In my many roles in management, I have gained very valuable on the job experience combined with specific training programs and self-directed college courses. I have effectively incorporated my skills to enhance the overall performance for my employer in many areas and realize self-accomplishment. I believe that management is a process of coordinating the work activities of others to effectively and efficiently attain the goals of the company. I demonstrate the skills that I have learned to plan, organize, lead, and control service center operations on a daily basis.
Certified Customs Specialist
Dimensions of Leadership
FedEx Quality Driven Management (QDM) coach
7 Habits of Highly Effective People
FedEx PEAK performance planning
U.S. Customs & Border Protection customs compliance training
Competency Based Development
Competency Based Selection
Train the Trainer
Hazardous Materials processing
KPI / TSM service and financial performance monitoring
Numerous other job training programs
Ensure that service levels are met or exceeded, follow the FedEx PSP philosophy that our people are first priority; in turn, service will be outstanding for the customer, and profits will be realized
Effectively maintained duties as lead courier while attending college full-time. Graduated with honors in two AA programs and a diploma
Graduated with honors
Honored on Deans list for G.P.A. of over 3.5
Honored on Deans list for G.P.A. over 3.5
Customer Support Manager November 2006 to CurrentFedEx Trade Networks － Springfield, Mo
Ensure that all employees are trained and using informed compliance to submit entry to U.S. Customs for international imports arriving at the port of Memphis.
Support a staff of 20 to 40 customer service coordinators with an additional 3 to 6 team leads in any way possible to ensure they succeed on delivering the Purple Promise to our internal and external customers.
Balance estimated workloads with staffing and productivity capacity.
Ensure that service levels are met or exceeded, follow the FedEx PSP philosophy that our people are first priority; in turn, service will be outstanding for the customer, and profits will be realized.
Develop high potential supervisors for increased responsibility and career progression.
Selection and interviewing for potential new hires.
Coaching and development of employees. Accomplishments:
Successfully lead a newly formed team through a changing work environment that resulted in increased customs clearance potential.
Aligned hiring practices to promote the company vision statement and recruit employees with a better job fit.
Organized various charity and employee appreciation events with-in the Springfield facility.
Implemented a peer to peer recognition system to improve morale.
Lead Courier September 2004 to June 2006DHL Express － Des Moines Springfield, Ia Mo
Train and coach Independent Contractor management on DHL methods. New hire, regulatory compliance, quarterly and annual training as well as check ride procedures.
Monitor Independent Contractor performance, complete KPI and TSM reports along with other required productivity tools.
Ensure that service levels were met or exceeded; enact corrective action measures and breach of contract termination if needed.
Proactively research and comply with TSA, FAA, DOT and all other regulatory agencies requirements for the service center. Accomplishments:
Effectively maintained and increased service levels. Lead the service center to the highest goal attainment percentages in the region and nation; best ranking was 5th in the nation.
Volunteered for emergency problem resolution teams that were formed to find root causes of nationwide service failures caused by new sort hubs - Resolved major training and IT issues at the new Kansas City and Willmington hubs.
Volunteered for emergency problem resolution teams that were formed to counteract work stoppages by Indepenent Contractors and take over operations as needed - Restored stable operations in Omaha and Cedar Rapids in separate instances. Responsibilities:
Responsible for all aspects of Des Moines and Cedar Rapids, Ia. operations service centers; this includes responsibility for monthly revenues of 400k, service commitments for over two thirds of the state of Iowa, and development of staff including management.
Develop relationships with delivery contractors and other vendors to reduce operating costs enhance service to customers and DHL.
Ensure service requirements are met or exceeded in any situation using planning/organizing and adaptability.
Reduce costs through employee productivity and safety (training, coaching, and development).
Provide customers with updated information and keep lines of communication open and mutually beneficial.
Comply with all Fedral, State, local, and DHL regulations for DOT/FAA. Achievements:
Successfully guided the DSM Consol to overall goal achievement after an extended absence of previous management. Increased service levels to exceed TPR/AVD commitments, reduced targeted costs to under plan with PPI initiatives, and made significant improvements to the service centers DQI elements.
Increased the revenue of the DSM Consol by actively contacting National Account customers to resolve service issues and increased productivity from couriers/management.
