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Sofia
Hrovat
309 Courthouse Lane
sofia@aol.com
WORK EXPERIENCE:
Federal
Express Home Delivery 06/2009 - Present - Present 02/2008
– 06/2009 04/2009 – 04/2010 06/2006 – 09/2006 xx/2006 – xx/2009 1
Pick Up and Delivery/Operations
Manager
Direct operations and personnel in the Home Delivery unit for the
organization.
Leadership
and Training:
Direct all staff members in their duties to ensure
customer satisfaction. Set training initiatives and conduct orientation
sessions. Monitor personnel for task comprehension and achievement. Observe
employee performance and set developmental goals. Plan daily manpower
requirements and set schedules to accommodate workload. Screen applicants for
experience, skills and abilities to perform tasks. Hire appropriate individuals
to enhance organizational retention. Routinely conduct productive safety
meetings and lead quality groups in procedure analysis, offering innovative
suggestions for improvement. Interact with account managers to determine that
all customer and organizational needs are met. Partner with operations
supervisors as required to conduct pre-shift meetings and instruct personnel
regarding company policies. Demonstrate a strong ability to multi-task and set
priorities in a fast-paced environment. Conduct all duties absent of direct supervision.
Inventory
and Transportation Management:
Manage operations with the Six Sigma business
management strategy. Implement the Lean process to achieve overall customer
value. Consistently observe company and regulatory policies and procedures.
Closely monitor dock activities to ensure proper loading techniques, providing
instruction as required. Analyze, evaluate and reconfigure all route structures
and bids based on local tendencies and features. Continually monitor costs and
explore opportunities to reduce financial requirements to remain within
budgetary goals. Evaluate operational efficiency and institute methods to
improve processes. Assist customers with rate quotes, claim information and
appointments. Accurately print delivery receipts, manifests, bills and trace
reports. Expediently locate the source of problematic issues and actively
provide resolution. Monitor security at the customer center. Observe safety
hazards and immediately alter to provide a clean and safe working environment
of all facilities and equipment. Quickly identify any overweight freight or
incorrect classification and alter for compliance. Verify that all Over, Short
and Damaged (OSD) is properly identified and processed. Ensure all shipments
comply with local, state and federal laws and regulations. Comply with all OSHA
and DOT regulations. Source and select all external contractors. Protect and
enhance the FedEx brand name through quality and professionalism. Provide
technical expertise for logistics functions.
Communication
and Technology:
Deliver excellence in written and verbal
communication. Consistently communicate with dispatch at various terminals, as
well as dock staff, to coordinate trailer and freight movement and
relocation.Communicate contract regulations and guidelines to independent
contractors daily. Document issues with contractors and monitor progress and
service measurements. Discuss contract changes, alterations, renewals,
addendums and everyday situations with financials and settlement issues.
Discuss work area situations and come to terms with changes between contractors
and management. Enforce contract guidelines at all times to ensure contract
obligations. Exercise area knowledge building GIS areas for contractors using
ArcGIS vehicle routing program, build zone priorities to direct package
locations, plot locations and build streets in the ArcGIS Geocode system for
future stops and new locations. Utilize ArcView (ArcGIS) sculpture with
locations of the work area designs to build streetviews for FedEx grounds
vision program. Design and draft computer generated work areas based on
contracted work areas. Utilize automated systems to create reports, logs,
schedules, memos, notes, correspondence, notices, spreadsheets, delivery
receipts, bills and shipment traces.
Federal
Express Home Delivery 12/2007 – 06/2009 - Present 02/2008
– 06/2009 04/2009 – 04/2010 06/2006 – 09/2006 xx/2006 – xx/2009 1
Operations Manager
Managed shipment operations and staff with efficiency and attention to
detail.
Leadership
and Training:
Supervised all staff members in their duties. Set
training initiatives and conducted orientation sessions. Mentored personnel for
task comprehension and achievement. Monitored employee performance and set
developmental goals. Planned daily staffing requirements, setting appropriate
schedules to balance workload. Screened applicants for experience, skills and
abilities to perform tasks. Conducted interviews and hired qualified
individuals. Initiated employee and contractor training and retention.
