Customer Service Management

MARSHALL A. HAND **** Spruce St. Apt *R Philadelphia, PA 19107

845-***-**** ********.*.****@*****.***

TEAM LEADERSHIP/STRATEGIC PLANNING/OPERATIONS MANAGEMENT/ TRAINING DEVELOPMENT

Proven leader, skilled and resourceful planner with 11+ years’ of designing and executing complex projects, leading hands-on training development, program establishment, and creating highly effective, diverse teams. Innovative, intellectually agile leader and problem solver with global, cross-cultural experience who translates ideas into operational success. Skilled in risk management, project management, recruiting, and coordinating multifaceted projects, initiatives and programs. Leader, who continually challenges the status quo with a goal of improving efficiency and effectiveness while reducing risk. A strong written and verbal communicator, skilled at building strong relationships across multi-level teams.

Team Building, Leadership & Motivation Risk Management

Strategic Planning & Project Leadership Organizational Change Management

Customer Needs Assessments Procedural Analysis & Implementation

Lean Six Sigma Trained Strategic Supply Chain Management

Logistics Network Optimization Financial Management CAREER HISTORY

HOLT LOGISTICS CORPORATION 2015-PRESENT Southport Distribut ion LLC. Operat ions Manager

(Gloucester City, NJ)

Manager of all operational functions for the organization. Responsibilities include; personnel development and growth, budget management, tracking cost to labor production, weekly invoice billing, safety standards, employee hiring and termination, internal audits, union contract negotiations, and client contract negotiations. Primary advisor to the Chief Operating Officer on all operational aspects of company. Work closely with customer leadership to produce the most effective and efficient handling and storage of product, over the road trucking, and overall logistics to ensure successful customer service.

Responsible for the organizations profit and loss. Successfully lowered operating costs by more than 3% while increasing revenue by 5%.

Responsible for the daily operations of 207,000 sq.ft of refrigerated warehouse space, forty truck loading doors, one pier berth, and leadership of more than 30 personnel.

Coordinated with multiple government agencies to ensure the physical and food safety of a pier side refrigerated warehousing facility.

Brief company ownership concerning operational aspects both micro and macro providing critical information for future planning.

Counsel and manage operational and clerical staff to ensure accountability of more than $1 million dollars worth of product and $75 thousand of weekly invoicing during a time of high operational tempo.

Create programs through internal audits to compare and contrast operational rates at different times of year, facilitating planning, reducing time and costs.

UNITED STATES MARINE CORPS 2007-2015 Senior Advisor / Presidential Guard

Assistant Operations Officer

(United Arab Emirates (UAE) / Camp Lejeune, NC) (2013-2015) Actively engaged in organizational development, training and tactical operations for the command. Advised the senior leadership on all matters associated to facility, personnel, and related security. Represented and supervised 15 personnel in the leader’s absence, including events, staff meetings and adjacent headquarters meetings.

Fostered and maintained a cohesive working relationship with Emirati citizens and government to enhance the US-UAE partnership.

Coordinated pertinent actions of the unit’s air officer, fire support coordinator, and chemical biological radiological and nuclear officer (CBRNE), supporting all planning of group operations. Marshall Hand page 2

Planned and oversaw a flawless 30-day training evolution to Ft. Pickett, Virginia for over 400 personnel accompanied by 50 vehicles.

Company Commanding Officer / Executive Officer

(Kings Bay, GA) (2010-2013)

Spearheaded a wide range of security operations, specializing in weapons facility security, training program development and regulatory compliance. Oversaw safety and security operations for a strategic weapons facility, ensuring the safe escort of weapons and staff in transit. Interacted with various military, civilian and government agencies to plan and execute security operations.

Established and implemented strategic plans for special weapons security operations and training programs serving over 1,000 personnel.

Responsible for the redesign of standard operating procedures and associated manuals as well as annual vulnerability threat assessments.

Led a team of 310 personnel in the denial and mobile security of strategic weaponry to prevent tampering, detonation, removal and/or destruction.

Led the Battalion and Company level staff in Lean Six Sigma events to fix flawed operating procedures.

Developed and implemented security plans for distinguished visitors and VIPs, including five members of Congress and executive level leaders.

Designed and implemented strategic plans for special weapons security operations and training programs for more than 1,000 personnel at a level III secure nuclear weapons storage and production facility. Platoon Commander / Company Executive Officer / Non-Lethal Weapons Officer-in-Charge

(Twentynine Palms, CA) (2007-2010)

Managed wide-scale military operations and training/development exercises in support of critical USMC objectives. Developed and implemented strategic plans for training exercises utilizing scenario-driven methods and mission rehearsals.

Managed security, counter-insurgency, and offensive operations throughout a 14,000 square kilometer region of Iraq, leading up to 45 personnel.

Partnered with the US State Department and local Iraqi leaders to initiate and foster government and community development, including security for the 2009 Iraqi democratic provincial election.

Created and implemented a comprehensive training plan for 450+ foreign military and police officers from five countries, offering instruction in theory, application and the use of non-lethal weapons.

Planned and coordinated border crossings between Bosnia, Macedonia, Romania and Bulgaria (Balkans) for 20 vehicles, 45 staff members, and $2 million+ in equipment. EDUCATION AND PROFESSIONAL DEVELOPMENT

B.A. - Criminal Justice (Magna cum Laude) (Minor: Political Science / Sociology) State University of New York (SUNY), Albany, NY (2006) (Phi Beta Kappa; National Society of Collegiate Scholars) M.A. - Leadership Studies, Marshall University, Huntington, WV (2016) (Phi Kappa Phi) Certifications: SC PRO Supply Chain Management, Personnel Reliability Program (PRP); Oleoresin Capsicum (OC) Instructor; Advanced TASER Instructor; BAT-HIIDE System Certified Training: Lean Six Sigma Executive; Global Training and Advising; Expeditionary Warfare School; Formal School Instructors Course; Non-Lethal Weapons Instructors Course; Survive Evade Resist Escape (SERE) Level B and 250 TECHNOLOGY

Microsoft Windows (Word, Excel, PowerPoint, Access, Publisher), SharePoint, AS400 MILITARY AWARDS

Navy and Marine Corps Commendation Medal; Navy and Marine Corps Achievement Medal x2; Navy Unit Commendation; Navy Meritorious Unit Commendation; National Defense Service Medal; Iraqi Campaign Medal w/two Bronze Stars; Global War on Terrorism Expeditionary Medal; Global War on Terrorism Service Medal; Sea Service Deployment Ribbon w/two Bronze Stars

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