Operations Manager Customer Service

KENYA FRANKLIN, MBA

Strategic – Collaborative – Agile – Innovative

DYNAMIC, SOLUTIONS DRIVEN FLEET OPERATIONS MANAGER Delivering Safe, Cost-Effective Freight Building Advantageous Relationships Providing Best in Class Service Offering diverse and accomplished experience in leading transportation processes, repeatedly producing strong results that continuously overreach expectations, improve operational efficiency and achieve maximum profitability. Proficient at executing load assignments to define on-time, safe, damage-free freight delivery in a cost-effective manner. Adept at optimizing assets and drivers to meet customer requirements, service levels, revenue goals and driver needs. Strong coach and mentor, recognized for consistently promoting a path forward by effectively training and developing high impact teams on using breakthrough industry initiatives to intensify operations and fuel epic growth. SKILLS & EXPERTISE

PROFESSIONAL EXPERIENCE

LOGISTICS PLANNER / FLEET MANAGER – J.B. HUNT., Chicago, IL 2018 – Present

Provide overall leadership, coaching and guidance to new managerial employees and direct reports across Reefer transportation, LTL, Truckload, Intermodal, Regional and Owner Operator operations.

Define a clear direction and vision for the transportation process; setting the lane strategy in conjunction with demand and benchmarks to develop and grow the business and deliver excellent service at the lowest cost.

Evaluate and monitor transportation process while working closely with local rail yards and customers to navigate and forecast freight for short- and long-term impact across the landscape.

Establish and deliver industry best practices and continuous improvement to foster a company culture built on ethics, ownership and responsibility.

Drive strategic planning to meet operational needs and customer satisfaction by engaging with drivers, brokers and dispatch teams to secure best rates and achieve on time, safe / damage free delivery in a cost-effective manner.

Identify and address operational problems across processes through monitoring performance and adherence to external customer and organizational requirements and vendor agreements.

Coordinate freight balances nationwide and assign daily/weekly loads to trucks/drivers in accordance with DOT regulations, while ensuring operations are within guidelines, safety measures and administrative policies.

Utilize high impact, flawless negotiation and relationship building skills while working and managing external carriers to minimize costs and maximize customer service levels.

Improve team safety performance through increased focus, refinement of safe work procedures, rigorous disciplinary action enforcement, and root cause analysis of incidents.

Closely analyze and communicate the OTR loads with each terminal personnel and driver manager to ensure maximum equipment utilization for increased revenue and profitability. PROPERTY MANAGER – JDT PROPERTIES, Chicago, IL 2018 – Present

Steer and manage 3 property managers and 3 on-site personnel across the day-to-day operations of 30 units and 10 properties.

Meet targeted revenues by setting rent rates, ensuring rent and fees were collected and posted in a timely manner, making financial bank deposits, and preparing/reviewing monthly financial status reports.

Implement sound marketing plans and sales strategies to improve the property Rental Revenue portfolio, Total Income and NOI. EFFECTIVE COMMUNICATION

FLEET MAINTENANCE

CROSS COLLABORATION

RELATIONSHIP BUILDING

SUPERIOR CUSTOMER SERVICE

PERFORMANCE TRACKING

EQUIPMENT UTILIZATION

ON – TIME DELIVERY

COST CONTROL INITIATIVES

LOAD PLANNING

TEAM LEADERSHIP – DIRECTION

DOT REGULATIONS / OTR

DRIVER TRAINING / DISPATCH

OPERATIONAL IMPROVEMENTS

LOGISTICS PLANNING

Zion, IL 60099

773-***-**** **************@*****.***

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Utilize property management principles, methods, and tools to manage residential real estate property through establishing plans and setting achievable goals and objectives for long-range growth.

Retain a substantial figure of tenants’ month-over-month by using strong leadership, interpersonal, communication, and customer service skills.

Build and foster proactive and trusting relationships with tenants, landlord, brokers and vendors to maximize income at various properties.

Reach rent growth across the property by sourcing, negotiating, and executing contracts, deals and renewals.

Maintain property maintenance logs and inventory of supplies; enforce all housing and local landlord/tenant laws and regulations. ASSISTANT LOCATION MANAGER – FIRST STUDENT, Northbrook, IL 2012 – 2018

Facilitated in establishing efficient operations for transportation company servicing various schools across the district, while overseeing a fleet of more than 100 buses.

Operationalized and executed key strategic initiatives with a focus on creating a best-in-class organization by delivering immeasurable training to new and existing CDL drivers on proper procedures, techniques and laws.

Prepared the monthly fuel reports, invoices and billing for the districts, wage transfer and cost management report in adherence to the company budget.

Partnered with business unit leaders and other key stakeholders in developing forward-thinking solutions and implementing process improvements to drive change and elevate all-around driving performances at the operational level.

Recognized opportunities and reinforced operating best practices to help eliminate operational barriers and minimize disruption to fleet services and assigned routes.

Improved the operational position by exploiting market conditions, streamlining workflows and making sound recommendations to ensure deadlines were met and operations ran smoothly.

Continuously enforced company policies, procedures, and any changes to current standards while formulating distinctive expectations, scheduling, and disciplinary actions for a highly diverse workforce. EDUCATION

Columbia College of Missouri

Master of Business Administration

Bachelor of Science in Business Administration, Concentration: Health Care Management TECHNICAL PROFILE

Microsoft Office Suite (including Word, PowerPoint, Outlook, Excel, and Access), SharePoint, FM2, Versatrans, Focus, Zonar Systems

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