Customer Relations Operations Manager
Resume:
Cooking
Dancing
Camping
Writing Poetry
Reading
Professional Experience
leadership and direction to assigned operating location to ensure delivery of annual business plans. He/she will control the daily operation of our transportation contract, in compliance with the policies of the contracting agency and in conformance with company procedures.
Effectively manage customer relations through both direct contact and outreach programs.
Identify, select, train and mentor location staff.
Effectively and frequently communicate with location staff and support team members.
Oversee vehicle maintenance plan and ensures fleet availability to meet service requirements.
Oversee safety and training programs, plans and processes to ensure compliance with company, contract and regulatory requirements.
Maintain client contact routinely to meet or exceed expectations.
Conduct periodic departmental audits.
Daily, weekly and monthly review of key operational metrics.
Ensure that all location financial metrics are managed continuously, exceptions are reported, and action plans are developed to ensure the location meets it financial, safety and operational expectations.
Implement, promote and adhere to company policies and procedures.
Participate in location(s) labor and employee relations activities.
Provide insight and information to support location(s) contract renewals.
Create and present location(s) annual budget.
Hobbies
Ob
Dedicated Operations Manager with 20+ years of experience in “Transportation”.
Responsibilities were but not limited to; routing Trucks out of the San Leandro Branch, which can run a maximum of 36 Bulk Routes that can hold 43,500 pounds and 25 pallets of product per truck. Servicing Wholesale and whole market stores to deliver to our company’s consumers in an efficient and timely manner, based on the geographical area, meeting delivery time windows, honoring priority request and properly palletizing the trucks.
Highly personable customer service professional with over 20 years of experience in customer relations, dispatching, reservations, Payroll, AP/AR, leasing, billing and call center. I could gain customer trust and provide exceptional follow-up leading to customer demand and interest for exceptional quality service.
Consistently achieve record-high customer satisfaction rankings, improvements to the bottom line and turnaround of underperforming operations. Respected builder and leader of customer- focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and operations policies and DOT regulations. Proficient with Microsoft office systems; including Microsoft word 2007, Microsoft excel 2007, PowerPoint 2007, and Microsoft outlook 2016. AVL (Automatic vehicle location) systems, GPS (Global positioning system), Spider report, Trapeze reports and Trapeze workstation, Stages, Mastermind, Info send, Basis, and SAP
Summary
Areas of Expertise
Complaint Handling & Resolution
Customer Satisfaction Enhancement
Excellent written and oral communication skills
Work well under pressure
Cost-Reduction Strategies
Perform work efficiently and effectively.
Excellent phone etiquette
Richmond Union High
1250 23rd Street
Richmond California, 94806
Education
Ob
Leadership
Time Management
Data Processing
Budget Management
Problem solving
Communication
Key Skills
**********@*****.***
Richmond California
Contact
Jamiea L. Anderson
MV Transportation, Livermore CA
2/2023 – 5/2023
Operations Manager
Responsibilities
Effectively manage on-time performance and driver availability.
Effectively manage all call center functions.
Effectively manage customer relations through both direct contact and outreach programs.
Identify, select, train and mentor location staff.
Effectively and frequently communicate with location staff and support team members.
Assist in overseeing safety and training programs, plans and processes to ensure compliance with company, contract and regulatory requirements.
Contributes to maintaining the safety culture of the division.
Maintain client contact routinely to meet or exceed expectations.
Assist with conducting periodic departmental audits.
Daily, weekly and monthly review of key operational metrics.
Implement, promote and adhere to company policies and procedures.
Participates in location labor and employee relations activities.
MV Transportation, Petaluma CA
3/2022 – 1/2023
General Manager
Responsibilities
Effectively manage customer relations through both direct contact and outreach programs.
Identify, select, train and mentor location staff.
Effectively and frequently communicate with location staff and support team members.
Oversee vehicle maintenance plan and ensure fleet availability to meet service requirements.
Oversee safety and training programs, plans and processes to ensure compliance with company, contract and regulatory requirements.
Maintain client contact routinely to meet or exceed expectations.
Conduct periodic departmental audits.
Daily, weekly and monthly review of key operational metrics.
Ensure that all location financial metrics are managed continuously, exceptions are reported, and action plans are developed to ensure the location meets it financial, safety and operational expectations.
Oversee the process and distribution of weekly payroll.
Interface with Human Resources regarding new hires, employee status changes, terminations, benefits.
Keep track of employee's medical and dental benefits and other benefits (i.e. vacation, sick and holiday).
Prepare manual check request for payroll and benefits adjustments.
Develop, recommend and implement payroll and accounting related policies and procedures to ensure accuracy and timely process of both payroll and accounting.
Perform frequent reconciliations of petty cash, accounting for all expenses, receipts, and money assigned to the division.
Review purchase orders and investigate/reconcile issues with purchase orders, invoices, and receipts.
Ensure compliance with all local union collective bargaining agreements.
Ensure accurate pay for all employees - including pay rates, bonuses and allowances, and paid leave - and assist with discrepancies as needed.
Attend operational and management meeting to fully understand division operational functions and provide financial/accounting updates as needed.
Implement, promote and adhere to company policies and procedures.
Interact with bridges committee to effectuate positive changes to policies, procedures and programs.
