Customer Service Agent
Resume:
Shawn R. Warfield
Lithonia, GA 30058
************@*****.***
Skilled and motivated Dispatcher / Customer Service Agent with over 20 years in logistics and over 9 years in managing vehicle dispatch operations.
Knowledge of Department Of Transportation regulations
Over 18 years of airline operations experience
Over 9 + years of Transportation experience
Over 15 years of operations and warehouse experience
Must work from home
Relevant Qualifications and Experiences
Proficient in multi-tasking, communicating with Transportation professionals. timely dispatching and collaborating with customers / shippers for pickup and delivery on time.
Strong ability to make decisions in a fast-paced environment
Details to completing tasks and projects
Microsoft Excel / Word / Power Point
Strong leaderships skills in a fast-paced environment
Safety and compliance
Manage truck fleet loading / unloading
Managing a cost-effective Production line training and development
OSHA, EPA and DOT operations knowledge
Budget analysis / labor costs control
Hazmat training
International Cargo shipping procedures and policies
Trained in First Aid / CPR / AED Defibrillator
Work Experience:
Load Planner/Dispatcher
Southeastern Consolidators
December 2017 to June 2025
oDaily communications with shippers, drivers, and other internal departments on operations, concerns, and any present and future issues.
oOversee vehicle/ driver scheduling and routes.
oProvide timely info to drivers, shippers and customers about current planned loads.
oAssis other dispatchers on day-to-day operations when needed.
oReport all scheduling and driver compliments and complaints to management.
oProvide fast solutions for any issues that arise during the pickup and drop off process.
oAlleviate the stress of customers, shippers and drivers during conflict and crisis.
oEvaluate and ship loads by examining the origin, route, rate, and volume of the freight.
Dock supervisor /dispatcher / customer service
SECO - Southeastern consolidators • Ellenwood, GA
December 2017 to April 2019
oResponsibilities - Scheduling and dispatching drivers, work crews, vehicles or equipment to appropriate locations according to predetermined schedules, customer requests or immediate needs.
oRelaying information such as workorders or other messages to and from work crews, field inspectors, supervisors or emergency personnel.
oUsing telephones, two-way radios or text messages to contact employees or emergency personnel.
oSpeaking with supervisors or customers to resolve problems, requests for services or equipment.
oOverseeing communications within company assigned territories.
oKeeping and organizing work requests, customer requests, completed work requests, charges for work performed, expenses for services performed, inventory records and other information.
Supervising up to 45 employees handling tasks on the dock. Handling incoming customer service and driver calls daily. Covering multiple loads with drivers in the local Dallas area and all of Florida. Making last minute decision to cover / pickup freight in a safe, fast, efficient way.
Operations Manager Transportation
McLane Food Service
June 2016 to November 2017
Responsibilities - Managing 150 drivers on KPIs such as scanning, on time performance, Overlook, and safety directives. Ensures the customer receives the best customer service. Ensures driver follow protocol while operating the tractor under DOT regulations. Implement schedule and policy changes. Promote safe working activities by conducting safety audits, attending safety meetings with team and individual team mates. Direct activities related to dispatching, routing, and tracking. Make last minute decisions based on operational needs.
Transportation Supervisor
Atlas / Americold Logistics
January 2015 to May 2016
Responsibilities - Supervising about 200 drivers in a 24 hour operation. I Supervise all dispatchers to ensure the drivers are dispatched to various Kroger store locations as well as other product pick up locations in and out of state while staying on target with the productivity goals. I ensure the dispatchers maintain all drivers are following the newly updated DOT regulations and Atlas Directives. I foresee possible future situations in the operation that could become a problem and use alternative options. I train my dispatchers to make quick decisions involving various situations daily as well as monitor communications with the stores when issues come up such as late deliveries due to traffic and truck breakdown.
Operations Manager
North Cargo Terminal, Hartsfield Jackson Airport
May 2007 to February 2009
Responsibilities - I managed small teams of employees as well as a team of 3 supervisors during the loading and unloading of MD-11 / 727 cargo planes in a timely manner. Ensuring my supervisors are holding pre-arrival and pre departure briefings to discuss information / feedback passed on from the customer (compliment, complaint, future changes. Managing the supervisors to ensure all cargo items are secured properly on the pallet, on the aircraft, and ensure the cargo on the aircraft has the weight distributed correctly on the aircraft.
Accomplishments- I was promoted to Operations manager 5 months after being hired.
Cover Driver Loading / unloading
United Parcel Service • Peachtree City, GA
August 2006 to March 2007
Responsibilities - I would drive assigned UPS trucks to various locations to delivery packages to the customer while using all safety processes. I would also load / unload packages from the hub office.
Zone Aircraft Lead Agent
Delta Air Lines • Hapeville, GA
March 1996 to June 2006
Responsibilities - managing about 50 employees on the proper weights and balances on all items loaded on the aircraft. To ensure that all planes in the zone (9 gates) leave on time and the customer is serviced correctly. I trained employees on all safety directives and up to date processes. I ensured the proper scheduling for the month is correct. I ensured all leads knew how to handle all issues needed for the flights through the dispatch. Overseeing the tower for designated zones. I had to approve all fueling of all aircraft with bad fuel gauges using the Federal INOP fuel gauge process.
Accomplishments - I achieved several lateral moves in the first 4 years. From dispatch, Zone Lead, ALA, to tower coordinator. I was then promoted to Fueling supervisor and Fuel Farm inventory supervisor.
Education
Georgia Southern University
1991 to 1993
Lithonia High School
May 1991
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