Manager Customer Service
Resume:
Michael R. Thompson
Delaware, OH 43015
abj7ol@r.postjobfree.com
Senior Level Management
Operations/Business Development
Successful business professional qualified by 31 years of visible
management achievements in the transportation industry.
Demonstrated expertise in a wide variety of functional areas to include:
Marketing & Business development
Profit Center Management
Fiscal Operations/Profit & Loss
Quality Process Administration
Human Resources/Labor Relations
Customer Service/Problem-Resolution
Quality Program Implementation
Professional Experience
Vice-President Labor Relations, Eastern Region YRC, Harrisburg, PA
October 2008 - October 2009
Responsible for directing Labor Relations in the Eastern Region consisting
of 12 contract supplements. Accountable for 4 direct reports and 8,500
indirect reports, consisting of contract negotiations, grievance
resolution, grievance committee structure and implementation.
Contractual compliance and implementation
DOT/OSHA compliance
Training and Education
Professional Affiliations
Co-Chairman Eastern Region Joint Area Grievance Committee
Co-Chairman Central Pennsylvania Negotiating Committee
National Grievance Committee
National Health & Safety Committee
Regional Labor Relations Manger, Roadway Express/YRC, Harrisburg, PA
October 2003 - October 2008
Responsible for Labor Relations in Central Pennsylvania, Western
Pennsylvania, and New Jersey-New York supplemental areas. Accountable for
2,500 indirect reports consisting of contract negotiations, grievance
resolution, grievance committees, training and education and DOT/OSHA
compliance
Consolidation Center Manager, Roadway Express, Inc., Columbus, OH
September 1994 - October 2003
Responsible for directing 152 door break-bulk operation servicing 8
satellite terminals in 3 states and generating $102 million annual revenue.
Staff accountability for Relay Manager, 2 Assistant Managers and 475
additional indirect reports.
Significant Achievements include:
Self-directed work teams
R72-242 merger (lean Production Principles)
94 Now Growth Council
IPI Councils
Consistently exceeded financial objectives
1996 Break-bulk of the Year
Terminal Manager of the Year 1995 & 1996
Assistant Terminal Manager, Roadway Express, Inc., Columbus, OH
August 1992 - September 1994
Responsible for cooperatively directing 152 door break-bulk operation
servicing 19 satellite terminals in 4 states and generating $95 million
annual revenue. Staff accountability for 5 Operations Managers, Office
Manager, Properties Manager and Sales Manager with 300 additional indirect
reports. Significant achievements including roll-out of phase II of
quality process resulting in increased employee empowerment and substantial
improvement in key operating areas resulting in goal attainment.
Terminal Manager, Roadway Express, Inc., Louisville, KY
October 1989 - August 1992
Responsible for directing all operational and business development efforts
of 50 door terminal with 40 employees and generating $16 million annual
revenue. Increased revenue 48%; increased profits 95%. Accountable for
original roll-out of quality process involving training of 185 employees.
Designated finalist for Galen Roush Award for quality excellence.
Personally received Circle of Excellence Award for quality excellence for 3
consecutive years.
Terminal Manager, Roadway Express Inc., Newark, OH
December 1988 - October 1989
Responsible for management of 8 door terminal with 9 employees and
generating $3.8 million annual revenue. Increased revenue 46%, increased
profit 28%. Credited with significant improvements in employee relations.
Sales Representative, Roadway Express, Inc., Columbus, OH
June 1981 - December 1988
Responsible for marketing full line of transport services to diversified
commercial accounts. Emphasis in new business development, client needs
analysis, presentation of services, suggestive/strategic selling, customer
service, maximizing existing account potential and problem resolution.
Recognized for producing 47% of total terminal revenue in 5 members Sales
Department. Recipient of numerous performance excellence awards.
Dock Supervisor and Management Trainee, Roadway Express, Inc.,Columbus,OH
March 1978 - June 1981
St. Louis Blues as a member of Columbus Owls Hockey Club
1974 - 1977
Education
Franklin University, Columbus OH Business Curriculum
Weatherhead School of Management, Cleveland, Ohio Breakthrough Leadership
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