Manager Customer Service

MICHAEL JOHN ALBERICO

*** ***** ****** • Monaca, PA 15061-1604

Home: 724-***-**** • Cell: 724-***-**** • *********@***.***

SUMMARY

Leadership in providing quality care and peace of mind, adding measurable value and solidifying customer relationships.

Experience

MJA Consultancy - Beaver County, PA 2003~2015

PROJECT LOGISTICS CONSULTANT

Provide customized logistical support services, including transportation and personnel staffing solutions.

•Research issues and problem origins, investigate options, provide sales and marketing assistance.

•Provide recommendations on vendor performance (i.e. timeliness, claims), air and motor carrier selection, USDOT compliance, cost/benefit and route analysis, personnel recruiting and staffing, sales and marketing.

U.S. SAME DAY DELIVERY - Cranberry (Pittsburgh), PA 2008~2011

Locally owned/operated same-day “rush” expedited courier with national small shipment service capabilities.

Provide on-demand services for clients in the healthcare arena, i.e. hospitals, analysis lab's, medical equipment.

BUSINESS DEVELOPMENT MANAGER

•Negotiate pricing, payment terms, supply chain metrics and work agreements for new and retained business.

•Work with Operations team and independent contractors to develop customized and optimized routing solutions.

EMERALD XPRESS & LOGISTICS - Industry (Pittsburgh), PA 2007~2009

Small family-owned/operated motor freight and logistics company with diverse service menu and flexible care.

Provided flatbed truck service primarily to heavy industrial manufacturers, i.e. steel and metal processors, etc.

SALES MANAGER

Served as an “Opportunity Locator” to increase market awareness of the firm and to grow its revenue base.

•Researched prospective clients, made initial contacts and scheduled meetings to discuss client needs.

•Worked with Operations to develop client service solutions packages; designed processes and documentation.

•Maintained regular client contact via courtesy calls; monitored service provided; assisted with issue resolution.

•Called upon irregular shippers to increase volume; identified new prospects via referral networking, etc.

•Networked within the industry to recruit new drivers. Established referral relationships with brokerage partners.

UNITED PARCEL SERVICE / UPS - Roanoke, VA 2000~2002

$60B package delivery company; UPS transports 16M packages and documents daily across the USA and 200+ countries; it also provides multimodal heavyweight cargo services and logistics management solutions.

OPERATIONS SUPERVISOR

Performed all supervisory and support functions relevant to the operation of a UPS gateway/hub, i.e. flight & airfreight

op's, hub feeder & center shuttle (trucking) dock operations. Served 1st year with UPS contractor Piedmont Aviation.

•Managed up to 36 contractor agents plus several Teamsters during the inbound (am) and outbound (pm) shifts.

•Participated in staff recruiting, hiring, performance evaluation; maintained records for audit

•Monitored the sorts and scanning, conducted regular compliance audits and inspections, compiled and analyzed performance data daily for continuous improvement efforts; USDOT / USFAA Security & HazMat training.

•Supervised ramp handling operation and the Teamster union drivers during transfer/sort interfaces.

LANDSTAR SYSTEM - Roanoke, VA 1996~1999

$3B freight carrier utilizing independent contractors; the firm's services are provided via franchise agents.

TERMINAL MANAGER

Managed the daily operations of a major motor freight carrier & logistics provider. Responsible for booking/coordination of shipments, rate pricing/costing, brokerage, dispatch, driver recruiting and USDOT compliance auditing, truck fleet management, traffic analysis and negotiations, P&L, US Customs. *Sourced, recruited, interviewed and hired a workforce.

*Opened, staffed, managed a warehouse with staff of 5. Hired & managed 11-driver “house fleet” for dedicated accounts.

•Scheduled, positioned, routed and dispatched units of 500-strong owner/operator truck fleet.

•Extensive customer service & inside sales (grew revenue from $250K to $1.3M net w/in 3 years).

•Increased ROA station gross revenue by 40% over previous year, added 30+ new shipping lanes.

DELTA AIR LINES and Intex Aviation - Greenville/Spartanburg, SC 1995~1996

Leading USA-flag legacy airline with expanding international operations & global alliance leadership.

RAMP OPERATIONS MANAGER

Coordinated and managed all facets of a major network commercial airline outstation ramp operation.

•Responsible for 25 contract agents with cargo, mail, baggage, catering & cabin cleaning duties.

•Managed a midsized cargo logistics freighthouse; instituted its new freight management system.

•Introduced a formal hiring and training structure as well as operational enhancements, recognition & retention programs & other H/R developmental initiatives designed around accountability at both the team & individual levels. Eliminated our previously high employee turnover within the first 6 months of my leadership tenure.

•Improved our GSP station flight turnaround times by 71%.

*Addendum Note: I served as a Technical and Executive Recruiter, inclusive of C-level industry leaders, for 2 years with the Youngstown OH office of Michael Latas & Associates (St Louis MO). Using the tools and technology of the time, I researched, sourced, pre-qualified, interviewed, placed 63 professional and skilled candidates with the likes of P&H Cranes / Harnischfeger Mining (now Joy Global), Herr-Voss/Stamco Inc, Caterpillar Inc, Clark Material Handling Company, (Hyster)Yale Materials Handling Inc and many others.

This provided a solid skillset and experience foundation for a career of recruiting and leadership success.

Education

Bachelor of International Economics; minor Human Resource Management

•Youngstown State University - Youngstown OH 1987

•Varying fluencies in: German - French - Italian

Continuing Education: Distribution & Logistics Operations (Certificate); Dangerous Goods; SAP online training.

Computer Proficiencies

MS Office Suite via Windows • PC Miler & Qualcomm • Internet • Delta Load Plan • UPS Load Planning UPS Load Handling • UPS Aircraft Wgt & Balance.

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