Customer Service Manager

SUMMARY

Professional business executive with over 12 years experience in business development, strategic planning, transportation, warehouse management and personnel administration. Diverse background includes responsibility for operations, sales and marketing, customer service, and finance.

PROFESSIONAL EXPERIENCE

1999 – Present THE ADAMS GROUP OF COMPANIES

Adams Moving & Storage, LLC / Advantage Relocation Systems / Adams Investments, Inc.

PRESIDENT

• Responsible for the start-up and growth of the companies into an $8.5 mm gross operation

• Leased and up-fitted facility to become a Government approved storage facility in 23 days, 37 days ahead of projection

• Expanded facility with new construction and purchase of existing facility to 27,000 sq. from a 12,000 sq. lease

• Was qualified and awarded NTS contract

• Sold operation in Columbia with lease back of facilities to fund expansion into nationwide carrier operation

• Became a Freight forwarder and approved for International Government business

• Grow a network of 235 agents in 16 countries.

1997 – 1999 ALLSTATES MOVING SERVICES, INCORPORATED

Privately held agent for NATIONAL VAN LINES with bookings in excess of $500,000

GENERAL MANAGER

• Responsible for the direction of Sales, Operations and Administration with full budgetary responsibility

• Negotiated Contracts for Materials, Supplies and Services reducing costs by 17%

• Developed a Sales program to increase Van Line bookings by 156%

• Increased hauling capability with the Van line and implemented short haul/self-haul program

• Developed strategic plan for 300% growth within 24 months

1996 – 1997 BUILDERS TRANSPORT, INCORPORATED

1986 – 1991 Publicly traded truckload carrier with 2800 trucks and $280 mm in sales

NORTHEAST REGIONAL CUSTOMER SERVICE

• Responsible for handling 100-120 loads weekly of high value/ JIT freight for MICHELIN with a fleet of 15 regional tractors.

DRIVER MANAGER

• Managed 35+ drivers productivity via Qualcomm tracking and innovative automated dispatch software.

• Controlled and approved OTR purchases/advances, and truck assignments.

• Responsible for driver development and performance counseling.

• Suggested and participated in a quality team to improve communication, team work and asset utilization

FLEET MANAGER

• Managed fleet of 45 including OTR purchases, dispatch, OS&D reporting and bill processing

• Established driver advance procedures reducing weekly carry-overs by 50%

• Reduced length of dispatch from 18 to 10 days while increasing utilization 5%

• Improved driver turnover by 35 % and maintained 110 % manning objective

BACKHAUL CONTROLLER

• Responsible for negotiation, booking and assigning of freight for fleet of 156 refer units

• Increased backhaul rates by 21% and cut deadhead in half

• Improved traffic lanes returning equipment to primary service (linehaul) area

• Implemented trailer tracking and utilization program locating 23 missing trailers and improving utilization of assigned equipment at drop site locations

• Improved driver retention through driver & dispatcher empowerment program

DISPATCHER

• Dispatch 30-40 drivers with assigned loads, update computer dispatch system

• Improved communication of load assignments reducing pick-up/deliver failures

• Improved compliance to fueling policies and dot compliance with hours of service

• Improved driver morale and productivity by acting as a driver advocate

1993 – 1996 FORTUNE PERSONNEL CONSULTANTS

National recruiting firm with $2.2 mm in annual sales

EXECUTIVE RECRUITER

Develop marketing strategy for placement of distribution executives

• Start-up of distribution recruiting field developing network of 700 candidates

• Developed corporate accounts adding $100,000 in new business annually

• Developed lead network adding nearly $50,000 in business for first 4 months of 1995

1992 – 1993 WINGS AND ALE RESTAURANT, INC.

Privately held business in a 10,000 sq.ft; Restaurant with over $1 mm in sales

ASSISTANT MANAGER

• Responsible for hiring and scheduling staff of 25, controlling $10-15,000 in cash per shift

• Improved accuracy and validity of pay outs saving over $1000.00 per month

• Improved ATTENDANCE AND “SIDE DUTY” PERFORMANCE OF WAIT STAFF

1991 – 1992 NILSON VAN AND STORAGE/ MAYFLOWER

Privately held household mover with 11 offices and $8 mm in sales

DISTRICT MANAGER

• Managed 45,000 sq. Ft facility with $250,000 budget and 4 direct and 15 indirect reports

• Developed warehouse locator system improving billing and handling accuracy

• Improved customer service and OS&D claims ratio

• Implemented “JIT” packing material purchasing reducing annual expense by 16%

EDUCATION

University of Maryland - Business Administration 1981

Montgomery College - Computer Science 1980

TRAINING AND CERTIFICATIONS

SC International Trade Association

HM181 Training and Compliance

Regulatory Affairs (EPA, OSHA, FMCSA, FDA, DOT)

Licensed Commercial Driver (CDL) and Trainer

TWIC Card Issued By U.S. Department Of Homeland Security

South Carolina Weigh Master’s License and Notary Public

Computer Skill Include Basic Network, Various Software Applications

PERSONAL

Married, No Children, Excellent Health, Open To Relocation And Travel

References Available On Request

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