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Manager Customer Service

Location:
Savannah, GA
Posted:
February 24, 2020

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Resume:

MARK A. WHITEKETTLE

* ****** ****** **** *** *** Savannah Ga 31410 717-***-**** adbye9@r.postjobfree.com

LOGISTICS DIRECTOR

Continuous Improvement Manager with experience in delivering best practices

and exceeding corporate goals in operational performance.

Award-winning Operations/ Logistics Director with a 25 year proven track record in Freight and Delivery Services with emphasis in Operations, Engineering, Supply Chain, Procurement, and Purchasing Management, Customer Fulfillment and Execution. Strategic and conceptual thinker with superior execution strategies in performance improvement, employee productivity & safety. Strong communicator with demonstrated leadership, coaching and project management skills. Excellent organizational and change management capabilities. Exceptional ability to lead multiple priorities and large teams with sense of urgency.

AREAS OF EXPERTISE

Operations Management

Continuous Improvement Strategies

Workflow Scheduling

Asset Optimization

Internal Controls & Monitoring

Personnel Management

Cost Analysis

Budgets & Logistics

Subcontractor & Vendor Management

Client Relations and Management

Performance Metrics

Contingent Workforce

PROFESSIONAL EXPERIENCE

Courier Express, Savannah, GA 2015 to Present

REGIONAL GENERAL MANAGER South East Region July 2015 to Present

Charged with operational oversight of 5 fulfillment centers in the South East Region. Responsible for cutting company costs and boost company revenue through innovative management techniques. Became very successful in building and motivating dynamic teams.

FedEx Ground Shipping Services, Hagerstown, MD Oct. 1993 to July 2015

SENIOR OPERATIONS MANAGER LOGISTICS DIRECTOR Potomac Region Oct. 2004 to 2015

Charged with operational oversight of fast-paced fulfillment center supporting team of 100+ with 15 direct reports. Drive quality and change initiatives ensuring safety, quality and performance for inbound and outbound operations. Proactively lead and communicate best practices across division and among managers.

Select Accomplishments

Saved FedEx $5000 per day, accelerating cash flow, by increasing internal controls and monitoring. This resulted in reducing costs by 2 cents per package for approximately 250,000 packages in Potomac region.

Through proactively overhauling inventory auditing system, boosted audit rate from 95% to 97%, outperforming corporate audit average of 95%.

Reduced contractor turnover rate from 10% to 1.5% through providing support, resources and team coaching.

Drove region’s ranking up from 20th to #1 ranking, out of 30 hubs, within three year period.

Received awards for near perfect inventory audit & 1.2M miles driven by FedEx drivers without an accident.

OPERATIONS MANAGER DOCK SERVICE Atlantic Region (16 states) Oct. 1993 – Oct. 2004

Promoted to turnaround high volume of misappropriated packages and delivery complaints at nine different loading areas in numerous locations. Additionally, oversaw dock workers and package handler team and up to 200 trucks per day. Negotiated with vendors, scheduled and coordinated dispatch operations and managed dept. budget.

Select Accomplishments

Following a turnaround strategy, boosted service delivery and customer satisfaction scores in 30 days.

Led training on loading operations, customer service and process efficiency eliminating production bottlenecks.

Selected to train all new operations managers resulting in achieving Service Manager of the Year in 2000, All Star Award in 2002, Coordinator of Period (1 out 1060 was a misload) in 1998 and 2000.

AWARDS

Potomac Region Manager of the Year - 2013

Operations Service Manager of the Year – 2005, 2009

All Star Operations Manager – 2002, 2004, 2005

Above and Beyond the Call of Duty Awards – 2000, 2003, 2004

Service Manager of the Quarter – 2000

EDUCATION

BS BUSINESS ADMINISTRATION, THE PENNSYLVANIA STATE UNIVERSITY 1998

Certifications: OSHA, HAZMAT, CPR trained FedEx Leadership College

Computer Skills: Advanced Proficiency - Word, Excel, PowerPoint, Access, Lotus Notes, Internet.



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