Customer Service Manager
Resume:
Jefferson Lee
PO Box ***
Grayson, GA *****
OBJECTIVE: To secure a challenging position in a company or agency where
I can utilize my skills and maximize my growth potential.
EXPERIENCE:
10/99 - Present AJA INC., Jacksonville, FL
Market Operations Manager
-Managed all warehouse functions, drivers, deliveries and
installations
operations in the Greater Metro area markets.
-Performed customer service rides with the drivers to
better improve their
overall delivery techniques, customer interactions and to
build stronger
relationships with the delivery teams.
-Monitored the delivery drivers scores to ensure they were
performing
above goal in customer satisfaction, on-time deliveries,
professionalism
and quality of service. Coached and re-trained below-goal
drivers.
-Conducted weekly conference calls with the staffs to find
the root cause
analysis for poor performances and to address any issues
that negatively
impacts the P&L.
-Responsible for developing, measuring and evaluating
performances
as well as enforcing all policies and procedures
including safety awareness.
-Established operational productivity and expense ratios
by analyzing all
opportunities to cut cost and improve efficiency while
maximizing
profits and revenues.
-Directed the compliance training of associates in the
proper handling of
loading/unloading freight for inbound/outbound operations
to ensure
damage-free merchandise to the customers.
-Responsible for maintaining the warehouse inventory
system through precise
daily counts of merchandise to guarantee accuracy
throughout the facility.
-Established visitations to area stores/companies to build
strong partnerships
and to meet with them to discuss any issues or concerns
that might arise.
-Measured the customer service initiative program to
determine the affect
of delivery service, professional courtesy and customer
satisfaction through
the use of such tools as VOC-voice of the customer and
hand-held scan apps
for customer feedback.
-Conducted weekly safety meetings on OSHA regulations and
planned daily
manpower needs to provide a clean and injury-free working
environment of
the facility and equipment.
-Capable of motivating and coaching employees within
a technology-driven
environment by using excellent interpersonal,
communication and
problem-solving skills while also handling multiple
projects and performing
well under pressure to meet deadlines and expected goals.
04/84 - 10/99 ARROW CORP., Jacksonville, FL
Transportation / Operations Manager
- Managed all driver and delivery operations.
- Coordinated exceptional on-time package deliveries
and pick-ups
by monitoring proper dock loading techniques.
- Identified all OS&D freight, incorrect weight and
classification for correct
processing.
- In charge of security checkpoints to ensure no loss
of merchandise.
- Supervised the training and compliance for all
employees.
EDUCATION: WILBERFORCE UNIVERSITY, Wilberforce, Ohio
- Business Management 1984
SKILLS: - Word
- Excel
- Outlook
- AS400
INTERESTS: Sports, traveling, music and politics
REFERENCES: Available Upon Request
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