Customer Service Manager
Resume:
Jessica Dalessandro
Carol Stream, IL 60188
****************@*****.***
Executive Summary
Meticulous operations manager. Excellent ability to multitask and work under pressure. Broad industry experience including DOT regulations, CSA and P/L responsibilities.
Core Qualifications
Excellent Leadership Skills
Team Player
Self Motivated
Exceptional Multitasking Abilities
Quality and Safety Driven
Proven Record for Cost Savings and Reductions
20+ years experience, 15 in management roles
Professional Experience
Innovative Transport Solutions - 5/2015- Present
Elmhurst, IL
Operations/Customer Service Manager
Manage full operations, warehouse and customer service for intermodal CFS
Responsible for 7 drivers, warehouse crew and 4 planners for drayage, import and export containers via rail.
Manage customer accounts: ensure communication, follow through, satisfaction and exceed expectations on inbound and outbound international shipments.
Manage fleet for safety, repairs, record keeping and DOT compliance on local assets
Manage service crew for safety, accountability and compliance
Payroll for the facility
Account receivables and Account payables processing, overdue account management
Claim issues
Developed and rolled out new policies
Exceeded company objectives with continuous decrease in expenses
Syncreon- 10/2012 – 5/2015
Addison, IL
Operations Supervisor
Ericsson TMO project/Samsung project
Team Building- successfully blended East and West teams
Engage in process compliance, following from cradle to grave
Ensure complete compliance in all cords and processes
Reporting
Customer Focused
Partner successfully with Service Providers
Reduced and controlled expenses by ensuring all employees are trained, empowered and supported to make good decisions.
McCollisters Transportation, United Van Lines, 3/1997-10/2012
West Chicago, IL
Operations Manager
Developed and rolled out new policies
Exceeded company objectives with continuous decrease in expenses
Increased profits by developing, initiating and managing fleet maintenance, driver performance and customer satisfaction.
Manage team of 6 planners/dispatchers, 18 drivers and 25 service crew.
Partnered successfully with customer service manager to produce SOP’s and quality guidelines for customer base.
Reduced and controlled expenses by ensuring all employees are trained, empowered and supported to make good decisions.
Served as mentor to junior team members.
Beltmann, North American Van Lines, 1/1995 to 3/1997
Lombard, IL
Operations Manager
Manage daily operations of service crews.
Implemented measurable safety program.
Worked with union steward to ensure safety and customer satisfaction.
Accomplishments
Management
Effectively manage team of planners, dispatchers, operational assistant, service crews, customer service teams and fleet services.
Project Management
Work directly with warehouse manager to ensure processes in place are followed for correct handling of freight. Work with customer service manger to ensure customer needs are being met and exceeded. Utilized six-sigma for problem solving. Current green belt
Competitive Analysis
Perform competitive analysis to make recommendations for future company growth. Includes driver trip pay policies, cash expenses, repair and over time reviews.
Protective Services
Applied safety procedures and policies as outlines in department safety manual and DOT regulations.
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