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Manager Customer Service

Coppell, TX
February 19, 2020

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Laura Golden

Coppell, TX *****

Phone: 972-***-****


A progressive Business Operations Manager with strength in driving performance, reducing inefficiencies and cutting costs. Self-motivated and focused candidate who has over 20 years’ experience of working in the logistics and transportation industry. Self-sufficient and resourceful, with a responsive, cooperative and knowledgeable approach to work as well as professional attitude to dealing with all operational issues that may arise. Experience in improving methods to ensure customer and employee satisfaction.


Looking to obtain position as Senior Operations Manager within an organization that enables use of 20 year’ experience managing resource allocation, strategic planning, personnel recruitment and financial analysis to support organizational growth.


Areas of Expertise

Identify, develop, and

implement best

practices that increase


Contract negotiation

and resolution;

Procurement processes,

procedures, and policy


Business development;

Vendor management;

Strategic planning;

Strategic sourcing;

Financial oversight;

Process improvement;

Cost reduction and


Government safety and

compliance regulation;


Stakeholder - people

and relationship


Management Skills

Lead team to success,

prioritizing resources to

meet goals;

Team building;

Set operations, policy,

and procedure

standards; and,

Manage staff member

compliance with

administrative and

government procedures

and regulations.

Technical Skills

Microsoft Office Suite 2010

Awards and Accolades

Michael’s Regional Carrier of the Year


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Laura Golden


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Instico Global Logistics, Irving, TX March 2015 to Present

(formerly MEC Transportation Services)

Operations Manager

Analyze expenditures and other financial information to develop plans, policies, or budgets for increasing profits or improving services;

Collaborate with staff members to formulate and implement policies, procedures, goals, or objectives;

Implement schedule and policy changes;

Oversee operations to ensure that staff members comply with administrative policies and procedures, safety rules and government regulations;

Monitor spending to ensure that expenses are consistent with approved budgets;

Plan, organize, or manage the work of subordinate staff to ensure that the work is accomplished in a manner consistent with organizational requirements;

Set operations policies and standards;

Preside over investigations to verify and resolve customer or shipper complaints;

Manage activities related to dispatching, routing, or tracking transportation vehicles;

Direct procurement processes including equipment research and testing, vendor contracts, or requisitions approval;

Prepare management recommendations, such as proposed fee and tariff increases or schedule changes;

Supervise workers assigning tariff classifications and preparing billing; and,

Direct and coordinate, through subordinates, activities of operations department to obtain use of equipment, facilities, and human resources.

Bear Transportation Solutions, Farmer’s Branch, TX April 2008 to January 2015 Operations Manager (March 2010 to January 2015)

Business-to-business and business-to-customer distribution network;

Ensured national, regional, and local transportation coverage;

Client-customized transportation solutions;

Dedicated in-house customer relations. Client defined key performance indicators;

Department of Transportation safety and compliance;

Provided IT Solutions for specific accounts;

Customized cross-docking and short distance warehouse transfers and customer deliveries;

Spot quotes provided single or team transit;

Worked with a wide range of equipment including dry van and refrigerated trailers; and,

Oversaw control tower dispatch, tracking and tracing, carrier relations department, and carrier performance metrics.

Laura Golden


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Business Development Manager (April 2008 to March 2010)

Responsible for soliciting and developing business opportunities that achieve prescribed company objectives in regard to cost, customer service and profit;

Operate as part of the sales and marketing point of contact, working to develop and implement integrated solutions for Bear Transportation Solutions customers;

Responsible for research, data collection, and analysis, together with direct communication & liaison with customers and other internal functions such as operations;

Create opportunities for new or incremental business with existing customers;

Develop new service and pricing based on customer need with input from operations;

Make recommendations to operational managers how to streamline processes on pricing decisions and customer proposals;

Respond to sales inquiries from prospective and existing customers and facilities;

Prepare quotes using available information, complete full analysis for larger quotes; and,

Cold call marketing.

Golden Express Logistics, Coppell, TX April 1997 – July 2008 Sole Proprietor of $1.2 Million Trucking Company

Specialized in on-time, high security, demand freight. Operational radius included local, regional, and long- haul delivery locations;

Routes, equipment, drivers and dispatch operations were adjusted based customer needs and maximum monetary gain;

Negotiated all leases, purchases, and rental agreements with Pac Lease, Bright Lease, Xtra Lease and Advantage Trailers;

Developed Agreements with varying terms, interest rates and residential value dependent on market conditions;

Negotiated monthly fuel rebates with Chevron on top grade fuels to help offset rising fuel and operation costs;

Managed 16 employees by maintaining MVRs, drug screenings, background checks, payroll taxes, and insurance;

Complied with state rules and regulations and filed fuel tax reporting; and,

Dispatched drivers for high profile freight such as Samsung and GM.

Contact this candidate