Customer Service Manager

OBJECTIVE

To leverage a broad range of business knowledge, administrative, customer

service and communication skills to foster the growth and success of my

team.

SUMMARY OF QUALIFICATIONS

. Dual Citizen - United States / Canada

. Over fifteen years of experience managing, supervising and training

teams while providing excellent customer service at a variety of

companies and industries

. Familiarity with safety and compliance regulations across a broad base

of business environments

. Extensive experience working with diverse groups, facilitating their

collaboration and building strong relationships

. Self-motivated, flexible, resourceful and a tenacious problem solver

PROFESSIONAL EXPERIENCE

Operations Manager

September 2011 - Present

4 Refuel

Calgary AB

. Manage a team of 22

. Reduced overtime hours from 22 to 9%

. Logistical coordination of 300 deliveries on over 15 routes

. Performance management

. Manage work flow to ensure effective, complete and on time departure

of 15 delivery vehicles

. Significantly reduced the incidence of monthly on the job accidents by

enforcing strict adherence to safety and compliance regulations

. Ensure internal/external customer service

. Fleet Management

Terminal Manager

December 2009- August 2011

Byers Transportation System

Calgary AB

. Recruit, train and lead team of 40

. Resource planning and coordination to move over 800,000 pounds of

freight daily

. Responsible for efficient and economic operation of a 25,000 square

foot terminal with 26 doors, equipment and workforce with regard to

cost and quality as warranted by volumes and tonnage

. Oversee and monitor effectiveness and scheduling of terminal

operations and administrative staff

. Ensure internal/external customer service

. Fleet Management

Operations Supervisor

August 2008 - November 2009

DHL Express

Calgary AB

. Supervised, led team of 60

. Logistical Coordination to deliver over 10,000 express and ground

pieces daily

. Performance management

. Ensure internal/external customer service

. Fleet Management

Operations Manager

September 2001 - July 2008

International Courier Xpress

Calgary AB

. Managed, trained and led a team of 22 including coordinating 18

drivers on routes delivering 2,500 pieces daily

. Maintained a 2% overtime rate while ensuring on time, next day

delivery at 99% effectiveness.

. Managed $1.0M budget

. Fleet Management

. Ensure internal/external customer service

Police Officer

April 1997 - November 2000

New York City Police Department

New York NY

. As a member of the NYPD, enforced laws, investigated crimes, made

arrests, conducted warrant inquiries and maintained log and memo books

Supervisor

January 1996 - April 1997

Ogden Aviation

New York NY

. Supervised, trained and led a team of thirty Security Checkpoint

Screeners with FAA high security clearance ensuring compliance and

security procedures were enforced

. Supervised and trained twenty Baggage Handlers

. Researched and compiled ten year, verifiable, background checks on all

employees

Operations Supervisor

December 1987 - June 1994

United Parcel Service

New York NY

. Supervised and led a team of fifteen ensuring over 300 on time pickups

per day while meeting the Company standard on time delivery

performance of 99% of all next day and 2nd Day parcels

. Managed employee onboard training and development while ensuring the

Center was adequately staffed

. Safeguarded customer satisfaction with onsite visits/audits to manage

proper workflow to and from customer sites

. Fleet Management

. Ensure internal/external customer service

Education

Baruch Business College-Undergraduate Studies-New York NY

NYC

Police Academy

Rockport University-Supervisor Workshop

Computers

Microsoft Office Suite - Word, Excel, Outlook, Windows 98 and 2000, Lotus

Notes,

AS400

T.D.G., Standard First Aid, C.P.R., WHMIS

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