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Customer Service Manager

Greenleaf, Wisconsin, 54126, United States
October 05, 2016

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October *, ****

Dear H.R. Recruiter;

It was with great interest that I read your recent posting for the Special Assignment Clerk position.

I have considerable experience in the area of Transportation Logistics and Operations administration. I believe this background and experience, coupled with my driver dispatching expertise would make me an attractive candidate for your opportunity.

As a “hands-on” Driver Manager, at Hirschbach Motor Lines, I regularly developed and implemented unique communication strategies to better improve employee retention and reduce driver turnover, for the drivers I was responsible for. The execution of these initiatives allowed my organization to become one of the fastest growing trucking companies in the Country. And, by fully executing these initiatives . . . the supply chain business units I was supporting were able to exceed their annual productivity and efficiency targets during the time I was there.

I am now seeking a new management or specialist role and was intrigued in your opportunity. If after reviewing my resume, if you feel my qualifications are commensurate with the match you are seeking, I would very much welcome and appreciate the opportunity for a personal interview.

Best regards,

Amy Kruser


Amy Kruser

1410 West Fairplay Street

Hazel Green, WI



To obtain a full-time position where my educational training and professional experience is utilized.


Strong practical and academic foundation.

Excellent guidance, consultation and negotiating skills.

Excellent computer skills.

Supervisory skills.


Driver Manager September, 2013 to June, 2016

Responsible for overseeing the operations of certain drivers I was regularly dispatching for deliveries. Communicated daily departmental and Safety objectives in order to ensure their compliance with all applicable DOT and Safety regulations. Worked closely with Safety, Maintenance and Operations team to ensure drivers were complying with policies and procedures, service demands, and on-time deliveries.

Utilized and introduced new products that assisted in determining drivers that needed to modify their behavior, including TPI, SpeedGauge, and various tools available in Peoplenet including but not limited to e-logs, roll stability, hard braking, personal conveyance, and HOS violations.

Managed problem drivers and their corrective action plans.

Donovan Trucking LLC

Logs August, 2012 to September, 2013

Overseen compliance and program goals. Write report for delays, incidents and mishaps, if needed. Knowledge of state law. Contact with driver(s) when issues with logs. Team player when confronting issues with logs, and team player throughout. Knowledge of Trip Envelopes. Know and understand PC Miler.

New Directions

BHIS Provider 3/2013 to September, 2013

Maintain confidentiality of records relating to clients' treatment. Encourage clients to express their feelings and discuss what is happening in their lives, and help them to develop insight into themselves and their relationships. Guide clients in the development of skills and strategies for dealing with their problems. Prepare and maintain all required treatment records and reports.

Counsel clients and patients, individually and in group sessions, to assist in overcoming dependencies, adjusting to life, and making changes.

Collect information about clients through interviews, observation, and tests.

Weiderholt Transport

Compliance 4/2008 to 4/2011

Write report for delays, incidents and mishaps, if needed. Supervision of approx. 15 employees to include: coaching, performance evaluations, staff meetings and disciplinary action as necessary. Maintain effective working relationships with drivers and participants who have intellectual and physical challenges, their family members, and community resources. Superior customer service and phone skills, problem solving, time management, and organizational skills.

Overseeing and scheduling the day to day activities of transportation employees. Frequent communication with Management team regarding status and logistics of deliveries/pick-ups to ensure quality service is provided to our customers. Assist management team in the supervision of transportation personnel. Ensure all deliveries/pick-ups are done efficiently. Other transportation activities as required by the needs of the company and the customer base.

Sedgwick CMS

Customer Service Rep 12-06- to 3-08

Assisting employees with short and long term disability claims. Answering questions/concerns regarding claims which have not been approved. Maintaining privacy. Teaching employees about claims and their policy.


University of Dubuque, Graduated July, 2002

Bachelor of Arts Degree

Double Major: Legal Studies & Sociology.

Concentration in Criminal Justice.

Amy Kruser

1410 West Fairplay Street

Hazel Green, WI 53811


Professional References

Human Resource Director

Hirschbach Motor Lines

Mr. Thomas Loch

2460 Kerper BLVD

Dubuque, IA 52001

(Work) 402-***-****

(Work Cell) 563-***-****

Licensed Mental Health Councilor

Ms. Amanada Brune

16433 Nottingham Court

Dubuque, IA 52002

(Work) 563-***-****

Lease Operator at Hirshbach Motor Lines

Mr. Mark Durham

5833 Chalet Way

Hosston, GA 30548

(Work Cell) 404-***-****

June 6, 2016

Re: Amy Kruser

This letter of reference provides an introduction to Ms. Amy Kruser. Amy has recently provided Hirschbach Motor Lines (HML) with over 3 years of commendatory service in our Dubuque based Operations department. She successfully served in this capacity, wearing many hats, until her recent departure from our Company, due to her position being eliminated as a result of a downsizing of our Dubuque operation.

In her capacity as a Driver Manager, Amy was responsible for increasing driver retention by providing drivers with over 2,500 miles per week, managing their home time, using TPI effectively, and encouraging drivers to provide excellent service to the Company. Amy was responsible for generating daily reports and providing weekly reviews for each of her drivers. The review discussions with her drivers included fuel economy, idle time, home time, maintenance, safety, and settlements.

Amy regularly had to work in a demanding, fast paced environment . . . especially in her customer service/driver management roles, where she regularly booked, planned and scheduled loads. She also completed data entry billing spreadsheets on a regular basis, and implemented a number of process improvement steps . . . which improved the company’s overall handling of load entry and various dedicated fleets.

Amy was known for going well beyond the ‘call of duty’ on several occasions, verifying all payment requests, authorizing payments for invoices, vendors, etc., as well as assigning proper accounting codes for each transaction per company procedures. Amy implemented a number of process improvement steps with HML . . . which improved the AR department’s over-all productivity, processes, turn-around time as well as their compliance and governance requirements.

In addition to her excellent attention to detail skills, Amy’s written and verbal communications are also very good. Amy had to regularly communicate with drivers regarding their routing, home time, and physical damage and/or cargo insurance for qualified losses. She also had to regularly take status calls, insuring that both equipment and cargo were secure, and the deliveries were intact and on time.

It’s without hesitation, that I believe that Amy’s prior experience, professionalism, and “can do” approach and attitude will serve a future employer very well. Amy has been regularly recognized for her outstanding customer service and technical competencies.

I am pleased to provide this letter of reference for Amy. Please don’t hesitate to contact me should you have any questions or if additional information is needed. I can be reached directly at 402-***-****.


Thomas H. Loch

V.P., Human Resources

August 13, 2016

To Whom It May Concern:

I am writing this letter on behalf of Amy Kruser. Amy has worked for me for approximately 16 months at New Directions in Dubuque, Iowa. Amy demonstrates a very professional attitude and is always reliable and efficient.

Amy treats all of her clients with dignity and respect and I have received several compliments regarding Amy's professionalism. Amy currently provides services to Title 19 clients. These services include skill development and assisting her clients in understanding the community resources that are available to them along with several other tasks.

Amy is a team player and is also very independent. She is a fast learner. Amy is an asset to any agency/company that she works for.

I hope that you consider Amy for the position in which she is applying. Again, she would be an asset to your agency.

If you have any questions or comments, please do not hesitate to call me. I can be reached at 563-***-****.

Thank you for your time and cooperation with this matter.

Respectfully Submitted,

Amanda M. Brune, MA, LMHC

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