Manager Executive

Ilana Smith

**** **** ****** ** #****, Atlanta, GA 30349

Cell: 205-***-****

E-mail: *****.*****@*****.***

Ideally suited for the following positions

Project Manager Customer Experience Manager Process manager Consultant Compensation Analyst

EXECUTIVE SUMMARY

Assertive and forward thinking Manager, who achieves exceptional feedback from direct and indirect customers. Cultivating relationships. Skilled strategist and leader with a proven track record of capturing opportunities, nurturing partnerships, and increasing market share. A game changer leading 230 plus direct reports utilizing persuasive negotiating and motivation to my team while ensuring high-value visibility to my organization for success.

CORE COMPETENCIES

•Fleet Manager

•Intermodal

•Customer Service Manager

•Strategic Planning & Leadership

•IT Help Desk

•Training & Development

•Budget Management

•Team Leadership & Motivation

•Sale Compensation

•New Product Launch

•Organization & Communication

•Relationship Building

•Process Improvement

•Credit collection

•Union Representative

RECENT EMPLOYMENT EXPERIENCE

Amazon Corporate- October 2017- Current

Level 4 Field Transportation Manager Atlanta, GA

Ensure that all safety measures and precautions are in place and are being used regarding the docks and trailers

Rotate though all duties required of yard specialists, help in off-yard operations

Manage inside warehouse operations, unloading docks, guards shacks

Log all trailer moves in yard management system and maintain accurate yard inventory

Create new teams

Teach new hires the shipping and truckload transportation process

Train to perform spotter movements and hostler assisted movements

Train team on audit delivery, seal, inspections, escalating case ticket systems

Liaison of Area Manager when he isn’t available at site.

Conduct daily meetings with my team

Conduct Audits

Coordinate with departments and my team to make sure that all trailers arrive and leave on time without any defects

Quest Global Transportation – January 2017 – October 2017

Driver Manager, Dispatcher Kennesaw, Ga

Manage 80 + Fleets, 160- 230 drivers, teams, solo, dedicated, local drivers, OTR

Closely manage the details of every driver / tractor as the central point of contact between driver and customers to ensure freight picks up and arrives on time

Work closely with Human Resources Director, Vice President and Union

Ensure accurate information including driver status, PTA, Payroll, Vacation, routing

Work closely with load planning to keep drivers under dispatches

Build strong relationships with each driver and always maintain a professional, respectful demeanor when communication with the drivers

Ensure each driver gets home time as requested

Work closely with load planning and customer service to ensure all load plans are serviceable before being dispatched to a driver

Track driver movements to ensure they are tracking on time service

Coordinate with load planning and maintenance to ensure tract PM’s are completed before being critically overdue

Manage and maintain a relationship with drivers and company products are being delivered to

Hire, train and manage new hires, conduct road and railyard orientation

Manage daily terminal operations

Manage / Coach 230 + employees, customers, vendors, managers, brokers

Setup up billing CSX, YRC, North American Intermodal, Pacific

Supervised and developed a workforce of 80+ individuals performance, while managing 160- 230 drivers and working daily with upper management and union stewards.

Maintained over 90% productivity, effectiveness and utilization within my work

Transport America – January 2015 – May 2016

Fleet Manager, Dispatcher

•Manage and track 290 - 330 drivers and ensure they have all necessary information to be safe and deliver loads successfully with 98 % accuracy.

•Communicate effective to Drivers the requirements and expectations of the Customers

•Monitor Customer’s Loads; Deliver service that exceeds the customer’s goals

•Deliver service that exceeds the customer’s goals

•Process loads and payout payroll / Disciplinary action of drivers.

•Disciplinary action of drivers, performance, Work alongside Union Stewards

•Manage Solo drivers, Teams, OTR, Dedicated, Transmodal, border crossing

•Provide support for Hazardous Materials, Hazmat Certified

•Provide Support loads that transit via Rail, setup and bill the rail yard.

