Customer Service Manager
Resume:
Robert W Hughes
Parker Colorado
801-***-**** cell
*********@*****.***
OPERATIONS & LOGISTICS MANAGER
LOGISTICS and OPERATIONS professional with a verifiable track record of progressive growth and experience in a broad range of disciplines in logistics and transportation management. Demonstrated expertise in developing and implementing measurable and actionable operational strategies. Hands-on leadership experience with proven success in the development of sound policies and practices that ensure that the company’s financial, business and customer service objectives are achieved. Resourceful team leader with the capacity to multitask in a fast-paced environment, manage competing priorities with ease while achieving organizational and customer objectives.
EDUCATION AND PROFESSIONAL DEVELOPMENT
University of Cincinnati Cincinnati, OH
BS, Personnel Administration
BS, Administrative Management
Professional Training and Development
Blue Point Leadership: Leader as a Coach
Blue Point Leadership: Executive Training
Franklin Covey: Focus – Achieving Your Highest Priorities
Franklin Covey: 7 Habits for Managers
PROFESSIONAL EXPERIENCE
DISTRICT OPERATIONS MANAGER 2007-2009
DHL EXPRESS, Denver, CO
Direct oversight and accountability for the daily operations of 12 service centers in Colorado, Wyoming, and Nebraska with full responsibility for achieving revenue target of $34 million and for reaching P&L and customer service goals and objectives.
Reduced union staffing by 17% and management expenses by 42% through streamlining and consolidating operations.
Conducted successful negotiation of Western States Labor agreement (2008)
Directed Democratic National Convention (2008)
Recipient of District Customer Service Award (2007)
DISTRICT OPERATIONS MANAGER 1999-2007
DHL/AIRBORNE EXPRESS, Salt Lake City, UT
Led the day-to-day operations for a service area covering 11 service centers in Utah, Nevada, Idaho, and Wyoming with revenue responsibility for $23 million.
Successfully increased productivity while instituting a 35% reduction in workforce (2003-2005)
Reduced inventory carrying costs by 23%, improving overall district bottom-line profits
Oversaw the construction and set-up of a new airport facility built from the ground up
Recipient of District CSI award for year over year improvement in Cost, Supply and Injury (2006)
Directed and managed all aspects of the 2002 Winter Olympic planning
STATION SERVICE MANAGER 1998-1999
AIRBORNE EXPRESS, Lenexa, KS
Managed Station operations with Airborne Express’s Top 5 core business customers.
Achieved a 90-day turnaround of Airborne Express’s worst performing station, passing all quality, safety, security, FAA, and OSHA audits
Re-engineered Labone processing and handling techniques for core lab business
OPERATIONS SUPERVISOR 1994-1998
AIRBORNE EXPRESS, Cincinnati, OH
Provided the managerial leadership in the execution of the day-to-day operations including payroll administration, staffing and scheduling of staff. Coordinated union grievance hearings, safety, security, fleet maintenance, and dispatch.
Awarded Airborne APEX Award for superior account maintenance
LOAD & SORT OPERATIONS 1988-1994
UNITED PARCEL SERVICE, Cincinnati, OH
Coordinated Employee Safety Program for Hamilton Center
QUALIFICATIONS HIGHLIGHTS
OPERATIONS MANAGEMENT & IMPROVEMENT LOGISTICS OPERATIONS PROJECT MANAGEMENT CLIENT RELATIONS PROCESS DEVELOPMENT BUDGET MANAGEMENT P&L RESPONSIBILITY CAPITAL OPTIMIZATION CONTRACT NEGOTIATIONS AIRCRAFT RAMP OPERATIONS FLEET MANAGEMENT
Expertise in utilizing fact-based, process-oriented approach towards reaching aggressive goals in support of cost, profit, customer service and organizational objectives.
Strong analysis, planning, organizational and team-building abilities with effective problem resolution and relationship management skills that produce positive results.
Recognized as a strong leader, motivator, and energetic manager with superior business acumen and communication skills, adept at managing in a complex environment.
Proven record of driving efficiency and productivity through detailed analysis and process improvement.
Contact this candidate