Customer Service Terminal Manager

MITCHELL CHAMPION

Orange Park, FL 904-***-**** *************@*****.***

Results-driven Terminal Manager with a strong record of managing high-volume logistics operations, leading cross- functional teams, and driving process improvements in deadline-driven environments. Oversaw the daily performance of 8 Driver Managers and a fleet of 750 drivers while maintaining compliance, safety, and customer satisfaction across multiple locations. Skilled at anticipating challenges, improving processes, and resolving operational issues through a practical, data-informed approach. Experienced in documentation, record-keeping, and systems including TDS, Microsoft Word, and Excel. Committed to delivering reliable results while fostering strong team performance and operational growth.

• Terminal Operations Fleet

Oversight

• Personnel Leadership &

Development

• Multi-Terminal Collaboration

• Logistics Planning & Resource

Allocation

• Customer Service Issue

Resolution

• DOT / FMCSA Compliance

• Process Improvement

• Data Analysis

• Performance Monitoring

• Operations Management

PROFICIENCIES

• Operational Management: Multi-terminal operations and collaboration, routing and dispatch coordination, load planning and optimization, cross-dock and yard management, inventory control, freight documentation, and preventive maintenance coordination.

• Compliance and Safety: Fleet safety, DOT/FMCSA compliance, regulatory audits, risk mitigation, E-log systems and Hours of Service (HOS) auditing, and process standardization (SOP) development.

• Leadership and Team Development: Staff recruitment, training and development, performance monitoring, KPI reporting, and customer relations and service resolution.

• Strategic Planning and Analysis: Logistics cost analysis, budget oversight, contract negotiation, vendor management, data analysis, and operational forecasting.

• Technical Proficiencies: Transportation Management Systems (TMS), TDS, Microsoft Excel, Microsoft Word. PROFESSIONAL EXPERIENCE

10 Roads Express Terminal Manager Jacksonville, FL 07/2004 – 12/2024

• Led a team of 8 Driver Managers overseeing 750 drivers, setting performance expectations, and fostering a collaborative culture, and providing mentorship to support professional growth.

• Developed and implemented terminal-wide policies, procedures, and Standard Operating Procedures (SOPs) to ensure regulatory compliance, operational consistency, and safety.

• Optimized efficiency and cost control by applying process improvements and resource planning while consistently meeting service deadlines and customer expectations.

• Analyzed e-logs and fleet safety reports to identify compliance risks, service hour violations, and performance concerns, proactively addressing issues to uphold safety standards.

• Conducted internal audits and investigations to resolve regulatory, customer, and shipper issues, maintaining detailed documentation to support compliance and audit readiness.

• Coordinated inbound and outbound shipment documentation and collaborated with terminals in Atlanta, Tampa, Miami, and Greensboro to align logistics strategies and share best practices.

• Delivered responsive customer service by de-escalating issues, anticipating operational challenges, and implementing forward-looking solutions in a fast-paced, deadline-driven environment.

• Recruited, trained, and developed cross-functional teams, promoting adaptability and preparing staff for evolving operational demands.

EDUCATION

FCCJ North Campus Jacksonville, FL 1986

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