Customer Service Manager

GENEAN R. JONES

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

*** *. **** ***** **. Jeffersonville, IN 47130 502-***-****-cell or

812-***-****-home

SUMMARY OF QULIFICATIONS

More than 18 years of mid and upper level management experience in 3-PL,

small package and supply chain industry. I have the proven ability to

manage multiple clients and job functions. I am highly adept at

understanding financial strategies, exceeding productivity goals and

standards, supervising the shipping/receiving of domestic and international

goods. I am highly valued for providing decisive leadership with the

ability to develop and motivate teams thus resulting in top performers. I

have excellent people and communication skills.

Accomplishments

. As a Supervisor for OMHCL I am responsible improving client business

in the area of on-time shipping, order accuracy, quality and improving

customer relations. I also played a role in maintaining a safe work

environment resulting in 927 days without an injury. In 2014 was

nominated to be profiled on the first Women in Leadership poster.

. At UPS I improved the shipping departments PNR (Profit to Net Revenue)

by 8%, started individual productivity tracking to increase

productivity by 20%, 2008- 2011 was a member of (WLD) Women's

Leadership development, 2009-2011 was a member of the (IRC) Injury

Review Committee, the shipping area went injury free for a year and 6

months.

. At Fed-Ex Ground I was the Rookie Sort Manager of the year 2002, Blue

Ribbon Award from customer Service for going above and beyond, Service

Culture Award 1998, 2005 and 2007, Terminal of the year 2003, 2004,

and 2007, and Top 20 Inbound sort in the nation for 2006 and 2007

PROFESSIONAL EXPERIENCE

OWENS AND MINOR HEALTHCARE LOGISTICS, Louisville, KY 06/2011

- Present

Implementation Supervisor

. Familiar with ISO principles and standards (ISO certified

facility)

. Responsible for the start up of all new clients

. Work with implementations team, operations, IT and inventory

control to set up client in whse

. Order corrugation and supplies for new client

. Organize testing to ensure all WFM and operational systems are

working properly before go live with new clients

Shipping Supervisor

. Familiar with ISO principles and standards (ISO certified

facility)

. Responsible for the start up and launch of 3rd shift shipping

team

. Trained and Lead team made up of 60% temporary labor

. Exceeded goals and standards within three weeks

. Helped to process increased volume from 47K cases per week to

90K

Hybrid Supervisor

. Familiar with ISO principles and standards (ISO certified

facility)

. Responsible for supervising and maintaining entire process of

all small client accounts

. Was the point of contact for all customer service and client

issues

. Worked with peers to ensure, receiving, shipping, and returns

were processed in a timely manner

. Supervised 18 teammates in the DEA, Manifesting, and picking

departments

UPS SUPPLY CHAIN SOLUTIONS, Louisville, KY 03/2008

- 06/2011

Operations Supervisor

. Maintain inventories for over 50 clients

. Supervise the receiving and shipping of both domestic and

international goods

. Plan and conduct cycle counts and perform PI's (physical

inventories) for all clients

. Uphold company financial and productivity goals and standards

. Train employees using JBA's (job breakdown analysis) to ensure

proper processes are being followed

. Conduct annual performance appraisals

Fed-Ex Ground, Jeffersonville, IN 05/2002

- 10/2007

Promoted to Sort Manager I and then II

. Managed 4 direct reports and 70 package handlers

. Processed over 15,000 packages on the inbound sort in 3-4 hours

. Determine staffing needs, conducted interviews, training new

hires and prepared and maintain employee files.

. Hold weekly staff meeting with direct reports

. Administer annual performance reviews

Lateral move to Inbound, Outbound, and OTP Service Manager

01/ 2000 - 05/ 2002

. Managed 31 package handlers

. Made employee schedules, filled out various reports, and data

entry

. Scheduled pick-ups for spotted trailer accounts and dispatched

line-haul

. Conducted daily pre-sort and safety meetings

Promoted to Administrative Coordinator 05/ 1997

- 01/ 2000

. Managed one direct report and five package handlers

. Prepared 20 day audit of employee files, contractor files,

equipment, haz-mat certifications,

. DOT, OSHA, and Government regulations and driver logs.

. Recruited and trained employees, filed reports and data entry.

Fed-Ex Ground, St. Albans, WV 09/1995

- 05/1997

. Package handler (Sept. 1995 - May 1996)

. Promoted to Part-time Coordinator (May 1996 - May 1997)

EDUCATION

WEST VIRGINIA STATE COLLEGE, Institute, WV Bachelors of Science: Business-

Finance

SKILLS

Experienced with MS Excel, Word, PowerPoint and Outlook, Red Prairie,

AS400, Lotus Notes, SAP, TMS,

Connect Ware, Crystal, QVT, Oracle, Vantive, RTM, and 5S initiative.

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