Customer Service Manager

Currently seeking a position with a company demanding a professional with

demonstrated success in delivering excellent customer service, staff and

team management and optimization of business efficiency

Detailed orientated and highly motivated professional with 15 years of

extensive experience in all facets of business emphasizing operations

management, general management, project management, profit & loss,

cultivating customer relationships, market saturation, establishing

clientele, and customer service. Decisive and direct, yet flexible in

responding to the constantly changing demands of staff, customers, and

operations throughout the company. Strong leadership and motivational

skills; proven ability to quickly build rapport, establish trust, train and

motivate people of all levels. Recognized for professionalism, positive

mental attitude, commitment to excellence, and demonstrated ability to

communicate and interact effectively with executive management, associates,

and customers. Equally skilled in business planning, goal setting, and

directing day-to-day operations to achieve objectives. Excellent

interpersonal skills and able to communicate and collaborate effectively

with co-workers at all levels. Areas of Expertise include:

P&L Management Lean Process Management Revenue Goal/Growth Attainment

Turnaround Strategic Planning Financial Plan Development

Customer Service Performance Standards Logistics

Total Quality Management Labor Savings Cross-Functional Team Leadership

Strategic Planning Internal Auditing Multi-Site Operations

Training and Leadership Planning and Deployment of Sarbanes-Oxley (SOX)

Development Operational Assets

Business Development Sales Strategy Forecasting

Career

Highlights

Operations Management

< 21.2% ($348,000 yearly average) reduction in labor cost through analyzing

and assessing facility operations and engineering

< 10% YOY increase in Colorado market route productivity

< 100% D.O.T. compliance through the monitoring and maintenance of company

equipment

< 100% service achievement for all lines of business

Business Improvement

< $1.93 million per year operating cost reduction through the streamlining

of company training programs

< 90% increase in Denver profitability through the revision of route

structure, streamlining vault processing, optimizing scheduling and

capturing additional customer billing

< 87% increase in Tucson margin contribution

< 22% increase in employee productivity through the implementation of an

employee empowerment program

Problem Resolution

< Resolved all safety issues and ensured effective and timely compliance

with the safety measures

< Anticipated potential problems and resolved issues including equipment

failure, line haul breakdowns and staff turnover

< Developed a core marketing strategy to ensure achievement of revenue

targets and 100% customer satisfaction

Administration and Management

< Successfully aligned business planning and financial processes with

performance improvement and business risk-management activities

< Teamed with supervisory staff in evaluating employee performance,

addressing and resolving problems, and ensuring compliance with quality

and quantity standards

< Implemented customer satisfaction surveys for both employees and clients

Professional

Experience

UPS MAIL INNOVATIONS (2013-Present) Denver, CO

Awarded 3 promotions with increasing responsibility during the 5 years of

employment with this Fortune 500 Company. Brink's is a global leader in

security-related services for banks, retailers and a variety of other

commercial and governmental customers. Our services include armored car

transportation, money processing, long-distance transport of valuables,

vaulting and other value-added solutions. We employ about 70,000 people who

serve customers in more than 100 countries.

District Account Manager, Southwest Market (2013-Present) Denver, CO

Responsible for the development of complex sales strategies and proactively

searching for new opportunities within Colorado, Wyoming and Montana through

the effective use of target marketing and networking. Also responsible for

the development of multi-level customer relationships to uncover expedited

mail needs of key decision makers (i.e. C level executives, Logistics,

Operations, Transportation and General Managers) as well as anticipate the

needs of prospective customers and develop solutions and client specific

proposals. Focused on the integration of customized technology solutions to

retain and penetrate expedited mail needs as well as provide a clear

understanding of cross functional support areas such as UPS Operations,

Finance and Solutions.

Achieved 52% increase in actual to plan in the first six months in position

Book of business currently 130% to plan for 2014

Analyzed existing sales strategies and implemented improvements needed to

increase profit and optimize product awareness; Developed new sales

strategies

Cultivated new and existing business relationships through persuasive

presentations leading to profitable business closes.

