Customer Service Employee Relations
Resume:
Don M Heckel
Prescott Valley, AZ. 86314
Cell: 480-***-****
E-mail : ************@*****.***
Objective :
To obtain a position where maximizing management and leadership skills, training experience, process improvement knowledge, and ability to deliver quality customer service and safety. Education/ Community:
Bachelor of Science (B.S.) Management, Clemson University, 1995 Minor in Marketing, Clemson University, 1995 (12 hours away from a double major).
• Four-year letterman on Clemson Wrestling team. Three-year captain.
• Three Time NCAA Wrestling All American at Clemson University.
• Volunteer wrestling coach for Havasu High school wrestling team and Havasu Heatwave wrestling club 2010- present.
• Volunteer soccer coach 2018-2019.
• 2022 Hall of Fame athletics (wrestling) nominee Clemson University. Professional Experience:
United Parcel Service (UPS) – Prescott Valley, AZ 2007 – Present Operations Manager- Lake Havasu, Kingman, Bullhead, Yuma, Camp Verde, and Prescott AZ
Responsible for the daily management of four operations with over 205 employees.
• Position required creation of staffing plans, schedules, quality, and process change initiatives.
• Requirements for all budgetary, people development and operations objectives.
• Emphasis includes managing and leading a team of full time and part time supervisors. Coaching and mentoring the team to ensure performance and safety objectives are met. Also building positive employee relations and building leadership strength within the River Cities management team.
• Daily engagement with union employees, union business agents, and UPS labor managers.
• Worked in a bilingual environment and work group while managing Yuma Arizona. United Parcel Service (UPS) - Phoenix, AZ 2006 – 2007 Package Dispatch Supervisor North Center, Phoenix, AZ Hub Responsible for the daily dispatch of delivery work to the entire center which numbered nearly 75 drivers.
• Position required a strong working knowledge of both OSHA and DOT regulations as well as the ability to exercise and maintain good employee relations in the midst of a workplace that featured a strong labor climate.
• Required the creation/elimination of routes to compensate for changes in daily package volume.
• Plans focused on maximizing right-hand turns, minimizing mileage, and meeting customer needs.
United Parcel Service (UPS) - Tempe, AZ 2001 - 2006 Package Operations Supervisor Scottsdale Center, Tempe, AZ Hub Responsible for training UPS Service Providers in all aspects of the position, as well as direct oversight of a driver group comprised of 30-45 drivers.
• Responsible for leading formal/informal discussions with service providers, followed by morning review with business manager.
• P.M. tasks included face-to-face discussions with service providers. Four days a week were spent on-road for driver-training purposes.
• Emphasis was also placed on securing sales leads to grow delivery volume while performing driver training.
• One day was spent in office for planning, training, and performing any additional tasks required in maintaining the operation.
• Additional responsibilities included attendance at an OJS (On-Job Supervision) Workshop where assessments were completed weekly.
• Goals were agreed upon with manager, the progress of rides was updated and reported, and results were tracked and reviewed with package dispatch supervisor.
• Served as the back-up PDS (Package Dispatch Supervisor) o Daily dispatch of delivery work to the entire center which numbered nearly 75 drivers.
o Position required a strong working knowledge of both OSHA and DOT regulations as well as the ability to exercise discipline and maintain good employee relations in a workplace that featured a strong labor climate. o Required the creation/elimination of routes to compensate for changes in daily package volume.
o Plans focused on maximizing right-hand turns, minimizing mileage, and meeting customer needs.
United Parcel Service (UPS) -Tempe, AZ 1996 - 2001 Package Driver Mesa Center, Tempe, AZ Hub
Responsible for the timely delivery and pick-up of parcels.
• A.M. routine involved both organizational skills and discipline to ensure that time-sensitive deliveries would make their commitments.
• Position also required strong communication skills necessary to provide excellent customer service.
• P.M. routine included the pick-up of out-bound shipments from customers, while also working to secure additional package volume through new sales leads. United Parcel Service (UPS) - Tempe, AZ 1995 - 1996 Pre-loader/ package handler Tempe, AZ Hub
Responsible for the loading of parcels onto UPS package cars for daily delivery.
• Required attention to detail and an ability to perform heavy manual labor.
• Position was key to UPS package operations as sub-standard loads led to service failures. Service failures, in turn, led to lost business.
Training / Certifications / Conferences:
• UPS Supervisor Leadership School - 2003
• UPS Hazardous Materials Responder Training - 2002
• UPS New Management Orientation - 2002
• UPS Package Operations Supervisor Training Workshop - 2004
• UPS Center of the Future/On-Job Supervision Workshop - 2004
• UPS Controlled Dispatch/Loop Principles Workshop - 2004 References Available Upon Request
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