Summary
Overview
Work History
Education
Skills
Timeline
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Nicholas R. Thompson

Westfield,IN

Summary

Creative Operations Specialist skillful in executing effective operating rhythms and management systems structures. Expertise in analyzing, articulating and solving various problems. Analytical and organized professional comfortable working independently or as part of team.

Overview

21
21
years of professional experience

Work History

Operations Specialist

CH Robinson
06.2021 - 05.2023
  • Ensure all arrangements are made for the execution of shipments through your area of responsibility
  • Act as a resource for peers
  • Create and document standard operating processes
  • Manage complex exceptions and drive problem solving to prevent the reoccurrence of problems and improve processes
  • Responsible for meeting operational targets within a particular region, mode, business unit, or small account
  • Lead calls, meetings, and internal systems trainings with customer, carrier and vendors
  • Utilize analytical practices to identify and solve problems
  • Collaborate with internal service teams to meet team and customer goals.
  • Collected, arranged, and input information into database system.
  • Motivated and trained employees to maximize team productivity.
  • Managed internal operational standards and productivity targets.
  • Compiled training materials for new employees and tracked skill development.
  • Encouraged and promoted ideas aligned to business needs and benefits.

Associate Operations Specialist

Ricoh Americas Corporation
02.2020 - 06.2021
  • Manage shipment lifecycles by creating and activating shipments, building and assigning loads, scheduling, tracking and tracing orders, and documenting events and invoices
  • Foster meaningful connections with customer via phone and email
  • Monitor task boards and assigned email accounts to respond to customer and carrier requests
  • Being recognized for high quality of work and requesting services on account after only being with company for 3 months
  • Solely responsible for starting a weekly meeting with my Ops team to make sure they are on track and to keep morale up during busy weeks
  • Trained all new hires for Ops team
  • Monthly activity goals have been met consistently and surpassed by 50%
  • Tasked with running reports on high level accounts
  • Trained my Team for success and prepared them for our busy seasons and have been recognized through the company for quick response and turn around with load building.
  • Maintained and prioritized to-do-list and followed up to complete tasks on-time.
  • Executed and maintained quality control processes to meet criteria and standards and increase customer satisfaction.

Logistics Coordinator/Customer Manager

CAPRICORN EXPEDITED SERVICES
08.2019 - 02.2020
  • Daily monitored and maintained the operation of a 10-20 truck fleet
  • Started a working relationship with multiple 3PL customers
  • Responsible for trucks on the weekends and after hours for special project routes
  • Assisting the Operations Manager in daily functions of keeping drivers pay in order
  • Helped drivers maintain hours to not violate DOT regulations
  • In charge of maximizing efficiency.
  • Developed strategies to optimize utilization of available resources.
  • Make cold calls to potential customers for freight opportunities.
  • Conducted investigations to resolve issues related to logistics and cargo movements.
  • Tracked orders and notified customers of status or potential delays.

Print Support Specialist II

Ricoh Americas Corporation
09.2017 - 08.2019
  • Monitored the operation of a large Multi Site printer fleet consisting of over 4,000 Ricoh Multi-Functional Devices (MFDs), 500 Hewlett Packard printers
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Connected to computer of client using remote link to install new programs and applications.
  • Monitored systems in operation and quickly troubleshot errors.
  • Responsible for being the back up of technicians when they are out of office
  • Assisting the Fleet Manager with fleet refresh every month
  • Responsible for printer quick response swap inventory
  • Responsible for on-site hardware & consumables inventory
  • Responsible for printer procurement as required by the customer.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Troubleshot hardware, software and network issues to identify and rectify discrepancies.

Account Manager

Ricoh Americas Corporation
03.2014 - 09.2017
  • Managed daily operations in the Copy Center, Shipping and Receiving Departments and Warehouse
  • Liaise with 6 other subtenants in the building to address needs and concerns, and to update them regarding new opportunities within the company
  • Prepare monthly billing for the customer and 5 subtenants, profit and loss reports, and certification documents on the company intranet
  • Provide customer service by helping customers contact the proper Ricoh print server teams worldwide, and handling complains and concerns
  • Responsible for the recycling of E-waste and chemical waste products
  • Developed and implemented a scanning program for the company worth $175,000.00
  • Directed the addition of an extra employee for managing multiple site printers
  • Spearheaded a Ricoh site set up in a different state under extreme time limitations by recruiting an effective team to actualize the goal smoothly and quickly
  • Responsible for the removal and transfer of 15-20 machines to 3 different locations around the country.
  • Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
  • Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
  • Educated clients on new products or services to increase customer engagement with brand.
  • Facilitated client satisfaction and renewed customer relations to drive growth.
  • Evaluated client needs and developed tailored solutions to increase positive customer ratings.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Coordinated with internal teams to facilitate prompt delivery of client projects.
  • Oversaw new business development to generate sales leads, negotiate client pricing and forecast revenue.
  • Developed and implemented strategies to increase client retention.

Print Support Specialist II

Ricoh Americas Corporation
11.2002 - 03.2014
  • Monitored the operation of a large printer fleet consisting of 125 Ricoh Multi-Functional Devices (MFDs), 500 Hewlett Packard printers, 30 fax machines, and 10 Hewlett Packard plotters
  • Provided customer service by responding to service calls within 1 to 4 hours, coordinated technical support as needed, trained customers on fleet devices and served as Training Coordinator, drafted Help Desk scripts to stream line service calls, created Process Maps for service technicians and created User Guides to be posted at MFDs
  • Successfully saved $96,000 for customer site in 2006 by reducing the network printer fleet
  • Helped company achieve financial objectives by compiling End of Month Reports, monitoring inventory of supplies, and planning the logistical strategy for the upgrade of 30 buildings, including the warehouse, movers, technicians and trainers
  • Engaged in IT collaborations both internally and with customer IT departments, ensuring network devices were equipped with necessary drivers and information needed for connectivity, serving as point of contact during device upgrades, operating as Beta Test Manager for proposed MFDs, and creating Install Packages for the network and security requirements
  • Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
  • Utilized ticketing system to track customer requests and prioritize urgent needs.
  • Communicated with clients to verify roots and causes of computer problems.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Configured and tested new software and hardware.
  • Assisted in development of system security protocols.
  • Maintained servers and systems to keep networks fully operational during peak periods.

Education

Associate of Science - Tourism And Travel Management

Zane State College
Zanesville, OH

High School Diploma -

Rochester Community High School
Rochester, IN

Skills

  • Resource Planning and Scheduling
  • Settlement Support
  • Inventory Issue Management
  • Software and Hardware Issues
  • Customer Care
  • Annual Evaluations
  • Performance Goals
  • Meeting Support
  • Logistics Operations Management
  • Planning and Coordination
  • Maintenance Requirements
  • Inventory Accuracy

Timeline

Operations Specialist

CH Robinson
06.2021 - 05.2023

Associate Operations Specialist

Ricoh Americas Corporation
02.2020 - 06.2021

Logistics Coordinator/Customer Manager

CAPRICORN EXPEDITED SERVICES
08.2019 - 02.2020

Print Support Specialist II

Ricoh Americas Corporation
09.2017 - 08.2019

Account Manager

Ricoh Americas Corporation
03.2014 - 09.2017

Print Support Specialist II

Ricoh Americas Corporation
11.2002 - 03.2014

Associate of Science - Tourism And Travel Management

Zane State College

High School Diploma -

Rochester Community High School

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Nicholas R. Thompson