, , 100 Montgomery St. 10th Floor(555) 432-1000, resumesample@example.com
Professional Summary
Service-focused Transportation Management professional bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management software with expertise in related roles.
Skills
Project Management
Driving continuous improvement
Building Customer Trust and Loyalty
Effective Customer Communication
Tracking metrics
Staff Management
Customer service
Route planning and coordination
Implementing policies
Customer Retention Strategies
Work History
02/2022 to CurrentSupervisory Terminal Management SpecialistAir Products And Chemicals | , AL,
Provided direct supervision to terminal Motor Vehicle Operators and Bus Attendants
Under direction of Terminal Manager aided in supervision and coordination of staff and aspects of bus operations.
Identified objectives of OSSE by analyzing feedback, observing staff to ensure alignment and implementation of OSSE DOT process and procedures.
Gathered, organized and input information into digital database.
Generated reports detailing findings and recommendations.
Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals.
Conferred with dispatch and PRC to address route coverage, delays, questions, problems and requests for service.
Tracked and reviewed available staff schedules and other statistics to to maximize on-time performance, minimize customer wait times and service disruptions.
Facilitated communications between customers and field personnel to answer questions or resolve concerns.
Coordinated schedules for optimal coverage of daily workload and adjusted quickly to changing demands.
Monitored flow of paperwork and directed information to appropriate departments.
Demonstrated respect, friendliness and willingness to help wherever needed.
Developed and maintained courteous and effective working relationships
Used coordination and planning skills to achieve results according to schedule
Exceeded goals through effective task prioritization and great work ethic
05/2019 to CurrentSite ManagerProfessional Transporation Inc | Georgetown, KY,
Lead daily on-site standup meetings with delivery associates and dispatch team.
Established employee work schedules to properly staff 52 routes daily 7 day rotation.
Interviewed, hired and trained delivery associates and dispatch coordinators.
Attended weekly meetings with Amazon operations management team to discuss safety procedures, compliance issues and vehicle preventative maintenance log.
Built and maintained vendor relationships, serving as main liaison for acquisition of fuel and fleet maintenance.
Oversaw employee attendance record, handled payroll and ordered new materials for sites.
Delegated assignments based on plans, project needs and knowledge of individual team members.
Coordinated site incident/accident investigations, documented issues and escalated to executive teams as needed.
Planned, coordinated and managed operations and field safety audits.
Provided general office administration, correspondence, filing and spreadsheet development.
Increased regulatory compliance by monitoring vehicles to verify operational adherence to operational, state and federal requirements.
Inspected vehicles and requested maintenance tasks be completed within specific timeframes.
Received over 40k in performance bonuses 2020
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Exceeded team goals and collaborated with staff members to implement customer service initiatives.
02/2009 to 05/2019Dispatch Manager/Customer Service ManagerChevron | Carlsbad, NM,
Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages.
Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture.
Recruited, interviewed and selected employees in compliance with hiring practices and minimum standards of qualification and recommended personnel for promotion, demotion or reclassification to meet staffing requirements.
Motivated staff to deliver high-level dispatch support while successfully meeting departmental goals.
Increased regulatory compliance by monitoring vehicles to verify adherence to operational, state and federal requirements.
Completed projects by effectively delegating tasks and overseeing employee performance.
Coordinated safety meetings to educate team members on best practices to mitigate hazard opportunities.
Inspected vehicles and requested maintenance tasks be completed within specific timeframes.
Reduced expenditures by 20% by overseeing equipment acquisition to attain best value and price negotiation.
Organized and coordinated dispatch training programs for new hires and refresher training programs for existing personnel to continuously promote company vision, values and culture
Conferred with customers to address questions, problems and requests for service or equipment to allocate dispatch coverage during peak service times and during employee shortages
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
01/2007 to 11/2008Lead Administrative AssistantUrban Express Transportation | City, STATE,
Restocked supplies and placed purchase orders to maintain adequate stock levels.
Arranged rapid office equipment repair and maintenance with vendors.
Scheduled office meetings and client appointments for staff of 20.
Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
Coached new employees on administrative procedures, company policies and performance standards.
Executed record filing system to improve document organization and management.
Managed up to 50 calls per day
06/1998 to 04/2006Dispatch/Customer Service ManagerCompany Name | City, State,
Introduced higher standards for customer service and increased efficiency by streamlining operations.
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
Collected customer feedback and made process changes to exceed customer satisfaction goals.
Retained accounts by addressing potential cancellations and offering catered solutions to maintain account status.
Monitored customer service operations to assess agent performance and provide feedback.
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Oversaw preventive maintenance and scheduled repairs to maximize vehicle and equipment performance.
Managed labor assignments and equipment allocations and met transportation, operations and production goals.
Reviewed orders, production schedules, shipping or receiving notices and assigned work sequences and material shipping dates and destinations.
Introduced higher standards for customer service and increased efficiency by streamlining operations
Exceeded team goals and collaborated with staff members to implement customer service initiatives
Collected customer feedback and made process changes to exceed customer satisfaction goals
Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
Kept accurate records to document customer service actions and discussions
Addressed potential cancellations and offered catered solutions to retain accounts
Negotiated contracts with outside carriers to minimize costs to company and customers
Education
Expected in | Paralegal StudiesInterboro Institute, New York, NYGPA:
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