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Customer Service Operations Manager

San Antonio, TX
October 26, 2022

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Richard Parker

Senior Operations Manager, Transportation and

Automotive • 210-***-**** LinkedIn • San

Antonio, TX

Self-motivated operations leader practiced in nationwide transportation and logistics including fleet management, warehouse distribution, retail sales, and team management. Proficient in executing sales strategy and developing revenue forecasting to identify new opportunities and secure new client partnerships. Team oriented executive steering high volume operating teams that optimize haulage and distribution services and executing 100+ annual employee performance reviews. Backed with 25 years of safety involvement running safety meetings, safety trainings, and completing safety audits. Capability of building transport divisions from one truck to an entire fleet of trucks and managing fleet maintenance for 130+ tractor and trailers. Collaborative advisor supporting organizational brand and strengthening market presence to advance company mission.On track for the General Manager position. Areas of Expertise

Operations Management

Training & Development

Change Management

DOT & FMCS Regulations

Freight Forwarding & Logistics


Budget & Forecasting

People net/Trip Alert



Import/Export (Air,rail,sea, &


Professional Experience

Quality Custom Distribution Schertz TX. Dec-2021 - Present Transportation Supervisor Oversee 60 direct employees including 4 Leads, 50 indirect reports (warehouse). Oversee all operations for transportation including payroll, hiring & interviewing new employees, Safety, OSHA, DOT, FMCSA, dispatchers, customer service, scheduling of hourly employees, discipline. Improved all KPI’s including on time percentage, Cold Chain, Trace, and OmniTracs, and maintenance. Cut over time to meet the budget by 4%.

Cut temp employee usage 100%.

Monitor warehouse loading of frozen, chill, and dry products that all are picked and loaded in correct order per delivery. Ensure core temps are standard for frozen, chill and dry. CEVA Logistics, San Antonio,TX JUNE-2019 – AUGUST 2021 Operations Manager Direct daily functions of 100+ operational employees and control complete fleet management and maintenance as well as a $15.8M budget and P&L. Oversaw adding and negotiations of cost with tractor & trailer maintenance reducing costs of maintenance and adding revenue to the bottom line. Facilitate the full recruitment process consisting of identified key talent, managing the interview process, delivering offers of employment, and employee training and development. Retain compliant and accurate safety logs and LYTX camera recordings resulting in 100% auditing success. Steer delivery schedules, pickup logistics, employee payroll, and OSHA. Produced 98% success rate for pickup and deliveries. Planned new client bids for Ford and General Motors securing client agreements and $1.8M in increased revenue.

● Within the first 60 days, appraised the service invoice methodology through a manual audit resolving 35% of

$1.2M in unpaid invoices, saving the company $400K+.

● Analyzed the workforce structure and evaluated that 40% of drivers were contracted with a 59% markup and secured 30 full time employees through the hiring process, reducing the number of daily contract workers from 19 to 3 saving over $6k weekly overhead.

● Sustain 75% retention rate on CDL Class A drivers.

● Improved company CSA scores by 42% through strategic maintenance customer service and support. ● Spartan Nash, San Antonio,Tx 2018 –2019 Supervisor, Transportation Oversaw complete fleet management and maintenance as well as 1,500 deliveries for Dollar General and 100 commissary and shopettes throughout Texas, Georgia, Florida, Oklahoma, and Indiana. Steered maintenance processes for 100 pieces of equipment and monitored drivers DOT, HOS, and FMCSA records.

● Hired, onboarded, and trained 60+ operations employees. Quality Carriers, San Antonio, TX 2017 – 2018 Page 1 2 Manager, Driver Team

● Enlarged contractor gross pay by 150% and contractor workforce headcount from 28 to 60 drivers minimizing empty miles driven and improving the lanes.

● Boosted employee retention from 30% to 87% through a program for independent contractors that raised gross revenue by $10k+ weekly and balanced work scheduling for a Monday – Friday work schedule. Jiffy Lube, San Antonio, TX 2014 – 2017 General Manager Supervised daily actions for retail store with comprehensive services including tires, brakes, suspension, and minor repairs. Conducted staff hiring and training, coordinated work hours, monitored job performance, and administered policies and procedures. Ran financial performance, daily cash reconciliations, cash handling, and inventory management. Provided customer service and issue resolution for point-of-sale transactions and warranty matters.

● Produced annual 45% sales revenue.

DCW Transport, San Antonio, TX 2011 – 2014 Operations Manager Organized transportation, haulage, and distribution services in Louisiana, Texas, Pennsylvania, Ohio, New York, West Virginia, and New Mexico. Controlled P&L statements, performed accounting procedures, supported recruitment efforts, and provided resolution for insurance issues and customer complaints. Directed truck routes monitoring profitability, DOT regulations, hours of services, and record keeping.

● Formed truck fleets from 28 trucks to over 80 trucks in US oil fields. Spitzer, LLC, San Antonio, TX 2011 Area Manager

Operated a fleet of 16 trucks in the Oilfield industry, defined business set-up strategy, and created business plans to expand market share, advance revenue, and generate new customer accounts. Developed driver schedules increasing overall profits and employee retention.

● Signed brand new client MSA’s with five companies within a two-month period

● Compounded weekly revenue from $10k per week to $100k per week and added to 1.3M in new equipment. Additional Experience

Owned and operated small fleet of commercial trucks 48 states Owner Operator, Parker Transport, San Antonio, TX, 1997-2010 Licenses & Certifications

University of Phoenix - 2 years BS Business Administration/Management, No degree Federal Motor Carrier Safety Administration

DOT Rules & Regulations = 25 years experience

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