Customer Service Manager

STEVE HOSWELL

615-***-**** ● *******@*********.***

As an accomplished Manager of people, I read you posting with interest. My experience aligns well with the qualifications you are seeking, in particular my recent roll, Director of Risk Management with Fox River Services in addition to 20+ years in the Transportation industry.

I am adept in administrative and financial oversight, team building and revenue generations. Moreover, while my on-the-job experience has afforded me a well-rounded skill set, including first-rate analytical and problem solving abilities, I am proficient at meeting or exceeding benchmarks and delivering exceptional results.

As my prior professional experience directly correlates with the career narrative posted. I have maintained attendance in several Industry related courses outside the traditional avenues and membership in several Networks. Each has given insight and direction to my career and professional demeanor.

Communication is a large part in any organization. From Employee to Customer, If this relatively minor part of business is maintained and cared for, relations with customers will improve and a “Team Work” mentality will shortly ensue, this is a primary goal in any operation that I am apart of. Without it underlying shortcomings seem to take the forefront, detracting from operational goals.

In most all employment capacities, payroll and administration of company polices is a mainstay of the job description. Determining “best fit” new hire employees always proves a challenge, developing techniques to attempt to weed out less effective applicants is an ongoing practice, as is scheduling. Balancing the needs of the client against the needs of the employee must be weighed heavily in certain circumstances. Ultimately, the needs of the business must prevail.

Highlights of my Professional Experience

Profit and loss statement review, cost reduction, preparation and follow through.

Hiring, Coaching and Termination Processes, Driver and Staff Training,

Routing, Facility and Vehicle Maintenance.

Local, Over the Road & Rail freight movement.

Contract Management / Client relations.

Fast-Paced, Deadline Oriented.

Maintain Recruiting Processes and Relations with Independent Contractors.

Damage, Vehicle & Freight Claim Investigation and Resolution.

USDOT HMR Title 49 Trainer and Trained in I.A.T.A. Regulations.

Knowledge of Industry Related USDOT regulations.

Insure that the Buildings and Grounds are Safe and Well Maintained.

Vehicle, Records Inspections and Driver Documentation Requirements.

Human Resources, Employee Retention, Employee Payroll Procedures.

Performance and Productivity Improvement.

Dispatching Calls for Service and Assistance.

Propane and Electric Forklift Operation.

Problem-Solving and Decision Making.

Familiar with Union (teamster) terms and contractual restrictions.

Strong Microsoft Office experience (including Excel, PowerPoint, Word and Outlook), AS400.

Coordinate and Support Customer Service Requirements.

Leadership, Team-building, High energy, motivated, Hands-on Leadership.

Dedicated to Excellence in Customer Service.

I hope my dedication to service the customer’s needs and still work within a cost structure is evident. I look forward to discussing my qualifications in person. Thank you for your time and Consideration.

EFFECTIVE LEADER: TRANSPORTATION / DISTRIBUTION & WAREHOUSING

Operations, Training & Development, Strategic Planning

Management specialist with 17+ years of experience contributing to operational performance, uniquely skilled with proficiency in revitalizing low performing business units and delivering the highest standards of commitment in service and revenues. Record of excellence in forecasting future profits and risks, establishing strategies to propel growth, and launching training courses, proven ability to hear prospective client needs and establish solutions within allocated budgets.

Transportation & Warehouse Service Operations ● Unit Startup & Turnaround Management ● Special Event Planning ● Team Training/Development ● Supplier & Vendor Contract Negotiation ● Employee Retention & Management ● Financial Analysis & Reporting ● Policy Changes ● Microsoft Office Suite products ● Strategic Business Planning ● P&L Preparation and Forecasting ● Title 49 CFR trainer & I.A.T.A. Regulations ● Knowledge of Industry USDOT & CHP Regulations

PROFESSIONAL EXPERIENCE

Fox River Services – pennridgetransportation.com

A national 3rd party Dedicated Transportation Service provider offering a variety of Final Mile Delivery solutions. In the Final Mile ‘Home Delivery’ business for over twenty years specializing in working with various Fortune 500 clients (Big Box retailers) providing cost conscious top quality services to their retail customers.

Director – Risk Management (2010-Present)

Improved Risk and Safety compliance across 6 home delivery and Installation companies consisting of 200+ employees and 150 Independent Contractors (Motor Carriers). Develop and administer Risk Management programs across 21 locations Nationwide. Create and modify policies to comply with safety legislation and industry practices. Knowledge of Federal, State and local laws to ensure the Companies comply with all regulations. Responsible for FMCSA (DOT) auditable records, Vehicle maintenance, Driver Qualification files and accident records. Coordinate and develop Company-wide programs to prevent risks associated with the companies various businesses. Subject Matter Expert and the contact person for attorneys, Insurance companies, clients and individuals involving civil actions, liability claims, Worker’s Compensation and other Regulatory agencies. Investigate any incidences that have a potential to result in a loss. Familiar with a variety of the Risk/Safety concepts, practices, and procedures. Handle all aspects of renewing and analyzing insurance coverage’s for General liability, Auto, Excess, D&O, Cargo and Workers compensation policies for all 22 associated companies.

