Customer Service Manager

MICHAEL K. KEANE TRANSPORTATION AND OPERATIONS MANAGER

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Human Resources ~Risk Management ~ Quality Assurance ~ Customer Service ~ Safety

Entrepreneurial, innovative manager with extensive business development experience within highly competitive markets.

Analytical strategist skilled in successfully navigating corporations large and small through periods of accelerated growth.

Collaborative team leader able to develop sound financial objectives, craft long-range strategic plans, evaluate multidisciplinary

operations, and increase revenue and profitability. Strong background in safety, operations, transportation, human resources,

quality assurance, recruitment and training, with the ability to promote synergy across business lines to drive sustained

organizational performance.

Areas of Expertise include:

Administration and Operations Transportation and Freight Human Resources

Business Development Quality Assurance & Control Project Management

Safety & Loss Prevention Staff Recruitment and Training Customer Service

Risk Management Team Leadership Research and Analysis

Regulatory Compliance Industry Networking Budget Management

E XPERIENCE & N OTABLE C ONTRIBUTIONS

MCCORMICK TRUCKING • Murfreesboro, TN• 2010-February 2015

A freight shipping and distribution company

SAFETY COORDINATOR

Led all safety and compliance functions for trucking company with 160 owner operators, 400+ power units, and 400

company drivers transporting mail and freight across 22 states. Completed monthly and annual safety reporting.

Researched physical damage and liability insurance carriers each year. Managed International Fuel Tax Agreement

(IFTA), reporting, Motor Carrier Identification (MCS) 150 reports, all areas of the International Registration Plan (IRP),

and all registrations and renewals.

KEY ACCOMPLISHMENTS:

•Monitored Safety and Fitness Electronic Records (SAFER) scores to ensure all drivers complied with new Department of

Transportation (DOT) hours of service changes, verifying data and disputing incorrect entries.

•Implemented new driver and new hire orientation to coordinate new hires training in 22-state area.

•Revised corporate driver handbook, including safety protocols and information on all departments.

•Reinstated log editing process, researching the best program, training employees, bringing company into regulatory

compliance, and funneling thousands of dollars back to the corporation.

ANYTIME TRANSPORT AIRPORT SHUTTLE SERVICE • Murfreesboro, TN• 2009-2010

Door-to-door shared ride airport transportation service

OPERATIONS/DRIVER

Received all incoming calls to schedule transport between Middle Tennessee area homes/companies and Nashville

International Airport.

KEY ACCOMPLISHMENTS:

•Ensured that all drivers were properly routed and scheduled to provide most efficient and cost-effective service.

•Oversaw dispatch and customer services functions, fielding 400+ calls per day.

VELOCITY EXPRESS • Nashville, TN•2001-2009

A parcel distribution and trucking company.

BRANCH MANAGER

Administered overall business procedures, creating policies and procedures, and developing innovative marketing and

business plans to expand revenue and increase profitability.

KEY ACCOMPLISHMENTS:

5329 Kimsaw Circle Antioch, TN 37013 615-***-****/615-***-**** ********@*****.***

•Provided distribution services for 3 major customers, utilizing independent contractors to deliver an average of 8,000

packages each day to businesses and residential communities.

•Restructured all routes to increase efficiency and profitability while maintaining 98.9% or higher weekly customer

satisfaction rate.

MICHAEL K. KEANE/PAGE 2

UNITED ROAD SERVICES, INC. • Nashville, TN•1998-2001

A leading provider of equipment towing and recovery services.

GENERAL MANAGER

Held key responsibility for financial administration and operations for 5 separately held organizations. Developed

policies and procedures to create innovative sales, marketing, and business plans. Managed overall human resource

recruiting and development. Forecasted manpower planning, staffing, and employee skill levels required to meet

operational requirements. Managed, analyzed, and administered operating budget and capital asset projects, initiating

necessary guidelines to control expenditures and increase productivity. Investigated and monitored facilities and

procedures to ensure adherence with OSHA, Worker’s Compensation, DOT, and Interstate Commerce Commission (ICC)

regulations.

KEY ACCOMPLISHMENTS:

•Executed company-wide reengineering and market repositioning to grow revenue and increase bottom line, moving

organization from bad debt to profitability.

•Managed 150+ personnel and more than 110 fleet vehicles.

•Created and implemented comprehensive risk management policies and procedures, and directed all facets of loss prevention

program.

•Led training and safety classes.

COURIER DISPATCH GROUP, INC. • Nashville, TN•1992-1998

Courier company for the State of Tennessee, the largest schedule carrier of its kind in the United States

PERSONNEL/SAFETY MANAGER

Established, organized, and directed overall personnel and safety operations. Managed all facets of loss prevention.

Facilitated training and safety classes. Investigated and monitored facilities to ensure compliance with all rules and

regulations.

KEY ACCOMPLISHMENTS:

•Recruited, interviewed, and hired 172 drivers and 4 site managers for the State of Tennessee.

•Launched a series of internal realignment and reorganizational initiatives to meet changing workloads and operational

requirements.

•Created, developed, and implemented the company’s first risk management policies and procedures.

•Provided instruction to all new associates on safety and driving procedures.

•Developed and implemented driver and employee incentive plans and safety award programs.

T ECHNICAL S KILLS

Proficient in Microsoft Office (Word, Excel, and PowerPoint), RealTracs, Windows, and Word Perfect

5329 Kimsaw Circle Antioch, TN 37013 615-***-****/615-***-**** ********@*****.***

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