AT&T - June 1998- April 2014

Network Facility Assignment Specialist

09/2000 – 04/2014

Decision regarding the resolution of escalated customer complaints regarding the company products or services which have reached the highest escalation level(Chairman, Board of Director, Federal Communication Committee) to include executive level problem analysis and resolution.

•Provide in-depth and detailed root cause analysis and resolution information in written or verbal form to respond to customer issues, complaints and executive level requests at their highest level of escalation.

•Consults directly with impacted customer, sales, care centers and technical entities, both internal and external in efforts to identify, analyze and resolve a wide variety of impacting issues and critical events which jeopardizes AT&T position.

•Manages issues and critical events through their entire lifecycle owning the process and result end-to-end.

•Conducts and document detailed and comprehensive investigations into Regulatory complaints and executive requests from organizations such as the Federal Communication Committee, Public Utilities Commission, States Attorney’s General offices etc.

•Prepare concise, well written reports and analysis documents, letters and emails to a wide variety of audiences including executives, legal professionals and government regulatory bodies.

•Provide feedback to, and regarding, all levels of leadership on process and human failures, technical faults, training gaps and organizational performance problems that precipitate and contribute to executive escalations. May interacts with customers prior to and or after sale to develop and maintains positive customer relations.

•

AT&T (Cont’d )

•Capability to think critically and objectively when dealing with a wide variety of issues and escalations and proactively apply or work outside of established process to ensure customer issue resolution and satisfaction. Works with the decision making authority and/or as authorized delegate of multiple level Sr. Executives when investigating and resolving critical issues. Has elevated Schedule of authorization authority when applying credits and adjustments to customer accounts.

•Team lead 32 peers, provide feedback to and regarding all levels of leadership on process and human failures, technical faults, training gaps and organizational performance problems that precipitate and contribute to executive escalations.

•Manage 100 fleets, Track and maintain technicians, schedule and maintain shop maintenance, and PM, Payroll, Dispatch and Build Orders

•Trained peers on products and services in the Southeast Region.

•Served as valued business partner to executive and mid-level managers and interdepartmental agencies on appropriate negotiation methods and techniques to mediate and prevent conflict.

•Maintained accurate records of conflict resolution process and results and adhered to appropriate response and resolution time frames as set by each regulatory agency.

AT&T (Cont’d )

Customer Service, Birmingham, AL (1998-2000)

•Managed and maintained large business accounts and consumer accounts on daily basis.

•Diminished order rejection rate from over 60% to fewer than 20 % in less than 60 days by effectively functioning as customer service liaison / escalation specialist.

•Conduct training sessions on how to view and calculate current commission checks. Host/attend team meetings with RVP sales management teams.

•Ensured that objectives were accomplished in accordance with AT&T outlines priorities.

•Resolved billing disputes, conducted credit checks and negotiated payment arrangements.

•Trained peers on products and services in the Southeast region.

•Diminished order rejection rate from over 60% to fewer than 20% in less than 60 days by effectively functioning as customer service liaison/escalation specialist.

•Conceptualized and introduced distinct marketing strategies to maximize revenues and customer satisfaction.

•Ensured that objectives were accomplished in accordance with AT&T outlined priorities.

•Resolved billing disputes, conducted credit checks and negotiated payment arrangements.

•Trained peers on products and services in the Southeast Region.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Samford University, Homewood, AL. (Certified Electronics)

Jefferson State College (28 HRS Psychology)

Project Management Classes

CWA Labor 3102 & 3109

TECHNICAL SKILLS

•Proficient in MS Word, MS Excel, MS PowerPoint and MS Outlook

•Skilled in a variety of Legacy BellSouth mainframe and desktop applications.

•Sales and order process of many landline service products including, but not limited to: Ethernet, POTS lines, DSL, T1, ISDN-PRI, MPLS, Direct TV and most other services commonly ordered by small businesses

•Ramco Driver Tracking

•Mc Cloud

•EDI

VOLUNTEER ACTIVITIES

AT&T Employee Engagement, YWCA for Woman and Children, HABITAT For Humanity Board;

AT&T Women of Finance

Contact this candidate