Customer Service Manager
Resume:
CECILIA HORHAY
*** **** ****** ********, ** *****
848-***-****) *******@***.***
Dear Prospective Employer:
To ensure solvency and more, to improve profits in this economy, overland transportation companies require talent proven to have increased efficiency and cost-effectiveness and expanded client base without sacrifice to quality or the needs of existing customers. If you are seeking a logistics management professional with a consistent record of achievement in these areas, I have enclosed my resume for your consideration.
An innovative leader and a fully functioning team member, I have been recognized throughout my career for:
Capitalizing upon a wealth of industry knowledge to analyze opportunities and problem issues so as to positively impact both my employer and customers.
Creating and directing special programs, and optimizing rates, to attract new, extremely profitable accounts and promote retention of existing business.
Devising a Yard Management System that improved productivity as well as security of trailers and company equipment in both the yard and the warehouse.
Developing a tightly-focused support staff skilled in meeting operational and customer service objectives.
Managing complex billing processes in a manner that improves cash flow.
Demonstrating the utmost of integrity in all areas of responsibility.
The resume will provide you with further information concerning my employment history and specific accomplishments.
Granted the opportunity to meet with you for a personal interview, I am confident that I will demonstrate how I can make immediate and positive contributions to your company. Thank you for your interest, consideration, and anticipated response.
Sincerely yours,
Cecilia Horhay
Enclosure: resume
CECILIA HORHAY
110 Sabo Street Carteret, NJ 07008
848-***-****) *******@***.***
Highly Proactive Transportation/Logistics Professional -
LTL and Full Truck Loads -
with accomplishments linked directly to dramatic revenue growth
A dynamic strategist and a resourceful planner recognized for consistently achieving or exceeding performance metrics in all areas of logistics, with emphasis in continuous improvement and cost-efficiency. Core competencies include:
Establishment of Transportation Policies/Practices Scheduling & Coordination of Shipments
Staff Training and Development Vendor/Carrier Sourcing & Negotiations
Minimization of Risk/Costs Determination of Rate Structures
Cost-effective Claims Processing Yard Management
Proactive Problem Resolution Strong Customer-Centric Approach
Experience
3 PL Company NJ 2013 – 2016
Sales Associate / Logistics Coordinator
After many years with ECW decided to pursue other opportunities and accepted a position with a 3PL company specializing in Refrigerated/Dry truckload and intermodal service throughout the USA.
Developing a strong base of new Customers specializing in reefer shipments both for truckload and LTL.
Provide solutions and other options to customers looking to move their product and manage their transportation dollars. Offer various consolidation options for a variety of customers.
Manage and maintain a broad Carrier base, with competitive rates, good dependable service, current with all safety measures and requirements.
Work with current personnel to provide superior customer service across a broad spectrum of customers, provide support and training where necessary.
Oversee billing procedures for accuracy and timely execution, both payables and receivables.
Generate weekly KPI reports as needed as well as weekly/monthly reports for Upper Management to review profitability and operational procedures.
Coordinate with key personnel on implementation of a new “transportation operating system “ provide insight and suggestions for operations department and customer service.
CECILIA HORHAY
Page Two
Achievements: East Coast Warehousing, Inc.
Provided critical participation in securing the business of two new supermarket accounts: UNFI, a statewide account projected to deliver $5 billion in annual business volume, and KEHE Tree of Life, equating, initially, to six truckloads weekly and slated for notable expansion.
Once acquired, functioned as sole manager of the two above-mentioned accounts.
Maintain total accountability for establishing annual rates with distributors and carriers, in a manner designed to enhance competitiveness while assuring a reasonable gross profit margin.
Introduced policies and procedures to guide shipping/distribution operations toward immediate and long-range objectives, with efforts leading to current volume of 100 to 130 full trucks (straight consolidation) weekly.
Spearheaded creation and implementation of a Yard Management System (YMS) for both transportation and warehousing operations, resulting in significantly improved efficiency, productivity, and responsiveness to customer needs.
Notably reduced risk/losses by incorporating stringent security measures into the YMS, including installation of a state-of-the-art electronic security monitoring system and a 24/7 guard-on-duty.
Conceived and negotiated institution of an improved claims investigation and management process whereby the company and the carrier share the costs equally. Once launched, this method reduced time and costs associated with the more lengthy, traditional process.
East Coast Warehousing, Inc., Elizabeth, NJ 1994 to 2013
Transportation Manager
Based upon superior performance at CCI, was offered the opportunity, when CCI closed its doors, to start-up and operate East Coast’s new brokerage/transportation department.
Developed a program in 2009 that attracted the business of UNFI and KEHE Tree of Life. Via this program, East Coast picks up all of the customers’ local shipments of perishable goods from various locations, and provides total management of these shipments, to ensure their efficient delivery to the chains’ retail units (grocery stores).
Currently devising a program to accommodate dry goods shipments of the above-mentioned clients and thus capture that channel of business.
Drive consistently superior levels of service to customers; promote a high level of customer satisfaction and retention. Research and resolve a broad range of inquiries and issues via a blend of professionalism and diplomacy.
Recruited and hired qualified job applicants. Delegate assignments to and oversee a team consisting of a claims manager, a billing clerk, a customer service clerk, and a part-time office/administrative employee. Simultaneously, provide managerial support and guidance to a customer service staff of 8 to 10 employees.
CECILIA HORHAY
Page Three
Applied strong motivational and performance analysis skills in training and inspiring development of a goal-oriented support structure.
Forged and maintain productive relations with a network of vendors essential to operations.
Assumed full responsibility for billing functions, whereby 12 District Centers to which shipments are directed bill East Coast and customer accounts are subsequently invoiced. Monitor accounts for timely and accurate payments.
Manage procedures concerned with verification, posting, reconciliation, and reporting of accounts payable and accounts receivable.
Generate detailed quarterly and annual reports, for submission to upper management, concerning operations and financials.
Assist in drayage operations as necessary, with emphasis in time/cost efficiency.
Confectionary Consolidators (CCI), Clark, NJ 1988 to 1994
Transportation Coordinator
Executive Secretary
Coordinated, scheduled, and consolidated shipments to create full truckloads, and reduce transportation costs, for this privately-owned company shipping confectionary and other food products of major accounts.
Administered all operations associated with the productive of a small office: accounts payable, accounts receivable (including billing) and customer care.
Partnered with distributors and carriers, including East Coast Warehousing, Inc., in accomplishing common goals.
Education
Middlesex County College, Edison, NJ
Completed courses in Microsoft Word, Microsoft Excel, and various accounting software programs
Graduate of Notre Dame High School, Sheffield, England
Excellent references are available upon request.
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