Service Customer
Resume:
WILLIAM KYLE WOOD
Louisville, KY 40213
********@*****.***
Over 18 years of relevant experience with UPS as evidenced by promotions. Career advancement based on consistently outstanding job performance and work ethic coupled with excellent communication skills, Project Management, people management and motivation to succeed. Recognized for positive attitude, resourcefulness, and team commitment.
Professional Experience:
United Parcel Service – Supply Chain Solutions, Implementations Project Manager 2012- Present
* Promoted to supervisor in September 2012, based on job performance
*Recognized by Managers for ability to adapt quickly to the position, communication skills, attention to detail, decision making skills, and positive interaction with cross-functional teams and customers.
Promote a positive customer relationship with UPS through implementation project managment of new High Tech/Retail within North American Logistic. Lead projects following the Globally established PMP standard. Ensure project team provides issue resolution, response tracking compliance, notification of events impacting the client timeline and UPS project budget, process improvements, managing service expectations, and administering customer surveys. Facilitate internal and external project team meetings review team performance and project status, support customer training on UPS systems and processes. Provide functional administration of a clearly defined project plan and project charter, development of single project timeline and scope document containing all associated tasks and milestones as well as assist with the identification, documentation and monitoring and controlling of any associated project risks, issues and lessons learned. Developed and maintained relationship with customer regarding all facets of daily operation.
Management of Multi-Faceted projects within the North American Logistics Network Determines employees’ training needs to produce continuous development plans.
Provides on-going feedback and support to improve performance.
Conducts performance evaluations in a consistent, fair, and objective manner to encourage continuous performance improvement.
Holds others accountable to established performance levels to achieve individual and group goals.
Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork.
Manages multiple customers or a group of representatives on a team to monitor service reliability and execution and to ensure customer retention and growth.
Identifies, resolves, and escalates issues and concerns (i.e., customer visibility systems), tracks and traces services, and monitors process improvements to ensure customer satisfaction, response tracking compliance, and high levels of service quality.
Monitors customer satisfaction to identify trends, process improvements, issues, and satisfaction levels.
United Parcel Service – Supply Chain Solutions, Distribution Supervisor 2008-2012
Sprint 2008-2010
SMART Technologies 2010-2012
* Promoted to supervisor in January 2008, based on job performance
* Recognized by superiors for ability to adapt quickly to the position, decision making skills, and positive interaction with other operational departments.
Promote a positive customer relationship with UPS. Ensure direct reports provide issue resolution, response tracking compliance, notification of events impacting the client, process improvements, tracking and tracing services, managing service expectations, and administering customer surveys. Facilitate performance meetings, provides customer training on UPS systems, Provide functional administration and staff supervision for up to 20 employees per shift, per sort operation. Track and maintain attendance records for employees and conduct daily procedural audits, and relay relevant communication at the start of every shift. Developed and maintained relationship with customer regarding all facets of daily operation. Implemented operational and process improvements while maintaining strong customer focus and support.
Supervision of Staff and Customer Account and Development of Staff
Determines employees’ training needs to produce continuous development plans.
Provides on-going feedback and support to improve performance.
Conducts performance evaluations in a consistent, fair, and objective manner to encourage continuous performance improvement.
Holds others accountable to established performance levels to achieve individual and group goals.
Resolves individual and group performance issues in accordance with UPS’s policies and procedures in a timely manner to motivate and foster teamwork.
Manages multiple customers or a group of representatives on a team to monitor service reliability and execution and to ensure customer retention and growth.
Identifies, resolves, and escalates issues and concerns (i.e., customer visibility systems), tracks and traces services, and monitors process improvements to ensure customer satisfaction, response tracking compliance, and high levels of service quality.
Monitors customer satisfaction to identify trends, process improvements, issues, and satisfaction levels.
Provides customer training on UPS systems to customers and personnel to ensure customer needs are met.
Functional Administrative/Quality
Maintains open lines of communication to ensure essential information and work expectations are clearly communicated to the staff.
Secures and utilizes resources within time and budget constraints to meet customer needs, to leverage capacity, and to support staff development.
Monitors product service standards' compliance to evaluate product delivery quality.
Assists with conducting service quality surveys to ensure high levels of customer service.
Supports Systems' Tool Enhancements and Process Improvements
Assists with driving service process improvements to ensure consistency and to improve the service quality and efficiency.
Assists with developing requirements and managing implementation of technology and information tool enhancements to meet customer needs.
United Parcel Service, Air District Security Representative, Louisville, KY 2006-2008
*Promoted to Security in May, 2006, based on job performance
Responsible for the enforcement of TSA and FAA regulation that govern access and operation within the Exclusive Area Agreement. Responsible for maintaining Identification Media tracking system in accordance with TSA requirements and determining revalidation of Identification Media for 20,000 employees. Investigate and enforce local and Federal Laws involving interstate commerce and dishonest acts involving those shipments.
United Parcel Service, Loadplanner/, Louisville, KY 2005-2006
*Supervisor of the Month, August 2005
*Promoted to Load Planning in July, 2005, based on job performance
*Promoted to RCC in October, 2005, based on job performance
*FAA Certified Load Planner
Oversee the safe loading of containers on aircraft using AHCS and DWB computer software. Integral communi-cation with flight control, maintenance, fueling and contingency, resolution of discrepancies as they occur.
Untied Parcel Service, Marshaling Supervisor 2003-2005
* Supervisor of the Month, August 2004
* Promoted to supervisor in October, 2003, based on job performance
* Recognized by superiors for ability to adapt quickly to the position, decision making skills, and positive interaction with other operational departments.
Supervise up to 30 employees per shift, per sort operation. Track and maintain attendance records for 8 employees and conduct daily procedural audits, and relay relevant communication at the start of every shift. Dispatch crews, converse with pilots at taxi and refer to other operations when appropriate. Ensure smooth transition for the next shift supervisor and crew.
United Parcel Service, Marshaler, Handler 1998-2003
* Selected as one of four individuals to train new and transfer employees for a period of 3 years
* Consistently received excellent rating on annual performance appraisals for job performance
Direct in-bound and out-bound aircraft movement.
Training: North America Solutions and Implementations United Way Coordinator 2015
Building 2 Facility Environmental Coordinator 2010-2012
Building 2 United Way Coordinator 2011
UPS Leadership and Legacy Orientation, 2006
Surface Management System, 2005
Distributed Weight and Balance, 2005
UPS Management Hub School, Employee Relations, Business Ethics, 2004
Education: Associates in Project Management, UPS Leadership Training Academy 2012
University of Louisville, Louisville, KY, 2004
Bachelors of Science in Justice Administration
Bachelors of Arts in Geography
Honors: Dean’s List, College of Arts and Sciences, 4 semesters
Leadership: President, Student Spirit Club, 1998-2003
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