Brink's Inc.

2007-2013

Awarded 3 promotions with increasing responsibility during the 5 years of

employment with this Fortune 500 Company. Brink's is a global leader in

security-related services for banks, retailers and a variety of other

commercial and governmental customers. Our services include armored car

transportation, money processing, long-distance transport of valuables,

vaulting and other value-added solutions. We employ about 70,000 people who

serve customers in more than 100 countries.

City Manager, Denver Market (2011-2013) Denver, CO

Responsible for the administration and efficient daily operation of a $8.8

million dollar full-service branch, including Cash in Transit Services, ATM

Services, Coin Services, Cash Vault Services, Check Imaging, and Security

and Safety in accordance with Brink's objectives. Oversee operations for

Colorado, Wyoming and Nebraska. Provide leadership and direction for 109

team members.

. 98% increase in YTD profit margin, resulting in a $476,430 increase in

contribution for 2011 and an additional $220,283 YTD for 2012.

. 15.5% YOY reduction in outside labor. 16.6% YOY reduction in inside

labor realizing an overall reduction of 21.2%

. 21% ($158,820) reduction in chassis repair in 2011 through weekly

monitoring and reporting as well as close communication with branch

mechanics and vendors. Down an additional $40,135 YOY for 2012

. Reduced Colorado market fleet age through the reduction of old units

and acquiring more efficient units resulting in an increase in fuel

mileage producing an estimated fuel savings of $7,800/month.

. Reduced total cost of risk YOY by 4%. Zero losses for 2011 and zero

losses for 2012.

. 60% FTE reduction through improved efficiency

Branch Manager, Tucson Market (2009-2011) Tucson, AZ

Responsible for the secure, safe and efficient 2 million dollar operation

covering southern Arizona. Lead a dedicated staff of 25 team members to

optimize individual and team performance as well as ensure branch

compliance with all company policies and procedures. Leveraged systems,

equipment and process redesign to drive continuous improvement in cost,

quality and efficiency.

. 69% increase in profit margin first year in position. Finished with an

87% increase while in position

. 27% reduction in inside labor through process efficiency and branch re-

structure with a 13% reduction in total labor

. 69.1% maintenance labor reduction through streamlining processes and

restructuring vendor agreements

. Achieved branch profit sharing for the first time in over 5 years

Operations Manager, Southwest Region (2007-2009) Phoenix, AZ

Provide management and leadership support for 9 armored CIT branches in 5

states. Based out of the Phoenix branch, assisted in providing direction

and organization for branch management to ensure route productivity and

minimize labor costs associated with overtime

. Managed the Phoenix recruitment process from screening to selection and

induction

. Gather, analyze and distribute initiatives to promote lean process

management within the Southwest Region

. Traveled within the Southwest Region to implement cost-cutting measures

and ensure compliance

. Interim Branch Manager in Denver, CO December 2008 - February 2009

FedEx Ground

2000-2007

Awarded several promotional opportunities with increasing responsibility

during the 7 years of tenure with this Fortune 500 company. FedEx Ground is

a leading provider of ground small-package delivery services, providing

service to the U.S. and Canada. FedEx Home Delivery, the industry's first

ground service dedicated to residential delivery, is available from FedEx

Ground and is backed by a money-back guarantee. FedEx Ground segment

financial results include FedEx SmartPost, which specializes in the

consolidation and delivery of high volumes of low-weight, less

time-sensitive business-to-consumer packages using the U.S. Postal Service

for final delivery to residences.