Facilitated safety meetings and led quality groups in procedure analysis,
offering innovative suggestions for improvement. Interacted with account
managers to analyze customer and organizational expectations. Teamed with operations
supervisors to formulate pre-shift meetings and instruct personnel regarding
company policies. Demonstrated a strong ability to multi-task and set
priorities in a fast-paced environment. Conducted all duties independently and
without direct supervision.
Inventory
and Transportation Management:
Manage operations with the Six Sigma business
management strategy. Implement the Lean process to achieve overall customer
value. Engineered delivery routes and dock layout for efficiency in operations.
Consistently observed company and regulatory policies and procedures. Monitored
dock activities to ensure proper loading techniques, providing instruction as
required. Evaluated and set all route structures and bids based on local
tendencies and characteristics. Monitored costs and explored opportunities to
reduce financial requirements to remain within budgetary goals. Evaluated
operational efficiency and instituted improvement initiatives. Assisted
customers with rate quotes, claim information and appointments. Accurately
printed delivery receipts, manifests, bills and trace reports. Identified
safety hazards and provided expedient corrections to ensure a clean and safe
working environment of all facilities and equipment. Promoted a “safety first”
operation. Quickly identified any overweight freight or incorrect
classification and altered for compliance. Verified all OS&D was properly
identified and processed. Ensured all shipments complied with local, state and
federal laws and regulations. Maintained a thorough knowledge of LTL industry,
DOT rules and regulations, OSHA laws, hazardous materials regulations, NMFC and
tariff rules and organizational policies. Coordinated all logistics functions.
Incorporated tool control and preventive maintenance inspections into regular
activities.
Communication
and Technology:
Demonstrated excellence in written and verbal
communication. Communicated with dispatch at multiple terminals and with dock
staff to coordinate trailer and freight movement. Communicate contract
regulations and guidelines to independent contractors daily. Document issues
with contractors and monitor progress and service measurements. Discuss
contract changes, alterations, renewals, addendums and everyday situations with
financials and settlement issues. Discuss work area situations and come to
terms with changes between contractors and management. Enforce contract
guidelines at all times to ensure contract obligations. Exercise area knowledge
building GIS areas for contractors using ArcGIS vehicle routing program, build
zone priorities to direct package locations, plot locations and build streets
in the ArcGIS Geocode system for future stops and new locations. Utilize
ArcView (ArcGIS) sculpture with locations of the work area designs to build
streetviews for FedEx grounds vision program. Design and draft computer
generated work areas based on contracted work areas. Utilized automated systems
to create reports, logs, schedules, memos, notes, correspondence, notices,
spreadsheets, delivery receipts, bills and shipment traces.
Federal
Express Home Delivery 09/2006 – 12/2007 - Present 02/2008
– 06/2009 04/2009 – 04/2010 06/2006 – 09/2006 xx/2006 – xx/2009 1
Tallahassee FL
Service Manager
Directed employees in their tasks to ensure regulatory compliance and a
safe working environment.
Supervision
and Training:
Manage operations with the Six Sigma business
management strategy. Implement the Lean process to achieve overall customer
value. Managed employees to ensure effective operations and quality of service.
Developed training standards and instructed staff members in expectations and
job skills. Monitored the performance of package handlers, clerks and drivers,
rewarding achievements and offering suggestions for improvement when necessary.
Mentored and developed employees for success and advancement. Set schedules and
planned daily manpower to guarantee excellence in customer service and to meet
projected workload. Managed the quality assurance department to ensure all
standards were achieved. Carefully followed company policy in all matters of
hiring, discipline and termination. Organized safety teams and facilitated
meetings. Achieved success as a team player and independent achiever.
Demonstrated the ability to multi-task and prioritize in a fast-paced
environment.
Operational
Quality and Service:
Ensured customer satisfaction by timely delivery,
proper shipment handling and administrative support. Implemented route
structures to increase efficiency and timeliness. Managed all aspects of
contractor maintenance. Analyzed and developed dock lineups to remain consistent
with continually changing volume. Evaluated productivity and instituted action
plans to increase efficiency and accuracy. Performed extensive internal audits
to ensure terminal compliance with corporate policies and regulations.
