With over 10 years experience in logistics, warehousing, freight forwarding and supply chain management I posses the necessary skills and knowledge to contribute immediately in a fast-paced, customer focused environment. I have become familiar with several different types of transportation and logistics software, documentation requirements and am completely competent in all aspects of the shipping and logistics industry. I will be able to contribute to an organization immediately with very little training or supervision.
I'm looking forward to continuing my career in logistics with an organization geared towards strong growth.
After exhibiting a high level of proficiency as manager of customer service I was promoted within the organization to an Account Manager where I was responsible for providing service to new and existing accounts and had direct impact on revenue generation.
My primary objective in this role was to provide customer service at a level that would drive order volume across all accounts that I managed, in a positive direction consistently and quickly through accurate and competent logistics management and just as importantly; through timely and effective communication. I achieved this goal each week, each month and each year of my employment and the result was growth of my new accounts by 60% in my second year, and just over 60% in my third year and growth of my existing accounts by 20 and 26% over my second and third year respectively.
In this position I was responsible for several large accounts and the daily maintenance of, and communication with those accounts.
Reviewed new orders on a daily basis using proprietary software and created bills of lading, scheduled pickups, tracked shipments and made all necessary communication regarding those shipments.
Managed large projects for individual accounts from planning consolidation and distribution to execution of delivery to the end user.This included an account consisting of as many as 65 deliveries per day in different locations around the country. Deliveries could be time specific which required a high level of logistical management.
Trained contracted delivery agents around the country on the requirements of deliveries for new accounts.
Managed inbound customer service call center consisting of 15-20 employees.
Created scheduling, managed hiring, disciplinary action and firing of employees as needed.
Created and implemented new call script for inbound call center and made adjustments as necessary.
Managed customer service escalations related to shipment damages, tracking and tracing, lost freight and new orders at a volume of approximately 500-600 calls per day, department-wide.
Created, managed, regularly updated and implemented training materials and meetings for customer service department.
Tracked call metrics using proprietary call monitoring software in an effort to reduce call time and increase efficiency and number of incidents resolved.
Reviewed new customer orders and requests and manually entered data into a centralized database.
Conducted qualitative and quantitative analysis of logistics operations using simulation models and other tools.
Oversaw scheduling for the day-to-day activities of 10-12 transportation employees.
Manually created shipments, assigned carriers and dispatched shipments
Managed client-related quality and service issues.
Communicated all emergencies, delays due to weather and carrier schedule changes to customers and supply chain vendors
Resolved problems for customers, warehouses and carriers.
Coordinated returns between origin and interim transportation departments.
Produced bills of lading and updated shipment status information.
Monitored shipments to guarantee on-time delivery.
Completed all necessary customs documents and other paperwork for International Ocean, Air and LTL transportation.
Oversaw the organizing and product storage in warehouse areas.
Worked directly with the President of the company on strategic, long range sales growth.
Built partnerships with LTL, FTL and Ocean 3PL organizations to maximize efficiency and reduce cost.
Prepared invoices for all customers in the logistics department at the end of every month.
Upon being promoted to Regional Sales Manager I was responsible for 6 stores in the Northern Virginia area with a combined annual revenue exceeding $1.5 million.
Managed sales goals for 6 regional stores and exceeded goals over 90% of the time for all stores combined.
Managed personnel levels for 6 regional stores including hiring, training, disciplinary action and firing of store managers as needed.
Managed supply chain for all 6 regional stores in conjunction with store managers to ensure fulfillment was satisfactory each month.
Managed store promotions and promotional set-ups and tear-downs for each store in my region on a weekly basis.
Worked with transportation vendors to consolidate shipments from distribution centers in my region to cut transportation costs.
Managed day to day operations for a high volume, high traffic retail store specializing in fitness nutrition and supplements. Operations included inventory management, display arrangement, cash management, customer interaction, personnel scheduling, interviewing, hiring, disciplinary action and firing. Personnel included 10-15 employees at any given point.
Managed supply chain for a retail store doing approximately $3500 in sales per day. Scheduled shipments of products from distribution center to replenish store. Managed inventory on a daily, weekly and monthly basis.
Exceeded sales goals each month for my entire tenure as store manager for individual product marks as well as comprehensive store sales goals.
EMTII/Paramedic course of study in conjunction with practical training through Springfield Volunteer Fire Dept.
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