Customer Service Industrial Engineer

MICHAEL KELLEHER CLAYTON, NC • 516-***-**** •aduoec@r.postjobfree.com

LOGISTICS & TRANSPORTATION MANAGER leveraging extensive experience in operations administration, dispatch planning, and warehouse management skills to organize and direct shipping and receiving operations, upholding service quality, cost management, customer expectations, and volume requirements. Detail-oriented safety expert continuously providing detailed coaching and training materials to personnel, ensuring the protection and security of staff in labor and transportation-centric positions. Interpersonal communicator enhancing the professional development and achievement of employees, evaluating and coaching staff in alignment with shared goals and organizational objectives. AREAS OF EXPERTISE

Operations Management

Transportation & Logistics

Dispatch Planning

Safety Compliance

Process Improvements

Shipping & Receiving

Team Leadership & Development

Warehouse Management

Security Policies

PROFESSIONAL EXPERIENCE & ACCOMPLISHMENTS

NEWREST- RALEIGH N.C.

OPERATIONS MANAGER 2021 – Present

• Reviewed schedules daily, compiling performance reports to share among two managers and provided visual reference to opportunities of improvement.

• Analyzed monthly cost statements to ensure that operational expenditures, including payroll, align with the planned budget.

• Reviewed audit reporting to comply with state and federal guidelines, including safety, hazardous, materials, security, environment, FDA, OSHA etc.

• Oversaw customer service and satisfaction initiatives, de-escalating complaints, elevating delivery experience for customers.

UPS – New York, NY 1984 – 2021

Preload Manager 2003 – 2006 2012 – 2013 2017 – Present

• Directed the operations of seven full-time supervisors, 27 part-time supervisors, and 350 hourly employees, managing all facets of truck loading, package sorting, employee safety, and dispatch logistics.

• Provided and conducted compliance training for personnel, reviewing hazardous material handling practices, proper lifting and lowering procedures, and additional safety methods.

• Monitored and analyzed operations information, including operational performance, mis-sorts, and payroll, continuously identifying opportunities to improve workflow.

• Promoted and supported the implementation of new systems, processes, and technology, including the Preload Assist System, which ultimately lead to improved cost, safety, and service performance.

• Provided skills and safety training, appropriate materials and information, and proactive coaching to support the professional development of personnel, ensuring the adherence of all departmental and corporate policies and procedures.

• Conducted frequent performance evaluations in a consistent, fair, and objective manner to facilitate open communication and encourage continuous performance improvements. Business Manager 2006 2008 – 2012 2013 – 2017

• Managed business delivery satisfaction, monitoring the performance and commitments of service providers and ensuring the safety of personnel in all operational facets.

• Oversaw customer service and satisfaction initiatives, de-escalating complaints, elevating delivery experience for customers, and ensuring office administration staff returned inquiries in a timely manner.

• Reviewed schedules daily, compiling performance reports to share among four supervisors and provided visual reference to opportunities of improvement.

• Analyzed monthly cost statements to ensure that operational expenditures, including miles driven, payroll, and fuel, agree with the planned budget.

• Reviewed audit reporting to comply with all UPS, local, state and federal guidelines, including safety, hazardous, materials, security, environment, OSHA, etc. MICHAEL KELLEHER aduoec@r.postjobfree.com

Security Manager 1996 – 1997 2006 – 2008

• Audited and analyzed physical and operational security conditions, inspected physical assets to identify potential security issues and reviewed service failure reports to identify employee dishonesty incidents and procedural breakdowns.

• Oversaw personnel operations to verify employee integrity and ensure compliance with organizational processes and procedures, identifying causes of ongoing issues and determining appropriate responses.

• Investigated losses, damages, compliance violations, and possible criminal activity, analyzing research and surveillance data, interviewing subjects to obtain incident statements, and preparing accurate case files.

• Developed, implemented, and enforced security policies and procedures, creating training materials on safety and loss prevention practices, and conducting research on best practices.

• Collaborated with local and governmental agencies to comply with federal regulations, including credit card fraud, identifying drug shipments with the Drug Enforcement Administration. Preload Supervisor 1988 – 1996 2002 – 2003

• Executed delivery center dispatch plans and coordinated inbound and outbound package process flow to ensure appropriate employee scheduling and proper loading for timely departure.

• Planned daily work schedules focusing on expected volume, staff levels, and department goals to ensure the safe and efficient execution of the Master Operating Plan.

• Determined employees’ training needs to produce continuous development plans.

• Partnered with Human Resources personnel to ensure the implementation and maintenance of a Comprehensive Health and Safety Plan.

On-Road Supervisor 1988 1997 – 2002

• Supervised and reviewed dispatch activity to ensure timely and proficient service, directing transit planning to ensure the alignment of service, safety, and organizational cost goals.

• Completed performance reviews, accident reports, service failures, and training, safeguarding the implementation of dispatch planning via service providers.

• Provided the time and resources necessary to ensure that health, safety, and compliance standards were adhered to and met.

• Reviewed operational processes and schedule information, including exception reports, volume transported, and transport logistics, identifying opportunities to reduce cost and improve performance. Security Supervisor 1996 – 1997

• Identified and analyzed physical and operational security conditions, inspecting physical assets to identify potential security issues and overseeing service failure reports to identify employee dishonesty incidents and procedural breakdowns.

• Attended outside financial crime association meetings to update management on security or financial transactions and safeguards of service issues.

Previous Experience: UPS – Package Driver (1988) Preloader (1982 – 1988) ADDITIONAL PROJECTS

UPS – Implementation of the Orion Program 2013

• Supported the implementation of the Orion Program, an initiative to substantially improve mileage, managing a team of six to perform service and area trace rides and submit data to reduce road mileage and, subsequently, bolster cost savings on fuel and mileage. UPS – Industrial Engineer Manager, PAS System Implementation 2006

• Served as an integral member in implementing the novel DPS / PAS system, introducing software and procedures to drive efficiency and accuracy in package loading and organizing. EDUCATION

(In Progress) Bachelor of Business Administration (BBA): Adelphi University Associate of Science (AS): Queensborough Community College MICHAEL KELLEHER aduoec@r.postjobfree.com

CERTIFICATIONS & PROFESSIONAL DEVELOPMENT

Endpoint Detection & Response (EDR) Certification of Proficient Competence Criminal History Record Check (CHRC)

A comprehensive list of professional development available upon request. AWARDS

Most Improved Operations (2019) Best in Class Preload Manager – Foster Avenue (2018) Best in Class PTPC Balance Scorecard Results – Hauppauge (2014) Certificate of Operational Excellence (2004)

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