Operations & Service Leader with 10+ Years Experience

Douglas Gouthro

Service & Operations Manager Customer Experience Team Leadership

Milwaukee, WI

414-***-**** ️ ***********@*****.***

PROFESSIONAL SUMMARY

Service and operations leader with 10+ years of experience managing teams, resolving customer issues, and driving performance in fast-paced service environments. Proven ability to lead frontline teams, improve service quality, and handle high-pressure situations while maintaining strong customer relationships. Experienced in workforce management, performance coaching, and process improvement with a focus on efficiency, accountability, and customer satisfaction.

CORE COMPETENCIES

● Service Operations Management

● Team Leadership & Staff Development

● Customer Experience & Escalation Resolution

● Performance Management & Coaching

● Workforce Scheduling & Coordination

● KPI Tracking & Service Metrics

● Process Improvement & Workflow Optimization

● Conflict Resolution & Problem Solving

● OSHA & DOT Compliance

● Cross-Functional Communication

PROFESSIONAL EXPERIENCE

Dispatch Manager

Jones Logistics / Standard Express — Oct 2024 – Dec 2025

● Led daily service operations for a multi-driver fleet, ensuring on-time delivery and consistent service performance

● Supervised and coached drivers and dispatch staff, improving accountability and overall team effectiveness

● Handled high-level customer and employee escalations, resolving issues quickly while maintaining strong relationships

● Managed workforce scheduling, staffing levels, and workload distribution to meet service demands

● Partnered with leadership to track KPIs and identify opportunities to improve service efficiency and operational performance

● Maintained compliance with DOT, OSHA, and company policies while overseeing employee documentation and performance

● Trained and onboarded new team members, improving ramp-up time and early performance consistency

Dispatcher

Medspeed — Oct 2023 – Oct 2024

● Coordinated time-sensitive medical deliveries, ensuring high service reliability in a critical environment

● Managed real-time scheduling adjustments to prevent service disruptions and maintain customer satisfaction

● Communicated with drivers, leadership, and clients to resolve issues and ensure smooth operations

● Supported service performance by balancing workloads and responding quickly to operational challenges

Dispatcher / Warehouse Associate

Chicago Parts and Sound — Mar 2020 – Oct 2023

● Coordinated delivery operations and service scheduling to ensure timely order fulfillment

● Maintained accurate records for shipments, schedules, and operational activity

● Supported team members with problem-solving and workflow coordination

● Built strong customer relationships through consistent communication and reliable service

Retention Specialist

Charter Communications — Nov 2018 – Mar 2020

● Managed high-volume customer interactions, resolving service issues and retaining customers

● De-escalated complex customer concerns while maintaining a positive experience

● Consistently exceeded performance goals through effective communication and solution-based service

Wireless Sales Consultant / Customer Service Representative Verizon — 2015 – 2018

● Delivered customer-focused service, resolving account and technical issues

● Built strong customer relationships through clear communication and product knowledge

● Supported team performance goals through proactive engagement and service excellence

Technical Support & Customer Service Team Lead

AT&T — 2006 – 2014

● Supported daily operations of a high-volume service team, assisting with escalations and workflow management

● Provided coaching and guidance to improve team performance and service quality

● Resolved complex customer issues while maintaining professionalism and efficiency

● Contributed to process improvements that enhanced service delivery and team productivity

EDUCATION

University of Wisconsin – Madison

Full Stack Developer Bootcamp — 2023

Fox Valley Technical College — Appleton, WI

Commercial Driver’s License (CDL) — 2011

ADDITIONAL SKILLS

● Strong communication and leadership skills

● Conflict resolution and decision-making

● Analytical problem-solving

● Experience in fast-paced, deadline-driven environments

● Proficient with Windows, iOS, and business systems

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