Customer Service Manager

SHANE E. CASWELL

***** **** ****** ***** *****: 720-***-****

AURORA, CO 80013 EMAIL: *************@*****.***

BACKGROUND SUMMARY

Insightful, solution-focused business manager within the service industry with demonstrated success leading diverse,

multisite teams. Consistently delivered excellent customer service while increasing productivity, streamlining

operations, improving safety and sustainability results.

• Team building and development • Customer/sales training and support

• Vendor/supplier management • Project Management

• Continues improvement / TQM • Union and non-union environments

PROFESSIONAL EXPERIENCE

THERMO FLUIDS, Denver, CO 2012-Present

Headquartered in Scottsdale, Ariz., Thermo Fluids is an environmental solutions company that serves as a "one-stop"

shop of collection and recycling services for waste products, including used motor oil, oily wastewater collection and

processing, spent antifreeze collection and recycling, and used oil filter collection and recycling.

Regional Manager Mountain States Region

Regional manager overseeing five states initially with revenues of over $28 mm and growing to seven states with total

revenues of over $35 mm. This position is responsible for the full operational and sales functions of the business to

include safety, service, productivity, revenue growth and forecasting with full p &l responsibilities. The region consists

of 4 area managers and 8 operational managers with over 100 hourly employees and a customer service/sales staff of 11.

This position reports directly to the COO of the company.

• 2014 Performance Highlights

• Achieved company safety standards for region, a reduction of 72% in trir and 58% in varr

• Established and implemented departmental dispatch and check in procedures.

• Reduced operating expenses by 15% through dispatch/route consolidation.

• Increased existing customer sales by 18% thru effective marketing and customer service representative follow

up calls

• Achieved ebitda margin of over 25%

WASTE MANAGEMENT, Allentown, PA 2008-2012

A $12.5 billion US based waste and environmental services company.

District Manager

Managed the day-to-day operations of the Allentown operations with revenues of over $50MM. Led a team of

7 managers and over 150 employees in ensuring safety, customer service, sales, efficiency and budget performance.

Oversaw personnel needs of the district including selecting, coaching, disciplining, and training employees and

evaluating employee performance. Approved all termination, compensation, and promotional decisions.

• Achieved and maintained an EBIT of 28%, an increase of ten percentage points.

• Achieved 8% improvement year to year on operating metrics while diagnosing and improving service levels,

processes, and procedures.

• Improved safety results, reducing accident and injuries by 200%.

• Received Wildlife Certification for Kutztown Facilities from Wildlife Habitat Council in 2010.

• Finalist for WM Excellence in Environmental Performance Award 2011.

• Successfully renegotiated and extended four municipal contracts, including the City of Allentown, Waste

Management’s largest municipal contract within the Northeast United States.

SHANE E. CASWELL PAGE 2

US AIRWAYS, Philadelphia, PA 2003-2008

A global U.S. based airline with over $11.9 billion in revenues, with its largest regional hub in Philadelphia.

International Ramp Duty Manager

Managed work group consisting of 10 managers, 27 supervisors and 267 agents, and planed and coordinated all ground

handling of flights for international operation in correlation of safety, performance and budget.

• Achieved on time performance of over 85%, improvement of 13%, reduced aircraft damage by 50%.

• Represented the company in grievance, unemployment, and legal hearings. Defended the company successfully

in over 30 cases.

• Reduced budgeted hours by 12% year over year, savings of over $750,000.

• Conducted board of inquiry investigations for all aircraft and ground equipment damages and employee injuries.

International Ramp Shift Manager

• Planned and coordinated all ground handling of 21 flights daily.

• Determined overtime needs within budget based on operational requirements, according to company procedures

and/or applicable union contracts.

• Evaluated personnel of 9 ramp supervisors and 54 agents provided necessary counseling, coordinated training,

and informed personnel relative to procedural and/or policy changes/additions.

• Provided quality control in all areas of responsibility, including facilities, customer handling, equipment, and

personal appearance.

Customer Service Manager

• Organized, directed, and coached 6 supervisors and 36 customer service agents, while handling customer

service challenges.

• Developed and coached agents on proper customer service procedures. Implemented and enforced policies that

are consistent with US Airways.

• Maintained personnel files, status changes, terminations, and transfer paperwork. Assisted with the budget and

payroll.

UNITED PARCEL SERVICE, Taylor, PA 1996-2002

A global package delivery company that delivers more than 15 million packages a day to 6.1 million customers in more

than 220 countries and territories around the world.

Sort Supervisor

Supervised over 50 hourly employees with team of supervisors to ensure the processing of packages in a timely manner.

Managed staffing, internal/external customer service, payroll, revenue recovery, international shipments and hazardous

material handling, while achieving safety and productivity goals.

• Supervised the processing of over 12,000 packages per night.

• Increased efficiency gains year over year by 2%.

• Increased revenue recovery by 10%.

UNITED STATES MARINE CORPS 1992-1996

• Served with infantry ground unit, received honorable discharge.

• Meritoriously promoted to corporal.

• Marine of the Quarter, Spring 1994

SHANE E. CASWELL PAGE 3

EDUCATION AND PROFESSIONAL DEVELOPMENT

MBA with Honors, Concentration in Finance and International Business

Wilkes University

B.S. Business Administration, Concentration in Marketing/Management

Pennsylvania State University

Professional Development:

• Successfully completed company sponsored leadership school at US Airways and UPS.

• Certified 40 hour Hazwopper Responder

PERSONAL AFFILIATIONS

• USMC Toys for Tots Administrator

• Delta Mu Delta- International Honor Society for Academic Excellence

• American Legion- Society for United States Veterans

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