Service Customer

MICHAEL LUK

***** *. ********* **** ***. ****, Oklahoma City, Okla. 73142 972-***-**** ********@*****.***

SUMMARY

I’m an internally motivated leader that is hungry to learn and utilize my education and experience to achieve objectives and exceed

expectations. I thrive in a dynamic environment, as I enjoy pursuing continuous learning and improvement. I am always looking for ways

to improve an operation and create successful outcomes on a daily basis. I’m goal oriented and strive to drive results in all aspects of my

work.

EMPLOYMENT

Con-way Freight; Oklahoma City, Okla.; Freight Operations Supervisor March 2014 - Present

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Recruited to a service center with an overhaul in the management team to revitalize an operationally challenged service center.

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Through the creation of several innovative processes, reduced damages to freight by 15%, increased Pickup and Delivery (P&D)

productivity by 12%, increased dock productivity by 9% and reduced employee turnover by 22%

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As the inbound freight planner, strategically routed incoming freight from seven regional freight assembly centers to be

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delivered on local P&D routes. At times, utilized a tactical approach in response to unforeseen incidents, such as delayed

freight arrivals.

As a dock supervisor responsible for a cross-dock operation with a crew of nine processing up to 500,000 pounds of

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freight on the inbound, oversaw material freight handling, loading and unloading of trailers, and coached underperforming

personnel through the use of standard work instruction to drive improved results and goal attainment.

As a dispatcher, generated successful outcomes by organizing thirty nine Driver Sales Representatives (DSRs) in an

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efficient manner that enabled them to service our customers through on-time deliveries and fulfillment of pickup requests.

As a member of the LEAN management team, spearheaded multiple campaigns utilizing visual management, process

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development, and waste elimination in order to maximize our operational efficiency.

n Developed a comprehensive inbound process assessment that allowed management to determine which employees were

underperforming in specific areas, and how to best coach the individuals to improve and hit target metrics.

Adopted the role of handheld device agent and subject matter expert by tracking, repairing, and submitting devices for

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replacement in addition to providing training and instruction on their use to team members across the service center.

Generated business intelligence reports through gathered operational data to further our understanding in key areas of

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improvement, e.g. damages and delivery exceptions.

Honda Financial Services; Irving, Texas; End-of-Term Analyst November 2013 – March 2014

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Hired as an associate in a call center environment, learned how to operate under fair debt collection practices, assist consumers

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navigate personal property tax laws, and resolved collections due from end of lease fees. In the first month post-training, finished the

period second in terms of dollar amount collected, and maintained a top five department ranking for the duration of employment.

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Managed incoming telephone calls and provided engaging customer service to answer inquiries regarding delinquent

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accounts for lease-end vehicles.

Identified and facilitated resolutions to customer issues in an equitable manner for both the customer and the company

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Negotiated payment arrangements on past owing receivables to maximize collection potential.

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Mediated between customer and dealer relations in order to resolve contract and purchase conflicts.

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Austin College; Sherman, Texas; Volunteer Services Coordinator September 2010 - May 2013

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Voted on to the student-run service organization as a member and later as co-chair, directed eight subcommittees that formed the

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operations of the service station. Organized four annual events that raised thousands of dollars and volunteer hours for both local and

international not for profit organizations. Led three alternative spring breaks to various locations across the United States with a

mission to participate in the re-building efforts of communities that suffered from natural disasters.

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Researched relevant local organizations to coordinate additional volunteer opportunities for Austin College students.

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Collaborated with local organizations to coordinate and execute service events, projects, and annual programs.

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Developed, implemented, and participated in objectives and initiatives to increase the Service Station’s visibility.

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Abdullah Al Ghurair Ltd; Dubai, United Arab Emirates; Business Development Intern September 2011 - January 2012

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Interned at the Dubai International Financial Center with an investment group focused on foods, construction, resources and

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properties, with additional sector participation in energy, printing, retail, and education. Gained vast insight on the diverse B2B and

B2C sectors in the Middle East, while participating in high-level business development strategies to optimize cross-functional teams

within a rapidly growing organization.

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Trained and shadowed with business solutions associates to understand workflow and client business needs.

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Analyzed, summarized, and manipulated data for preparation of presentations.

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Researched appropriate financial and analytic business solutions to meet client demands for efficiency and growth.

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EDUCATION

Austin College Bachelor of Arts, May 2013

Majored in International Economics and Finance, with a minor in Chinese Studies.

American University of Sharjah September 2011-January2012

Studies focused on Middle Eastern political economy and Arabic language, while engaging in intercultural communication.

TECHNICAL SKILLS

MicroStrategy BI editing capabilities

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KRONOS

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Oracle Essbase

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MS Suite (Word, Excel, PowerPoint, Access, Outlook)

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Adobe Dreamweaver

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HTML

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