Customer Service Management

Summary

Mr. Doane is a creative and accomplished United States Air Force Veteran whom is Clearable; Government Secret Clearance Active 1996-2009. Mr. Doane possess more than 13 years’ experience as a focal point for planning and directing all aspects of organization’s logistics management and security programs. He is experienced in SAP, AS400 World Port, MS Project, FasTrak, WMS, RFPs, SOPs, forms management, and data processing. Mr. Doane has negotiated contracts for multiple accounts, including international accounts, ranging from IBM (12.5M USD), Harley Davidson ($390M USD), TYCO Electronics ($13M USD), DynCorp International ($102M USD), and Haliburton ($980M USD).

Mr. Doane is also knowledgeable on all aspects of personal security to include static guards, mobile security, foot patrol, armed guards, etc. He trains that the first line of defense is Verbal De-escalation – Nonviolent Crisis Intervention. Mr. Doane is skilled in providing tactical and strategic planning, including deployment plans and operational budgets/costs analysis. He has been responsible for organizing and conducting evacuation plans and procedures (Fire/Disaster). Mr. Doane has managed/supervised armed security for protection against unwanted sabotage and terroristic threats. He is also a former First Aid/CPR/AED Instructor. Mr. Doane brings to the table his exceptional leadership qualities, smart decision-making skills, and proven management skills.

Mr. Doane is a highly motivated individual who thrives on meeting and exceeding organizational objectives with excellent written, oral, and communication skills. Equally comfortable as an individual contributor or a member of the team, Mr. Doane also has strong analytical, interpersonal, time management, and problem solving skills with a high level of integrity.

Specialties

• Logistics Management • Shipping/Receiving • Executive Protection

• Strategic Planning • Contract Negotiation • Small Arms Training

• Proposal Writing • Supply Chain Management • First Aid/CPR/AED

• Transportation • Distribution Center Operations • Evacuation Planning

• Inventory Management • AS400/SAP • Management

• Logistics Support • Excellent Interpersonal Leadership • Problem Solving

• Inventory Control • 3PL • Customer Service

Experience

Premium Hard Surfaces, LLC 2012-2014

CEO/Owner

Performed dual roles as owner, in operations and sales, and performed on the job duties, with estimated 65K annual savings. Planned and directed all aspects of organization's policies, objectives, and initiatives. Designed marketing and sales strategies while reducing marketing budget 15K by learning social media techniques instrumental in promoting company services. Demonstrated expertise in a variety of concepts, practices, and procedures by creating processes that bolstered production 25%. Allotted 12.5% work week for mandatory training, coaching, and mentoring of personnel ensuring continuous improvement and development through administering company KPI’s. Oversaw companies 500K operating budget; developed annual budget for all aspects of the company. Negotiated contracts and had an annual closing rate of 78%. Experienced in MS Project, WMS, Request for Proposal/Request for Quote, and regulatory compliance (TMT).

Principals Interest, Inc. 2009-2012

Vice President of Operations

Accountable for overall strategic planning of multiple accounts with operating budgets ranging from 1.2M to over 17M annually.

Developed the companies Key Performance Indicators (KPI’s) in accordance with foreign policies for operations in Panama City, Panama.

Implemented and managed security protocols for multiple security operations including individuals, venues, assets, vehicles, surrounding environments, and more.

Conducted advance assessments, evacuation planning, and prevention training for multiple emergency situations.

99% success rate in responding to and executing corrective actions in eliminating and/or limiting unwanted risks.

Provided support to security teams protecting high profiled government officials.

Department of Defense Contractor 2002-2009

Director of Operations

As Director of Operations, negotiated the various demands listed by several Department of Defense contracts and found ways to satisfy and ensure each were profitable.

Managed day-to-day operations ensuring adherence to company Standard Operating Procedures (SOPs).

Oversaw company’s budget; in some cases bi-weekly cash flow exceeded 500K USD.

Selected, motivated, developed, and evaluated the team; including recruitment selection, person-to-person development, performance reviews, and managerial training.

Negotiated several multimillion dollar deals that helped support our Troops in both Operation Enduring Freedom (OEF) and Operation Iraqi Freedom (OIF).

Responsible for inventory control, vendor selection and negotiations of contracts and distribution of supplies to numerous contracted sites worldwide.

Organized freight schedules and developed companies freight matrix by effective freight negotiations with transportation companies and airlines.

Directed business processes to receive, store, process, and ship to clients around the world in an accurate and timely manner while optimizing operational results.

Investigated customer complaints and negotiated conflicts, increasing customer satisfaction by 9.8% in a year.

Maintained interdependent relationship with all functional departments within facility and engaged in cross-functional collaboration will all supply chain functional groups.

Coordinated and liaised with appropriate authorities to ensure import/export operations were meeting the requirements and standards of governments, both CONUS and OCONUS.

United States Air Force 1995-2002

Air Traffic Controller

Ensured safe and expeditious movement of military and civilian general aviation aircraft daily.

Managed ATC functions to include the direct movement of aircraft in flight, as displayed on radar indicator, pilot reported, or observed from the control tower.

Education

American InterContinental University - Online 2014-Present

Bachelor of Business Administration

• GPA: 3.68 • EGD – April 2016

• Concentration in Project Management

Professional Memberships

Veterans of Foreign Wars, Post 1463

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