Customer Service Class A
Resume:
Lance Norris
***********@*****.***
Springfield, Mo 65802
Objectives
Experienced supervisor in a successful and established business seeks a challenging supervisor position to apply lean supervisor, problem solving, continuous improvement, operations management and process improvement skills to oversee a team of professionals in a thriving industry.
Education
Hillcrest High School
06/1989 Diploma
General
Hutchinson Community College
06/1990
Business Management
Experience
Driver Supervisor
05/2022 to 07/2022
SGC Food Service Springfield, Mo.
Dispatch Drivers, Coaching safety standards, DOT regulations,
Driver Supervisor
03/2022 to 04/2022
McLane - Republic, Mo.
Dispatch Drivers, Coaching safety standards, DOT regulations, logistics,
Transportation Manager
09/2010 to 03/2022
Amcon Distributing - Springfield, Mo.
Reported maintenance and repaired needs for transportation vehicles and equipment.
Analyzed operational performance and implemented plans to attain organizational and financial goals.
Establish transportation cost standards and economical shipping practices.
Monitored spending to ensure that expenses are consistent with approved budgets.
Tracked orders using functional systems and coordinated with warehouse workers to ensure proper storage and distribution of products.
Directed investigations to verify and resolve customer or shipper complaints.
Researched and suggested cost-effective shipping methods and conducted regular safety audits on equipment.
Lead and managed projects to support logistics efforts and plans.
Prepared inventory for shipment by attaching tags and labels.
Consistently met company and department objectives within budget and time constraints.
Utilized ordering, tracking and billing systems and associated processes.
Recruited top talent through interviews and personnel recommendations.
Supervised staff of 35 in daily activities, delivering continuous training and coaching to bolster each employee’s skill set.
Managed day-to-day logistics operations, monitoring outgoing deliveries.
Identified opportunities to reduce cost and improve productivity.
Created policies and procedures to inform and educate personnel and logistics activities.
Handled departmental scheduling to maintain proper staffing for shifts.
Reviewed profit and loss statements and metrics to identify trends and opportunities.
Adhered to company audit rules during inventory counts with 99% accuracy.
Owner/Operator
01/2007 to 09/2010
Midwest Water Recovery – Nixa, Mo.
Promoted business on social media platforms to maximize brand identity and generate revenue.
Oversaw staff hiring, initiating new training and scheduled processes to streamline operations.
Developed business and marketing plans and prepared monthly financial reports.
Led startup and opening of business and provided business development, creation of operational procedures and workflow planning.
Set pricing structures according to market analytics and emerging trends.
Operations Manager
05/2003 to 01/2007
Products Plus Inc. – Ozark, Mo.
Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
Managed company operations with responsibility for profit and loss, scheduling, training and inventory control.
Implemented policies and standard operating procedures and managed quality, customer service and logistics.
Planned daily operational strategies, including delivery routing, team workflows and promotional initiatives.
Maintains safety and emergency readiness among personnel by disseminating information on and monitoring compliance with regulatory and organizational policies.
Reduced costly waste in manufacturing by identifying and eliminating overproduction.
Aligned operational boundaries between processes and production demands.
Delivery Driver
08/1999 to 05/2003
Amcon Distributing – Springfield, Mo.
Delivered rush merchandise on fight schedules to meet customer targets.
Handled merchandise in accordance with product handling standards.
Handled customer service complaints with utmost professionalism and knowledgeable responses to maintain trust and company loyalty.
Answered customer questions regarding shipments.
Inspected and maintained gas, oil and water levels as well as tires, lights and brakes.
Obtained signatures on all invoices and credits to stay on top of paperwork requirements.
Communicated frequently with dispatch to relay route changes and delays impacting customer delivery timetables.
Processed payments by accepting cash, checks, and credit card payments.
Supervisor
01/1994 to 05/1999
Sirron Inc – Springfield, Mo.
Resolved customer complaints and adjusted policies to meet changing needs.
Complied with company policies, objectives and communication goals.
Maintained operating schedules to provide effective coverage for key areas and achieve objectives.
Front End Supervisor
04/1991 to 01-1994
Kroger Foods – Farmers Branch, Tx
Skills
Answered phones to respond to customer inquiries and transfer calls to appropriate staff members
Delegated work to employees based on shift requirements, individual strengths and unique training
Handled payment processing and provided customers with receipts and proper bills and change
Connected with customers daily to understand needs, aid and collect feedback to optimize operations
Managed customer complaints and rectified issues to complete satisfaction
Poses a class A CDL with double/triple and tanker endorsements
Spotless driving record for 30 years
OSHA forklift certified
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