Gary Chapman

Work History

Cluster Terminal Manager

New Penn Motor Express / YRC Freight

04.2023 - Current

Set terminal budgets and set goals to adhere to plans.
Coordinated and monitored maintenance and repair of company vehicles to provide timely servicing.
Developed emergency protocols for warehouse and safety guidelines.
Fielded customer complaints and comments and rectified issues.
Maintained composure and order when handling customer and employee injuries, incidents and accidents.
Promoted safety programs throughout terminal by conducting meetings and communicating safety program messages.
Handled customer complaints and revised process to improve service, boosting customer service scores 90% to 100%..
Performed human resource-related tasks by interviewing and hiring employees, performing payroll functions and evaluating drivers.
Monitored employee performance and productivity.
Directed and monitored tracking, routing and dispatching transportation vehicles.
Boosted accuracy in outbound and inbound operations 95% by initiating quality control processes on incoming and outgoing freight
Handled customer complaints and revised process to improve service, boosting customer service scores 97%

Terminal Manager

New Penn Motor Express

01.2022 - 04.2023

Set terminal budgets and set goals to adhere to plans.
Handled customer complaints and revised process to improve service, boosting customer service scores 90% and greater.
Fielded customer complaints and comments and rectified issues.
Double-checked work orders and deliveries for quality assurance.
Hired, trained and educated new employees to improve company performance and efficiency.
Developed emergency protocols for warehouse and safety guidelines.
Coordinated and monitored maintenance and repair of company vehicles to provide timely servicing.
Directed and monitored tracking, routing and dispatching transportation vehicles.
Promoted safety programs throughout terminal by conducting meetings and communicating safety program messages.
Monitored employee performance and productivity.
Maintained composure and order when handling customer and employee injuries, incidents and accidents.
Facilitated delivery of dispatched loads by assigning boards and developing contingency plans.
Directed and initiated investigations to resolve shipper or customer complaints.
Coordinated and monitored maintenance and repair of company vehicles to provide timely servicing

Terminal Manager

YRC Freight

01.2020 - 01.2022

Planned freight loads and coordinated with drivers to achieve accurate, timely delivery of products.
Set terminal budgets and set goals to adhere to plans.
Handled customer complaints and revised process to improve service, boosting customer service scores 90% and greater.
Fielded customer complaints and comments and rectified issues.
Double-checked work orders and deliveries for quality assurance.
Hired, trained and educated new employees to improve company performance and efficiency.
Developed emergency protocols for warehouse and safety guidelines.
Coordinated and monitored maintenance and repair of company vehicles to provide timely servicing.
Directed and monitored tracking, routing and dispatching transportation vehicles.
Promoted safety programs throughout terminal by conducting meetings and communicating safety program messages.
Monitored employee performance and productivity.
Maintained composure and order when handling customer and employee injuries, incidents and accidents.
Facilitated delivery of dispatched loads by assigning boards and developing contingency plans.
Performed human resource-related tasks by interviewing and hiring employees, performing payroll functions and evaluating drivers.
Directed and initiated investigations to resolve shipper or customer complaints.

Assistant DC Manager

YRC Freight

01.2015 - 01.2020

Maintained professional, organized, and safe environment for employees and patrons.
Maximized performance by monitoring daily activities and mentoring team members.
Onboarded new employees with training and new hire documentation.
Developed and maintained relationships with customers and suppliers through account development.
Accomplished multiple tasks within established timeframes.
Cross-trained existing employees to maximize team agility and performance.
Improved safety procedures to create safe working conditions for workers.
Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Developed and implemented business strategies to achieve business goals and stay competitive.
Planned and budgeted accurately to provide business with resources needed to operate smoothly.
Managed and motivated employees to be productive and engaged in work.
Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
Controlled costs to keep business operating within budget and increase profits.
Evaluated employee performance and conveyed constructive feedback to improve skills.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Successfully managed budgets and allocated resources to maximize productivity and profitability.
Established team priorities, maintained schedules and monitored performance.
Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
Defined clear targets and objectives and communicated to other team members.
Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Terminal Manager

