Summary
Overview
Work History
Education
Skills
Timeline
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Douglas Horton

Atlanta,GA

Summary

Seasoned Operations Manager and talented leader with 20 years of experience applying exceptional planning and problem-solving abilities toward enhancing business objectives and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

20
20
years of professional experience

Work History

SR. OPERATIONS MANAGER

Schneider National Inc.
10.2014 - 07.2024
  • Lead all aspects of terminal operations and allocation of work for multiple facilities within assigned region. Emphasis on high performance, to include full P&L accountability for regional business units, team building, training and management, market and business planning, inventory management and service delivery using KPI scorecard analysis and financial reporting to manage operations processes and influence cost decisions
  • Championed a 27% YoY improvement in accident frequency, a 70% capacity growth in Atlanta business units, and a successful ELD pilot and full fleet conversion
  • Drove the successful implementation of a new TMS and driver workflow platform; collaborated with leadership team and business partners to ensure optimum use of capacity and equipment
  • Direct the activities of team leaders, frontline leaders, field associates, business partners, and vendors to ensure superior safety, customer service and optimal performance
  • Assess, recommend, and implement changes to existing operations, systems and procedures to facilitate continuous improvement
  • Develop market plan for assigned region encompassing multi-shift direction, priority of freight, load assignments, capacity demand, and service delivery
  • Engage with network analysts and area planners to continually assess market conditions, customer demand, and on-time performance, while adjusting plan accordingly
  • Conduct performance reviews, compensation reviews, and individual development counseling
  • Proactively identify and coach performance issues ensuring the on/offsite leaders provide service that continuously exceed internal/external customer expectations
  • Foster and maintain a culture of safety across the operation, while ensuring all safety and regulatory requirements were met and all established safety policies are adhered to.

SENIOR ACCOUNT ADMINISTRATOR

Schneider National Inc.
02.2020 - 08.2022
  • The Home Depot - Spearhead all aspects of account management focused on driving business growth by enhancing the customer experience and acting as a bridge to link the Commercial Sales and Customer Service teams via maintaining of regular touch points, call schedules, and site visitation
  • Develop understanding of customer supply chain to identify and sell continuous improvement solutions that provide value to the customer including cost savings and service improvement
  • Contributed to $12M and $8M operating revenue growth for intermodal and dedicated services; successfully drove/achieved 28% intermodal and 7% truckload volume growth YoY
  • Execute a business plan and ensure key metrics are being achieved via the coordination of all truckload and intermodal RFP's, as well special projects and promo/event opportunities
  • Develop, measure, and drive the key initiatives to ensure the achievement of all key business metrics including revenue, volume, earnings, service, accounts receivable, etc
  • Analyze and implement improvements to current internal systems and processes to enable key metric achievement, while serving on a multi-role team delivering an outstanding service experience
  • Attend and participate in market demand sessions/customer quarterly business reviews, while acting as a key escalation point of contact for all customer and internal business needs/issues.

FLEET MANAGER

Schneider National Inc.
06.2008 - 10.2014
  • Managed and led all aspects of the driver experience, customer service, and business-related issues concerning owner/operators, while administering, facilitating, and ensuring compliance with operating standards concerning public safety and regulatory compliance within Schneider National and Federal Motor Carrier Regulations
  • Received several Presidential Awards for Safety and Operational Excellence
  • Managed the successful pilot, creation, and development of a combined driver leader and dispatch role which was eventually adopted across Schneider's Intermodal division
  • Led the training, coaching, and mentoring of associates to achieve specific customer service and key factor goals, including maintaining an excellent safety record and retaining safe drivers
  • Ensured the consistent meeting of all customer service pick-up and delivery requirements leveraging an open leadership style to reconcile customer/driver needs and meet company performance goals.

INTERMODAL OPERATIONS SPECIALIST

Schneider National Inc.
01.2006 - 06.2008
  • Managed the assigning of freight in accordance with the daily market plan to maximize profitability, customer satisfaction, and driver retention, while ensuring optimal utilization of driver, tractor, and container capacity and communicating directly with drivers, dispatch analysts, fleet managers and other internal associates
  • Partnered with rail specialists, customer service, and network teams to address/resolve service issues
  • Informed dispatch analyst of assignments that needed further review for areas such as driver availability, equipment availability, or load availability; resolved tracking issues including incomplete shipments
  • Tracked/located missing paperwork delaying load delivery, queried/ran daily reports, and established and maintained positive relationships with drivers and office associates
  • Provided feedback to operations leaders related to driver data accuracy and market challenges such as capacity, customer issues, imbalances, etc.

CUSTOMER SERVICE REPRESENTATIVE

Schneider National Inc.
07.2004 - 01.2006
  • Led all aspects of customer service and relationship management to achieve specific key objectives and handle a variety of service requests and issues independently leveraging a comprehensive understanding of processes, systems, commodities, and equipment used daily
  • Completed, processed, and monitored customer orders, while managing freight solicitation, resolving problems, negotiating market rates, and building a solid working relationship with all customers.

Education

BACHELOR OF BUSINESS ADMINISTRATION - Computer Bases Information Systems

Georgia College and State University
Milledgeville, GA
01.2002

Skills

  • Transportation and Logistics Operations
  • Client Relations
  • Inventory Management
  • Service Delivery Mgmt
  • Revenue & Profit Growth
  • Performance Management
  • Client/Account Management
  • Contract Mgmt & Review
  • Team Leadership
  • Training & Development
  • Sales/Logistics Management
  • Productivity Enhancement
  • RFP management
  • Fleet Management
  • MS office
  • Power BI
  • Oracle
  • Optym

Timeline

SENIOR ACCOUNT ADMINISTRATOR

Schneider National Inc.
02.2020 - 08.2022

SR. OPERATIONS MANAGER

Schneider National Inc.
10.2014 - 07.2024

FLEET MANAGER

Schneider National Inc.
06.2008 - 10.2014

INTERMODAL OPERATIONS SPECIALIST

Schneider National Inc.
01.2006 - 06.2008

CUSTOMER SERVICE REPRESENTATIVE

Schneider National Inc.
07.2004 - 01.2006

BACHELOR OF BUSINESS ADMINISTRATION - Computer Bases Information Systems

Georgia College and State University

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