Customer Service Supervisor
Resume:
Chad M. Murrell
Hastings, Nebraska 68901
Home: 402-***-**** Cell: 402-***-**** Email: *********@*****.***
Summary of Qualifications
Twenty years of progressive experience in customer service, operations, logistics, process implementation and management, employment, health and safety compliance and cost control. A high achieving, results oriented professional with outstanding core business and communication skills. Offering expertise and strengths in the following areas:
• Process Analysis and Improvement • Employment and Hiring
• OSHA Compliance • Strategic Planning and Development
• Team Management, Development and Leadership • Training and Development
• Cross-Functional Team Project Management • Quality Improvement Process
Professional Experience
United Parcel Service – Hastings/Grand Island, Nebraska 1992 – Present
The world leader in package delivery and supply chain solutions with over $51 billion in revenue in 2011. Recognized for the past five years by FORTUNE as Most Admired Company in the Transportation Industry and in 2010 as one of the “Best Company for Leaders” by BusinessWeek.
On-Road/Center Supervisor-Grand Island (1/2012 – Present)
Responsible for the day-to-day operations of the Grand Island, NE Package Operations Center and the management of 25 full-time union drivers, 20 part-time inside union employees and five part-time supervisors.
• Developed streamlined process for records retention that has been adopted by the rest of our Division
• Doubled the participation in the center’s Employee Health and Safety Committee
• Worked with all part-time supervisors to develop job-specific task lists and relevant forms
• Surpassed District goals in the first quarter for Safety Frequencies and Damage Reduction
On-Road/Center Supervisor-Hastings (1/2006 – 1/2012)
Responsible for the day-to-day operations of the Hastings, NE Package Operations Center and the management of 15 full-time union drivers, 15 part-time inside union employees and three part-time supervisors.
• Consistently achieved District goals for production, cost control, service and safety
• Developed records retention filing system for Feeder Aircraft documentation that was adopted by the entire District
• Created a Safety Awareness campaign that was used throughout the District
• Earned Most Outstanding Small Center Award in 2008 based on 25 Quality Performance Elements, including Safety, Service, Production, Cost Control and Volume Development
• Recognized as Most Outstanding Supervisor/Manager in 2009 for Nebraska
• Worked with District Sales Supervisor to develop Volume Development training program for center management teams
• Successfully developed and implemented UPS Dispatch Planning System for the Hastings Operation
• Provided On-Road training to new and current Driver Service Providers
• Completed three Special Assignments to other Districts to train new Driver Service Providers (Nevada, Louisiana and Kansas)
Industrial Engineering Supervisor (4/2005 – 1/2006)
Key team member on a cross-functional Dispatch Planning System (DPS) deployment team that implemented an industry-first software system in the Omaha, NE Operating Centers designed to increase efficiency and production, reduce miles and increase visibility for the customer.
• Responsible for the development of the center-specific Address Management System
• Developed and implemented training process for all Driver Service Providers in the Omaha Centers on the key aspects of DPS that affected them
• Developed and implemented training process for all part-time Package Dispatch Supervisors in the Omaha Centers
• Aided in the development of operational processes in the Omaha Centers to accommodate the new technology
• Trained all Management (full and part-time) on the new software system
• Led 40-hour training classes for new Package Dispatch Supervisors responsible for using and maintaining the new systems
• Trained union hourly clerks on new systems
Human Resources Supervisor-Southwest Division (3/2003 – 4/2005)
Responsible for employment (marketing, interviewing, screening, hiring, and orienting) and Safety Compliance oversight for the state of Nebraska (except Omaha).
• Maintained staffing levels in 12 Package Operating Centers in Nebraska
• Completed 24-hour Hazardous Material Responder Trainer course
• Trained and recertified Hazardous Material Responders in the 12 Package Operating Centers in Nebraska
• Responsible for oversight of UPS Comprehensive Health and Safety Process in the 12 Package Operating Centers in Nebraska
• Lead Trainer at UPS New Service Provider Training School
• Developed Microsoft Excel Planning Calendar template used by all Managers and Supervisors in Nebraska
• In June of 2004, the Lincoln Package Operating Center earned the highest score in the Central Region on a National Comprehensive Safety Evaluation
• In 2004, the Package Operating Centers for which I was responsible attained the highest employee retention percentage in the District
On-Road/Center Supervisor-Hastings (2/2001 – 3/2003)
• Developed numerous processes and related forms to streamline center tasks
• Earned “Top Gun” status at Package Operations Supervisor Training School (awarded to highest scoring supervisor in training school)
Driver Service Provider-Hastings (6/1992 – 2/2001)
Delivery and pick-up of packages – customer service – volume development
• Hourly employee Safety Committee Co-Chair – Presenter at 3 District Safety Committee Meetings
• Trained as an Hourly Driver Trainer
• Hourly employee Damage Reduction Committee Co-Chair – Presenter at District Damage Reduction Committee Meeting
• Attained “High Bonus” status as most productive Delivery Service Provider in Hastings
• Earned numerous Safe Driving awards
Education
Hastings College – Hastings, Nebraska, 1990
Bachelor of Arts – English Literature (with Distinction)
Bachelor of Arts – Philosophy (with High Distinction)
Art and Eunice Langvardt Scholarship recipient (awarded to Most Outstanding Junior English Major)
Emporia State University – Emporia, Kansas, 1992
Master of Arts – English Literature
Richard Roahen Fellowship recipient (awarded to the Most Outstanding Graduate Student in English Literature)
Selected by peers as Graduate Student Teaching Assistant representative to the Faculty Senate
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