Time Delivery Customer Service

Jeffery James **************.**@*****.***

Bowie, MD 20716

(301)- 275-6703

Experience Operation Manager proficient at monitoring operational pulse to deliver relevant information to all major internal customers and stakeholders. Accustomed to working with multiple entities to achieve business goals for logistics efficiency, cost containment and contract integrity. Works quickly and efficiently to maintain focus while providing top-notch customer service.

Areas of Expertise

●Business and Legal Affairs

●Managed Union and Nonunion workforce

●Outside counsel and vender management

●Risk Evaluation

●OSHA Requirement Knowledge

●DOT regulation Knowledge

●Current Forklift Certification

●Hazmat Training

●Quality Assurance/Budget Management

●AS/400 Experience

●Warehouse Inspections

Accomplishments

●Awarded Employee of the Month for July 2013.

●Recognized by United Van Lines as “A Person” able to accomplish a task and provide excellent customer service.

●Key participant on the team that launched a new commission-based compensation package for independent contractors.

●Develop and implemented effective supply chain strategies improving on-time delivery performance from 45% to 92%.

●Increased revenue by 40% by securing back-haul loads for drivers after deliveries.

●Implemented Comdata Fuel card system for Long Distance drivers, that save company $100,000 in fuel charges over a 3-year period.

●Oversaw the logistics operations of relocating of 3 Presidential household goods to and from Washington, DC area.

Career Experience

Warehouse Dispatcher, Western Express, Upper Marlboro, MD 6/2021-11/2022

Effectively coordinated the long distance operations of the warehouse thru the process of managing the end-to-end process, including planning, scheduling, receiving, inventory control, logistics and process improvement.

●Managed daily workload to ensure the products/goods are processed with a 95% claim file and on time delivery rate.

●Acted as the sole dispatcher and central point of contact for Long Distance HHG’s and Logistics operations.

●Supervised 15 contractors and over the road operators, which included managing driver’s weekly hours of service, driver’s logs and equipment/repairs to ensure health and safety standards are incompliance with the company and DOT regulations.

●Directed the movement of shipment from shipping and receiving to storage and work areas which included loading and unloading trailers of palletized and non-palletized products.

●Developed and implement effective logistic strategies, improving on-time delivery performance from 25% to 60%.

Operations Manager, Fusion Logistics, Baltimore, MD 7/2019-2/2021

Achieve warehouse operational objectives by contributing warehouse information and recommendations to strategic plans and reviews; while implementing production, productivity, and customer-service standards; along with resolving problems and completing audits.

●Effective management of warehouse operations and workforce planning for peak and non-peak hours.

●Direct supervision of dispatchers and drivers—a team of 30 to 60 employees.

●Manages day to day business of the warehouse while balancing the responsibilities of various duties; such as, business analysis, vendor and risk management.

●Developed and implemented performance standards and procedural changes to drive productivity and quality.

●Effectively directed and oversaw staff, designing schedules to meet the needs of the warehouse as well as the need of the employees. Reduce overtime report by 20%.

●Safety, fleet maintenance and operational efficiency, including safety compliance for van drivers. Making sure each employee had valid driver license, completed company training modules, and health records.

●Local claims management which includes-liability goal-setting, investigation, review, and resolution in partnership with corporate quality team.

●Oversees and reports weekly, monthly, quarterly and annual quality control reports.

●Collaborates with team leads to ensure seamless business execution, reinforce positive moral and uphold company values.

●Works closely with COO on planning and departmental processes to accelerate logistics and enhance efficiencies.

Long Distance Dispatcher, Town and Country Movers, Gaithersburg, MD 01/2016-07/2019

Ensure effective and timely implementation of all logistics daily operational goals inclusive of shipping functions and inventory management.

●Manage a fleet of drivers, crew and contractors which consist of 40 direct employees (18 operations and 22 long distance drivers) and 72 indirect reports (contractors).

●Manage and maintain $25 million Profit and Loss.

●Manage customer service activities including order entry, customer satisfaction, interface with sales and quality to ensuring that customer service creates an advantage in the competitive market.

●Analyzes all phases of goods to transport in order to adjust the job qualifications and requirements for the daily job postings.

●Communicated with supplies, vendors, and customers to attain profitable deals and solidify professional bonds.

●Track the shipment of products and goods according to customer requirements.

●Support simplification and standardization of processes to accelerate logistics and enhance efficiencies.

●Safeguard warehouse operations and contents by establishing and monitoring security procedures and protocols.

●Review service delivery failure and produce incident report when required.

●Oversee the planned maintenance of company vehicles.

Local Operations Planner, Secor Group, Washington, DC 01/2006-07/2019

Managed and coordinated all activities related to meet the company objectives related to shipping and receiving, order fulfillment, and associated function in the support of sales and customer satisfaction.

●Managed the daily workflow schedules for the local operations for 6 warehouses within the Baltimore/Washington Metropolitan are.

●Oversaw the management of dispatching, scheduling of 30-40 trucks daily for loading and unloading products.

●Responsible for inventory control; including ordering, receiving, weekly scans and investigations using AS400.

●To ensure quality assurance, performed pre-delivery inspections of all company vehicles.

●Led warehouse improvement initiative to advance operational efficiencies-tracked time spent on assignments for productivity reporting.

●Monitored and lowered carrier cost by reviewing existing contracts and brining in new carriers.

●Maintained records and managed office correspondence to help with productivity and operations of the company.

Warehouse Manager, Secor Group/Security Storage, Washington, DC

01/1995-12/2005

Supervised a team of 15 and coordinated activities of 10 drivers. Managed 5 locations with a total of 1.2 million square feet.

●Effectively managed and coordinated all transportation operations, including quality control, contract obligations and local and national government regulatory requirements.

●Forecasted manpower requirements based on daily workload and company targets for 15 drivers per shift.

●Managed team of 15 drivers, defined workflows, assigned project tasks, conducted performance evaluations, and proved mentorship.

●Knowledgeable of laws, regulation and government requirements pertaining to logistics or transportation of commercial goods to maximize efficiency and minimize damaged claims.

●Provided troubleshooting and support for customers throughout their shipment. Monitored shipment efficiency and effectiveness and make operational changes as needed to improve process of the delivery.

●Liaison between warehouse, support staff and accounting department.

Additional Experience

Dispatcher, Roadway Trucking, Hyattsville, MD 06/1990-12/1995

Education

Marshall University, Huntington, WV

Bachelor of Science in Business Administration, May 1989

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