YRC Freight

01.2011 - 12.2014

Planned freight loads and coordinated with drivers to achieve accurate, timely delivery of products.
Set terminal budgets and set goals to adhere to plans.
Handled customer complaints and revised process to improve service, boosting customer service scores 90% and greater.
Fielded customer complaints and comments and rectified issues.
Double-checked work orders and deliveries for quality assurance.
Hired, trained and educated new employees to improve company performance and efficiency.
Developed emergency protocols for warehouse and safety guidelines.
Coordinated and monitored maintenance and repair of company vehicles to provide timely servicing.
Directed and monitored tracking, routing and dispatching transportation vehicles.
Promoted safety programs throughout terminal by conducting meetings and communicating safety program messages.
Monitored employee performance and productivity.
Maintained composure and order when handling customer and employee injuries, incidents and accidents.
Facilitated delivery of dispatched loads by assigning boards and developing contingency plans.
Performed human resource-related tasks by interviewing and hiring employees, performing payroll functions and evaluating drivers.
Directed and initiated investigations to resolve shipper or customer complaints.

Assistant Terminal Manager

YRC Freight

01.2008 - 12.2013

Planned freight loads and coordinated with drivers to achieve accurate, timely delivery of products.
Set terminal budgets and set goals to adhere to plans.
Handled customer complaints and revised process to improve service, boosting customer service scores 90% and greater.
Fielded customer complaints and comments and rectified issues.
Double-checked work orders and deliveries for quality assurance.
Hired, trained and educated new employees to improve company performance and efficiency.
Developed emergency protocols for warehouse and safety guidelines.
Coordinated and monitored maintenance and repair of company vehicles to provide timely servicing.
Directed and monitored tracking, routing and dispatching transportation vehicles.
Promoted safety programs throughout terminal by conducting meetings and communicating safety program messages.
Monitored employee performance and productivity.
Maintained composure and order when handling customer and employee injuries, incidents and accidents.
Facilitated delivery of dispatched loads by assigning boards and developing contingency plans.
Performed human resource-related tasks by interviewing and hiring employees, performing payroll functions and evaluating drivers.
Directed and initiated investigations to resolve shipper or customer complaints.

Terminal Operations Manager

Roadway Express

01.2001 - 01.2008

Set terminal budgets and set goals to adhere to plans.
Handled customer complaints and revised process to improve service, boosting customer service scores 90% and greater.
Fielded customer complaints and comments and rectified issues.
Double-checked work orders and deliveries for quality assurance.
Hired, trained and educated new employees to improve company performance and efficiency.
Developed emergency protocols for warehouse and safety guidelines.
Coordinated and monitored maintenance and repair of company vehicles to provide timely servicing.
Directed and monitored tracking, routing and dispatching transportation vehicles.
Promoted safety programs throughout terminal by conducting meetings and communicating safety program messages.
Monitored employee performance and productivity.
Maintained composure and order when handling customer and employee injuries, incidents and accidents.
Facilitated delivery of dispatched loads by assigning boards and developing contingency plans.
Performed human resource-related tasks by interviewing and hiring employees, performing payroll functions and evaluating drivers.
Directed and initiated investigations to resolve shipper or customer complaints.
Planned freight loads and coordinated with drivers to achieve accurate, timely delivery of products
Collaborated with 6-member team to create, modify and implement goals, procedures and policies

Front Line Supervisor

Roadway Express

06.1998 - 12.2000

Accomplished staff results by communicating job expectations and planning, monitoring and appraising job results.
Created and oversaw employee training schedule to emphasize productivity and resource conservation.
Managed proper staffing level daily by checking sick leaves and forecasting employee vacations and unanticipated absences.
Evaluated and maintained department budgets and analyzed variances.
Managed work station assignments, employee breaks and shift rotations to achieve assigned objectives.
Enforced safety policies and procedures to decrease potential employee injuries, reducing injuries 50%.
Maintained safe and clean work environment by educating and directing personnel on use of control points, equipment and resources.
Coordinated and managed line shutdowns, production startups and changeovers.
Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
Managed and prioritized production processes and implemented production plans
Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention
Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers
Mentored team members to enhance professional development and accountability in workplace
Established objectives to offer team members clear roadmap to help company achieve overall goals

Summary

Overview

Work History

Cluster Terminal Manager

Terminal Manager

Terminal Manager

Assistant DC Manager

Terminal Manager

Assistant Terminal Manager

Terminal Operations Manager

Front Line Supervisor

Education

Criminal Justice

Skills

Timeline

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