• Oversees 19 drivers delivering daily routes in Northeast Florida and Southeast Georgia market for home deliveries as well as commercial • Manages 57 operational personnel including exempt and non-exempt team members along with independent contractors• Daily management of all activities including invoicing, merchandise returns, Key Performance Indicators (KPIs), Transportation Standard Operating Procedures (SOPs) and scheduling of commercial and residential deliveries throughout the area.• Implements strategy and new processes for operations in line with customer demand• Direct involvement in P&L management.• Involved and provide daily/weekly performance meetings to operations teams.• Direct, lead and manage the corporate policies, processes, programs and operational resources dedicated to the business.

• Responsible for the management of a call center environment with a team of 22 customer service representatives handling deliveries in 14 states• Responsible for hiring and maintaining staff within business unit while adhering to budgetary guidelines• Deliver quality customer service through teamwork, interpersonal skills and conflict resolution• Responsible for meeting with Senior Management on a monthly basis to review service failures and to identify operational enhancements for improvements

• Accomplishes customer service human resource objectives by recruiting, selecting, orienting, training, assigning, scheduling, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. • Achieves customer service objectives by contributing customer service information and recommendations; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying/implementing change. • Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys • Improves customer service quality results by studying, evaluating, and re-designing processes; monitoring and analyzing results; implementing changes. • Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations

Provide administrative support for senior management team

Held positions of increased responsibility for this leading global transportation provider with major clients through out the world.Senior National Accounts Administrative Assistant (1988 – 1998)Top-notch assistant with 10 ½ years of customer experience managing business relations and special projects at the senior management level. • Provided executive level administrative support to high level executives from various companies with revenue in excess of $75 million dollars • Provided document management support to include corporate presentations, organizational charts, quarterly goals charts, logistics sales analysis, financial spreadsheets, merged mailings• Primary point of contact for and liaison between management, drivers, sales teams, clients and vendors to solve all aspects of customer issues• Collaborated with departmental managers to maintain the highest level of customer satisfaction• Maintained excellent written and oral communication skills• Provided problem resolution abilities while maintaining a high level of confidentiality.