Manager Customer Service
Resume:
KEITH L. CARTER
Paradise, Texas ****3
***********@*****.***
MID-LEVEL OPERATIONS Manager
• Mid-Level Operations Manager with demonstrated expertise in:
• Strategic Design & Implementation • Results-Oriented Performance Management
• Business Acumen • Business Relationships/Partnerships
• Talent Management • Project Management
• Results-driven professional: proven ability to initiate and manage programs targeting sales growth within new revenue streams and new/existing national accounts; able to build and maintain professional relationships/partnerships contributing to bottom-line profitability.
• Superior communication and interpersonal skills: effectively relate to all management levels and individuals from diverse backgrounds; able to clearly and concisely disseminate information resulting in outstanding operational and personnel performance.
• Strategic & Tactical Planning • Logistics Management • Business Acumen
• Recruiting, Interviewing, & Hiring • Developing & Facilitating Training Program • Project Planning, Coordination, & Management
• Quality Assurance • Vendor, Contractor, & Customer Relations • Customer Service
PROFESSIONAL EXPERIENCE
BeavEx
Operation Manager August 2010 – April 2012
• Directs and coordinates the operations and activities, involved in transporting finished goods and raw materials over land, typically from manufacturing plants to retail or distribution centers.
• Formulates policies, programs, and procedures for transportation system, including schedules, rates, routes, allocation and assignment of company drivers and vehicles, selection and use of contract drivers, and other company operations.
• Understands the overall plan for the company, and sets specific goals to fit in with the plan.
• Directs staff to achieve company goals.
• Ensures that all company trucks and equipment are properly inspected and maintained.
• Conducts continuous analyses of vehicle and driver assignments and analyzes scheduling for possible consolidation.
O B MACARONI
Transportation Manager January 2010 - August 2010
• Developed logistics-related project plans, evaluations and cost / benefit analyses as well as short-term and long-range supply chain management plans.
• Functioned as consolidator in satisfying total demand and dealt effectively with internal / external customers as well as suppliers
• Led implementation teams; identified process improvement opportunities; benchmarked existing processes, and introduced cost saving improvements.
NAP GLADU
Operation Manager November 2007 – November 2009
• Managed multiple branch, supervising all management personnel in each location
• Responsible for budget planning, P&L, fleet management, account management, customer service, inside sales, as well as a supervisory, training and coaching role over the branch teams
• Identified new geographic areas for business growth working closely with Regional Sales Manager, based on potential for market growth and then coordinated the hiring and implementation of new branch structure in those locations.
• Overcame initial resistance of personnel who had become accustomed to the “status quo”. Successfully established and implemented new strategic vision to focus more on cost reduction and savings; In each successive year, lowered direct costs, year over end as well as increasing maintenance recovery (meter revenue versus total direct cost)
DELL INC.
Logistics Liaison October 2003 - October 2007
• Organizing various kinds of logistics related information and regular follow up with the shipping companies
• Handling problem resolution with customers, service providers and Logistics Centers
• Preparation of all supporting documentation
Materials Manager
• Responsible for inventory control including the facilitation of monthly stock takes, ensuring that errors are accounted for and corrective actions are set in place to prevent it in the future.
• Responsible for the day to day management of a large staff, dealing with all HR issues and resolving any staff conflicts that arise.
• Provided direction to the staff within my team, completing performance assessments, providing constructive feedback and resolving tensions.
• Assisted the Training Manager with the scheduling and implementation of in house training courses.
• Responsible for sourcing and procuring all material required for final assembly line production. Controlled $3.1 million in component parts inventory while maintaining 12 inventories turns annually.
• Assured daily cycle counts were performed
• Coordinated and implemented new product introductions, product transfers, and engineering improvements
Operations Manager
• Managed a team of 25 production associates in the assembly of Dell Desktop computers
• Served as the facility 5S Champion for 2nd Shift, and successfully passed 2 consecutive audits
• Trained new Operations Supervisors on process standards and practices, and administrative duties
• Emphasized a strong focus on the customer experience, quality, safety, and continuous process improvements
• Consistently exceeded production requirements by setting high goals, encouraging teamwork and demonstrating leadership
• Led the production team in best quality, and recognized for the least number of systems needing electro-mechanical repair (EMR)
• Held daily Specialist meetings for all of Operations, and communicated quality issues to contain, prevent, and correct issues
CENTRAL FREIGHT LINES
Operations Manager April 2001 - May 2003
• Planned and monitored daily staffing schedules and adjusted accordingly to ensure adequate staffing levels that support operational demands and business objectives
• Ensure that freight was being moved in safe and timely manner utilizing appropriate equipment and tools.
• Address all employees performance problems promptly and directly in accordance with company personnel polices and procedures
UNITED PARCEL SERVICE July 1983 – August 2000
Operations Manager
Transportation Manager
Center Supervisor
Industrial Engineering
Senior Account Executive
Gateway Manager
Air Ramp/Sort Supervisor
EDUCATION
DeVry Institute of Technology, Dallas, Texas
Bachelor of Science, Computer Information Systems
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