Customer Service Manager

Hasib Ikramullah

Address: *** ******** **, ********, ** 11211, US

Home: + (1-347-***-**** | Mobile: + (1-917-***-****

Email: **********@*****.*** | Linked In: http://www.linkedin.com/in/hasibikramullah

VP/ Director / General Manager

Supply Chain Management, Logistics, and Transportation

*Versatile and highly accomplished senior executive management professional offering 15 years of experience in supply chain management, logistics/transportation management, people management, and budget management.

*Expertise in handling transportation and assignments for a variety of materials in strict adherence with operational policies and an eye on stringent time frames and approved transportation budgets.

*Acquired higher managerial position through detailed approach to work and rich exposure in managing business relations with customers, line managers, and suppliers per global business needs.

*Highly experienced in creating strategies for major projects with large budgets while successfully reducing costs.

*Skilled in leading operational efficiency through new approaches to work and effective time management.

*Outstanding track record in providing analytical and implementation support for projects, new business opportunities, and proposals with an ability to investigate problems, identify root causes, and develop solutions as necessary.

*Recognized for hands-on experience in monitoring and maintaining costs within the supply chain, as well as gathering and interpreting relevant data such as inventory turns, demand patterns, and supplier delivery performance for supporting operational decisions and monitoring stocks.

*Preparing and setting policies and procedures ensuring financial and organizational goals such as effective operational excellence, improved work ethic, culture, and performance.

*Excellent communicator and a top negotiator with a strong ability to work under pressure in fast-paced, time-sensitive environments. Proven ability to effectively interact with people of diverse nationalities; comfortable working in a multicultural setting.

Core Competencies

1.Supply Chain Selection and Optimization

2.Relationship Management

3.Production Planning

4.Forecasting, and Cost

5.Order Management

6.Performance Management

7.Cost Management

8.Transportation Management/Solution

9.Logistics Management

Key Achievements Related to Deliverables across Career Span

RWI Transportation, LLC, Cincinnati, OH, 2002

* Bid and secured a 3PL/4PL service contract with Sara Lee Refrigerated Foods Division (Peoria, IL) valued at $3M USD in an open RFQ/RFP with an objective to redesign the current distribution network in order to lower cost by 5% on a yearly basis from June 2002 to June 2005, primarily by using 3PL and 4PL Logistics Provider.

* Evaluated deficiencies in the current network, some of which included: a lack of break bulk facilities for creating LTL solutions, lack of backhauls for their primary OTR fleet, a unionized labor force at the central hub, and an antiquated inventory control system for replenishment.

* Secured the bid for RWI Transportation to create 16 localized 3PL and 4PL redistribution facilities, each with in-house short-haul OTR fleets in the five major Midwest markets in a 2 year period, and an integration of their logistics/distribution systems with CRM/SAP.

* Successfully accomplished and exceeded goals for Sara Lee Refrigerated Foods Division by reducing distribution costs by $1.4M in the first year or 8.5% (year-over-year) and 5% consecutively for the next 2 years in contract, as RWI’s $3M contract yielded a 21% EBITDA and made Sara Lee one of the most valued 80/20 customers.

* Spearheaded the incorporation of EDI into RWI’s innovative (AS/400 Based TMS) operating system for all major national account customers, such as Nestle and Kroger, representing 20% of the overall business for RWI Transportation, LLC.

* Worked in conjunction with the Director of Operations and Executive VP in dealing with a 100% owner operator fleet of 450 trucks.

* Introduced a fuel optimization program saving owner operators and the company between 4-11 cents per gallon/mile.

Eastern Concrete Materials, Inc.-a US. Concrete Co., Elmwood Park, NJ, 2007

* Created a strategy for ECIM (the largest ready mixed concrete producers in Northern NJ, with 12 plants and 156 delivery trucks) to mitigate its fixed/semi-fixed costs through 2007-2009 as the forecasting revealed an eventual 32-36% drop in ready-mix concrete volumes throughout the service area.

* At the time of the strategy (2006) ECMI held a market share of 26% and sold roughly 980K cubic yards of concrete annually, with gross revenues of $126M with a19% EBITDA, just servicing the NJ market in 2006.

