Customer Service Agent
Resume:
John Laciak
Aurora, Il *****
***********@*****.***
Professional Summary
Dynamic logistics professional with extensive experience at CRST Transportation, excelling in load planning and rate negotiation. Proven track record in enhancing operational efficiency and customer satisfaction through effective communication and compliance monitoring. Skilled in TMS software and performance management, driving successful outcomes in freight management and driver supervision.
Skills
Load planning
Rate negotiation
Customer service
Regulatory compliance
Freight management
Driver supervision
TMS software
Route optimization
Shipping documentation
Performance management
Safety protocols
Problem solving
Communication skills
Time management
Compliance monitoring
Dispatching software
Account management
Price quoting
Shipment services
Carrier selection
Deadline management
Performance tracking
Logistics management
Third-party logistics
Transportation management systems
Negotiation
Data entry
Distribution planning
Freight documentation
Transportation regulations
Route planning
Oversize cargo transport
Supply chain
Shipment tracking
Cost reduction strategies
Shipment inspection
Documentation verification
Freight tracking
Shipping and receiving
Experience
Freight Broker / Driver Manager, 08/2024 05/2025
KBA Transportation, LLC / Silvicom, Inc Melrose Park, IL
Managed logistics for 10 to 12 hazmat OTR drivers, ensuring timely load pick-up and delivery.
Tracked shipments using GPS technology, providing status updates to clients.
Negotiated rates based on market trends to optimize profitability.
Entered all shipments into McLeod TMS for accurate billing records.
Ensured compliance with federal regulations for transporting hazardous materials.
Inspected cargo before loading to maintain safety standards.
Resolved driver issues, including breakdowns and payroll disputes, enhancing operational efficiency.
Coordinated shipping processes, collaborating with customers and brokers to streamline communications.
Logistics/Fleet Manager, Dedicated Solutions, 05/2022 10/2023
CRST Transportation Romeoville, IL
Managed eighteen drivers to optimize pickup and delivery operations for LTL and truckload.
Implemented routing strategies, coordinating with warehouse operations to enhance logistical flow and reduce costs.
Oversaw driver payroll and performance, ensuring compliance with DOT regulations and high driver satisfaction.
Led customer service initiatives, resolving issues promptly to maintain strong customer relationships.
Provided guidance on equipment usage and ensured employee training in safe operating procedures.
Reviewed driver logs for accuracy and regulatory compliance.
Resolved customer complaints regarding service issues and delays in delivery times.
Managed daily fleet department operations, including staffing, scheduling, and performance management.
Logistics/Fleet Manager, 08/2021 02/2022
RJW Logistics Group Woodridge, IL
Supervised dispatchers and a fleet of drivers to optimize local pickup and delivery operations.
Implemented McLeod TMS to enhance operational capabilities.
Coordinated with warehouse and supply chain teams for seamless freight management.
Resolved customer complaints related to service issues and delivery delays.
Maintained high customer satisfaction through proactive follow-up and issue resolution.
Promoted optimal productivity among employees in job tasks and duties.
Communicated effectively with management and drivers to build strong relationships.
Managed driver information to improve delivery scheduling accuracy.
Dispatch Supervisor, 09/2020 08/2021
Central Transport Aurora, IL
Optimized local pickup and delivery operations by managing dispatch of 20 city drivers.
Implemented efficient routing plans to enhance customer service experiences.
Ensured compliance with safety regulations and government standards across all operations.
Maintained operational communication systems to ensure equipment functionality and driver awareness.
Lead Load Planner, 07/2011 08/2020
XPO - THIRD PARTY LOGISTICS PROVIDER North Aurora, IL
Led load planning and troubleshooting for new account implementation, increasing operational efficiency.
Conducted daily strategy meetings with clients to ensure effective communication and alignment.
Analyzed scheduling to enhance efficiency and reduce costs, directly improving operations.
Maintained high on-time delivery rates and positive margins through effective management.
Communicated with carriers to guarantee safe and timely delivery of goods.
Coordinated shipments with customers, vendors, and internal teams to ensure timely order processing.
Investigated shipping delays and implemented corrective measures to resolve issues.
Negotiated competitive carrier rates aligned with customer needs while adhering to budget constraints.
City Dispatcher, 07/2006 07/2011
The Custom Companies Northlake, IL
Optimized night dispatch operations, improving routing efficiency and overall productivity.
Assisted day-shift dispatchers in managing over 40 route drivers to enhance operational flow.
Prepared detailed operational reports for management, highlighting performance metrics and challenges.
Provided on-call support for drivers and sales staff, promptly resolving issues.
Coordinated daily dispatch team operations to ensure timely task completion.
Ensured compliance with safety regulations during all vehicle dispatch processes.
Resolved customer complaints by providing accurate information or redirecting inquiries.
Tracked vehicle locations using GPS technology for efficient dispatch responses.
Dispatcher, 05/2003 05/2006
Great Lakes Logistics Romeoville, IL
Optimized routing and delivery schedules for 30-truck operation in collaboration with dispatch teams.
Maintained strong customer relationships through effective service and prompt issue resolution.
Resolved customer complaints to enhance satisfaction and build loyalty.
Provided billing support while training new employees on computer systems.
Assisted with truckload brokerage for in-house accounts, expanding service offerings.
Scheduled loads based on priority and equipment availability to maximize operational efficiency.
Coordinated logistics and delivery times by communicating with customers and drivers.
Delivered timely updates to customers regarding orders and requests.
Operations Supervisor, 02/2001 04/2003
Cavalry Express / Athena Express Elk Grove Village, IL
Coordinated truckload and LTL shipments with freight forwarders to optimize routing efficiency.
Supervised direct reports, ensuring team alignment and operational management effectiveness.
Managed customer service duties, including rate quotes and pickup/delivery follow-ups to enhance satisfaction.
Contributed to building strong customer relationships, directly impacting business growth and reputation.
Collaborated with vendors on product availability, pricing, and delivery schedules.
Oversaw daily operations, including personnel scheduling, task assignments, and progress monitoring.
Developed robust customer relationships through excellent service practices.
Supervised warehouse activities, including loading, unloading, order picking, and packing.
Education
Mount Mercy College Cedar Rapids, IA
Some College (No Degree) History
Northern Illinois University DeKalb, IL
Some College (No Degree) Business
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