Customer Service Quality Assurance

ANDERS A. PHILLIPS

**** **** ****** ****** * Locust Grove, Georgia 30248 * 770-***-**** * *************@*****.*** DIRECTOR OF OPERATIONS

T RANSPORTATION AND L OGISTICS /S TAFF S UPERVISION /P ROBLEM S OLVING Seasoned, solutions-oriented leader with 28+ years of comprehensive experience managing multiple operational functions in high productive corporate environments. Deliver excellent customer service, provide proactive leadership, and exceed performance goals. Proven track record of increasing profitability by creating and implementing efficient logistical planning; optimizing staff performance through training, teambuilding, and leadership; and maintaining strong ethics and integrity to help meet and exceed organizational goals. CAREER HIGHLIGHTS & ACHIEVEMENTS

● Comprehensive experience managing operations in the fast-paced transportation and logistics industry, including: staffing, reporting analysis, safety and quality assurance, and warehousing.

● Saved millions of dollars per year dispatching fewer routes through the economical designing of delivery and pickups routes, reducing mileage and the number of drivers working on any given day.

● Awarded Best Supervisor Group - West Division, out of 12 supervisor groups, for the most efficient operations in the division for 2009.

● Achieved best center cost reduction during peak season in the largest package center in the South Atlantic District in 2011, reducing cost by more than 10% per package.

● Spearheaded the Health and Safety Initiative program to improve driver awareness and prevent loss time, resulting in loss time cost reduction of 10%.

● Served on the United Way Loaned Executive Program to retain charitable campaign pledges, in 2002 – a challenging year to solicit donations following 9/11. Successfully raised $2,500,000 in the hospitality and transportation industry, exceeding expectations by $500,000. PROFESSIONAL EXPERIENCE

2010 - Present D ispatch Supervisor, United Parcel Service (UPS), Roswell, GA

Dispatch over 100 routes in the largest Package Center in the South Atlantic District.

Analyze volume trends and trackers to predict volume levels and control costs.

Control fuel costs and payroll budget through efficient route and dispatch planning, regularly performing under budget on a daily basis.

Monitor market trends to account for volume growth and reduction.

Manage adjustments in staffing and resources to accommodate unexpected increases or declines in volume.

C ompetently manage over 150 direct reports including, m anaging and training five part-time supervisors in the areas of dispatch and report analysis, and training 120 drivers in safe and efficient job performance, and handling hazardous situations. ANDERS A. PHILLIPS

1804 Lake Pointe Circle * Locust Grove, Georgia 30248 * 770-***-**** * *************@*****.*** PROFESSIONAL EXPERIENCE (Continued)

1993 - 2010 D river Supervisor, United Parcel Service (UPS), Roswell, GA

Generated scheduled reporting reflecting performance results and trend analysis, including: wage rates, package volume, and production, in order to ensure accountability.

Monitored and analyzed operations reports and enforced corrective action to optimize performance.

Prepared and implemented action plans to attain Service Center achievement of objectives such as planned productivity, load average, cube utilization, and service targets.

Reviewed and audited databases to confirm compliance of updated certifications required by direct reports.

Managed and implemented security and loss prevention procedures in accordance with company, OSHA, and DOT guidelines.

Developed and communicated performance enhancement strategies to achieve set goals. Successfully implemented mandated changes in processes and procedures to workgroup through coaching and training.

Documented measurement and reporting structure, features, and functionality to establish and maintain reliability.

Managed over 50 direct reports and determined employees’ training needs to construct effective continuous development plans.

Conducted performance evaluations in a consistent, fair, and objective manner, encouraging continuous performance improvement.

Established performance levels in achieving individual and group goals.

Resolved individual and group performance issues to motivate and foster teamwork. EDUCATION B achelor of Business Administration, Strayer University, Atlanta, GA M asters in Public Administration, Strayer University, Atlanta, Ga CERTIFIED OSHA Approved YARD Control, DOT Certification, 30 hour OHSA certified

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