Customer Service Manager
Resume:
Daryle D Roberts
Raleigh, NC 27612
**************@*****.***
Operations/Logistics Professional with over 15 years of experience in managing all aspects of operations, logistics and transportation. Responsibilities have included QA auditing, account management, delivery, customer support, sales support, staff training, contract negotiation, program development and implementation, departmental P&L, job forecasting, material acquisition and replenishment.
PROFESSIONAL EXPERIENCE:
PRODUCTION MANAGER: FREEMAN Trade Shows / Brisbane, CA. March 2008 to Sept 2009.
Managed the electrical production and installation of Freeman Trade Shows in San Francisco and Bay Area. Worked directly with show management and exhibitors on electrical needs and requirements. Responsibilities included maintaining working relationships with contracted facilities, and preparing electrical estimates and proposals for new facility contracts and business for non Freeman events. Trained staff to use CAD program to layout electrical floor plans. Responsible for production and accuracy of all electrical work, assisted the electrical staff in responding to exhibitor questions and inquires, order entry, and auditing. Negotiated with local vendors and suppliers to obtain discounts for material replenishment. Developed production schedules, scheduled and tracked daily labor requirements, and managed monthly P&L. Coordinated with General Foreman to minimize job costs and maximize productivity. This included obtaining permits, reports, lists and other documentation applicable to facilities or shows.
SERVICE MANAGER: ANGELICA TEXTILES / Durham, NC Jan 2006 to Feb 2008.
Service Manager for a 24-hour textile delivery operation. Managed a team of Route Service Representatives (Route Drivers) who provide the pick-up and delivery of general hospital and specialized surgical linen. Responsible for hiring, training and developing RSR’s, as well as managing the overall performance of the team. Provided leadership for the team, resolved customer service issues, managed route delivery, and coordinated logistics planning including ensuring RSR’s DOT and Haz-Mat certifications and profiles were in compliance. Responsible for daily monitoring and management of customer inventory and usage to ensure proper levels are maintained. Managed customer relationships that included weekly communication with customer base about quality, service, and new products. Assisted sales with delivery, inventory management, and customer service presentations.
DHL /AIRBORNE EXPRESS: November 1995 – December 2005
STATION SERVICES MANAGER : DHL / Raleigh, NC Oct 2002 to Dec 2005
Promoted to position to manage the day to day operations for Northern Raleigh and surrounding suburbs regions. Directly accountable for delivery service, customer relations, quality control, cost control and productivity. Operations representative for 5-10 sales calls to clients per month. Managed 4 customer service agents, 3 supervisors and over 50 drivers.
Performed budget and cost analysis for entire station. Reported to District and Regional Managers on weekly delivery service percentages. Accountability included but not limited to safety, employee hiring and training, evaluations.
Worked closely with sales team to maintain and grow business. Assisted in negotiations with Independent Contractors rates and services for all delivery functions.
QA AUDITOR: Airborne Express. Nov 1995 - Sept 2002
Promoted to position to manage the QA auditing work for 15 operations locations in 4 states. Worked directly with FAA, DOT and Haz-Mat Auditors to ensure compliance with Hazardous Materials Handling and transport.
Increased Regional Audit Score +12% from 82.3 % to 94.4 %.Helped Develop “Operational Excellence Program” to increase QA standards. Responsible for Obtained and maintained highest regional score of 97.4%.
Operations Supervisor: Airborne Express. Nov 1995 - Sept 2002
After starting with Airborne Express in Customer Support, I was promoted to position of Operations Supervisor reporting to District and Regional Managers on daily operations statistics and to monitor several National Accounts.
Managed the training of 6 agents and 60+ drivers. Scheduled daily flights and truck line hauls. Held daily production meetings with Independent Contractors.
LEAD RECRUITER /VISTECH / Fairfax, VA Jan 1993 - May 1995
Lead Recruiter for placement of IT professionals. Managed 7 sales staff and 2 Office assistants.
Lead the company in placements in 1994. Successfully negotiated placement contracts with MCI, Sprint, Intel, AOL and Oracle.
EDUCATION
Northern Virginia Community College Associate Degree: Communications: May 1992
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