Regional Manager, Preload Quality (2005-2007) Sacramento, CA

Managed and oversaw the creation and implementation of operating plans for

15 distribution centers in 3 states to ensure efficient completion of daily

operations and delivery of 95,000 - 110,000 packages per day. Performed

tactical and strategic organizing, planning and control of all inbound

production activities

. Created and developed strategic plans to meet delivery deadline of all

packages and to achieve company goals with an increase in preload

(overnight) productivity of 87%

. Oversaw the opening of one new terminal in South San Francisco that

started ahead of plan and remained ahead of plan through my departure

. Reviewed, created and distributed reports to executive management as

well as direct and indirect reports

University Instructor/Corporate Trainer (2003-2005) Tempe, AZ

Created and developed curriculum utilizing strong research, analysis,

planning and coordination skills. Demonstrated technical expertise in the

areas of facility management and leadership.

. Planned and secured all travel arrangements while adhering to company

budget allowances

. Extensively traveled across the country to provide support for facility

management in the areas or reorganization, employee retention, and

teamwork with an emphasis on productivity

Operations Manager, Pick-Up and Delivery (2002-2003) Torrance, CA

Administered and supervised the product management functions including

sorting, delivery and proper storage of packages and ensure to meet time

frames. Direct and lead employees to ensure the proper handling of

packages.

. Provided communication and feedback to direct reports and upper

management

. Performed functions including training, safety maintenance, retention

and achieving productivity goals

. Served as a liaison between FedEx Ground and contractors providing

delivery and pick-up of its packages

Operations Manager, Inbound Freight (2001-2002) Torrance, CA

Managed, led and directed the consolidation and distribution of packages

including the loading of package vans within a prescribed time frame to

ensure on-time dispatch.

. Administered and oversaw the hiring and training of qualified employees

. Created and developed strategic plan to minimize dock cost and increase

efficiency

. Provided ongoing assessments and performed action plans for upper

management

Operations Manager, Outbound Freight (2000-2001) Torrance, CA

Managed and performed duties including unloading, sorting and distribution

of 40,000 packages to 27 destination hubs within a 6 hour timeframe.

. Review volume availability to determine sort start times to ensure the

adjustment of staffing to support freight volume

. Directed a workforce of 75 team members including 2 full-time and 2

part-time managers

Snap-On Tools Corporation

1997-2000

Sales Representative (1997-2000) Santa Monica, CA

Facilitated and handled direct sales in a highly competitive automotive

territory. Consistently met assigned sales performance and profitability

criteria through up-selling and leveraging business from new and

established customer relationships

. Maintained strong, sustainable relationships with clientele through the

execution of active listening and the ability to forecast customer

needs

. Increased customer base by 50% resulting in the increased visibility of

the business

. Repeatedly maintained annual sales of more than $400,000

Award and

Recognition

. Most Improved Branch, 2012 ( Achieved a profit margin increase of 51% YOY

and ahead of 2012 plan

. Most Improved Labor Results, 2012 ( Achieved a reduction of 7.6% and

ahead of plan by 8.9%

. Best Risk Award, 2010 ( Achieved 1 year with zero losses, crashes and

injuries

. Process Improvement Award, 2004 ( Streamlined curriculums saving the

company an estimated 1.93 million dollars

. Ops Manager of the Year, Western Region, 2002 ( Exceeded service and

productivity goals as well as safety compliance

. Best Inbound Operation ( October, 2002 ( Western Region

. Best Outbound Operation 2001( Western Region,, Western Region ( Most

Improved Dock for 2001

Education and

Training

Family and Consumer Science ( California State University ( Long

Beach, CA

Gamification ( Penn State, Wharton School of Business ( University

Park, PA

Inspiring Leadership through Emotional Intelligence ( Case Western

Reserve University ( Cleveland, OH

TQM (Total Quality Management) Certification ( FedEx Ground (

AS400, Microsoft Suite, PeopleSoft, People Fluent, Advantage SBS Payroll,

Kronos ( FedEx Ground/Brink's Inc. (

Community

Activities

( Mentor- Youth Services at Goodwill, ( Fortuni Soccer Club ( California

State University, Long Beach Soccer Club ( USAT (USA Triathlon) ( American

Federation of Brazilian Jiu Jitsu(

Contact this candidate