Customer Service Manager

Tony C. Bernard

***** ************ **** ***** ****:901-***-****

H :901-***-****, H :281-***-**** email: *****@*****.***

Career Objective:

I am a dynamic and innovative professional who excels in unstructured problem solving possessing outstanding critical thinking, strategic planning and organizational skills; I am an effective leader capable of working independently. I also value and work well in team environments. I am a results oriented professional with an accomplished career in operations management and business development. I am ready to contribute my experience in the areas of transportation, manufacturing, warehousing and supply chain management.

WORK EXPERIENCE

Site Manager, Houston, TX 77070

Exel Global Logistics, 2015-Present

Organizing shipments

Coordinating drivers, vehicles, loads and journeys

Negotiate contracts

Developing and confirming schedules

Developing alternate solutions and disaster recovery procedures

Preparing paperwork for regulatory bodies

Leading Teams to perform at level exceeding corporate goals

William Sonoma, 2013-2015

On-Site Manager, Olive Branch, MS. 30143

Develop and execute strategy to drive sales and build customer loyalty through store programs including; networking, culinary classes and events, credit card, gift registry and community outreach.

Model exemplary service and ensure managers perform effective floor supervision to drive sales while maintaining exceptional customer service and visual presentation.

Train and motivate all associates through on-going programs in sales, customer service and product knowledge.

Compass Intervention Center, 2011-2013

Community Counselor Supervisor, Memphis, TN. 38125

Ability to build a team of 22 effective counselors, counseling relationships with students, individually and collectively, that will assist them in developing self-awareness.

Identifying issues that affect academic success and developing decision-making skills, set individual goals, generate and evaluate alternatives, and make informed decisions.

Counsel and advise adult students with disabilities within a post-secondary institution.

Knowledge and/or experience in areas of academic, transfer, career planning and graduation counseling/advising.

Residential/Business USAA-Sales 2010-2014

ADT Security Services, INC. Memphis, TN 38116

Sell products within assigned territory, maintaining assigned sales quota and following established guidelines. Achieved 166% of quota for 2012.

Present sales presentation and proposal to prospects, giving clientele the advantages of Security ROI

Maintain customer retention by quarterly and annual follow up.

FedEx – 1986 - 2010

Sr. Operations- Airport Logistics-Ramp Mid-Ops Manager, 2005 – 2010, Tampa, FL

Recruiting, Select, Train, and develop staff of approximately 40-50 hourly/non-exempt personnel.

Handle volume from 13k-17k during high volume peak seasons where my operations successfully sorted volume(s) at 475 pph over achieving in productivity.

Plan and direct staffing control to ensure a high level of service, and productivity as it relates to meeting and exceeding effective sorting freight goals, for on time Aircraft & Truck Departures/Launches hitting goals on all metrics.

Establish goals to ensure cost effectiveness in all areas of responsibility, including service frequency, on time launches of trucks, staffing and hours worked.

Direct and control receiving and building of heavyweight freight, working with IDA’s (International Document Agents)

Exceeded all Key Performance Indicators (KPI’s) – Productivity, Safety, P&L and On-time Dispatch.

Sr. Operation Ops Manager, Heavy-Weight Distribution Warehouse Weight-2002 – 2005, Charlotte, NC

Managed single location (CLTRT) Charlotte Ramp

Conduct Quarterly visits to all heavyweight account(s) to ensure Operation Excellence

Team consisted 5 Sales Representative and 55 Agents and Customer Services Professionals

Field aircraft and CTV operations (inbound and outbound aircraft and truck operations)

Achieve planned goal for Ramp Ops and Sales on all metrics; 98% On-Time delivery, plan 80%

Participated in Market Council Meetings for cross divisional success

Knowledge of Lean manufacturing

Performed (SCIT) Safety Continuous Improvement Team meetings. Brought down accidents and injuries by 75 percent of the district goals.

Senior Manager, Heavy-Weight Distribution Freight 2001 – 2002

Charlotte, NC

Managed multiple locations – (Charlotte - CLTR, & GSOR Greensboro)

Completed Weight and Balance for outbound 727, DC-10 and MD-11 flights to LAX, BNA, MIAX, MEMH, and IAH ramps and hubs.

Team consisted of 7 operations managers, 125 – 200 Agents and Customer Services Professionals

Financial Budget: Charlotte 4.5 Million, Greensboro 2.5 Million per year

Monitored Budget Variance Report for 100% compliance.

Lead and chaired monthly Market Council meetings for cross divisional success

Lead United Way Campaign for entire region, reported up to the Vice President

Perform 1 on 1 meeting with managers to give individual focus and attention as well as provide coaching and feedback using company performance metrics.

FedEx-Manager-Import/Export Trace/Claims Department-Customer Service-Call Center,

1995 – 2001

FedEx Express, Memphis, TN

Ensured appropriate follow-up and feedback for any customer requiring management assistance up to and including VP level.

Select/Hire, train, and develop subordinate staff of approximately 80 hourly/non-exempt Agents.

Complied and recorded statistics for use in determining the root cause of customer problems via Queue request.

FedEx-Expediting Coordinator, FedEx-Handler/Sr. Handler, 1986 – 1995

FedEx Express, Memphis, TN

Scanned freight so that it could be traced if not expedited on commercial airlines.

Unloaded aircraft containers of freight routed to the Memphis Hub

Professional Experience

Retail Sales, 2001 – 2003 Dillard's Department Store

Manager, 1993 – 1997 Toni’s Bar and Grill

Head Server, 1986 – 1993 Red Lobster

License Affiliate Broker, 1986 – 1998 - Shaw Realty

EDUCATION

University of Phoenix, M.B.A. in Human Resource Management. 2014-2015 (expected graduation date)

University of Phoenix- Achieved Bachelor of Applied Science (B.A. Sc.) 2010

University Of North Carolina- Course work towards B.S. in Psychology 2006-2007

Christian Brothers University- Course work towards B.S. in Psychology 2004-2006

Hillcrest High School-Memphis, TN –DIPLOMA -1985

Awards & Achievements

Ramp of the Year – 2005 – On Time Launches,( Arrivals and Departures)

(COE) Circle of Excellence – 2005 – Based on Sort KPIs

The Five Star Award - 2009 - Based on On-Time Performance, Achieving Budget plan, Customer Service

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