Customer Service Manager
Resume:
STEVE LAFEVER
** ***** ****** ● ACRA, NY ***** ● 518-***-**** (C) ● 518-***-**** (H) ● *******@****.*** Target: GENERAL MANAGER TRANSPORTATION OPERATIONS MANAGER LOGISTICS MANAGER Highly accomplished Management professional with 30+ years of distinguished performance in both the private and public sectors, and expertise spanning personnel management, transportation, contract negotiations, marketing, customer service, and communications. Brings an exceptional work ethic and proactive leadership approach to hire, train, and build high performing teams; and execute business objectives for optimal results. Offers superior skills in transportation logistics, business development, manufacturing and service management, fostering myriad professional accomplishments, including improving brand awareness, mitigating costs, and driving profit growth. AREAS OF EXPERTISE
Strategic Business Planning
Project Management
Team Building & Leadership
Human Resources Management
Operating Policies & Procedures
Customer Service
Contract Negotiations
Risk Management
Research & Analysis
Inventory Control
Event Coordination
Financial Management
Hiring, Training & Coaching
Meeting/Conference Planning
Oral & Written Communication
Technical Proficiencies: Microsoft Office Suite (Word, Excel, PowerPoint & Outlook), Lotus Notes, Adobe Acrobat, UPS Road net (Omnitracs), SAP, Microsoft Publisher, Internet Research and DOS. CAREER DEVELOPMENT
Director of Logistics 2015 – Present
Paraco Gas/Kosco Oil – Saugerties, NY
● Executive level position responsible for managing, monitoring and implementing UPS RoadNet Logistics Transportation Suite Software and attaining key related transportation metrics.
● Motivate and Supervise and a team of managers, drivers and support staff and retain P&L responsibility.
● Ensuring proper application of RoadNet, including route creation, analysis, and manipulation as necessary to ensure the minimum possible miles per stop and most cost efficient delivery of routes.
● Strengthened business development and increased earnings through enhanced driver productivity by increasing Average Driver Stops Per Hour (ADSPH) from 1.7 stops PH to 2.3 stops PH.
● Abridged weekly miles per driver by 18%. 300,000 mile reduction YOY 2015 2016.
● Reduced miles per stop from 7.1 to 5.5.
● Reduced overtime by 10%.
● Identified and communicate high cost /service areas which included recommendations and implementation strategies that were adopted and included service parameter changes combining routes, ensuring proper use of equipment, eliminating duplicative, non productive delivery schedules and workforce reduction activities.
STEVE LAFEVER RESUME, PAGE 2
Logistics Manager 2014
Empire Merchants North/Member Charmer Sunbelt Group – Coxsackie, NY
● Executive level position responsible for managing, monitoring and implementing UPS RoadNet Logistics Transportation Suite Software.
● Supervise and assist a team of 45 drivers, a fleet of 40 + vehicles and retain P&L responsibility.
● Daily order download from SAP (mainframe based distribution software) into RoadNet application, route creation, analysis, and manipulation as necessary to ensure the minimum possible miles per stop and most cost efficient delivery of routes.
● Upload completed delivery routes to SAP platform.
● Responsible for effectively communicating with field organization to exchange information as needed resulting in better delivery times, lower miles and meeting customer time windows.
● Performed information exchange to include data verification related to products for the delivery area road network.
● Identify and communicate high cost /service areas to include recommendations and implementation of service parameter changes to increase profitability through combining routes, ensuring proper use of equipment, reducing miles and eliminating duplicative, non productive delivery schedules.
● Strengthened business development and increased earnings through enhanced driver productivity. District Service Manager 1999 – 2013
Unifirst Corporation/Tartan Textiles Services, Inc. – Watervliet, NY Service Management & Team Leadership:
1. Tasked with senior management of the Plant and Service Department with a keen focus on boosting sales, profits, and plant/service production & safety. 2. Supervise a team of 27 managers and associates, while maintaining full P&L responsibility and representing the company before federal, state, and local agencies. 3. Strengthened business development and increased earnings by 23%, recommending new products and successfully negotiating 3 5 year contractual agreements for over 1000 customers. Process Improvements & Profit Growth:
4. Covered routes in the absence of the route salesman and supervisors; and increased sales routes by 20% per representative.
5. Served as a Sarbanes/Oxley, and Records Access Specialist; and resolved potentially devastating sanctions with OSHA.
6. Drove $100K in annual savings through the Power for Jobs Programwith NewYork Power Authority, promoting economical electricity for businesses and not for profit corporations and boosting job retention for the state of New York.
7. Conducted safety needs assessments and initiated a Service Department Safety Program, including route driver/plant safety training in NFPA/HAACP/OSHA/DOL/HAZMAT and related procedures; route driver training in chemical, gas, and electrical safety; and education regarding general guidelines, rules, and statues.
8. Revitalized Safety and Technology Programs, saving Unifirst $500K+ annually, 20% reduction in preventable accidents; and implemented MIS reporting system along with assisting in ISO certification.
CAREER DEVELOPMENT CONTINUED…
Director 1995 – 1999
New York State Consumer Protection Board, Albany, NY 9. Liaised with PSC, NYSERDA, Legislature, FERC, EnCon, Collective Bargaining Units, and Stakeholders in all aspects of New York's telecommunications and electric industries. 10. Wrote HTML codes; and developed and updated the nationally recognized Consumer Web Site. 11. Worked closely with the Public Service Commission to ensure the compliance of telecom and electric companies with health, safety, environmental, and regulatory rules. 12. Designed and disseminated Regulatory and Consumer Protection training brochures, and conducted statewide consumer training programs.
13. Played an instrumental role in the deregulation of New York’s electric industry, and managed a budget of $4M in the absence of the Chairman.
Additional Professional Experience
Senior Policy Analyst/Director of Communications – New York State Senate, Albany, NY 5 Years Director of Communications – New York State Board of Elections, Albany, NY 5 Years EDUCATION & PROFESSIONAL DEVELOPMENT
Associate of Applied Science Degree – The State University of New York (SUNY Delhi), Delhi, NY Courses in Managerial Accounting, Federal Income Taxation, Business Law, Corporate Finance, and Entrepreneurial Marketing & Strategy – Cornell University, Ithaca, NY Courses in Public Administration, Organizational Foundation Principles, Personnel and Human Resources Administration, and Management Information Systems – Russell Sage College, Troy, NY Standard First Aid Certification with CPR/AED – American Red Cross COMMUNITY CONTRIBUTIONS & AWARDS
Coach – Greene County Pop Warner
Coach – Cairo Durham High School Football
Director – Capital District Pop Warner
Board of Directors – Greene County Pop Warner
Assistant Coach – RCS Basketball
Announcer – Cairo/Durham High School Football
Board of Directors (Former) – Ravena Coeymans Selkirk (RCS) After School Activities Program Volunteer – Cub Scouts Pack 1 Den 80
Silver Microphone Award – New York State Broadcasters Association
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