* Because of the strategy, and even with the significant attrition in the Northern NJ construction market between 2007-2009, ECMI sold an average of ~560K cubic yards/year and still had gross revenues of $84M with a 12% EBITDA.

* Improved service standards, evaluated performance and profitability, and initiated growth and scope of opportunities with existing and new customers.

* Increased the company’s performance in key areas and indicators like CY/MH, directly improving variable costs and positively impacting the bottom line of the P&L.

NYC Concrete Materials, LLC (a US Concrete Company), Maspeth, NY, 2008

* Successfully played a key role in creating a growth strategy for US Concrete to acquire three independent operations creating NYC Concrete Materials, LLC: Master Mix, LLC (Staten Island), Local Concrete Supply (Brooklyn), and Pebble Lane Associates (Queens).

* Led a successful campaign to keep NYC Concrete Materials non-union against a petition by a Teamster Union, Local 282 through an open dialogue with the labor force (concrete delivery professionals) while adhering to all the NLRB guidelines.

* Represented the company and US Concrete, Inc. in several industry associations such as NRMCA, ACI, CIB, and NJCAA in conventions, and seminars. Liaised with other city and state agencies playing decisive roles in the future of concrete construction industry.

Career Progression

General Manager/Executive VP Jan 2008 – Oct 2011

NYC Concrete Materials, LLC (a US Concrete Company), Maspeth, NY

1.Responsible for setting objectives, policies, and standards for the organization to successfully meet short-term financial targets while continually working towards long-term goals.

2.Involved in gathering market data revealing an opportunity for growth through market consolidation; served as a key team-member involved in every step of the acquisition, which resulted in the creation of NYC Concrete Materials, the first and successful attempt for US Concrete Inc. to penetrate the NYC non-union market. My demonstrated skills and accomplishments from this project and my previous roles with US Concrete Inc. helped secure the General Manager’s position for the new unit.

3.Assessed organization’s performance and its activities through P&L oversight while meeting the budgeted expectations in EBITDA, productivity, and market presence (keeping a vigilant eye on the ROI and IRR proposed in the expansion plan of the company).

4.Created the sales and revenue budgets and directed capital expenditure to maximize production capabilities, improve physical assets, implement technological advancement, and create a safe working environment yielding optimal performance from the overall workforce.

5.Guided and created all reports, budgets, forecasts, and other key indicators for the rollup of information to the corporate entity, the board of directors, and ultimately the market and the company US Concrete (a publicly traded company on the NASDAQ under the symbol USCR).

6.Conducted monthly management meetings reviewing all the areas of a successful business such as sales and revenue, credit and collections, operations, technology, safety, human resources, and training to guide all team leaders and inform the key personnel of the overall success and targets of the company.

7.Trained and appointed senior staff within NYC Concrete Materials.

8.Created a successful work environment and culture of trust for the employees exceeding all the production goals.

Customer Service Manager May 2006 – Jan 2008

Eastern Concrete Materials, Inc. (a US Concrete Company), Elmwood Park, NJ

1.Managed every aspect of the customer service department for Eastern Concrete Materials, Inc. (the largest ready-mix concrete producer in the Northern NJ market).

2. Operated a high volume call center, with a primary function of facilitating the delivery of perishable products and providing supply chain solutions and logistical coordination to 12 production facilities in a highly competitive environment.

3.Designed and implemented an extensive training program focused on systems proficiency (Command Alkon and Trimble GPS Systems), improved logistical analysis, and created a customer-centric call center environment.

4.Restructured the department to create better accountability while improving overall system of operations.

National Customer Service Manager Jul 2002 – Apr 2006

RWI Transportation, LLC, Cincinnati, OH

1.Responsible for managing the National Customer Service Department and at RWI Transportation, LLC-a wholly owned subsidiary of the Castellini Corporation and one of the largest produce distributors in the Midwest.

2.Designed and implemented operational plans to restructure national accounts to enhance the utility of personnel, increase productivity, and establish accountability within the department.

