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Customer Service Manager

Anaheim, CA, 92804
August 25, 2012

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James M. Penner 714-***-****

**** *. ******* ****, *******, CA 92804

Professional Profile

A brief description of my professional background:

• Proven ability to develop, implement and lead multiple successful customer operations

• Cost effectively direct and control activities with multiple customers ensuring efficient and profitable distribution services

• Demonstrates ability to meet a revenue plan

• Creatively develop operational goals and plans

• Professionally monitor and communicate operations performance against plan

• Successfully monitor margins

• Positively serve as liaison with customers

• Effectively set priorities (Prioritizes successfully)

• Cost effectively coordinates with various functions (departments) to improve efficiency

• Successfully manage a team

Professional Experience

United Parcel Service

Operations Business Manager 2010 to Present


• Number one Operations Manager in Southern California District for seven months

• Effectively manage entire business unit of over 130 employees

• Receives positive feedback from Employee Satisfaction Survey

• High Customer Satisfaction Base


• Analyze and manage employees to raise revenue while reducing costs to increase total profitability

• Coach and guide Safety Training, Human Resources, Loss Prevention, Industrial Engineering and Business Development

• Determine staffing and planning for daily, seasonal and annual coverage

• Daily cost and performance reviews, making adjustments to increase bottom line

• Review adherence to OSHA, DOT and FAA regulations for entire workforce

• Report to Vice President daily on total execution of overall safety compliance, service, performance and growth

United Parcel Service

Driver Dispatch and On-Car Supervisor 2006 to 2010


• Profitably operated a business with $1.5 million in monthly revenue

• Developed, implemented and strategically planned operations to provide the highest quality customer service and execute time commitments

• Developed expertise in multiple dispatch/planning systems to reduce the amount of drivers dispatched by 15% saving $350,000.00 in annual operational costs


• Dispatched operations staff of 120 union drivers, 45 hourly loaders, 5 union clerks and 3 levels of management

• Directed driver delivery optimization, minimizing service failures, mileage and excess employee hours and increasing delivery efficiency.

• Analyzed and managed profit vs. expense per billed delivered package

• Minimized operational cost to maximize profit margin for each package picked up and delivered

United Parcel Service

Lead Operations Supervisor 2002 to 2006


• Number one Operations Supervisor in Pacific Region of UPS

• Managed injury-free driver group for 2.5 years, saving thousands in worker’s compensation costs and additional hiring/training costs


• Managed 40 union drivers, 8 supervisors, 28 part-time employees

• Controlled all operation and administrative functions by planning, organizing, directing and staffing

• Controlled deliver operations for all package facets, including ground, air, international for customs and air regulated goods

• Safety co-chair supervisor, ensuring the center’s adherence to OSHA, DOT and compliance with all State mandatory regulations

United Parcel Service

Part-Time Supervisor 1997 to 2001


• Number one Operation Supervisor in facility

• Scored 100% on air Operation Compliance Audit


• Managed the largest air recovery operation in Western Region

• Ensured compliance with FAA and OSHA regulations

• Regularly audited operation to ensure customer satisfaction

• Controlled and audited employees for adherence to air dangerous goods regulations

• Observe and correct unsafe or at risk behaviors through OSHA regulated forms and employee relations

Oasis Community Church

Youth Director 1999 to 2001


• Earned trust of youth group members

• Increased youth group attendance and participation

• Effectively communicated and involved parents of youth group members


• Accountable for all aspects of youth group activities including: planning, organizing, directing, staffing, leading, teaching, mentoring, budgeting, fundraising and promoting/marketing

• Developed and led weekly lessons/teachings, aimed to build the integrity of youth while emphasizing honesty and trust in real world situations, through mentorship and accountability

• Maintained strong parent communication and community involvement

Sports Authority

Sales Associate 1997 to 1999


• Salesperson of the Quarter

• Learned Sports Authority’s product line


• Sales of sporting equipment and clothing

• Customer service and churn awareness


High School Diploma from Magnolia High School, Anaheim, California

Associates of Arts Degree from Cypress College, Cypress, California

Bachelors of Science in Psychology-concentration in Behavioral Science, California Baptist University, Riverside, California


References are available upon request.

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