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..
• 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performance scores in 2 separate years by creating online transfer point for mail connections, removing and replacing outdated equipment, and developing controlled work.
• 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.

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.
• 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.

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.
• 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.
• 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.

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.