Customer Service Supervisor

Thomas S. Di Condina

______________________________________________________________________________

** **** ***** ****, ***** Caldwell NJ 07006 **********@***.***

Home 973-***-**** Mobile 973-***-****

______________________________________________________________________________

CAREER SUMMARY

Versatile Operations Supervisor with experience in leading a large diversified workforce to meet client expectations and corporate goals. Results oriented leader who is effective at setting and achieving goals, training and supervising a top-performing service provider group, and adapting quickly to the changing business environment. Client focused problem solver who combines technical and operational knowledge to deliver results. Incisive decision maker, quickly anticipating and correcting operational issues that may be jeopardizing customer service levels.

PROFESSIONAL EXPERIENCE:

JetBlue Airways Nov 2011- Present

Ground Operations

PROGUARD AGENCY, Brookfield CT Jul 2011-Present

Claims Adjuster

• Field site manager for oil insurance company.

• Supervise the removal of underground storage tanks.

• Supervise testing of soil for possible contamination.

• Document and report all findings according to EPA standards

UPS, Parsippany, NJ Mar 1992-Jul 2011

Operations Supervisor Jan. 2011-July 2011

• Supervise, schedule and maintain accountability for the performance of seventy package car drivers. This includes the analysis of daily performance reports to adjust levels and dispatch work assignments accordingly. Make immediate and timely adjustments to staffing levels based on call outs. Coach and motivate drivers to handle daily changes to their schedule.

• Ongoing analysis and development of driver routes to maximize service levels and minimize costs.

• Successfully partnered with Teamsters Union Representatives to maintain strong labor relations.

• Train and supervise employees in OSHA regulations, safe driving and proper delivery techniques.

• Extensive daily interaction with clients to address and resolve delivery problems.

• Responsible for growing business by working with sales representatives and following up on service provider sales leads.

• Trained over 35 employees in safe driving methods and work place safety.

Package Dispatch Supervisor Feb 2006-Jan 2011

• Manage center dispatch through the performance of seventy full time drivers, four Pre-Load supervisors and 30 part time Pre-Load hourly employees.

• Review and analyze data thru stop and volume trends to identify dispatch trends and create daily load plans to maximize results.

• Oversee load modifications to improve service commitments and reduce cost.

• Excel at making expedient and decisive decisions in a fast paced environment

• Communicate and present operational objectives, changes, and updates to ensure a well- informed and focused workgroup.

• Analyze both future trends and previous day results to make adjustments to next day’s dispatch plan to improve production levels.

• Holds others accountable to established performance levels to achieve individual and group goals by providing continual feedback and direction to workforce and management team.

• Division ranked #2 overall in North America based on Corporate goals that were set and results achieved.

• Monitors the technical functionality of dispatch planning systems to ensure operational efficiency.

Operations Preload Manager Sept 2003- Jun 2004

• Managed Preload operation of a 50K Hub.

• Managed 5 Full Time Supervisor, 15 Part-Time Supervisors, and 160 employees.

• Responsible to ensure dispatch for 145 Package cars.

• Coach and motivate employees to handle daily changes.

• Successfully partnered with Teamsters Union Representatives to maintain strong labor relations.

Preload Supervisor Jan. 2001-Sept 2003

• Supervised the Unload that had 3 P/T supervisors with 30 employees.

• Supervised Boxline with 2 P/T Supervisors and 24 employees.

• Maintain accountability for the performance of these employees. This includes the analysis of daily performance reports to adjust work levels. Coach and motivate employees to handle daily changes to their schedule.

• Successfully partnered with Teamsters Union Representatives to maintain strong labor relations.

• Train and supervise employees in OSHA regulations and safety.

Operations Supervisor Jan 1994 -Jan. 2001

Driver Jun 1993- Jan 1994

• Recognized as a top performing driver and promoted to Supervisor.

Preloader P/T Mar 1992 – Jun 1993

Carretta Trucking 1991 -1992

• Warehouse Supervisor

Colonial Yachts,

Fort Lauderdale, Florida

• Supervisor Service Department 1987 - 1991

EDUCATION:

Santa Fe Community College Associates Degree Business

Gainesville, Florida

Contact this candidate