Customer Service Driver Manager
Resume:
Robert Jimerson
Driver Manager
Ashland, VA *****
*******@*****.***
Transportation Operations/Sales & Key Account Management 1. Over 18 years of diversified experience in account and territory management and transportation operations where commitment to customer service and retention have resulted in strong and sustainable revenue and profit. Excel in developing in building strong customer relationships and realigning business practices and processes to improve efficiency and effectiveness of staff and operations. Equally effective in executing closing large deals without leaving money on the table, rolling out extensive marketing & promotion campaigns.
Authorized to work in the US for any employer
Work Experience
Driver Manager II
National Truckload Carrier-Richmond, VA
November 2020 to Present
PRIMARY PURPOSE
Lead a fleet of 35 drivers and manage driver availability to maximize productivity of their fleet. Routinely review P/L for assigned area and find ways to maximize profitability. ESSENTIAL FUNCTIONS
Develop high performing drivers through daily interactions, coaching and positive reinforcement. Meet drive home time expectations by actively managing expectations and keeping commitments. Maximize P/L for all assigned tractors and trailers. Collaborate with Planner(s) and assign drivers to lanes that best serve both the company and the driver. Ensure all drivers are treated with respect and equitably distribute work (desired lanes/least desired lanes).
Build and nurture long-lasting relationships with drivers. Proactively manage safety performance to achieve insurance and claims cost as a percentage of revenue targets.
Ensure payroll accuracy for assigned drivers.
Perform driver reviews according to scheduled specified by Driver Retention. Proactively work to assist others in achieving the organization's objectives. Dispatcher Driver Manager
DDI Transportation-Richmond, VA
May 2018 to November 2020
1. Responsible for the daily dispatch of 23 regional drivers. Including the management of hours of service and other DOT regulations. Managing
Com data transactions as needed. Ensuring the timely pick up and delivery of all loads dispatched to include all computer work in TMW.
Service Advisor
Nissan of Richmond
February 2017 to May 2018
Ascertains automotive problems and services by listening to customer's description of symptoms; clarifying description of problems; conducting inspections; taking test drives; checking vehicle maintenance records; examining service schedules. Verifies warranty and service contract coverage by examining records and papers; explaining provisions and exclusions. Develops estimates by costing materials, supplies, and labor; calculating customer's payment, including deductibles. Prepares repair orders (RO) by describing symptoms, problems, and causes discovered, as well as repairs and services required; obtaining approval signatures; entering RO into service database system. Maintains customer rapport by explaining estimates and expected return of vehicle; obtaining customer's approval of estimates; obtaining and providing contact telephone numbers; answering questions and concerns; arranging towing and temporary transportation.
Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Supply Chain Services Pricing Analyst
Independent Container Line
July 2011 to April 2016
Monitor the SCS rate quote work queue in Compass. Work up LCL rate quotes for customers. Work up Exceptional rate quotes for customers. Work up Out of Gauge rate quotes for customers. Coordinate Inland CFS cargo load planning with CFS service providers. Update the SCS Shipment audit in Compass. Responsible for tariff filings with Website Descartes. Answer rating questions for SCS Documentation. Provide routing and LTL carrier guidance to SCS Customer Service.Coordinate with port offices on transfer costs for Exceptional and Out of Gauge shipments that fall outside normal cost guidelines Approve and process the inland CFS invoices to ICL. Assist FCL customer service on how much freight can fit into a container on an FCL request.
On-Site Manager
Swift Transportation
June 2010 to November 2010
Manage on-site operations at the Mead Westvaco Corporate Office. Perform Planning, Driver Management and/or Customer Service functions. Communicate effectively and professionally with assigned customer personnel on all levels while developing positive and solid relationships to enhance growth. Assist in collecting and maintaining current customer information in the system. Work with all Swift internal departments to resolve customer or company issues when necessary serve as an on-site daily extension of Sales to expand business revenue by exploring all dedicated, rail, and logistics opportunities with Customers. Generates appropriate reports regarding service, OS&D, accessorial, etc to assist in evaluating cost factors associated with their business. ECT Driver Manager
Swift Transportation
July 2008 to June 2010
Dispatch Drivers on loads and complete all corresponding computer work. Monitor assigned loads, document and make appropriate notifications of issues. Anticipate and facilitate problem resolution on all loads for total customer satisfaction. Communicate effectively and professionally with customers, drivers and all levels of management.
