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Customer Service Manager

United States
October 13, 2016

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***** ****** **. **** ****, MN


Summary of Qualifications

Operations Executive with more than 25 years of broad business experience

Operational History in Transportation, retail, Property Management, and industrial services

Experienced in the planning, development, and on-going management of budgets, staff, facilities, and sales

Core Competencies

Operations Management

Budgeting and Expenses Control

Inventory Control/Supply Chain

Contract/Price Negotiation

Loss Prevention and Safety

P & L Management

General Management

Presentations and Training

Staff Mentoring and Training

Sales and Business Development

Account Management/Retention

Market Planning

Employer: Carlson Building Maintenance

Dates: 2014-Present

Position: Regional Operations Manager

Daily supervision of 4 District managers in 6 state Region, responsibility for 750 employees. Maintain 3 major accounts, with 178 locations throughout the region. Budget control, P&L, Payroll, biweekly travel within region. Mentoring, training and evaluating staff for promotions and opportunities for improvement, make disciplinary decisions. Utilize, train and implement best practices. Meet with Key holders and ownership to assess and improve services. Conduct daily, weekly and monthly inspections of facilities and grounds.

Employer: O’Reilly Auto Parts

Dates: 2014-2014

Position: Transportation Supervisor

Supervise daily transportation operations, planning and scheduling of personnel and equipment for maximum utilization. Proactive in establishing driver training and safety standards to ensure their success. Oversee fleet of vehicles and maintain to company standards, verify all DOT records are up to date and compliant. Maintain all e-logs, conduct safety meetings, investigate accidents. Available 24 hours a day to department personnel. Work with other departments to coordinate a smooth and timely shipment of products. CDL-A with Hazmat endorsement.

Employer: CallUs Logistics

Dates: 2013–2014

Position: Human Resources Manager – Driver Recruiter- Safety Manager

Recruit and evaluate new drivers

Establish and create up to date safety program including, training on electronic logs; creating DOT records

Staff safety training, maintenance of all safety records, accident investigation, compliance records

Interview, background checks, evaluate and train all staffing levels, set evaluation standards, write up or coaching session, training or discipline, opportunity to train.

Employer: Halvorlines Trucking

Dates: 2011 – 2013

Position: Driver, Driver Trainer

Class A CDL

Customer Service, Time Management

Understand and learning delivery and logistics from the driver perspective.

Marketing and visiting CDL schools and talking with students and other drivers about the opportunities available to them. Training, evaluating new drivers

Employer: Damar Custom Creations

Dates: 1985 – Present

Position: Owner

Produce custom furniture.

Employer: AAA Transportation Services of MN

Dates: 2005 - 2008

Position: General Manager

Full line Transportation Services Company

Challenged to build a base for office personnel, drivers safety program, driver training, OSHA & MNDOT compliant to help grow the company to the next level. Created corporate compliance, budgets, marketing strategies, and set company goals. Created a strategy to grow company by going after new markets and offer more services within the transportation industry. Company has grown by 115% in eight months, expanded into new markets and services and has a standard for customer service.

Employer: Grandview Christian Ministries – Cambridge, MN

Dates: 2001-2005

Position: Director of Facilities

Nursing Home, Assisted Living Center and an Independent Living Center

Challenged to move Facilities Management from a reactive to a proactive model. Evaluated staff and made necessary changes. Developed and implemented Preventative Maintenance schedule and related processes. Maintained corporate compliance procedures, budgeting, goal setting and planning. Established a Preferred Vendor list. Over 2 years, reduced outside vendor costs by 60%, labor costs by 40% and overall department costs by 30%.

Significant growth had created a silo approach to running 3 different facilities. Needed to bring order to overlapping vendors, maintenance contracts, and missed opportunities to reduce facility costs. Earned support from CEO and key managers. Requiring facilities to operate under a single plan contributed to the results above.

Employer: Martinez Building Maintenance & Management, Inc. – Duluth, MN

Dates: 1995-2001

Position: Owner and CEO

Building maintenance and management company providing a broad spectrum of services from cleaning to full facilities management

Purchased a company that had no systems, no cost controls, no budget, and no plan. Spent a year growing and fixing the business, establishing systems, etc.

oIncreased bottom line profits by 100% in the first year.

oIncreased sales by 400% over a 4 year period.

oIncreased the number of accounts from 8 to 49 over a 5 year period.

oGained state and federal accounts through RFPs.

While building the single service business, saw opportunity to expand into other income streams. Approached one major business and negotiated a starting contract with a new service. Within 6 months, had taken over 5 locations and grew profits by 60%.


Bachelor of Arts Degree - Human Services, University of Minnesota

Certification in Human Services - University of Minnesota

Installing Total Productive Maintenance in your Plant - University of Wisconsin-Madison

Preventive Maintenance & Repair of Buildings/Grounds - University of Wisconsin-Madison


Non Commission Officers Academy

Military Police School - Ft. McClellan, Alabama

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