Service Agent Management Specialist

TIFFANY M LUSK-CARTER

Pearland TX ***** Phone: 713-***-**** email: *******@*****.***

OBJECTIVE

Seeking a position as an Operation Manager that will fully utilize and continue to develop skills obtained through experience and education

EXPERIENCE

Apr 2022-Present

Operations Supervisor, ABF Freight Systems- Houston, Tx

Plan, supervise, and control available resources associated with the timely, damage-free, and safe loading/unloading of freight on assigned shifts.

Maintain appropriate load plans and ensure proper load balance for safe vehicle operation. Assign job tasks to workers according to unloading and loading schedules. Coordinate work assignments and monitor performances. Provide training, performance feedback, and disciplinary recommendations, as needed. Provide a clean, safe working environment for all personnel and visiting customers Foster safe handling, loading, unloading, and storage of hazardous materials. Maintain a positive attitude in a highly intense environment. Work in a team setting to accomplish department goals. Other supervisory duties as assigned.

Apr 2021-April 2022

Safety Coordinator, CEVA Logistics- Houston, Tx

Oversee the department’s database systems. Coordinate the company’s substance abuse program for drivers. Assist with contractor relation issues. Provided administrative and clerical support include recordkeeping, invoice payment and problem resolution to ensure compliance with company policies and DOT regulations. Approve, grant, monitor and maintain access to departmental database. Research and assist in the resolution of contractor issues and complaints made by contractors and third party. Assisted in the gathering of information for litigation request. Monitored and maintained files and vendor accounts. Maintained weekly status reports. Review, research and resolve discrepancies on weekly report, incidents, accidents and records. Processed incoming accidents and incidents.

Dec 2020 -April 2021

Freight Operations Supervisor, XPO Logistics LTL – Houston, TX

Guide, direct and train personnel involved with the inbound operations of the terminal to obtain the most efficient, productive environment possible. Ensures that quality results are achieved in areas of dock efficiency, P&D cost, line haul schedules, delivery service and closeout times.

Ensure that minimum dock efficiency results of 100% are achieved through an understanding of the Tommy Thompson System. Provide constant training to supervision to develop for future advancement training. This includes being cost effective, motivating and training employees, holding meetings and employee discipline. Accept full responsibility of cargo loss and keep terminal claim ration under expected goal. Handle all hazardous materials as required by SEFL. Work with P&D Operations to ensure proper workload distribution to achieve a city cost of less than 100. Works side by side with other department managers to assure unity and to reach all company objectives. Enforce all terminal/company policies as required. Daily evaluate the inbound results to note improvements and areas which need improvement. Take corrective action to prevent future errors. Perform all principal responsibilities efficiently and effectively. Maintain superior customer relations and determined to achieve customer satisfaction.

May 2019-Dec 2020

Operations Supervisor, DHL eCommerce – Houston, TX

Assign work, set completion dates, review work, and manage performance in accordance with organizational policies, procedures, and performance management processes. Supervise employees, mail/small parcel processing, quality process, and transportation in accordance with DHL eCommerce policies and procedures to obtain optimal quality and profitability in the assigned departments. Establish an environment of teamwork, employee involvement/empowerment, fairness, and consistency. Ensure proper staffing by department and shift, following guidelines based on scheduled mail/small parcel volume. Oversee employees’ attendance and time management. Conduct performance reviews, coach and train direct employees. Monitor and ensure that all facility equipment is working correctly and meeting production standards. Support the ongoing development and implementation of the DHL eCommerce Distribution Center Business Plan through timely and accurate fulfillment and operations, while maintaining cost and quality efficiencies. Review productivity, KPI, and quality reports to ensure department is meeting pre-established targets and take necessary steps when targets are not being met. Recommend measures to improve production methods, working conditions, and increased efficiencies. Oversee safety activities to include ensuring compliance with DHL’s safety policy and ensuring bi-annual Safety Methods and Employee Training is conducted. Support HR Business Partner in the recruitment and interview process of new hires. Acted as liaison between the facility and the on-site postal clerks. Keep updated on all postal rate/regulatory changes.

October 2017-April 2019

Operations Supervisor, Penske Logistics/Starbucks DCC- Houston, TX

Provide operational leadership to individual contributors and hourly workforce to ensure the execution of daily tasks and activities including driver deliveries, loading/unloading of trailers, and customer service operations in a manner consistent with company services and cost objectives. Supervised most processes directly including workforce and equipment scheduling. Responsible for making corrective action and disciplinary decisions up to written warning level. Involved in the hiring process and customer meetings as necessary.

January 2003-August 2017

Dispatcher/Non-DOT, FedEx - Corporate Service- Houston, TX

Manage the planning and executing courier route assignments based upon workforce availability, scheduling parameters and service area changes. Also, the ability to coordinate pick-up and delivery coverage to preserve FedEx service standards. The skills and abilities include knowledge of COSMOS/KIAC/FAMIS; knowledge of basic city geography and traffic flow; knowledge of operations, systems and features of service. The ability to compile and interpret data; as well as act independently in making workload and allocation decisions; to work in a rapidly changing environment with strict time parameters. Always demonstrate strong human relations and verbal communication skills.

July 1999-January 2003

Courier, FedEx – Corporate Services – Little Rock, AR

Ability to operate company vehicles and provide courteous and efficient delivery and pick-up of packages; to check shipments for conformity to FedEx features and services; provided customer service functions. The acquired skills included DOT certification, the ability to lift 75 pounds, the ability to maneuver packages of any weight above 75 pounds with appropriate equipment. Always demonstrated good human relations and verbal communication skills. Represented the company with a neat appearance. Followed FHWA and FAA regulations.

August 1998-July 1999

Service Agent, FedEx – Corporate Services – New York, NY

Provided accurate information and assistance to customers, which included responding to inquiries, problem resolutions and selling company services. Also, performed administrative support functions necessary for efficient station Also, performed administrative support functions necessary for efficient station operations. Maintained and audited airway bills, records and files; prepare vendor bills for management authorization. Performed monetary transactions involving cash, credit cards, and checks. Assisted manager in providing training information to location personnel as necessary.

August 1995-April 1997

Information Management Specialist MOS-3A031, United States Air Force – San Antonio, TX

Information Management Specialist, 68th Intelligence Squadron

Duties included daily interpreting encrypted messages and communicating information to the commander of the squadron. Daily administrative duties included Microsoft, Word, and Excel. Communicated with colleagues to ensure daily squadron goals were met.

EDUCATION

September 2015-Present

BS-Psychology, Grand Canyon University

September 1994-1995

BS-Business Administration, University of Arkansas at Pine Bluff

CERTIFICATION

LEAN Management Certified - October 2019

GEMBA Certified - October 2019

Smith Driving Systems -Certified October 2017

LEADERSHIP

Order of Eastern Stars Community Organization – Mary Electa Chapter

Susan B Komen Foundation – Member

March of Dimes – Member

United Way – Member

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