Participate in location(s) labor and employee relations activities.
Provide insight and information to support location(s) contract renewals.
Create and present location(s) annual budget.
MV Transportation, Burlingame CA
3/2020 – 3/2022
Operations Manager
Responsibilities
Effectively manage all call center functions.
Effectively manage customer relations through both direct contact and outreach programs.
Identify, select, train and mentor location staff.
Effectively and frequently communicate with location staff and support team members.
Assist in overseeing safety and training programs, plans and processes to ensure compliance with company, contract and regulatory requirements.
Contributes to maintaining the safety culture of the division.
Maintain client contact routinely to meet or exceed expectations.
Assist with conducting periodic departmental audits.
Daily, weekly and monthly review of key operational metrics.
Implement, promote and adhere to company policies and procedures.
Participates in location labor and employee relations activities.
MV Transportation, Burlingame CA
1/2020 – 3/2020
Recruiter
Responsibilities
Review and analyze resumes against minimum qualifications.
Conduct telephonic interviews with potential employees using industry-standard techniques.
Introduce new hires to the company and walk them through the on-boarding process.
Serve as an employee advocate for new hires.
Confirm completion of all new-hire paperwork who meet the expectation of the job.
Coordinate with qualifications team and local management teams to communicate the status of the candidate's status in the recruiting and hiring process.
Coca Cola Refreshments, Union City CA
06/2013- 03/2019
Route Planner
Responsibilities
Responsibilities were and not limited to routing Trucks out of the San Leandro Branch, which can run a maximum of 36 Bulk Routes that can hold 43,500 pounds and 25 pallets of product per truck.
Covering the Bay area, the Tri-valley area as well as scheduling Dock times for over 13 ARTM’s and route them efficiently according to the requested and confirmed dock times.
Routing trucks out of the Union City Branch, they can run up to 36 trucks, a combination of Rapid Delivery and OFS vehicles, which hold up to 27,000 pounds up to 23 Pallets per truck also covering the Bay area.
Servicing Wholesale and whole market stores in an effort to deliver to our Coca Cola consumers in an efficient and timely manner, based on the geographical area, meeting delivery time windows, honoring priority request and properly palletizing the trucks.
It also included pulling orders from one software system into another, which is from BASIS into LEO.
This allowed the orders to be placed into the system onto a map to see the order in which the stores are being delivered; once the routing was complete, the orders were then exported back into BASIS for palletizing and then sent into SAP for the warehouse access to build the truck for the next day delivery.
Worked closely with the Sales Rep, Distribution Managers as well as my direct Manager to ensure any special request and labor are adhered to.
MV Transportation, Livermore CA, 94550
10/2002- 06/2011
Dispatcher
Responsibilities
Customer Service Representative:
oServed as a Customer Service Representative at the Transit center for Fixed Route for the duration of 5 months where I sold Bus tickets, Greyhound and ACE train tickets, as well as provided routing information to customers to ensure their point A to point B would be accurate and prompt.
oAt the end of my shift, I closed making sure all currency balanced out and receipts were coincided.
Dispatcher:
oPromoted to customer serve at their Para-transit office where I immediately began dispatching in which provided service for the Tri-Valley area covering 3 Major cities and connecting with several of others surrounding the Tri-Valley
Lead Dispatcher:
oIn 2005, got promoted to Lead Dispatcher/ Supervisor holding complete responsibility for supervising 22 drivers while operating Para-transit vehicles for ADA clients in compliance with DOT regulations, 3 Dispatchers/customer Service reps.
o Acting Manager until position was filled.
oAccountable for running the day-to-day operations and pulling reports involved with the daily communications and interaction with drivers and monitors.
oEnsured appropriate work force level each day. Called in replacement personnel as needed, trained all new employees as customer service rep/dispatchers, and scheduled next day routes for service and manifest. Monitor radio, multiple phone lines, and on-road provision of service for quality assurance.
oImplemented new rules and enforcing all policies for operators and staff, as well as influencing positive employee’s morale for charismatic customer service, Screen routes, time sheets and performance reports daily.
oWhile employed with MV I have had the opportunity to travel to other cities and states and train employees.
oEnhanced employee’s attendance through daily monitoring, one on one discussions and motivational strategies, Responsible for taking customer complaints and compliments, Conducted drivers and staff meetings.
Operations:
oResponsible for managing the operation aspect of this division.
oWhich required promoting safe, professional, and courteous operators, to provide the service to the disabled and elderly community abiding by all DOT regulations and ADA laws to ensure customers are receiving the quality service that they deserved.
oIt also required me to ensure the appropriate work force level each day, support, assist and encourage dispatch to utilize the tools provided i.e. Spider Report, Trapeze, AVL, Unperformed report, pull out report and the many other utensils MV had to put on the street productive and cost-effective routes.
oWith certainty that we are maintaining a 2.4 or overrides Per Hour, and over the 92% On Time Performance, in which is in the high 90’s.
oBoosted morale to guarantee they are staying professional via phone, radio, dispatching, and customer serving to the best of their ability.
oServed on special taskforce charged with turning around under-performing departments.
oWorked closely with LAVTA and other management staff to focus on the division as well as assisting the General Manager as needed but not limited to, to assure we are staying within the guidelines of the current contract.
Contact this candidate