Francis Blake
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance. Experienced Strong Process Excellence Influencer.
Overview
19
19
years of professional experience
Work History
Service Center Manager
Saia LTL Freight
Fort Myers, FL
07.2021 - Current
- Managed daily operations of customer service center, including staff scheduling and customer service.
- Analyzed data to identify trends in customer inquiries and feedback for process improvement initiatives.
- Implemented strategies to reduce wait times while maintaining quality standards for customers.
- Actively sought out innovative solutions that would improve the overall efficiency of the Service Center's operations.
- Streamlined operations processed to reduce labor costs by 12% and increase profits by 22%.
- Delegated work to staff, setting priorities and goals.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Trained new employees on product knowledge, customer service techniques, and company policies.
Service Center Manager
AACT Transportation
Orlando, Florida
04.2015 - 05.2021
- Managed daily operations of customer service center, including staff scheduling and customer service.
- Trained new employees on product knowledge, customer service techniques, and company policies.
- Analyzed data to identify trends in customer inquiries and feedback for process improvement initiatives.
- Conducted regular performance reviews with team members to assess individual progress towards goals.
- Identified opportunities for improvement in processes or services offered by the organization.
- Collaborated with other departments to coordinate cross-functional projects related to customer service initiatives.
- Created reports analyzing key performance indicators such as average response time, resolution rate, first contact resolution rate.
- Ensured compliance with all applicable laws and regulations related to customer service operations.
- Actively sought out innovative solutions that would improve the overall efficiency of the Service Center's operations.
- Established strong relationships with vendors to ensure timely delivery of products or services ordered by customers.
- Streamlined operations processed to reduce labor costs by 12% and increase profits by 22%.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Produced thorough, accurate and timely reports of project activities.
- Delegated work to staff, setting priorities and goals.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Analyzed business performance data and forecasted business results for upper management.
Service Center Manager
Averitt Express
Fort Myers, FL
01.2006 - 04.2015
- Managed daily operations of customer service center, including staff scheduling and customer service.
- Developed and implemented customer service policies and procedures to ensure positive customer experience.
- Analyzed data to identify trends in customer inquiries and feedback for process improvement initiatives.
- Conducted regular performance reviews with team members to assess individual progress towards goals.
- Identified opportunities for improvement in processes or services offered by the organization.
- Collaborated with other departments to coordinate cross-functional projects related to customer service initiatives.
- Created reports analyzing key performance indicators such as average response time, resolution rate, first contact resolution rate.
- Ensured compliance with all applicable laws and regulations related to customer service operations.
- Actively sought out innovative solutions that would improve the overall efficiency of the Service Center's operations.
- Established strong relationships with vendors to ensure timely delivery of products or services ordered by customers.
- Coordinated with IT teams on upgrades or changes needed for software systems used by the Service Center team.
- Streamlined operations processed to reduce labor costs by 12% and increase profits by 22%.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Delegated work to staff, setting priorities and goals.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Analyzed business performance data and forecasted business results for upper management.
Education
Master’s Degree - Business
Hodges University
Naples, FL09.2010
Skills
- Business Management
- Operations Management
- Customer Relations
- Finance/Cost
- Risk & Safety Compliance
- Training & Staff Retention
- Facility/ Maintenance Management
- Performance/KPI’s Improvement
Additional Information
Served on two Board of Directors committee's for 3 years
Affiliations
- Co-wrote a Paper on Green Prosperity for SWFL
- Served on two Board of Director Panels
Timeline
Service Center Manager
Saia LTL Freight
07.2021 - Current
Service Center Manager
AACT Transportation
04.2015 - 05.2021
Service Center Manager
Averitt Express
01.2006 - 04.2015
Master’s Degree - Business
Hodges University
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