3.Evaluated P&L statements to determine profitability in current commitments.

4.Played an integral role in setting the yearly fiscal/budgetary standards for specific departments within the organization while primarily focusing on revenue generation and ROI on the regional T/L fleets.

5.Maintained service standards, evaluated performance and profitability, and initiated growth and scope of opportunities for all national account customers such as Mead Westvaco/New Page, Nestle USA, Sara Lee USA, Cadbury Adams, Cargill, Sysco, and various others.

6.Supervised all the daily functions of national account customer service representatives such as data (load) entry, status reporting, maintaining service standards, tracking shipments/movements, and acting as a liaison between RWI and all its national account customers.

7.Evaluated departmental performance and acted as the rating supervisor/manger to all customer service personnel.

8.Created detailed operational guidelines for the CSR department and claims department to initiate a training program.

Functioned as the primary logistical planner for all freight-based customer movements

1.Worked in coordination with all national salesmen to evaluate new and existing customers and established lane rates (RFQs) and procedures for servicing specific accounts.

2.Helped in preparing major bid packages (on-line/carrier conferences) to initiate and promote future growth.

3.Evaluated individual lanes of traffic for profitability and determined their capability into the business model (objectives of the company).

4.Trained and prepared customer service representatives on all new standards required for the newly initiated customer/contacts, such as routing, pricing, load tendering, and reporting.

5.Cultivated broker contacts in every region of the US to solicit supplementary freight to fill voids in customer business and assisted with backhauls.

6.Supervised all broker freight to maintain minimum rate-per-mile standards and accessorial reimbursements.

Assisted the RWI Brokerage Department in developing a carrier following

1.Negotiated and brokered additional business that the customers may offer RWI outside the contract commitments.

2.Developed a “lane specific” carrier base by using leads from industry tools such as the DAT System (Transcore) and a variety of web-based applications specifically geared towards the transportation market.

3.Assisted the RWI agent coordinator as the National Customer Service Manager to introduce incoming agents/brokers to the company’s customer base improving business opportunities.

Participated directly in negotiations with a 100% owner operators fleet of trucks

1.Assisted in developing and implementing new processes addressing the key focus areas within the organization, such as driver retention, driver-friendly freight, the quality of life for our owner operator fleet, rising costs of operating a truck in the current market, and the overall changes the industry is experiencing.

2.Established new and innovative solutions to previous industry problems that affected all drivers.

Increased interdepartmental cooperation working toward the overall mission of the organization

1.Functioned as one of the primary managers responsible for supervising the daily operational conduct and tempo of the organization.

2.Worked closely with the accounting department to ensure all national account customers meet the individual fiscal obligations to RWI.

Customer Service Representative, SWIFT Transportation, 2001-2002. Managed Sears and Federal Express accounts with annual revenues of $50M+. Commenced employment as Company Driver/Trainer, 1999-2001.

Earlier: 92A-Automated Logistical Specialist, US Army, 1995-1999. Served as Human Resources Representative and Automated Logistical Specialist at various installations: Ft. Huachuca, AZ; Camp Casey, Korea.

Educational Qualification

Bachelors of Science May 1992 – May 1995

New York University

Professional Credentials

Microsoft System Engineering Certification Jun 1999 – Dec 2001

University of Arizona

Foreign Language and Encryption Jun 1998 – Aug 1998

US Army Military Intelligence Center

Automated Logistical Special 92A Course (completed) Jul 1996 – Jul 1997

Army School of Logistics

Computer Skills

* Proficient in all Microsoft Office applications, Windows software, and network maintenance.

* Experience in IBM AS/400-compatible operational systems, INNOVATIVE (ICC), widely used in the logistics and transportation industry.

* Experienced in Command Alkon and Sysdyne Systems software developed for construction materials delivery and concrete production operations.

* Experienced in CISCO database management used in the US DOD.

Personal Details

Date of Birth: 13th June, 1975; Gender: Male; Nationality: American; Marital Status: Single; Driving License: Commercial Driving License; Languages Known: English and Bengali

References available upon request

Contact this candidate