B.R. Bohan Email & Phone Number

Houston, Texas, United States

Greater Atlanta Area

Led cargo logistics for 3rd-largest air cargo logistics operation worldwide with 800K+ international and domestic air waybills annually. Led team of 8 managers, 300 employees, and 1 vendor operation of 120 employees. Accountable for handling 1.2M lbs. of cargo daily along with 400K lbs. domestic and international USPS mail in CFS / Bonded Warehouse. Oversaw budget development and control and specialty logistics including pharmaceuticals, high value freight / exotic cars, international perishables, and cold chain operations. Live freight specialist.• Attained record-breaking operational performance for 4 consecutive years, as measured by NFD, C2K origin, transfer, and destination scores.• Transitioned Atlanta operation from manual dispatch system to computer-based system, improving driver efficiency 27%.• Achieved record-breaking USPS volume and on time performance scores in 2 separate years by creating online transfer point for mail connections, removing and replacing outdated equipment, and developing controlled work process flow at warehouse.• Built working relationships with CBP, TSA, USDA, FAA, OSHA, USPS and Fish and Wildlife, enabling quicker processing and handling times for shipments and faster resolutions to issues.• Developed real time product tracking and temperature data information systems, ensuring premium products always remained highly visible to customers and employees.• Created specialized Customer Resolution Team dedicated call center, providing tracking updates and assistance for shipments that have been delayed.

Augusta, Georgia Area

Organized and developed worldwide 24-hour inbound and outbound Contact Center handling 1.3M calls and 120K emails annually. Supervised 5 Managers, 12 Leads, and 225 Employees for Delta, Air France, and KLM. Managed daily operations, Quality Assurance (QA), and HR administration for Baggage Operations Call Center that provided information and customer service recovery to customers worldwide in regards to lost baggage tracking, claims settlement, lost and found, and general information about Delta’s baggage policies.• Reduced average handling time 25% by streamlining and improving call process, focusing on new technology, and striving for better communication.• Improved call handling metrics by developing new management structure and building teams that encouraged competition and increased morale.• Lowered annual maintenance costs 27% by renegotiating contracts with service providers for 25.2K square foot facility.• Increased morale by creating employee involvement teams that worked together in coming up with creative solutions to problems.• Developed proactive calling to customers who have had their bags delayed more than 24 hours, mitigating customer frustration that improved overall traveler service satisfaction.• Eliminated need for customers to wait on hold by being first Call Center at Delta to Initiate Virtual Hold program.• Awarded by OSHA as VPP STAR Work Site for exemplary safety and occupation health.• Enhanced call forecasting by adjusting algorithm to include more information to predict baggage trends.• Created positive atmosphere of teamwork by celebrating accomplishments that focused on corporate objectives and organizational goals.• Established training curriculum specifically for delayed baggage and claims handling, making sure that every caller received knowledgeable and uniform information.

Tampa, Fl, Sarasota, Fl, Fairbanks, Ak, And Cancun, Mexico

Managed 4 stations with union, non-union, and vendor employees along with team of 2 managers, 12 supervisors, and 150 employees and 3 vendor teams of ~30+ employees. Accountable for domestic and international ground handling and regulatory compliance for passengers and aircraft. Managed overall annual budget of $10M.• Created and introduced corporate customer service initiatives “SWAPS”, “Board to the Belt,” and “Carry-On-Time” which successfully reduced delays and improved on-time performance ~30%.• Developed training program to reduce aircraft damages and employee injuries called “From the Ground Up”; this program inspired idea for custom latch that was developed and installed on CRJ modified belt loaders and eliminated damage to CRJ aircraft caused by rails on belt loaders.• Volunteered and worked as “Load Master” during CRAF missions during operation Iraqi Freedom.• Member of ASSIST GO team and responded for Pinnacle Airlines Flight 3701 crash.• Led Tampa operation from worst to first by motivating employees through encouraging employee involvement, improving communication, and promoting teamwork.• Received “A” Station of the Year Award for 3 consecutive years for outperforming all other large “A” stations in the system.• Improved relationships with government agencies - TSA, FAA, OSHA, NTSB, EPA, DOT, and FDA – by setting up regular meetings to ensure operational changes, issues, and concerns were discussed in a proactive environment.

Responsible for the management and supervision of 6 supervisors and 70 employees and the management of air cargo customers, which included Southern Air Transport, American Trans Air, Delta Airlines, Aeroflot and United Parcel Service. Duties included: Customer Service Human Resources Administration  Aircraft Ground Support Management Aircraft Management Operations Vendor Contract Negotiation, Acquisition and Management  Payroll Administration