Customer Service Business Process
Resume:
Kwesi Moreland
**** ******* *********, ** *****
************.**@*****.***
Objective
To obtain a full-time position that allows opportunity for growth.
Profile
Motivated, personable business professional with a successful 20-year track record of excellent customer service and business process skills. Talent for quickly mastering technology and business process and procedures. Diplomatic and tactful with professionals and non-professionals at all levels, internal and external. Accustomed to analyzing, documenting and reporting all plan and actual results. Demonstrates a history of customer service and customer resolution skills internally and externally. Flexible and versatile – able to maintain a sense of composure under pressure. Poised and competent with demonstrated ability to easily transcend cultural differences. Thrive in deadline-driven environments. Excellent team-building skills.
Skills
Pr o j e c t Ma n a g e m e n t
Wr i t t e n C o r r es p o n d en ce
An a l y z a t i o n o f r e p o r t s an d m eas u r em en t s
On / Of f t h e j o b fa c il it a t ion
Co m p u t e r Kn o w l e d g e
Cu s t o m e r S e r v i c e S k i l l s
Ge n e r a l O f f i c e P o l i c y Kn o w l e d g e
Tr a n s p o r t a t i o n
Op e r a t i o n K n o wl e d g e
Pr o b l e m S o l v i n g
Qu a l i t y A s s u r a n c e
EMPLOYMENT HISTORY
EMPLOYMENT HISTORY
Petro Home Sevices – Delivery Manager January 2018 – Present
Manage a driver team of over 30+ during the delivery season
Keep track of DOT hours and regulation to ensure there are no violations
Managed a team of 5 total garage mechanics between two buildings
Manage a team of two supervisors, 3 dispatchers and two DMS clerks
Build routes in a ticket select pull
Driver safety training for CDL driver (Smith System)
Review and update P&L results with my management team
Keany Produce – Delivery Manager April 2016 – January 2018
Manage a team of over 80 nonunion drivers
Built schedules daily for driver routes
Trained employee’s regarding safety and driver methods (Smith System)
Kept track of driver DOT hours
Managed a group of 3 delivery supervisors
Preformed annual reviews for the entire driver team
Tristar Freight Systems – Container Dispatcher January 2015 – March 2016
JOB FUNCTIONS:
Responsible for managing a team of 8 total container drivers.
Responsible for dispatching commercial and military freight.
Responsible for drivers weekly payroll
Responsible for checking daily emails from potential customers and giving them drayage rates for container moves.
PEAPOD LLC – TRANSPORTATION MANAGER MARCH 2011 – September 2014
JOB FUNCTIONS:
Responsible for managing a team of 140 total drivers.
Responsible for managing a team of six supervisors to ensure the daily processes and procedures are monitored.
Responsible for creating driver schedules every six months to help control driver cost.
Responsible for creating office schedules for two different locations to ensure we maintained adequate staffing in both locations.
Responsible for monitoring P&L reports by period to maintain the yearly budget.
Responsible for holding performance reviews with the supervisor team on a quarterly basis.
Responsible for holding driver interviews on a weekly basis.
Responsible for creating incentive plans to keep the safety culture positive within the department.
DELIVERY SUPERVISOR United Parcel Service JULY 2009 - MARCH 2011
Monitored a team of drivers that consisted of over 30.
Ensured over thousands of packages were delivered by time of commitment on a daily basis.
Dispatched over a hundred daily.
Analyzed reports daily to ensure the drivers were achieving there performance goals daily.
Analyzed reports to ensure the driver teams are practicing safety at all times.
Provided excellent customer service on a daily basis.
PRELOAD PACKAGE SUPERVISOR United Parcel Service January 2008 - JULY 2009
Performed quality assurance audits on business processes and procedures.
Performed work measurements to determine goals and maintain goal performance.
Supervised over 100 employees between two shifts.
Trained all new employees regarding the daily process with preparing package cars for a.m.deliveries.
Analyzed and reported all audit findings and training.
Utilized internal customer service skills in training and everyday duties.
FEEDER/TRANSPORTATION SUPERVISOR United Parcel Service MARCH 2000 - JAN 2008
Have extensive knowledge dispatching tractor trailer drivers on all shifts.
Responsible for creating and filling schedules on a daily basis.
Assigned the responsibility to create vacation schedules for the entire driver team.
Responsible for creating a contractual bid schedule for the driver team to bid on once a year.
SE A SO N A L SE R V I C E PRO V I D ER FT United Parcel Service OCT 2002-DEC 2003
Cross functional peak Assignment within company
Made deliveries and pick-ups to UPS customers during the holiday/peak season while providing excellent customer service.
Performed these duties while maintaining proper driver methods.
EDUCATION
Baltimore City Community College
References available upon request
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