Customer Service Manager

Michael P. Ritchie

*************@*****.***

832-***-**** (c)

Work Experience

*/**** - */**** ****** Director

Rig Runners, Inc. Houston, Texas

Responsibilities and Duties

Protect the assets of Rig Runners, Inc. by initiating

programs designed to protect employees, contractors and the

public. Comply with safety regulations. Improve FMCSA's CSA

scores with goal to be in the best 25% in each BASIC score.

Analyze and isolate immediate causes of losses. Determine

root causes and create solutions to minimize loss. Promote

new safety goals for the entire fleet and implement safety

activities.

Set organizational standards and evaluate the performance

of employees and contractors. Promote a system of positive

and negative recognition.

Communicate and cooperate with company owners, executives,

managers, drivers, contractors and other employees.

4/2012 - 2/2014 Regional Training Manager

Universal Truckload Services, Inc. Houston, Texas

Responsibilities and Duties

Provide a full line of safety and compliance related

education and training services to contractor owners,

drivers, agents, terminal managers, regional managers and

office staff, in support of the goals and objectives of

Universal Truckload Services, Inc.

When requested, perform individual driver

training/counseling.

Travel to depots, terminals or agent locations to expedite

the establishment of the agent structure and the sign-on of

contractors.

Perform orientation, load securement and other training for

individual contractors.

Evaluate contractors as required, to establish experience

in the various safety compliance areas such as coil

securement and over dimensional.

5/2009 - 4/2012 Operations Manager/Safety Director

Louisiana Transportation, Inc. Houston, Texas

Responsibilities and Duties

Customer Service

Answer incoming customer calls providing general and

specific information about the company and specific

safety/compliance related programs.

Liaison with general office, to include company agents,

regional managers, terminal managers and other staff

concerning processing safety/compliance items and solving

all related problems and situations.

Maintain contact with owner operators and drivers regarding

safety related work activities and their effect on the

company.

Safety Administration

Responsible to the President for the analysis of monthly

statistics to include Carrier Snapshot, Roadside

Inspections, and CSA to identify trends, problem areas and

potential corrective action.

Review compliance issues to identify at risk drivers.

Provide counseling and other administrative actions as

required.

Responsible for assisting in the establishment and

monitoring of timely and accurate terminal/depot safety

programs to include OSHA compliance.

Responsible for the oversight of monthly rosters, accident

listings, and statistics. Provide follow up and answers to

any questions encountered.

Coordinate with general office staff to obtain information

and data in a timely and accurate manner. Provide guidance

to owners, drivers, and all levels of management, on

hazardous material handling and procedures.

Company representative for litigation and worker's

compensation cases.

Training and Contractor Safety Evaluations

Perform required safety training at agent or terminal

locations. Presentations include log preparations, vehicle

inspection requirements, hazardous material, load

securement, security, fatigue and other areas as required.

Inspect vehicle to ensure their compliance with FMCSA

regulations.

Review logs and other paperwork as necessary to determine

compliance of contractors.

Recommend administrative action to President at completion

of evaluations.

Perform orientation, load securement, and other training

for individual contractors.

Evaluate contractors as required, to establish experience

in the various safety compliance areas such as coil

securement and over dimensional.

4/2007 - 4/2009 Operations Manager/Logistic Manager

Logistic Dynamics, Inc. Amherst, New York

Responsibilities and Duties

Supervise Operations department.

Identify opportunities to improve operations and create

standardized business practices to increase performance and

customer service.

Develop and implement ongoing training programs focusing on

best practices and procedures to improve quality without

compromising profit.

Monitor service levels to ensure that performance metrics

meet customer/vendor and employer requirements.

Take an active role in site workload planning and volume

forecasting (i.e. staffing, equipment, space) to provide

timely and effective freight handling from order input to

delivery.

Drive operational performance with a particular focus on

productivity, quality, and cost.

Provide for associate performance reviews and

development/succession planning as appropriate.

Insure company policies are communicated, administered, and

enforced (i.e. accounting, operational, regulatory and

administrative).

Identify and develop new business opportunities based upon

past industry experience and relationships with qualified

shippers.

Conduct introduction for new customers to review company

procedures and provide answers to inquiries.

Build and maintain close working relationship with

customer base.

Establish sales growth projections for each account, and

soft sell new load/lane opportunities.

Handling of freight claims, interaction with accounting

department, carrier and shipper to resolve issues to mutual

satisfaction of all parties.

3/2001 - 4/2007 Director of Sales and Transportation

Active Logistics, Inc. Buffalo, New York

Responsibilities and Duties

Quote rates and maintain working relationships with

customers.

Supervision of 30,000 sq. ft. warehouse and 11 acre outside

storage facility.

Unload/reload of van and flatbed trailers and rail cars.

Maintain inventories as directed by clients and schedule

timely delivery.

Maintenance of equipment records and scheduling of

service/repair.

Responsible for compliance with all state and federal

agency regulations.

Weekly payroll reports; recruitment, retention, and

termination of drivers.

Dispatch and routing of trucks. Schedule back haul freight

to insure additional revenue for trucks.

Maintenance of driver files, including scheduling of

physicals and drug testing.

Education

9/1980 - 5/1981 Edinboro State College - Speech Communications Major

Skills & Certifications

Current Commercial Drivers License

D.O.T. Basic HazMat Training Certification

Temperature Control Transport Certification

Proficient at Microsoft Windows and Quicken

Certified Smith System Defensive Driving Trainer

NATMI Certified Director of Safety (in progress)

Professional or personal references available upon request

Contact this candidate