profit margins are achieved

Independent Supply Chain Consultant, Youngstown, Ohio

Solutions Development and Implementation - OTM

03/11 - 12/12

Management of new and existing implementations of Oracle TMS across

multiple sectors of industry including but not limited to operations,

infrastructure, systems, process design and process implementation.

o Lead team of functional resources within customer organizations including

transportation and distribution operations, IT, finance project managers

and various stakeholders

o Direct the development of process redesign and implementation

o Develop and manage project plans to ensure project delivery on time and

on budget

o Direct and develop business and functional requirements between

distribution and transportation

o Lead system configuration and testing to support business requirements

for interface requirements between ERP, WMS, TMS and Freight Audit and

Payment company

DHL Exel Supply Chain, Westerville, Ohio

Solutions Development - Enterprise Level

02/05 - 03/11

Accountable for enterprise-level Solution development activities across a

multi-billion dollar enterprise within DHL's North American Contract

Logistics business units and functional teams.

o Execute the pursuit and attainment of $700+ MM in new or renewed business

wins

o Lead the Pursuit, Solution Development, costing, pricing and

implementation across internal and customer

o Responsible for the integration design between ERP, WMS, TMS, Carriers,

and Freight Payment

o Lead and organized the solution development process to include

opportunity assessment and qualification, RFP response, network

optimization, operations solution, OTM system solution, carrier

procurement, costing, pricing, proposal development, customer

presentation development, and customer facing value based proposal

presentations.

Edward J. Kondrad

724-***-****

acgpqc@r.postjobfree.com

o Lead the transportation management work stream within account management

and planning efforts supporting implementation, operations and business

unit management teams resulting in multi-million dollar business

expansion and value creation.

o Develop processes, tools, and training that enable the business units to

effectively win, implement, and operate transportation management

solutions on OTM within a centralized Transportation Management Center

business model

o Accountable for the development and implementation of DHL Exel Supply

Chain's freight payment program which has resulted in the successful

implementation of five major accounts and generated multi-million dollar

savings for clients.

o Successfully lead over 100 new solution development pursuits within a

highly matrixed organization involving interaction with "C" level

internal and external executives within operations, finance, IT, business

development, project management, HR, and legal

Exel Logistics, Atlanta, Georgia

TMS Implementation Manager - Enterprise Level

06/99 - 01/05

Accountable for the management of new business implementations across

multiple Exel sectors of industry including

but not limited to operations, infrastructure, systems, and process

development

o Direct the activity and development of six to ten Implementation

Specialists

o Development of implementation and support team structure, roles, and

accountabilities in support of implementation

of the OTM system.

o Lead implementation of Exel's strategic business processes across

internal functional teams within formalized performance management,

project management, knowledge sharing and CIP.

o Lead solution design efforts across all functional teams

o Facilitated design of new business opportunity qualification processes to

include RFP interpretation, opportunity assessment, proposal content

creation, solution design, and implementation

o Develop and maintain strong relationships with internal customers within

Consumer, Healthcare Retail, Exel Direct (Home Delivery), Technology, and

Chemical Industrial Sectors.

o Manage customer support function for i2 transportation management system

software.

o Accountable for solution development to ensure software set-up and

configuration meets customer requirements.

Waste Management Inc, Atlanta, Georgia

Southeast Region - Logistics Manager - Enterprise level

06/93 - 06/99

Accountable for implementing Logistics best practice across all lines of

business for all southeast region division

o Directed merger and acquisition routing initiative resulting in $1.8 MM

annual savings

o Design and implement logistics processes for field operations Field

requirements include but not limited to training, supporting, and

implementing Caps Logistics Route Pro software

o Managed partnership with software vendor, Caps Logistics

o Exceeded targeted goals related to productivity and profitability

creating net savings of 20% and annual savings of $1.5MM

o Managed a corporate pilot project which tested and developed a version of

the Caps Logistics Toolkit for the roll-off and residential lines of

business resulting in companywide implementations

o Initiated daily procedures to ensure customer satisfaction using Caps

Logistics Toolkit and on-board mobile computing systems

o Maintained a high level of involvement with customers, drivers, sales

departments, customer service representatives, division, and region

management to ensure quality service

o Reduced lost customer rate from 20% to 8%

o Effectively dispatched over forty commercial collection routes

Summary of Qualifications

Extensive experience in Systems Implementation and integration, Business

Development, Customer Service, Operations, Finance, Software Implementation

including Oracle Transportation Management and Project Management. Thorough

understanding of supply chain management and systems to include network

optimization, freight consolidation, distribution center integration and

customer order visibility.

Education: Business Administration, Youngstown State University,

Youngstown, Ohio



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