Operations Manager Customer Service
Resume:
HEATHER
ROWE
**************@*****.***
McConnelsville, Oh 43756
PROFESSIONAL SUMMARY
Dynamic Operations Manager with a proven track record at Manufacturing and Logistics, excelling in project management and data analysis. Spearheaded the establishment of strategic business units, enhancing efficiency and communication while always keeping Safety as a top priority. Recognized for exceptional attention to detail and fostering teamwork, driving continuous improvement in a fast-paced environment.
SKILLS
Organization
Attention to Detail
Problem-solving
Etiquette
Teamwork and People Skills
Communication
Independent Time Management
EXPERIENCE
Production Control, EZG Manufacturing, May 2023 - May 2025, Malta, Oh
Charged with reconciling jobs to determine discrepancies and possible improvements.
Customer Service duties including generating work orders, sales orders and any assistance I can provide to make the customer experience better.
Responsible for all Off-Site Inventory locations, allowing me to work with Salesman in the field to assist in the integrity of their inventory.
Charged with creating meeting agendas and outlines, consolidating and presenting data in report form, create work processes, and assist with annual pricing updates.
Developed and maintained production control systems to streamline scheduling process.
Assisted with quality control and assurance strategies with in-depth inspections.
Contributed to success of production by analyzing data and identifying opportunities
Provided feedback to production team members and managers to eliminate future quality control issues.
Controlled operational risk, identifying and mitigating problems with potential to negatively impact production.
Verified components and quantities of production products against specifications.
Controlled inventory based on expected production demand.
Trucking Manager, Phillips Companies, May 2014 - Apr 2023, Beavercreek, Oh
The duties were managing a busy construction trucking department which was an arm of the Phillips Companies that included Sand and Gravel Mining, Excavation, Ready Mix, and a Retail Hardscape Center.
Oversaw the daily operations of the Trucking Department and made sure employees follow all guidelines of ODOT, OSHA and MSHA as we were governed by those agencies daily.
In this setting the Trucking Department had to provide outside contractors and customers with excellent customer service as well as assure the entities of our company were supplied with the materials they needed.
Created, scheduled and planned large scale training and retreat sessions as well as customer and employee events, including our annual MSHA 8-hour Refresher Training session, which I had to create 8 hours of content along with adhering to US Department of Labor Guidelines, Customer Appreciation Events with refreshments, giveaways and entertainment, and monthly and yearly departmental meetings.
Named the Trucking Company of the Year for three years straight by the Ohio Aggregates and Industrial Minerals for the safety and service of my fleet.
Assessed performance of truck drivers through periodic evaluations and provided constructive feedback.
Addressed any customer complaints or issues related to truck deliveries in timely manner.
Managed vehicle registration renewals, license plates, permits, and other required documentation.
Developed and implemented policies for driver safety and compliance with transportation regulations.
Conducted regular meetings with drivers to discuss updates, address concerns, or share best practices.
Monitored fuel consumption and implemented strategies to reduce costs.
Implemented inventory management systems to optimize storage space utilization in trucks.
Trained new drivers on company procedures, safety protocols, and navigation software.
Created contingency plans for unexpected delays or changes in delivery schedules.
Analyzed financial data related to fleet operations in order to identify areas for cost reduction or revenue growth.
Evaluated route efficiency using GPS data and adjusted routes accordingly.
Oversaw preventative maintenance scheduling for all trucks within fleet.
Researched new technologies and equipment to improve fleet efficiency and reduce environmental impact.
Contract for Services Manager, National Cash Register (NCR), Apr 2007 - Apr 2014, Dayton, Oh
In my capacity I made sure that contracts were legally signed, and customers were entitled to their hardware and software suites.
I had multiple National accounts that included Niemen Marcus, Walmart, Menards and The United States Government to name a few.
Monitored inventory levels, ordering necessary parts and supplies as needed.
Adherence to all Government standards and regulations were imperative and attention to detail was a must.
Annually, all hardware and software applications were reviewed and inventoried right down to every extension cord in the computer rooms of the companies.
Each account was roughly 90 days of work to audit and inventory which afforded me the opportunity to learn to work on long term assignments and conform to strict Government compliance requirements.
Developed and maintained positive relationships with customers.
Coordinated with other departments to maintain streamlined workflow.
Operations Manager, USXPress formerly Victory Express, Jun 1995 - Jul 2004, Dayton, Oh
I was responsible for creating the first Strategic Business Unit in the company by setting regional hauling lanes throughout the United States.
Hubs were established in Dayton, Chattanooga, Lincoln, Oklahoma City, and Ontario CA and there were 42 dispatchers, roughly 2000 truck drivers and 14 Customer Services Representatives reporting.
Leading up to that position was Customer Service Receptionist, Customer Service Representative, Load Planner, and Dispatcher working with such accounts as General Motors, Airborne Express, Meijer and ALCOA.
This position allowed me the opportunity to lay the foundation for excellent communication and learning to work in a very fast-paced environment as well as honing my professionalism.
Conducted staff meetings to review work activities and drive continuous improvement.
Built strong, resilient team by identifying and onboarding highly qualified candidates for key positions.
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