A dedicated, goal-oriented manager with extensive professional experience; background reflects achievments in the areas of home delivery management, operations, account management, and customer service.
Proven leadership qualities; able to direct, motivate, and supervise personnel to achieve maximum productivity.
A track record of increasing customer satisfaction and overall productivity through effective staff training.
Versatile and conscientious with strong communication, problem-solving, and decision-making capabilities.
Operations Manager 2007
to 2014 3PD Last Mile Logistics – Cranbury,
NJ 12 West Elm stores 4 Williams-Sonoma stores
P&L responsibility for a $2.5 million budget.
12 fleet truck management
Oversaw operations and logistics support
Financial metrics and tracking
Strategic planning of deliveries
Assistant Director of Operations2006
to 2007 Home Delivery Link, Inc
Hired to recruit and maintain 125 delivery teams for prominent retail companies, Macy's/Bloomingdale's, etc.
Managed 25 delivery teams daily to ensure all delivery functions ran properly.
Created materials for role playing to educate delivery teams on how to effectively use communication skills in customer interaction.
Responsible for overseeing dispatcher and handling all extreme customer service issues.
Conducted daily meetings with Macy's/Bloomingdale's management teams.
Routed 900 to 1000 deliveries daily for Tri-State area.
Director of Operations2006
to 2006 Home Delivery America – Secaucus,
Recruited to manage home delivery operations for a new retail account.
Provided leadership to 15 warehouse and office personnel as well as 22 independent contractors.
Performed all aspects of account management, scheduling, quality control, and logistics.
Home Delivery Manager1998
to 2006 Spirit Delivery & Distribution Services, Inc – New Providence,
Responsible for the day-to-day management of home delivery operations throughout New Jersey, New York, and Connecticut.
Directed delivery operations for major accounts including Circuit City, Best Buy, Levitz's, Ethan Allen, and GE.
Supervised scheduled, and coordinated activities of 20 warehouse employees and 40 independent contractors.
Planned and conducted in-depth training programs in all aspects of customer service and delivery operations.
Communicated extensively with customers to coordinate deliveries and resolve concerns and issues; conducted follow-up surveys to evaluate driver performance and ensure customer satisfaction.
Achieved an exceptionally high employee retention rate by establishing a team oriented work environment.
Maintained strict compliance with all Department of Transportation regulations and guidelines.
Personally investigated in-home damage claims; negotiated settlements with customers.
Dramatically improved contractor performance and motivation by instituting incentive programs.
to 1998 EAB Trucking – Neptune,
Established and managed a home delivery service; recruited, trained, and directed activities of four drivers.
Planned and directed deliveries throughout the Tri-State area for major retail companies
Developed a track record of outstanding customer satisfaction through efficient service, on-time deliveries, attention to quality, and timely response to concerns.
Coordinated the prompt and diplomatic resolution of customer problems and issues.
Store Manager/Purchasing Agent 1990
to 1991 BC Restaurant of Bricktown – Bricktown,
Store Manager 1989
to 1990 Cromwell Liquors – Lyndhurst,
Store Manager 1980
to 1989 Quails – South Plainfield,
Motor Vehicle Operator 1976
to 1979 United States Army
Liberal Arts CoursesBrookdale Community College-
Professional DevelopmentCompleted seminars in customer service and problem-solving.-