William Hearn Email and Phone Number

-Plans, organizes, staffs, directs and controls specific day-to-day operations within the station or hub -Responsible for assigning and managing employees to ensure the safe and efficient sortation of packages through the facility, minimizing operational cost and maximizing operational quality, including the movement, tracking and administration of trailers (in conjunction with the linehaul department as applicable) -Analyzes operational performance through direct observation, interpretation of reports and collaboration with others. -Determines opportunities for improvement of key metrics and executes action plans to achieve results

Managed multiple teams of CSR's who had both national and regional customer assignments.

• Determine balance, capacity, and demand of loads and trucks.• Assign loads to trucks, following the company’s policy on planning requirements.• Communicate with Terminal and Driver managers regarding Driver needs• Work with Planning Directors, if applicable, on customer trailer issues, including detention monitoring.• Work closely with Planners in other terminals and/or divisions to coordinate truck, driver, and customer needs.• Communicate daily with Logistics and Intermodal departments on loads and equipment availability• Work directly with Sales Managers on customer needs and requirements• Monitor service failures with the CSR group

• Manage and solicit business from a specific or assigned number of customers by using daily available capacity.• Serve as an extension of The Sales Department to expand business revenue by exploring all opportunities with the Customers I service.• Commit to and receive detailed customer load information by telephone, fax or electronic tendering, and input all load information into the system accurately to ensure system integrity. • Possess the professional skills necessary to interact with Customers on a corporate level including making on-site visits whenever necessary.• Serve as Customer’s first line of communication and refer them to the proper department’s if/when necessary.• Use exemplary telephone skills to present a quality-oriented image where the Customer is treated in a consistent, efficient, and courteous manner, so that they are always left with an impression of excellence.• Responsible for monitoring and tracking of loads to ensure that late pick-ups and/or deliveries; as well as any other changes that may occur, can be communicated to Customers in a proactive manner.• Create monthly reports regarding service levels for customers as well as participate on any service-oriented conference calls.• Responsible for managing service issues by researching and coding all applicable service failures in the system to support accurate service reporting.• Anticipate and facilitate problem resolution on all load issues to ensure total Customer satisfaction.• Assist in collecting and maintaining current Customer information in our database.• Communicate service problems, turned down freight, and new business opportunities to our Sales Representatives.• Assist in training opportunities of newer employees as directed by Management.• Communicate effectively and professionally with Customers, Operational Personnel, Drivers and Management of all levels.• Maintain a working knowledge of ISO Quality standards and procedures.

• Manage entire Memphis Region(1600 trucks and drivers) during off-hours• Supervise a staff of 12–14 Safety/Service Leaders who each managed 150-250 drivers.• Serve as corporate trainer of ISO policies and procedures.• Responsible for the training of all new hires• Served as liaison relaying information from national and region management conference calls to ensure all personnel are in alignment with corporate goals.• Served on team responsible for ensuring a smooth transition when M.S. Carriers and Swift merged.

Inspected freight going to Mexico to ensure that each piece contained the proper documentation to meet US Customs’ requirements.