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Manager Customer Service

Conyers, GA
February 23, 2020

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Kathye Word

Area Manager-Greater Atlanta Area

Conyers, GA 30012


Seasoned Manager with more than 35 years of experience in a fast paced logistics environment. Track record of achieving exceptional results financially and achieving this with a motivated team. Motivated leader with strong organizational and prioritization abilities. Service and customer service oriented with the goals of making our customer happy and successful, while achieving the financial goals of my organization.

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Area Manager

UST Logistical Systems - Atlanta, GA

March 2019 to Present

Responsible for the support of the Field Management team to ensure company standards, procedures, and goals are met, including meeting financial targets. This person will achieve superior level of service requirements as expected by company’s customers. At the direction of the Divisional Vice President this person creates, updates and distributes weekly reports tracking KPIs. The goal of this position is to support the Regional Managers and Divisional Vice President in achieving operational goals by traveling to accounts, identifying opportunities, put corrective practices in place to correct along with run point for start-ups of new locations. Responsibilities

• Support daily operations with emphasis on service and operational objectives, inclusive of logistical support and supervision of a local operation and 3 remote operations.

• Meet or exceed the UST and Client Service requirements

• Assist in recruiting of new owner operators

• Follow through with managers to ensure proper training is taking place to E3 standards

• Conduct business in a manner which will enhance the reputation of UST, our contractors and customers

• Conduct ride behind and evaluation of contractors to determine skill levels

• Monitor weekly reports to ensure financial objectives are being met through proper invoicing

• Monitor weekly settlements to ensure contractors goals are being achieved

• Ensure all operations are operating in compliance with DOT and OSHA requirements

• Support the overall success of UST in all regions and ventures

• Travel to under-performing accounts and determine root causes of deficient performance while formulating action plan to correct

• Handle research and special projects to support field operations

• Knowledge of how to run the day to day operation to be able to fill in as a Location Manager/Regional Manager as needed.

Site Coordinator


November 2017 to Present

Worked as a contractor for the Xerox account until May 2018 and then went on Xerox payroll. Responsible for the efficient operation of the print center. Review all print jobs in the WebCRD print portal for the account. Sends the orders to print and controls the workflow. Customer service to the customer, which involves helping with training at the schools and with the end users of the print portal. Communicates with the 1st and 2nd shift. Assigns the work to the 2nd shift which are Xerox operators. Fills in when necessary with running the equipment on 2nd shift to ensure the work load has been completed. Fills in for the DCA technician, who goes to the schools to make minor repairs to the Fleet copiers. Administers the reporting for the Xerox account, inclusive of helping with the Quarterly Review process and all reporting to the customer.

Truck Gate Supervisor

Command Security - Savannah, GA

November 2016 to October 2017

Manages the entire operation of a Security/Logistics operation whom customer operates a cross dock for port containers for Home Depot, Dollar General, Tractor Supply, and The Gap. This is s 24 hour/7day week operation. Schedules all associates and manages all the operations processes. Receiving Clerk

Michael's Window Treatments - Greensboro, GA

May 2015 to May 2016

Responsible for the receiving of shipments and the scheduling of installations for this retail shop. Also, involved in sales on the showroom floor. This was temporary local position while I was transitioning to Savannah.

Operations Manager

The Hubach Group - Pooler, GA

April 2014 to August 2014

Provided driver management and support in a 3PL Trucking facility. Managed the drivers, dispatch and safety program for the OTR drivers. Also, managed the backhaul program to increase the revenue and decrease the cost per mile adding value added services to our customers. Logistics Manager

Ryder Dedicated Logistics, Inc - Conyers, GA

April 2011 to April 2014

Providing hands on management of a dedicated Transportation account on customer premises. Managing dedicated drivers in order to make the transportation decisions that are the most cost efficient for the customer. Started a backhaul value added service which provided a $400,000 direct savings to the customer. Responsible for the hiring and managing of Class A drivers and location staff with cost and efficiency being a priority. Developed a team oriented environment. Operations Manager

Velocity Express - Atlanta, GA

June 2010 to November 2010

Responsible for the administrative management of a 3PL warehousing and transportation start up account. Responsible for the day to day operation of the facility including the dispatch and management of 40 contract drivers. Set up safety and OSHA approved guidelines for the facility. Distribution Supervisor

Sanofi-Aventis, Inc - Forest Park, GA

May 2008 to May 2009

Responsible for the operation of a 300,000 sq. ft. pharmaceutical distribution center. The DC was the only supply chain operation in the US for the third largest pharmaceutical company in the world. Responsible for the import and export of product, associate management, and the overseeing of sample distribution to the sales staff and physician offices. Operated and adhered to strict and efficient financial budgets.

Facility Manager

Ozburn-Hessey Logistics, Inc - McDonough, GA

November 2006 to May 2008

Operationally responsible for a 3PL facility that provided distribution for six national companies. Managed a 30+ staff in a pick and pack operation. Responsible for the shipping and receiving of product and provided excellent customer service. Managed the P&L and budget for the facility that was one of 3 facilities on the Ozburn campus.

Warehouse Supervisor

Best Buy, Inc.-Regional Distribution Center - Suwanee, GA April 2005 to October 2006

Operationally responsible for the 2nd shift operation for Best Buy's Regional Distribution Center. Managed 15 associates in a warehouse environment. Responsible for the for the shipping of the product to the retail stores, as well as, the shipping of the product transferred between stores, and managing the home delivery drivers that transported deliveries to the homes of customers. Configuration Manager


September 2003 to January 2005

Operations Manager

Med Quist Inc - Tucker, GA

September 2002 to September 2003

Tucker, GA

Managed the daily operations of a Depot/Configuration Center which supplied technical support to the medical transcription industry. Responsible for ensuring that department goals and iniatives were met and that we met these with efficient and profitable processes. Provided team leadership to help provide department productivity.

Operations Manager Sep 2002 Sep 2003

Sr. Logistics Manager

Exel Logistics, Inc - Fairburn, GA

January 1994 to September 2002

Fairburn, GA

Manage an average of 100 associates in a 150,000 sq. ft. 3PL warehouse facility. Duties included hiring, training, supervision of warehouse associates, while staying in an efficient operating budget. This was a start up of a major account.

Sr. Logistics Manager Jan 1994 Sep 2002

Ryder Dedicated Logistics, Inc. Norcross, GA

Provided key leadership and operational management through strategic planning with an operational budget of $1.1 million and a staff of 12 people for a large US company in a 3PL environment. Managed, trained and motivated the staff as a team oriented environment. Instituted and administered a safety program with high team interaction, which helped us to achieve a 9 year record of no lost time injuries. Prepared and submitted the team network of 7 warehouse facilities monthly, quarterly, and yearly financial and productivity reports.

General Manager

Livingston Pharmaceuticals, Inc - Decatur, GA

May 1982 to January 1994

Managed the operational and P&L responsibility for a 3PL warehouse facility that serviced the pharmaceutical and health care industries. Managed 13 pharmaceutical accounts of which I acquired 5 of personally. Assured associate development, training and motivation. Directed the relocation and new start ups of 3 facilities.


Associates of Applied Science in Business Administration/Accounting Auburn State - Auburn, NY

June 1976



Additional Information


• Administration and Management

• Distribution Center Management

• Transportation

• Freight Brokerage

• Judgment and Decision Making

• Customer and Personal Service

• Coordination

• Management of Personnel

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