Key Accomplishments:

Reduced exposure to In-home damage claims by educating and directing claims representatives.

Created and implemented an Executive Safety Committee, Fleet Safety Program, Injury Illness prevention program and a company(s) wide claim guidebook to be used by employees to properly document and process claims.

Created and implemented processes to mitigate civil lawsuits and Subrogation demands to the Companies.

Reduced financial liability to merchandise loss by over 70%

Implemented numerous programs to track FMCSA mandated rules and regulations associated with Motor Carriers and Drivers.

Reduced losses reported to insurance carriers by 80%

Blue Diamond Growers - bluediamond.com

A tree nut processing and marketing company. The cooperative has led the development of California’s Almond Industry from a minor domestic specialty crop to the world leader in almond production and marketing.

Manager - Distribution, Shipping & Receiving (2009-2010)

Supervise and coordinate activities of employees engaged in shipping and receiving of products, components, and/or plant supplies. Oversee incoming and outgoing shipping activities to ensure accuracy, completeness, and condition of shipments. Work with senior management to establish and modify department operational methods and procedures. Inspects material handling equipment for defects and notifies maintenance personnel or contacts outside service facility for repair. Maintain vehicle maintenance report (D.O.T., B.I.T.). Direct movement of shipments from Distribution Center to storage areas and work areas. Maintain reports, records, and documentation to reflect department activities. Hire, train, evaluate employee performance, and recommend or initiate promotions, transfers, and disciplinary action.

Key Accomplishments:

Increased outbound shipping efficiency by 55% on average by cross training and utilizing manpower and facilities efficiently. Up from 25 full truckloads or 100,000 lbs. to 40 truckloads or 160,000 lbs. with no additional staffing requirements.

Reorganized warehouse layout and operations to increase storage capacity. Currently over 5 million pounds of finished goods and work in progress items.

Recognized cost savings annually of over $100,000 by eliminating dedicated manpower and materials in the rebuilding/sorting of wood pallets. Recommended and established a plastic pallet program to realize these savings and conform to established food safety provisions.

Recommended and currently under implementation a change to the plant logistics. In which minor modifications to the “towveyor” system would increase the availability to other areas of the plant. Reducing the need to move product by truck throughout the plant.

R+L Carriers – rlcarriers.com

A major Less than Truckload Carrier, operating a Nationwide & Canadian network, with over 100 terminal locations.

Terminal Manager (2007-2009)

Spearheaded and directed operations, logistics, training, and staff scheduling for the 4th largest California Terminal, through the management of 40+ Supervisors and employees, to include driver, dock, customer service and maintenance (vehicle and facility) operations, safely, on time and in accordance with Company directives. Coordinate closely with customers and area personnel to obtain information, identify needs, and investigate and resolve problems. Continuously improve service and operating efficiencies that meets DOT compliance and regulatory requirements. Synergized and led Daily performance, Conducted recruitment, training, and development. Maintain a union free environment.

Key Accomplishments:

Championed the reorganization and service of new territories assigned, coordinating resources and logistics to propel operational productivity.

Trained and managed staff on all areas of service requirements and special services.

Seamlessly executed a back haul & outside vendor utilization program.

Strategically increased staff/equipment resources to elevate efficiency.

Achieved an on-time service ratio of 99% and a damage claim ratio of less than 2%

Education, Training & Credentials

OSHA Hazardous Waste Operations and Emergency Response Standard (HAZWOPER) Certification

OSHA Forklift Instructors Certification

Anti-Harassment (CA-AB1825-09) Manager Certification

Kerr Hill “Management Certificate Program”

Franklin Covey “How to manage during economic downturns”

Franklin Covey “7 essential habits of an effective manager”

Franklin Covey “4 steps of leadership”

Navarro-Page & Page Consultant- Transportation training seminar

California Office of Emergency Services - Hazardous Materials First Responder Course

California Trucking Association- Management Certificate

Sierra College, Rocklin, California – Psychology

Sheriff’s Academy, San Bernardino, California – P.O.S.T. Certification

Valley College, San Bernardino, California – Police Sciences

Military Service

United States Marine Corps, Military Police – Honorable Discharge

Professional Affiliations

Young Professionals in Transportation - http://ypt.transportation.org

Council of Supply Chain Management Professionals - http://cscmp.org

National Home Delivery Association - http://nationalhomedeliveryassociation.com/

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