Customer Service Manager
Resume:
Darryl R Kimbrough
******.***********@*****.***
* ******* ** ***.*, Nottingham, Maryland 21236
OPERATIONS MANAGEMENT PROFESSIONAL
. Team Leadership . Training / Coaching . Process Improvement . Multi-Line
Management
Dedicated, conscientious, self-directed professional who works effectively
with people to plan, organize and direct both task and teams to achieve
maximum results. A decisive leader who embraces teamwork, trust, integrity,
and is diligent, focused and energetic. Proven leadership qualities
include:
. P&L Accountability . Service/Efficiency Improvement
. Staff
Management/Development
. Cost Analysis/Reduction . Project Management
. Process
Operation Improvement
. Practical/Realistic . Best Practices
.
Systematic Goal
Attainment
PROFESSIONAL EXPERIENCE
Fleetgistics (Partsfleet, Scriptfleet, Medifleet), Batlimore, Maryland
2010 - 2014
Area Manager, Implementation Manager
Accountable for managing and leading the same day delivery operations in
the Mid Atlantic Region. Proficient in the use of various routing software
programs to ensure route and system optimization, including Map Points and
Streets and Trips. Responsibilities include mentor develop and provide
leadership including performance management to field operations. Develop
and maintain internal and external relationships with customers, customer
service, sale and logistics. Help develop innovative logistic solutions,
cost reductions and improved service, profitability and customer
satisfaction. Manage area costs including driver pay, operations managers
cost, travel and expenses. Consistent analyzing of area metrics to improve
KPI metrics and customer satisfaction. Implementing and supervising
processes and procedures for company that provides same day, dedicated
courier services to a diverse customer base. Instrumental in establishing
Standard Operating Procedures (SOPs), working with clients to develop same
day third party logistic solutions specific to their needs, preparing and
presenting proposals to prospective clients, and working with sister
companies to optimize the utilization of all resources, managers, fleets
and cross docks to achieve the most cost-effective operations while
providing impeccable service
Accomplishments:
. Following initial assessment of company operations, devised and
implemented logistics solutions from "ground zero," including recruiting,
hiring and training managers, creating SOP to improve contracting of
drivers, creating client specific reports, and implementing continuous
process and productivity improvement measures, resulting in lower costs
and improved service
. Successful initial ground zero startups have lead to additional
locations throughout the country from major customers resulting in
millions in revenue at profitable margins. Mentored managers in all
aspects of operations and customer service to better handle existing and
new business.
. Created and facilitated the implementation of many internal processes
and procedures aimed at ensuring the success of new and existing
operations management in the field, by standardization and elimination of
previous practices that were not as successful in improving customer
satisfaction and reducing costs.
DHL, Chantilly, Virginia 2007 - 2009
Station Manager,
Joined DHL in September, 2007 as a Field Service Supervisor was an integral
part in turning (HGR) Rockville, Maryland service station to the top 50 in
DHL USA operation. In July 2008, was promoted to Station Manager of (IAD)
Dulles, Virginia station. At that time it was DHL USA largest airport
operation with 35 bulk trucks dispatched daily.
IAD also had a pickup and delivery operation that serviced parts of
Northern Virginia, West Virginia and Maryland.
Led a team of 10 managers and 115 employees. Responsibility for $14.4M
budget on revenues of over $60M yearly.
Worked closely with the District Sales Manager and Account Executives in
securing new accounts and finding solutions for existing customers in order
to solidify partnerships and maximize account retention. Also responsible
for all aspects of personnel management, including employee relations,
recruitment and retention of supervisors and staff, personnel training and
development, coaching/mentoring employees, and motivating staff to
facilitate team performance.
When DHL dissolved the domestic operation in November 2009, IAD was ranked
20th best out of 150 Service Stations in DHL USA. Prior to that the highest
ranking was 75th.
Recognition:
. Named Regional Station of the Year and District Station of the Year
for 2009.
Key Bank, Cleveland, Ohio 2005 - 2007
Section Manager II Mortgage Servicing
Responsible for the day-to-day supervision of a mortgage loan servicing
research and maintenance team performing a variety of loan service
processing for LOB partner Champion Mortgage Typical sections supervised
include loan and borrower related exception processing, manual control
suspense accounting, payoff quotes, credit bureau reporting, tax and
insurance monitoring. Assigns routine tasks and special projects to loan
service personnel.
Lead the team in an effort to attain goals and develop employees. Develop
and implement procedures for Subprime mortgage and HELOC servicing,
ensuring that they are carried out according to established policies.
Identify areas needing improvement and implement changes and operational
improvements to enable department to maximize efficiency, quality, and
customer service. Take an instrumental role in identifying technology
needs, including updating and testing of new technology and software.
Recognition:
. Highly Effective rating from the Consumer Risk Review Auditors.
Darryl R Kimbrough
Page 3
PROFESSIONAL EXPERIENCE
Ohio Savings Bank, (now New York Community Bank) Cleveland, Ohio 2000 -
2005
AVP, Mortgage Operations Group Manager
Responsible for coordination of Funding, Post Closing Audit of both retail
and wholesale loans, Quality Assurance, Investor Delivery and the National
Sales Force activities for Wholesale Lending.
Managed and administered activities of a staff of 70+ to ensure that
procedures and practices conform to Investors and Company requirements.
Managed a Mortgage Operations that in the last 5 years sold over $60
billion in mortgage loans and securities.
Determined controls needed to increase production, income, reduce risk and
improve customer service, making recommendations to identify and monitor a
minimum trend of $2 billion a month in Loan Purchases.
Developed and prepared budget, monitored expenses, identified and evaluated
variances, and initiated controls to ensure adherence to the budget.
Recruited, hired, trained and administered disciplinary action and
performance evaluations for staff.
EDUCATION / TRAINING
Attended Morgan State University, Baltimore, MD
Professional Development
Manager Orientation-Customer, Coaching & Developing Others
Delegating for Increased Productivity, Interviewing for Result,
Claims Default Reporting, Harassment Awareness for Managers,
Transformation, Dealing with Difficult People, Evacuation Safety Session,
Leading Change
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