Customer Service Manager

HERBERT D. FRAZIER

**** ******* *********: 832-***-**** WK

Houston, Texas 77078 832-***-**** HM

**************@*****.***

OPERATIONS MANAGEMENT PROFESSIONAL

Operations professional with experience in logistics and warehousing, quality control and process improvement. Proven expertise in reducing costs, minimizing employee turnover and achieving efficiency gains.

PROFESSIONAL EXPERIENCE

DynCorp International July 2011-Sept.2014 Material Control Supervisor Afghanistan

• Maintains inventory control of Authorized Stockage List (ASL) of nearly 20,000 lines valued at

$ 20,000,000.00 with 99% accurate accountability

• Instrumental in preparing multi-site warehouse operations for two successful Property Management System Analysis (PMSA) audits conducted by Defense Contracting Management Agency (DCMA)

• Selected over peers to manage full warehouse operations in absence of Warehouse Manager

• Supervises a multi-national staff of over 50 employees building cohesion to achieve organizational goals

• Ensures accurate input into DynMRO system of request orders, receiving, inventories, issues and shipping of materials to included document control filing

• Requisitions materials and establishes delivery to departments according to priorities and anticipated availability of materials.

• Implemented improved yard management procedures and trained staff to minimize product damage and loss

• Provides a high level of customer service and client relations based on outstanding communication and interpersonal skills

• Collaborates with Senior Management to define warehouse responsibilities and priorities

• Trains and supervises employees to ensure compliance with Performance Work Statement (PWS), Statement of Work (SOW) and applicable Safety regulations

UPS Freight August 2010-July 2011 Operations Supervisor Houston, Texas

• Coordinated schedules of drivers, equipment and freight among various locations directing movement in the most efficient and safe manner

• Planned and scheduled daily operations to optimize resources and maximize profitability

• Managed driver performance by building relationships, establishing company performance objectives with drivers, monitoring performance and taking proper disciplinary action

• Provided accurate and detailed information regarding directions, load information, pick-up/delivery times and other special load related information

• Responded to and provided for trained staff response to operator accidents and incidents, ensuring appropriate collection of information, documentation of events and reporting per company policy

YRC Freight October 2006-August 2010 City Operations Manager Houston, Texas

• Managed a subordinate supervisory team and pool of over 120 drivers providing overall direction and assignment of work in order to meet customer expectations and company goals

• Reviewed key performance indicators of work groups and developed procedures and schedules to improve efficiency and performance of team members

• Redirected resources as necessary in response to changing priorities, resource availability and company directives

• Analyzed electronic data ensuring accurate and timely information was available for effective decision making

• Monitored compliance with Safety and Department of Transportation regulations

• Prepared composite reports to meet internal and external recurring and ad hoc requirements

• Resolved internal and external conflicts and grievances

SAIA Motor Freight July 1996-September 2006 Dispatch Supervisor Houston, Texas

• Directly managed dispatch personnel ensuring that service satisfaction levels and productivity standards were achieved and maintained

• Monitored workloads and assignments, changing priorities as needed and maintaining close communication with appropriate personnel to ensure customer expectations were met

• Monitored terminal operations to ensure compliance with Federal and State government transportation and safety laws

• Evaluated employee job performance and recommended personnel actions such as promotions, pay raises and disciplinary measures

• Supervised and participated in timely identification and resolution of employee issues

Houston (HISD) March 1996-June 2000

Teacher Houston, Texas

• Supplemented full time teacher instruction during after school program

• Combined recreational activities and teaching methods to encourage student participation and material retention

• Balanced delivery of course content with student care.

• Provided technical and advisory assistance to meet educational requirements

• Developed plans to measure student progress and increase parent participation and accountability

EDUCATION

New Mexico State University, B.S. Political Science College of the Sequoias, A.A. Communication

TECHNICAL SKILLS

Microsoft Office: Microsoft Word, Excel, PowerPoint and Access Dyn MRO, SARRS

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