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senior manager resume example with 16+ years of experience

Jessica Claire
Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
Home: (555) 432-1000 - Cell: - resumesample@example.com - - -
Summary

Business Engineering * Human Relations * Operations Management


Accountable and results-oriented leader with proven success in managing multi-function operations requiring a high-level of proficiency in change management as related to transportation and Customs brokerage. Strong interpersonal skills, customer service and leadership at all levels of the organization. Recognized for sustained achievements in quality production, process improvements, staff development, team building and cost savings. Familiar with company services, systems, policies, procedures and methodology. Possesses an in-depth understanding of international business practices founded by strong communication skills and sensitivity to diverse cultures. Accomplished mentor, sense of integrity and skilled in strategic business communications, planning and implementation.

Highlights
  • Change management
  • Budget and financial forecasting and planning
  • Change management
  • Cost reduction
  • Labor and volume predictions
  • Work flow and performance standard design
  • Business and organizational performance analysis and improvement
  • Conflict and problem resolution
  • Human relations
  • Team building and coaching
  • Technology integration
Accomplishments
  • Directed two successful reorganizations while continually improving quality and efficiency. Led the station transition into new operating systems, leading the way for division.
  • Migration of all Customer Service processes from FedEx Express division into FedEx Trade Networks resulting in gross improvements including production, quality and service indices.
  • Fostered team loyalty, rebuffed an IBEW union card signing campaign after UPS acquisition.
  • Designed and maintained first intranet site and web reporting application for Express Clearance Operation.
  • Received the regions first Customs Brokers License; motivated and mentored key staff to pursue; twelve station associates passed exam in one year alone.
  • Designed and instituted standardized working aid site to facilitate efficient customer contact while reducing labor hours resulting in $50k annual departmental savings.
Experience
08/2006 to 06/2015
Senior Manager Sp Plus Corporation Lahaina, HI,
  • Responsible for all aspects of a Customs Brokerage Customer Service Center reporting to Memphis, TN providing direction to a 160 employee Express Clearance Operation.
  • Monitor, control and coordinate all operational activities to ensure timeliness and seamless transactions of customs broker operations.
  • Ensure compliance to and enforce company policies, procedures, and practices.
  • Direct and train staff in sound human relations and operational skills, ensuring safety methods and programs are implemented and maintained.
  • Plan, develop, implement and monitor monthly operating plans while establishing goals and objectives to ensure cost effectiveness in all areas of responsibility.
  • Responsible for staff development and career progression and responsible for selecting, training and developing a staff of managers with an annual direct payroll responsibility.
  • Establish and communicate station objectives for all processes ensuring alignment with the vision of both the division and organization. Monitor progress and makes necessary adjustments for optimum performance.
02/2003 to 08/2006
Manager II, Engineering Progress Rail Services Jackson, MS,
  • Managed an Engineering department of five direct reports in support of a Customs Brokerage center reporting to Memphis, TN providing engineering and project planning services for the Express Clearance Operation and Executive Management.
  • Develop and deliver cost effective solutions to continually enhance service and quality in conjunction with executive management.
  • Initiate, participate and implement projects, resulting in savings for FedEx and our customers.
  • Provide support and training to management personnel in such areas as staffing, contingency planning, projecting, productivity and cost effectiveness.
  • Represent operations in divisional and corporate endeavors advising stakeholders of progress and business impact.
  • Engineered a two-year, 100% restructuring of station operations into a Customer Support Center with systems, organization structure, objectives, operational procedures and personnel changes.
  • Improved product delivery from 2.8 to 1.9 days; 32% improvement in customer deliveries.
  • Reduced station staffing 23% with a payroll savings of $1.2M annually and 29% improvement in quality and daily work throughput.
  • Guided one-source production solution, improving employee productivity 35% better than plan.
05/2000 to 02/2003
Manager II, Operations J.B. Hunt Summerville, SC,
  • Managed a three-shift operation responsible for 5 direct and 90 indirect reports with support to Human Resources, Information Systems, Facility, and Training.
  • Establish functional and strategic alliances; write policies and procedures and cross-train personnel.
  • Provide leadership and mentor employees confronted with new company policies and guidelines.
  • Responsible for budget control and representing the station interests during the company's temporary acquisition by UPS.
  • Directed two successful reorganizations while continually improving quality and efficiency.
  • Led the station transition into new operating systems, leading the way for division.
  • Fostered team loyalty, rebuffed an IBEW union card signing campaign after UPS acquisition.
  • Designed and maintained first Internet site and web reporting application for Express Clearance Operation.
  • Received the regions first Brokers License; motivated and mentored key staff to pursue; twelve station associates passed exam in one year alone.
  • Designed and instituted standardized working aid site to facilitate efficient customer contact while reducing labor hours resulting in $50k annual departmental savings.
08/1998 to 05/2000
Station Manager Matheson Trucking Kansas City, MO,
  • Managed geographically dispersed satellite center supporting advance fax, tariff classification, data entry and quality audit for the port of Memphis, TN.
  • Responsible for all aspects of human resources, training, information systems, facility, and P&L management.
  • Direct and control objectives, budget and organizational design to exceed FedEx contract specifications.
  • Manage and motivate 50 personnel ensuring high performance levels.
  • Report monthly operations and financial evaluation of station's results and control measures.
  • Established, executed and managed from station inception through two year operating plan.
  • Developed employee skills and individual growth while performing 40% above plan.
  • Coordinated transition into Dallas Center of Excellence; resulting in 70% staff retention.
Education
Expected in to to
Small Business Certification:
Missouri State University - Springfield, MO
GPA:
Expected in to to
Mini MBA:
Missouri State University - Springfield, MO
GPA:
Expected in to to
Project Management:
Missouri State University - Springfield, MO
GPA:
Expected in to to
Six Sigma:
Missouri State University - Springfield, MO
GPA:
Abilities and Attributes
  • Compliance and Quality Focused
  • Customer and Team Centric
  • Detail Oriented
  • Disciplined and Driven
  • Effective Listener and Tactful Communicator
  • Established Alliances and Relations Across Division and Operating Companies
  • Strength in Analysis and Problem Resolution
  • Focused on Compliance and Quality
Additional Information
  • US Customs Broker License, Port of St. Louis
  • US Customs Broker District Qualifier, Port of St. Louis & Kansas City
  • Five Star Award Recipient

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Resume Overview

School Attended

  • Missouri State University
  • Missouri State University
  • Missouri State University
  • Missouri State University

Job Titles Held:

  • Senior Manager
  • Manager II, Engineering
  • Manager II, Operations
  • Station Manager

Degrees

  • Small Business Certification
  • Mini MBA
  • Project Management
  • Six Sigma

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