Operations Specialist
Cox Transportation Services
September 2006 to July 2008
Hired into an Operations position to learn all phases of Operations to Include Local, Single, and Teams Dispatch. Effectively learned all responsibilities and duties of each position including all essential paperwork and computer skills needed until able to work unassisted and manage each area. Worked directly with drivers and key customers to ensure freight handled in the most proficient manner. This position to transition to a Senior Operations Management position. Account Executive
Jani King
August 2005 to September 2006
Recruited into a new industry with the belief that a candidate with a strong sales management background would secure market share for local company. Responsible for increasing sales through new contracts by 500,000 the first year while concurrently maintaining 100% customer retention. Charged with developing a sales training program that proved successful by being implemented extending the average duration of a sales representative from ninety days or less to well over six months. Sales & Account Manager
E & S Contract Carrier
October 2002 to August 2005
Hired into a well-established private company in the transportation industry. Given responsibility for key account management and retention for the company's top national accounts, including Alcoa, Dupont and Phillip Morris. Concurrently provide community outreach and driver recruitment campaigns for the Virginia State Fair. Responsible for sales development and execution for 7 states on the east coast resulting in a 50% growth in weekly revenue goal from 50K to 100K. Extensive experience in the operational end of the industry through managing drop yard locations for national account. Increased effectiveness between operations staff and customers based on the premise that good communication and goal setting creates success.
Account Manager - Panther II Transportation
October 1999 to October 2002
Joined team as an experienced account manager for this unique carrier of time critical freight. Responsible for soliciting an emerging market within the military sector, creating and implementing a successful military sales program resulting in the signage of a national contract for emergency transportation services. Responsible for increasing sales by $250,000 within the first two years. Subsequently surpassed yearly revenue goal by 12%. Charged with submitting quarterly business plans in effort to track sales progress and secure market share.
Account Manager
Wilson Trucking
January 1997 to 1999
Brought on board as the first account manager for the Richmond market in over a year. Worked with sales management to create programs to boost sales with the other reps by holding contest and inspiring the team to do their best. Created pricing programs to ensure profit margin created a substantial year over year growth.
Inside Sales Account Manager
Overnite Transportation
March 1992 to 1997
Promoted to Inside Account Manager after working successfully in the National Account Department. Concentrated efforts on working with all departments within the company to ensure success. Charged with analyzing aging reports and creating strategy to immediately reduce debt and limit long term exposure to bad debt. Named Sales Account Manager of the month for exceeding sales and providing excellent customer satisfaction.
Education
Bachelors in Business Administration
Chesterfield Citizens Police Academy
Skills
• Dispatch
• Management
• Operations
• Scheduling
• Logistics
• Time Management
• Outlook
• MS Office
• Auto Estimating
• Supply Chain
• Operations Management
• Inside Sales
• Freight Experience
• Negotiation
• Account Management
• Automotive Repair
• Procurement
• Sales Management
• Pricing
• Analysis skills
• Communication skills
• Microsoft Excel
• Microsoft Office
• Fleet management
• Analytics
• Transportation management systems
• Supply chain
• Freight
• Pricing
• Analytics
• Procurement
• Team management
• Account management
• Inside sales
• B2B sales
• Negotiation
• Continuous improvement
• Payroll
• Conflict management
• Recruiting
• Windows
• Sales management
• Analysis skills
• Operations management
• Supervising experience
• Territory management
• Employment & labor law
• Supply chain management
Certifications and Licenses
Driver's License
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