Customer Service United States

Michael L. Crane

*** **** **, ******* *****, New York 14304

716-***-**** - **********@*****.***

EXPERIENCE

FEDEX LOGISTICS, Tonawanda, New York

Managed Account Administrator, August 2025 – present

•Managed 12 high profile accounts while managing 16 employees while ensuring high levels of customer service

•Trained different departments on how to successfully handle shipments

•Worked with management to develop SOPs and to streamline account processes

•In charge of leading 3 projects outside my normal work tasks

Team Lead, September 2024 – July 2025

•Manage a team of 9 direct reports who review and process customer shipment entries and provide necessary assistance, oversight, and training

•Increased team efficiency by providing professional development to the team and engaging in continuous improvement activities

•Continuously monitor team metrics in order to ensure overall customer satisfaction

•Resolve any referrals or inconsistencies that arise in shipment documentation

Quality Driven Management program, February 2025 – present

•Participate in a department-wide initiative to reduce number of daily caged shipments with a goal of increasing pre-clearance shipments to 80%

•Managed 12 high profile accounts while managing 9 employees and ensured high levels of customer service

•Trained different departments on how to successfully process shipments with the various accounts

•Worked with management to develop SOPs and worked with management to streamline account processes

• Successful streamlined account processing and while heading 3 projects outside my normal work tasks

Emerging Leaders, October 2024 – March 2022

•Enrolled in a leadership development program to enhance core management competencies

Senior Customs Trade Specialist, August 2022 – September 2024

•Responsible for managing the Philips account

•Completed shipments in the Express Ground and Border settings

•Created a Team Daily Workflow Schedule and Calendar for use by the processing team

•Worked with Philips to improve its standard operating procedures

•Fixed complex automated broker interference (ABI) errors

Managed Account Coordinator, October 2020 – August 2022

•Monitored shipments for customs release and delivery

•Contacted customers when shipments were missing information for United States Customs release

•Helped create procedures to increase efficiency, accuracy, and compliance in the SBP department

•Helped managed multiple complex accounts, including Mexico TD, American Airlines, Learjet, Goodyear, and others

Bond Coordinator, April 2019 – October 2020

•Helped companies set up and maintain their Customs Bond with United States Customs

•Worked with legal, operations, and accounts set-up to ensure customer expectations and compliance with United States Customs measures

Quality Assurance Coordinator, May 2018 – April 2019

•Audited highly complex accounts to ensure accuracy and compliance

•Worked with management and administrators to improve standard operating procedures to increase productivity and accuracy

Managed Account Coordinator, February 2015 – May 2018

ECO Import Coordinator, October 2013 – October 2015

•Released or caged ~100 shipments daily based on customer and United States Customs requirements

•Monitored ABI responses and interacted with United States Customs

•Promoted to handle accounts with a higher level of complexity after six months of employment

TOPS FRIENDLY MARKETS – Springville/Lockport/Amherst, New York

General Merchandise Manager, July 2012 – September 2012

•Ordered and maintained a departments’ stock levels which average $13,000 in sales weekly

•Supervised and trained employees and assisted in their career development

Clerk, March 2008 – April 2021

•Processed cash and credit transactions which ranged between $32,000-$40,000 daily

•Worked in various departments and acted as a Customer Service Lead and Manager-on-Duty

•Assumed responsibility for supervising cashiers and closing a growing store while encompassing crisis management, accident prevention, and staffing levels

EDUCATION

NIAGARA UNIVERSITY – Niagara University, New York

Bachelor of Science in Human Resources Management – May 2012 GPA: 3.60

•Dean’s List (six semesters) magna cum laude

•Everett W. Ockerman Award - Fall 2011

KINGSTON UNIVERSITY – London, United Kingdom

CCIS Study Abroad Program – Fall 2011

PROFESSIONAL PROFILE

Certifications: Certified Customs Specialist (December 2022), High Lift Certificate (June 2011), Power Jack Certificate (June 2011)

Computer: Microsoft Word, Microsoft Excel, Microsoft PowerPoint, Microsoft Access, Adobe Acrobat

Coding: HTML, CCS, JavaScript, SQL

OTHER EXPERIENCE

BUFFALO WESTERN NEW YORK SOCCER REFEREE UNIT – North Tonawanda, New York

Soccer Referee, February 2005 – February 2022

•Major premier level tournaments in the Eastern United States

•National Intercollegiate and High School Varsity Referee

•Junior Board Member Officer

WESTERN NEW YORK SPECIAL OLYMPICS – West Seneca, New York

Tournament Director, January 2010 – May 2010

•Oversaw a successful Western Regional Special Olympics Tournament in the Buffalo Niagara Court Center

•Supervised facility workers, classmates, and volunteers

LOCKPORT PALACE THEATRE – Lockport, New York

Independent Consultant, September 2009 – December 2009

•Consulted theater management in its efforts to transform the theatre back into operating conditions and improve their financial position

AWARDS AND RECOGNITION

FEDEX LOGISTICS, Tonawanda, New York

•Bravo Zulu Award – April 2016, January 2023, February 2024

•Monthly All Star – June 2018

COMMUNITY INVOLVEMENT

EVANGELICAL CHRISTIANS IN SPIRIT OF APOSTLES, Sanborn, New York

Construction Team Member (Woodworking/Clean-Up), July 2024 - present

SANBORN FIRE DEPARTMENT, Sanborn, New York

Volunteer Fire Fighter, July 2024 - present

NIAGARA COUNTY SPCA, Niagara, New York

Volunteer, September 2010 – December 2010

MOUNT ST. MARY’S HOSPITAL, Lewiston, New York

Volunteer, June 2006 – August 2008

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