Interacted with contractors to assist with business development. Ensured a
clean and safe working environment for all employees. Monitored equipment for
optimal performance and initiated maintenance when required. Analyzed all
potential methods to cut costs and improve efficiency. Researched claim data
and investigated for appropriate resolution. Ensured compliance with all laws,
regulations, policies, procedures, DOT rules, OSHA standards and hazardous
materials guidelines. Guaranteed all OS&D was identified and processed properly.
Monitored performance data and gathered information for report construction.
Communication
and Technology:
Excelled in written and verbal communication.
Communicated regularly with dispatch at various terminals to coordinate trailer
and freight movement. Communicate contract regulations and guidelines to
independent contractors daily. Document issues with contractors and monitor
progress and service measurements. Discuss contract changes, alterations,
renewals, addendums and everyday situations with financials and settlement
issues. Discuss work area situations and come to terms with changes between
contractors and management. Enforce contract guidelines at all times to ensure
contract obligations. Exercise area knowledge building GIS areas for contractors
using ArcGIS vehicle routing program, build zone priorities to direct package
locations, plot locations and build streets in the ArcGIS Geocode system for
future stops and new locations. Utilize ArcView (ArcGIS) sculpture with
locations of the work area designs to build streetviews for FedEx grounds
vision program. Design and draft computer generated work areas based on
contracted work areas. Utilized automated systems and programs to create memos,
notes, logs, reports, spreadsheets, manifests and shipment traces. Actively
participated in managerial meetings, offering insightful information and
suggestions for improvement.
Federal
Express Ground 10/2005 – 09/2006 - Present 02/2008
– 06/2009 04/2009 – 04/2010 06/2006 – 09/2006 xx/2006 – xx/2009 1
PT Service Manager
Managed package
handlers in an effort to provide excellence in productivity and streamline
critical processes.
Supervision
and Training:
Directed employees in their daily assignments.
Instituted training procedures and mentored for achievement. Set schedules to
meet daily workload expectations. Closely monitored and led a team of package
handlers. Managed quality initiatives to ensure all standards were achieved.
Complied with company policy in all matters of hiring, discipline and
termination. Actively support company directives of training, safety, retention
and productivity. Achieved success as a team player and independent achiever.
Demonstrated the ability to multi-task and prioritize in a fast-paced
environment.
Operational
Quality and Service:
Managed an efficient sort process. Handled and
processed all packages within a preset timeframe. Implemented route structures
to increase efficiency and timeliness. Evaluated productivity and created
methods to increase efficiency and accuracy. Performed extensive internal
audits to ensure terminal compliance with corporate policies and regulations.
Ensured a clean and safe working environment for all employees. Monitored
equipment for optimal performance and initiated maintenance when required.
Analyzed all potential methods to cut costs and improve efficiency. Ensured
compliance with all laws, regulations, policies, procedures, DOT rules, OSHA
standards and hazardous materials guidelines. Monitored performance data and
gathered information for report construction.
Communication
and Technology:
Communicated regularly with dispatch at various
terminals to coordinate trailer and freight movement. Provided constant communication,
feedback and reports to managerial staff regarding preload operations. Utilized
automated systems and programs to create memos, notes, logs, reports,
spreadsheets, manifests and shipment traces. Actively participated in
managerial meetings, offering insightful information and suggestions for
improvement.
Federal
Express Home Delivery 10/2003 – 10/2005 - Present 02/2008
– 06/2009 04/2009 – 04/2010 06/2006 – 09/2006 xx/2006 – xx/2009 1
Lexington, KY
Package Handler
Handled all packages with care and efficiency. Offered excellence in
customer service initiatives.
Handling
and Delivery:
Handled and delivered packages with quality and in a
damage free condition. Processed packages efficiently within a prescribed timeframe
to ensure scheduled delivery. Engaged in lifting, carrying, pushing and pulling
packages weighing up to 100 pounds. Utilized an assistant to move packages 100+
pounds in weight. Abided by the “hands-to-surface” company policy, moving all
packages without the aid of mechanical equipment. Accurately reported any
damaged items to supervisory staff.
