Operations Manager Customer Service

JOHN J. REINWALD

**** ******** ****** *******, ** 24523

917-***-**** // ***************@*****.***

EXPERIENCE

MS Office Suite with advanced skills in Excel and PowerPoint

Safety related programs

Avid internet user

Labor negotiations

Superb presentation skills

Well versed in complex financial reporting & analysis

An accomplished executive level professional that focuses on efficient operations by improving quality, safety and customer service in the logistics industry. Inspire and mentor high performing teams that drives revenue, productivity and profit growth. Skilled in relationship building and presentations that creates consensus with key decision makers.

Labor relations workshops, Team building

training, Hazardous materials emergency response, Business analytical training, Logistics and transportation tariff ‘s, International shipment training/ inbound customs, Fleet maintenance reporting, DOT hours of service certification, Cost reduction analysis training, Safe work methods trainer certification, Safe Driving Trainer certification, GPS tracking certification, Air Dangerous goods, FAA on-site inspection certification, OSHA on-site inspection certification, New employee mentoring certification and Trainer certification, BioKinetix warm up certification for workforce, Electronic data protection training and certification.

PROFILE

CORE COMPETENCIES

TRAINING

ADDITIONAL SKILLS

Strategic Planning

Transition Implementation

Talent Management /Coaching/Development Routing/Controlled Dispatch

Quality Improvement

Self-Directed Safety Teams

Analytical, Efficient, Productive

Operations Management

Budget Management

01/2021 – PRESENT

XPO LOGISTICS OPERATIONS MANAGER

Virginia

OPERATIONS MANAGER

WAL-MART SUPPLYCHAIN SOLUTIONS / LOGISTICS

Virginia

OPERATIONS MANAGER

2019 – 2020

UNITED PARCEL SERVICE (UPS), North Atlantic District

New York, New Jersey, Virginia

DIVISIONAL OPERATIONS MANAGER

Operational Performance

oOversee 12 high volume buildings across 4 northeast states

oResponsible for a package fleet of up to 1200 vehicles, several management layers and operations; 2900 direct employees

oOverseeing the development of division operating plans to maximize operational performance and promote service and safety.

Human Capital Management

oManage resources and people processes (e.g., Performance Management, Career Development, Succession Planning, Salary Administration, Training, Staffing, etc.) to ensure the day to day administration of processes and formal procedures.

oEnsure that all employees have specific, documented career goals and detailed plans for achieving these goals to advance their development.

Customer Excellence

oMaintain good customer rapport to identify and achieve their business needs, streamline UPS operations, and reduce costs.

oInvestigate and resolve customer’s issues in a timely, effective manner to maintain customer trust, retain business, and create sustainable problem resolution processes.

1991 – 2019

2014 – 2019

OPERATIONS MANAGER

2008 – 2014

Managed, trained and mentored a workforce of up to 125 Drivers, 14 Supervisors, 48-part time loaders and a fleet of up to 130 vehicles.

Oversaw key operational functions including budget management, loading and unloading, routing, scheduling, dispatch, fleet readiness, and all related daily activities.

Established goals and performance metrics by using real-time data collection and analysis.

Utilized analytics to take a proactive versus reactive response to risks and opportunities, and as a baseline for continuous improvement.

On boarded key accounts involved with implementations and execution of new customers: B and H Photo, National Football league, Major league Baseball, Sony music and amazon

Collaborated with supervisors and team to streamline and re-engineer workflows/processes.

Combined automation with improved business model to achieve lean and efficient staffing.

Accomplishments:

Appointed Safety Co-Chair: reduced injuries by creating guidelines, training and interventions.

United way coordinator, 1K plus employees to a successful campaign annually and raised over $30,0000. Strengthened driver safety and compensation by 80%. (Reduced on pay claims from 6 to 1).

Boosted on-time delivery from 75% to 99% (Not including peak season).

Reduced overall cost by 30%. (On road cost per package).

Improved Driver stops per hour and packages per hour by 8% per year by mentorship and technology. Increased revenue by $500,000 through sales lead program.

Awarded best cost per package peak season, Top United Way Coordinator, Best in class for sales lead program 2016-17.

California Coast University 2023

MBA in Business Marketing

EDUCATION

St. John’s University 1996

Bachelor’s in Criminal Justice

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