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Customer Service Management

Toronto, Ontario, Canada
October 27, 2016

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Dave Erickson

** ******* **, ****, ** L*T *C*

Cell: 416-***-****

Logistics / Transportation Professional

A seasoned transportation and logistics manager with extensive experience in supervising personnel and drivers by directing daily operations, scheduling and performance reviews. A highly detail oriented professional with a successful track record of managing multiple priorities simultaneously, with strong problem solving and decision-making skills and leadership ability in team settings.

A results-oriented problem solver who thrives in a fast-paced work environment by managing multiple teams and tasks simultaneously with high proficiency and focus. Comes from a solid background of managing Driver training programs, ensuring a safe and well-trained Driver team, resulting in the maximization of the department’s efficiency.


Problem Solver

Team Management

Driver Monitoring

Route Management

Transport Operations

Customer Service

Workload Prioritization Performance Management

A highly independent and self-motivated team manager known for a strong work ethic and well developed communication skills for resolving issues. Advanced knowledge of MS Office suite (Outlook, Word and Excel).



Ability to evaluate multiple options to move freight and consistently work with the transportation carriers in making low-cost and high-service choices.

Able to perform inventory management with the goal to minimize logistical cost and meet customer needs.

Investigates causes and implements solutions for transportation issues, including claims for loss and damage.

Measures supplier’s (vehicle workshops) performance against contractual and service delivery targets while monitoring improvement plans.

Resolves complex issues, working with the business and suppliers to solve issues at the root and prevent recurrence.

Possesses comprehensive understanding of transportation carrier dynamics, processes and workflow.


Routes cargo (mainly equipment and vehicles) in accordance with legal and customer requirements by assessing service options, available rates, transit time and loading and offloading requirements.

Possess general understanding of vehicle mechanics, transmission types, front and rear wheel drive vehicles, etc.

Able to assist in carrier management through evaluating, qualifying, maintaining and expanding relationships with prospective carriers and other logistics providers.

Conducted analysis on work procedures and recommended changes to improve the effectiveness and efficiency of the current organizational guidelines and workflow.

Oversaw the operational and the development of methods and procedures for the transportation of equipment.

Leadership & Management

Directed and scheduled driver’s daily tasks by planning, assigning and distributing work to properly cover geographical areas, coordinate equipment hauls, resulting in the achievement of maximum utilization of the fleet.

Solid judgment, problem solving and critical decision making skills utilizing limited resources.

Coaches, leads and develops drivers to support the organization’s goals and improve daily productivity.

Effectively communicate both verbally and in written forms with people in all areas of business.

Identified and resolved delivery and scheduling problems through timely communication with customers, drivers, vendors and other concerned parties.

Drove efficiencies within the organization through timely implementation of programs and processes to increase revenues and reduce expenses through effective management of human capital and fleet.


Owner/Operator May 2007 – April 2012

Spikes Motor Carriers Durham Region, ON

Provided leadership to build and maintain a strong fleet of subcontracted drivers to perform contracted towing; lead through effective communication, recruiting, training, coaching, counseling, appraising and rewarding.

Supervised transportation functions to ensure driver performance, customer satisfaction and company goals of efficiency, reliability and productivity.

Acted on opportunities that increased profitability for the company and efficiency for the customer by negotiating contracts with potential customers and car auction houses to bring in new business.

Planned, implemented and monitored all aspects of transportation operations and provided backup coverage for drivers who called in sick.

Supervised employees, including conflict resolution and disciplinary action; listened to all driver concerns and acted on them appropriately as they related to safety and the drivers ability to perform duties.

Ensured all drivers were accurately scheduled and ready to perform their driving duties. Additionally, made sure that every driver had all required training and certifications necessary to perform their duties safely.

Reviewed and revised driver schedules to ensure higher efficiency and lower costs, while making sure that the company met all customer requirements.

Conducted continuous analysis of vehicle and driver assignments and analyzed scheduling for improvement of service reliability.

Undertook the responsibility to make sure all equipment met regulatory and company compliance.


Flatbed Tow Operator – Maurizio Towing, Toronto, ON April 2013 – Present

Flatbed Tow Operator – Abrams Towing, Toronto, ON April 2012 – April 2013

Tow Operator – MCM Towing, Toronto, ON June 2002 – May 2007

Drives medium duty flatbed tow truck providing superior towing services for contracted insurance companies with the pickup and delivery of compact vehicles, machinery equipment, buses, motorcycles and other types of equipment.

Pads, stacks and secures transportable goods in position to prevent damage and safety hazards.

Operates on-board computer, radio communications and mapping systems to maintain regular communication with Dispatcher and pays special attention when responding to Toronto Police and OPP dispatched calls.

Interacts and has a calming effect on the customers, who are often in stressful situations, by establishing rapport, building trust and solving problems.

Ensures that the truck is maintained in a safe and proper working condition by checking oil, water and fuel levels, tire, lights and brakes on a daily basis.

Completes daily inspection form and reports vehicle status and mechanical problems to Supervisor for scheduling of repairs and regular maintenance. Additionally, completes daily paperwork, such as call-logs, battery invoices, cash receipts, etc.

Reports driving accidents, incidents and traffic violations to Supervisor immediately and completes required reports of the same.

Performs emergency roadside repairs as well as minor repairs and general maintenance, such as maintaining overall cleanliness of inside/outside of truck, topping off all fluids to proper levels, replacing windshield wiper blades and lighting bulbs.


High School Diploma 1994

Bishop Marocco/Thomas Merton Catholic Secondary School Toronto, ON

References: available upon request

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