Customer Service Training
Resume:
Jacky LaRocque
Calgary, AB
fg02vh@r.postjobfree.com
SUMMARY OF QUALIFICATIONS
• More than 15 years management experience in diverse logistics and transportation industry, with a proven record of quality service, training and integrity.
• Detail Orientated, able to identify and implement policies and procedures to increase efficiency, safety and terminal costs.
• An energetic team leader, able to communicate effectively with divers groups of people. To work collectively to resolve problems and to motivate people to achieve personal and organizational objectives.
• Strong Interpersonal and communication skills excelling at meeting deadlines and working with a diverse group of people.
• Flexible and able to adapt to change and changing circumstances
• Numerous safety courses and training –Including Auditing in a technical Environment, Accident Recovery, TDG Trainer, WHMIS Trainer, First Aid Emergency Responder and Transportation of Explosives. Internal auditor Recognition as well as Accident/Incident Investigation.
PROFESSIONAL EXPERIENCE
2008 – Present Shell Canada Services Ltd
Global Transport Advisor
• Responsible for preparation and negotiation of broad range of high value contracts i.e. NA Rail Class 1 Rail Road Carrier contracts >$55M, Road Contracts>15M, Rail Tank Car Leases >5M
• Prepare scope of work for bid documents – RFI’s, RFQ’s and RFP’s
• Develop and Implement Contract and Supply Chain Strategy and Execution Plans
• Developing programs, policies and standards for storage, road and rail transport to improve productivity, safety and efficiency of the transportation infrastructure at a global level
• Prime business focal for setting strategies and negotiating transport and logistics contracts. Key controller of transport contract operating standards and commercial terms and conditions.
• Provide hands on assistance and training in implementing and maintaining compliance to numerous Shell regulatory transportation standards.
• Responsible for all key activities post award – correspondence, change management, performance measures etc.
• Emerging issues focal point for all transport related issues.
• Prime focal point on transport issue related to business development projects.
• Development of reporting transport KPIs and scorecard for the department.
• Provision of transport related internal and external benchmarking.
• Transport economic analysis related to major project initiatives.
• S&O representative on cross-functional, enterprise first, business opportunities related to transportation.
• Influences costs through establishing operating practices and commercial terms
• Achieving alignment in global transport operations on performance measurement.
• Setting standards of operation and commercial terms in a global environment
2005 – 2008 Shell Chemicals Americas Inc.
Chemical Fleet Operations
• Responsible for performance of Shell’s Chemical rail fleet in North America
• Manage daily operations for fleet of approximately 5,500 rail cars with back up responsibilities for an additional 2,500 cars
• Provide resolution to problems with rail cars in transit by engaging service providers and escalating as necessary
• Provide rail logistics support to over 20 shipping points (plants, terminals and co producers)
• Rail logistics support for internal customer service, customers, supply managers, logistic planners, commercial traffic reps and logistic service providers
• Host Business Improvement meetings and annual evaluations of rail carriers
• Coordinate pre positioning and return of rail cars for plant turnarounds
• Provide operating support for fleet utilization issues including changes in fleet sizing, lease renewal, car acquisitions, car releases and providing accurate car counts for cost allocations
• Provide logistics orientation for all new hires in customer service
• Rail Maintenance for Canadian Fleets and back up for US fleets
• Determine shop dispo and maintenance requirements and send cars to shop
• Respond to emergency issues/incidents in transportation and escalate as necessary
1999-2004 RBS Bulk Systems Inc
Operations Manager
• Manage road safety standards and compliance with applicable laws
• Ensure equipment and driver compliance providing training or changes when and where necessary
• Internal Audit of policies, procedures and standards
• Challenge and support business and safety programs
• Establish relationships with provincial, state and government authorities or industry groups where warranted
• Negotiate rates and service levels, utilizing outside carriers when cost comparisons warranted.
• HSE Audit of new customer and loading sites as well as yearly follow audits of locations to ensure safety and training standards adhered to
• Manage and continual training of a 45 member operations team.
• Accident Investigation and Recovery and all mandatory reporting to official government bodies
• Facilitated monthly drivers meetings, quarterly OH&S meetings to share new information, review incidents and look for safety improvements
• Coach and train office staff on operational challenges, ever changing legislation and day-to-day customer service levels
• Monitor and track all equipment movements and ensure effective equipment utilization. Negotiate and implement cost effective transportation needs without compromising safety or customer service levels
• Recruiting, ensure quality staff hired and trained in all aspects of the business. Re-evaluations – monthly, quarterly and yearly.
PROFESSIONAL DEVELOPMENT
Shell University
• Auditing in a Technical Environment
The Sulphur Institute
• Chairperson for Environmental, Health and Safety Working Group
• Working member of Transportation Working Group
• Working Member of H2S Coalition Working Group
• Working Member of Regulations Working Group
Dale Carnegie Training Center
• Leadership for Managers
• Dale Carnegie Course
C.I.T.T
• Logistics Management Designation <currently>
University of Calgary
• Numerous Management Seminars
Lethbridge College
• Law Enforcement/Criminal Justice Diploma
Alberta Transportation
• Internal Auditor Program
• Incident/Accident Investigation and Recovery
Union Tank Car
• Rail Car Seminar
• Rail Car Coatings Seminar
Livingston International
• Various Livingston Customs Seminars
AWARDS AND ACHIEVEMENTS
• Certified for Hazmat transportation (49CFR)
• TDG Certification (Transport of Dangerous Goods – Canada)
• Chemicals Recognition Award for land logistics and rail support during hurricanes of 2006
• Numerous Globe & Star Awards - support provided Product Business Group’s during critical time
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