Operations Manager Customer Service

MARIANNE ROSE

Atlanta, GA https://www.linkedin.com/in/marianne-rose-ga 678-***-**** ***************@*******.***

STRATEGIC REGIONAL OPERATIONS & BUSINESS PROCESS DIRECTOR

Operations leader with career success in identifying needs, driving solutions, and implementing organizational changes to reduce costs and improve efficiencies. Build strong relationships and communicate with all levels of staff and leadership to move the business forward and accomplish goals. Career record of success impacting business processes, problem-solving, planning, and project management. Able to manage through enormous change, articulate challenges, and keep teams focused and dedicated. Key Strengths

Team Development & Leadership Financial Management Change Management Budgets

Data Analysis Critical Thinking KPI Management Customer Service Asset Productivity Safety

PROFESSIONAL EXPERIENCE

SCHNEIDER NATIONAL, INC. Fairburn, GA 2006-2022

Transportation and logistics companies in NA are known for service, reliability, and supply-chain value creation.

Director, Operations – Jan 2018-Nov 2022

Ramp Operations Manager – December 2015-Jan 2018

Intermodal Operations Manager – Mar 2006-Dec 2015

Promoted to director with responsibility for the entire Southeast region. Led a team of 3 Operations Managers, 20 dispatch and driver leaders, and 400+/- drivers located at 10 different ramps and 4 different offices in the Southeast that operated 24/7.

Cost Reduction/Budget

Instituted and implemented weekly safety & key factor scorecard reviews to discuss KPI’s - service, loaded ratio, utilization, capacity needs, retention, pay, training, freight mix, safety, and regulatory.

Saved $774K in overall costs by increasing driver capacity (378A vs 275B), improved asset utilization (73% driver to tractor ratio vs budget of 85%) and reduced third party usage (95% vs 90%B).

Won the Ramp of the Year Award in 2019 for overall best results in the areas of cost, turnover, safety & loaded ratio. Turnover was outstanding - 27% lowest on record.

Avoided $3.2M in costs by reducing empty miles by $.22/mile in 2021.

Change Management

Led first pilot for dispatch in the field, box availability and assignments, appointment setting, multiple software systems/changes, tractor sharing, rating, and negotiating rates with outside carriers, implantation of own chassis, and transitioned to an hourly pay scale.

Selected to champion pilot to start and manage first field operations to provide local regional support shift operation with 6 associates. Model implemented corporate wide.

Member of pay teams in 2011, 2014/15 & 2022- Contributed to the redesign of compensation for driver associates and to develop tools necessary to manage performance.

Chosen by the General Manager to be sector representative for an organization wide project to re-design front-line leadership role. Provided input, feedback, deconstruct/reconstruct analysis, tracking KPI’s, and pilot design – to streamline work.

Awarded the Operational Excellence Presidential Awards in 2015 & 2020 for implementing company owned chassis and centralized dispatch.

Leadership/Staff Development

Selected by HR to be a mentor for up-and-coming leaders in the organization. Promotions occurred for 2 mentees during mentorship.

Won Safety Presidential Award in 2015 for achieving 500 straight days without a preventable accident.

oWorked with front line leaders to consistently remind drivers of ways to stay safe, partnering with Safety & Training teams on refresher training opportunities on slow maneuvers, implemented a Get Out and Look campaign, and daily updating drivers of progress.

Chosen as field representative for the Women’s Network to help develop, enrich, and inspire female leaders. Planned events, collected, and analyzed feedback to improve future events, led book club discussions, and attended yearly conferences on Women in Leadership.

SCHNEIDER NATIONAL, INC. Atlanta, GA Dec 2003-Mar 2006

Service Team Leader

Led over 85 Intermodal driver associates and 2 service team representatives over 6 hubs in the southeast (Atlanta, Jacksonville, Savannah, Orlando, Tampa, and Miami)

Analyzed profit and loss statements, driver payroll, and market conditions to plan capacity requirements.

Optimized driver/truck utilization by soliciting freight. Worked with the Brokerage and Opti Modal (3rd party carrier team) departments balancing driver capacity needs and customer requirements.

Led team responsible for tracking high risk drivers in efforts to reduce or eliminate safety violations.

Participated on the driver compensation team.

Presented quarterly updates at driver communication meetings.

Coached, mentored, and developed associates resulting in career progression.

Promoted to Senior Service Team Leader March 2006.

SCHNEIDER NATIONAL, INC. Dallas, TX July 2001-Dec 2003

Service Team Leader

Recruited at college career fair to lead start-up for the Wal-Mart dedicated account. Developed relations with Wal-Mart, determined capacity and driver utilization requirements, fulfilling capacity requests, analyzing driver pay structure and salaries, and developing tracking systems for non-automated systems.

Oversaw Georgia Pacific account with over 50 driver associates.

Led cost reduction initiative to reduce the number of out of route miles, increasing driver utilization by 2%.

Developed and deployed training materials for Service Team Leaders. Personally trained 3 new hires.

Created a new process for recognizing Driver of the Month. Detailed the nomination, selection, and presentation processes.

Selected to lead the United Way campaign for the Dallas Operating Center.

EDUCATION

Auburn University – Auburn, Alabama

BS Operations Management

CORPORATE TRAINING

100s of hours of training in areas including critical thinking, leadership foundations, Frontline Leadership, GSS, Change Leadership, Continuous Improvement, Effective Recognition, Effective Listening, “How to Deal with Difficult People” Gallup Group, Pacific Institute Training

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