Coached employees, supervisor, and manager to increased productivity through Dimensions of Leadership techniques.
Negotiated contracts with new vendors including two delivery contractors to reduce overall costs and improve service performance.
Planned the conversion of a service area, implemented the steps necessary for approval while using a DHL courier to operate the route at an immediate cost savings and service upgrade of many areas.
Allocated time to the development of staff (supervisor, lead courier, and manager) by delegation, follow-up, and Competency Based Development.
Initiated changes to the DSM Consol operations that creatively enhanced service, employee satisfaction, and reduced costs. Implemented plans to stagger start times to coincide with airport operations and sort functions.
Effectively reorganized and retrained staff to implement new DHL Terra handling requirements.
Effectively lead the first DHL service centers to integrate with Airborne, maintaining service levels while training contractors and dockworkers on DHL procedures. Responsibilities:
Manage all aspects of Springfield Mo. service center including financial goals, service commitments, and development of staff. Responsible for properly controlling 125k of monthly revenue.
Work through the sales department to increase customer base.
Reduce operating costs through negotiating contracts with outside vendors to reduce costs and increase service.
Ensure DHL is in compliance with Federal, State, local and DHL regulations regarding FAA/DOT
Recruit, hire, train, and coach employees to effectively complete assigned duties.
Comply with Fleet safety issues and maintenance. Achievements:
Negotiated four separate contracts with outside delivery companies with-in one month of my transfer to SGF. The result was improved service, reduced operating costs toDHL through the transfer of some hourly work to the vendor, and flexibility in service areas.
The only operations manager granted exclusive permission by the Regional Sales Director of region 5 to actively pursue, negotiate, and close business for the sales department. Worked with Global Accounts and numerous smaller accounts to add approx. 50 new accounts. With my direction, SGF became one of the only service centers in the nation to have more outbound shipments than inbound at the time.
Effectively lead the SGF operations back to goal obtainment of service center contribution, productivity, and service levels after extended absence of previous management.
Converted three areas of the SGF extended service territory to DHL personnel, saving approx. $200 dollars a day while improving service. Responsibilities:
Hire, train, and coach couriers on DHL methods. Annual and quarterly training as well as check ride procedures.
Monitor and complete TSM reports along with other required productivity tools.
Ensure that service levels were met or exceeded, covering routes as needed. Accomplishments: Effectively maintained duties as lead courier while attending college full-time. Graduated with honors in two AA programs and a diploma.
Bachelor of Business Administration : Business AdministrationWilliam Penn University － West Des Moines, Ia, USOct 2003 - Nov. 2006 William Penn University West Des Moines, Ia. Bachelor of Business Administration program, relocated before finishing program with 6 credit hours remaining for B.B.A.
DiplomaAnkeny, Ia, USMay 1993 - May 1995 D.M.A.C.C. Ankeny, Ia. Architectural Drafting Diploma Honored on Presidents list for G.P.A. at 4.0 Graduated with honors
Associates of ScienceAnkeny, Ia, USMay 1993 - May 1995 D.M.A.C.C. Ankeny, Ia. Associates of Science Honored on Deans list for G.P.A. of over 3.5 Graduated with honors
Associates of General Studies : General StudiesAnkeny, Ia, USMay 1993 - May 1995 D.M.A.C.C. Ankeny, Ia. Associates of General Studies Honored on Deans list for G.P.A. over 3.5 Graduated with honors
Certified Customs Specialist
Coaching, Dot, Faa, Operations, Service Center, Customer Service, Customer Support, Fedex, Interviewing, Leads, New Hires, Receptionist, Retail Sales, Staffing, Contracts, Training, Accounts And, Accounts To, Increase, Maintenance, New Accounts, Operations Manager, Regional Sales, Sales, Sales Department, Sales Director, Territory, The Sales, Tsm, Credit, Finishing, Architectural Drafting, Auto Cad, Drafting, Corrective Action, Problem Resolution, Regulatory Compliance, Dsm, Exceed, National Account, Satisfaction, Access, Architecture, Basis, Excel, Hazardous Materials, Microsoft Office, Ms Office, Self-directed, Training Programs, Word