Customer
Service:
Offered efficiency and expertise in customer service
standards. Interacted with customer to achieve satisfaction. Assessed customer
issues directly and researched for resolution. Exhibited patience,
understanding and a respect for diversity in all customer interaction.
Communication
and Technology:
Offered quality in written and verbal communication
standards. Utilized automated systems on a frequent basis to track packages,
create reports and enter pertinent data. Entered damage package reports and
address corrections. Contributed to quality sessions and staff meetings.
EDUCATION:
University of
Phoenix Major:
Business
BS- Business Management Semester
Hours: 120
(2006)
Relevant
Coursework:
College
Mathematics I and II; Essentials of College Writing; Critical Thinking:
Strategies in Decision Making; Skills for Professional Development; Management
Theory, Practice and Application; Organizational Behavior; Research and
Evaluation I and II; Computers and Information Processing; Economics for
Business I; Human Resources Management; Financial Analysis for Managers I and II;
Employment Law; Quality Management and Productivity; Public Relations;
Marketing; Global Business Strategies; E-Business.
Diploma, 1999
ADDITIONAL INFORMATION:
PROFESSIONAL
SUMMARY:
A dedicated professional with several years of
progressively responsible experience as an operations manager, administrator,
supervisor, trainer, freight expert, package handler and quality professional.
Demonstrated success as a team leader, independent achiever, communicator,
analytical thinker and team player.
PROFESSIONAL TRAINING AND CERTIFICATIONS:
Standard First Aid, American Red Cross (2010)
Quality P&D Learning SAFE Driver Program, FedEx Instructor(2007)
Code of Business Conduct and Ethics, Business
Process Compliance, Sexual Harassment, Introducing Diversity, Diversity
Awareness, How to Manage, Leadership Principles, Contractor Relations, Hazmat
Spill Procedures, Achieving Results Through an Independent Contractor
Workforce, Conducting a Presort Meeting, Contractor Relations, Electrical
Safety Awareness, eSabre, Select Interviewing, Performance Management, The
Package Handler Sourcing and Selection Process, Data Quality, Safe Work
Methods, Customer Service, Operations Training, P&D Cost Management,
Reporting/Repackaging, Injury Reporting, Introduction to Environmental
Compliance, GRND Quality Assurance Seminar, Loss Reduction, Hazardous
Materials Marking and Labeling, Loading, Transporting, Unloading and Handling
Hazardous Materials, Accident Reporting, Claims Medical Management, Workforce
Independence, Keys to Success and Keys to Succeed, Providing
Feedback/Improving Work Habits, Managing Conflict, Workplace Violence
Prevention,
TECHNOLOGICAL SKILLS:
|
Microsoft Office (Word, Excel, PowerPoint, Outlook,
Access), Windows, Citrix, PeopleSoft, ARCview, Internet, Search engines,
General office equipment.
ADDITIONAL PROFESSIONAL EXPERIENCE:
06/1996 – 06/2002 – Lab
Tech/Maintenance, Agmet
Metals, Inc., Maple Heights, OH. Carried out all aspects of shipping and
receiving tasks. Performed MSDS inventory and labeling assignments. Utilized
proper hazardous materials handling procedures. Performed maintenance
functions throughout the plant. Conducted moisture tests of precious metal
mixtures, utilizing a Kevex machine to calculate the drying rate and nickel
content. Monitored and checked weights of semi loads to ensure trailers were
within regulatory standards. Incorporated tool control and preventive
maintenance inspections into regular activities.
|
AREAS OF EXPERTISE:
Excels at organizational leadership, customer service,
management, problem resolution, freight regulatory guidelines, package handling
and delivery, independent analysis, technology, communication and innovative
strategies. Ability to multi-task in a fast-paced environment, prioritizing
assignments and leading staff with confidence. Known as a resourceful,
detail-oriented individual with the ability to implement creativity in a
variety of situations. Skilled in tactical planning, achieving goals, customer
service and professionalism.
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