Customer Service Supervisor

OBJECTIVE: To obtain a position where I can utilize my multilayered skills of management, production enhancement, quality assurance, safety, customer service and professional technical development experience gained in the Logistics and Package Procurement environment.

Transportation Worker Identification Credential (TWIC) – Expires July 2020

EDUCATION: Bachelors of Science in Business Administration – May 2008 GPA: 3.02

PROFESSIONAL EXPERIENCE: 07/2015 – Present On Call Staffing - Forklift Driver – Loading commercial inventory into trailers using Sit down forklift for shipment to all 99 Cent retail locations, order picking and managing warehouse personnel, as assigned.

5/2011 – 5/2015 United Parcel Service (UPS) On Road Supervisor - Supervised the daily performance of on road drivers and service providers to ensure quality service, improve performance, and maintain compliance with environmental, health and safety requirements. Encouraged sales lead participation through maintaining mutually beneficial customer relationships; responded to customer concerns; uncovered business development opportunities; and created a customer-focused work environment. Maximized efficiency and ensured that packages were delivered in a safe, timely, and professional manner. Managed daily overall operational performance goals by developing effective work process plans, troubleshooting service inefficiencies, reviewing work processes and schedules, and monitoring costs to budget.

8/2009 - 5/2011 UPS Pre Load Supervisor - Supervised daily box line operations and activities of package handlers and monitored operational processes and productivity while performing inventory control activities. Developed and implemented daily work process plans to maximize center proficiency and achieve business results. Ensured implementation of the UPS Comprehensive Health and Safety Plan. Conducted risk management and safety compliance audits. Facilitated employee safety training and determined employee training needs to produce continuous development plans for compliance and process improvements.

5/2007 – 5/2009 UPS Delivery Driver - Delivered and picked up packages and supplies between locations for customers and clients. Obtained customer signatures; documented and reported service complaints and provided quality customer service while maintaining a professional attitude. Communicated with dispatch services and maintained a detailed and accurate delivery and mileage log. Consistently exceed company mileage standards and daily quantity requirements.

8/2005 – 5/2007 UPS Part Time Pre Load Supervisor and Package Handler

SUMMARY OF SUPERVISORY SKILL SET: UPS On Road Supervisor of Delivery Drivers; Pre Load Supervisor in Box Line Operations strengths included excellent communication skills, leadership development, strong team player, paid attention to detail, and required compliance in all regulated environments. Administrative supervisory skills included hiring, scheduling, training, termination, and payroll. Maintained Balanced Scorecards and Quality Improvement Processes to track performance against goals, facilitating execution of the daily dispatch plan, and completing on-road supervision/audit rides and acknowledged for a proven track record for increase productivity and high performance ratings.

PROFESSIONAL ACCOMPLISHMENTS:

Employee of the Month - January 2006 Supervisor of the Month - January and July 2007

Successfully Completed the Management Approval Professional Process for Supervisors (MAPPS)

Handled critical situations, resolved problems, made decisions and achieved business objectives.

Applied workforce planning to evaluate labor markets and devised strategies to attract skilled talent.

Coached and developed employees and peers using career development processes and strategies.

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