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Customer Service Manager

Spokane, Washington, United States
March 18, 2017

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Rod Jeffers Medical Lake, WA 509-***-****


Proven record of profitability and cost efficiency in operations and administration

Technical experience in multiple aspects of transportation management for shippers and carriers encompassing cost center and P&L responsibility

Resourceful manager with unique logistical, analytical, problem-solving and interpersonal skills

Successful in a variety of environments ensuring employee safety, training, effective communication, excellent customer service and compliance to high standards

Skills & Abilities

Transportation and Shipping

•Direct a fleet of trucks and trailers

•CDL Driver

Transportation Planning

•Analyze costs and administer budgets

Operations Management

•Office administration

•Reporting and quality assurance

Customer Relations

•Solution appraisal and negotiation

Sales & Marketing

•Coordinate with sales team and clients

•Increase market growth

Employee Training & Development

•Create training programs and teach courses

Experience Summary

Conway Western Express

•Developed and supervised new operations for 3 state region resulting in efficient and rapid start-ups

•Accomplished highest positive operating ratio rate of 69 by fostering high compliance standards

•Initiated proven successful process formula for system operations and proficiency standards

•Formulated a foundational manager training program for establishing audit consistency at all sites

Ryder Logistics

•Responsible for regional operational oversight, day-to-day management, and directly supervising staff and financial performance using efficiency and compliance strategies

Old Dominion

•Coordinated new site start-up and supervised all activities related to facility’s transportation and productivity

•Reduced 8% overtime to zero percent in one month without loss of manpower or “on time” service

Central Freight

•Overhauled failing operation that became profitable in 5 months by improving operation processes

•Increased sales leading to facility expansion using exceptional customer service methods


United States Marine Corps, Rank E-5, NCOIC Tool & Supply Room Services


Logistics Manager

4-2010 to 12-2013 Ryder Logistics Spokane WA

•Managed 11 state distribution, Fleet, Payroll, HR, Staffing, Training, Safety and Customer Service

•Established cost effective strategies for labor and fleet with on-time customer service and training

•Improved safe work environment by implementing effective employee training, coaching and standards

•Maintained vendor relationships establishing shared accountability in cost control, consistency and service

Terminal Manager

1-2006 to 12-2006 Old Dominion Spokane WA

•Created a new service operation startup for Eastern WA service region with success

•Lead sales efforts creating continual growth in market using high efficiency standards and negotiations

•Managed P/L, Dock, Delivery and Pickup, Customer Service and Safety functions resulting in “Best In Class” service award

•Orchestrated site’s first revenue profit in seven months by re-assessing budgets and spending

Terminal Manager

8-2004 to 11-2005 Central Freight Lines Spokane WA

•Revitalized failing operation to a profitable site in 5 months using astute interventions

•Increased sales, moved to a larger building and multiplied fleet operations

Operations Supervisor

12-2001 to 8-2004 GI Trucking Spokane WA

•Supervised dock and delivery operations covering Eastern Washington and North Idaho

•Coordinated fleet operations covering all Pickup, Delivery and Line Haul operations

•Ensured safety and performance for all Dock, City P&D and Line Haul drivers

Terminal Manager

03-1987 to 12-1996 Conway Western Express Spokane WA

•Rejuvenated a failing new startup into a multi-site operation covering USA and Mexico deliveries

•Serviced regional operations with corporate internal audit compliance inspections and reviews

•Achieved Safety Award for consecutive 3 years with no fleet accidents or personal injuries

•Implemented “Leadership Traits” for Management by creating a foundational training program

Related Experience

Terminal Manager

11-2015 to 8-2016 Pacific Auto Transport Spokane WA

•Managed vehicle inventories, inspections, distribution and safety for drivers of local rail operations

Warehouse Manager

11-1997 to 1-1999 Unisource Spokane WA

•Managed 30,000 sq. ft. warehouse to a 1/10th of 1% variance with zero overtime and 2,200 line items

Driver/ CDL

8-2007 to 4-2010 Terry’s Dairy Spokane WA

•Delivered dairy trailers to 5 Eastern WA destinations using prescribed company and DOT procedures

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