Customer Service Manager

Allan Pick

** ******* *****, *******, *** *X* • Phone: 416- 678-1434 • ****************@*****.***

SUPPLY CHAIN PROFESSIONAL

Results driven and proactive Operations Professional with extensive experience managing up to 225

people, specializing in distribution, transportation and warehousing systems. Skilled communicator, who

works closely with internal and external customers. Strong team player with the proven ability to build

effective teams, take charge and make sound business decisions.

AREAS OF STRENGTHS:

Strategic planning Cold Chain distribution

Transportation and logistics expertise Project Management

Staff management and leadership GMP Certification

Customer service solutions and management WHMIS Certification

Resource planning and scheduling

PROFESSIONAL EXPERIENCE

ROGUE SPECIALTY TRANSPORTATION 2008 - 2012

Transportation and warehousing organization, specializing in health and wellness, next flight out emergency

rushes, same day critical and temperature controlled deliveries.

DIRECTOR OF OPERATIONS

Oversaw all aspects of the operational development function (drivers, dispatch & warehousing) throughout

facilities in Mississauga, Montreal and Edmonton. Collaborates cross functionally with all levels of the

business including customers and suppliers.

Managed staff of 85 consisting of dispatchers, route coordinators, dock managers, operations manager

and driver core of owner operators and company owned fleet. Developed and managed an operational

budget of $13 million. Building a team that was fiscally responsible.

Collaborated with Senior Management to develop and execute a strategic plan that met meet the goals of

the company. Integrated Rogue’s strategies utilizing business expertise to reach financial and

operational objectives.

Created strategies and operational processes to improve transportation efficiencies and reduce carrier

costs. Transformed the fleet from a leased based model to an owner operator model, resulting in a 68%

reduction in asset based costs.

Developed and maintained relationships with all external carriers and vendors, and built service level

requirements into contracts to ensure best quality work. Implemented performance based vendor fees

and incorporated financial incentives and penalty criteria. Increased on-time delivery by 22%.

Implemented a temperature mapped warehouse, temperature mapped reefer trailers and temperature

mapped straight trucks to ensure quality assurance validation.

KENDREW DISTRIBUTION 2004 - 2008

Largest distributor of newspaper products, used by The Toronto Star for the majority of their

transportation/warehousing and inventory needs.

OPERATIONS MANAGER

Responsible for all areas of operations with a team of 6 managers and 750 owner/operators and employees

to ensure all customers were provided with exceptional customer service. Managed the daily delivery of

Allan Pick

33 Conifer Drive, Toronto, M9C 1X3 • Phone: 416- 678-1434 • ****************@*****.***

over 450,000 newspapers throughout the GTA. Oversaw the initial home distribution of green bins to

individual residents, delivering over 2.5 million bins throughout Ontario.

Managed all aspects of warehousing, including inventory, package breakdowns, and route specific

product allocation. Secured an additional 3 year extension to the existing 2 year contract with the Toronto

Star.

Ensured all transportation route assignments had trained and designated drivers to cover the 7 day runs,

using straight trucks, trailers or drop trailers for the specified route assignments. Implemented the first

system to reduce and monitor customer complaints. Result was a reduction of 28% in paper shortages,

lateness of trucks and on-site distribution incidents.

Responsible for home delivery and ensuring all of the 373 routes had permanent, reliable carriers. The

main target was to ensure each carrier minimized the number of daily reported complaints. Directly

involved in securing an additional home delivery area with 78 routes. This contract was awarded to

Kendrew based on their existing exceptional service and the ability to manage in a cost effective

structure.

Managed the insertion of 353,000 inserts. These were produced each Friday and sent out on the nightly

trucks to home delivery carriers throughout the GTA. Implemented an insertion production incentive plan

which reduced labour costs by 23%.

STOCK TRANSPORTATION 2001 - 2004

Student Transportation Company which provided transportation for the Toronto District School Board and

the Toronto Catholic School Board.

Operations Manager

Responsible for day-to-day operations of the customer and routes team, as well as ensuring fleet assignments and

maintenance schedules were in compliance with MTO standards. Managed 265 routes and 285 driving associates,

while ensuring each route was running in accordance with routing program times. Was the primary contact with the

customer to ensure the highest level of service and reliability.

Developed and maintained a zoning plan to ensure each driving associate lived in the corresponding

zone, which reduced the amount of travel time to the first and last pickup, resulting in savings of drivers’

wages and fuel consumption by 9%.

Increased the number of routes assigned to Stock from the previous year. Awarded the best service

provider out of a group of eight other companies.

Improved driver retention levels by 12% by implementing a variety of driver related added benefits,

including a mentoring program which helped new drivers when different challenges arose.

EDUCATION AND TRAINING

St. John Ambulance Standard First Aid

Cold Chain Distribution

Seven Habits of Highly Effective People

GMP Certification

Second City Improv Workshops 1- 6

Project Management

WHMIS Training

University of Toronto

Business Administration

Allan Pick

33 Conifer Drive, Toronto, M9C 1X3 • Phone: 416- 678-1434 • ****************@*****.***

Contact this candidate