Norman Joseph Jr
Upland,CA
Summary
Dynamic Operations Supervisor at YRC Freight with expertise in resource management and compliance. Proven track record in enhancing delivery processes and customer satisfaction. Skilled in hiring and training while fostering a collaborative team environment. Committed to continuous improvement and effective communication, ensuring timely and quality freight delivery.
Overview
23
23
years of professional experience
Work History
Operations Supervisor
YRC Freight
Bloomington, CA
07.2021 - 01.2023
- Led daily delivery plan development using equipment, workforce, and resources for effective operations, ensuring proper completion of work assignments in inbound/outbound
- Supervised loading/unloading of trailers and productive pick-up and freight delivery to customers by guiding drivers and dockworkers
- Tracked and monitored shipments to provide updates to stakeholders and ensure proper documentation
- Maintained availability of labor, equipment, and time for maximum productivity of operations staff
- Coordinated with employee groups, conducting pre-shift meetings
- Fulfilled load quality, timeline, and work efficiency goals
- Interacted with internal and external customers daily, surpassing expectations and providing on-time, quality freight delivery
- Drove employee management, including recruitment, development, retention of qualified employees, and supporting company goals
- Ensures compliance within the department, including Labor Laws and Health and Safety compliance
- Responsible for communication flow to their hourly workforce
- Administered safety programs, fostering a safe work environment and preventing accidents
- Completed essential paperwork and data entry, ensuring smooth information flow
- Established work group goals aligned with the organization's core values and modeled how we work together
- Identified and communicated key responsibilities and practices to ensure the immediate team of direct reports promotes a successful attitude, confidence in leadership, and teamwork to achieve business results
- Supports Terminal Managers and supervisors in their efforts to improve productivity, communications, and morale
- Maintained compliance with government, company, and local labor regulations, policies, and procedures
- Conducts disciplinary meetings regarding job performance with associates in compliance with company policies and procedures
- Achieve safe, timely, and accurate customer deliveries via a thorough knowledge of multi-stop routing systems and dispatch procedures.
Customer Service Specialist
American Honda Motor Co. Inc
Chino, CA
05.2019 - 03.2020
- Managed incoming calls, addressed customer service inquiries, and identified needs to ensure satisfaction
- Investigated and resolved customer inquiries and complaints
- Evaluated customer information, identified issues, and developed potential solutions while maintaining high-quality service
- Facilitated communication between departments to provide ongoing customer support
- Provided customer service by leveraging extensive knowledge of products and services, creating a welcoming and positive experience
- Developed billing packages following internal and customer guidelines to minimize rejection rates and ensure timely submission, approval, and payment for hardware and services
- Assigned service technicians to perform facility repairs, deliver, install, move/remove, and repair safes and drop- boxes of various sizes, locally and occasionally internationally.
Account Manager
Blue Dot Safes
Pomona, CA
01.2016 - 05.2017
- Led various customer-operated and third-party service portals to facilitate new service requests on platforms like
- Work Oasis, Corrigo, and Service Channel
- Conducted extensive research to identify and onboard new service providers and assist in submitting necessary tax and insurance documentation for approval
- Ensured adherence to confidentiality and security agreements, safeguarding the interests of Blue Dot Safes' customers and preserving the safety of valuable assets
- Maintained accurate records using internal MRP software (ECi M1) as well as customer-owned and third-party service portals.
Customer Service Specialist
Verizon Wireless
Irvine, CA
01.2007 - 05.2014
- Directed a substantial volume of incoming calls, delivering exceptional customer service.
- Troubleshot device-related concerns and assisted customers.
- Facilitated customer service transactions encompassing billing, service, and equipment inquiries.
- Managed customer escalations and minimized transfers.
- Cultivated customer relationships, executing comprehensive customer service functions.
- Handled incoming customer requests from external and internal calls, emails, and vendors by raising and managing cases with end-to-end accountability; this included, but was not limited to, investigating, troubleshooting, analyzing, finding resolution, validating, escalating, and communicating with related stakeholders.
- Identified customers' needs, and proactively offered our products and services.
- Investigated and resolved customer inquiries and disputes regarding service, billing, rates, adjustments, and policy issues.
- Negotiated the collection and/or payment arrangements of overdue bills.
Customer Service Representative
Kelly Services, Inc
San Bernardino, CA
05.2006 - 11.2007
- Handled large volume of incoming calls and provided top-notch customer service
- Processed and validated the data from the loan application
- Entered client data pertaining to unpaid loans
- Entered customer payments received accurately
- Identified troublesome accounts and addressed them appropriately
- Made cold calls to collect past-due debts and establish payment plans
- Cross-marketed as necessary and informed the consumer about the advantages of the available product based on interaction.
Customer Service Representative
Ameriquest Mortgage Services
Rancho Cucamonga, CA
03.2005 - 03.2006
- Handled high volume of inbound calls and responsible for providing high quality customer service
- Processed and verified loan application information
- Performed data entry of customer information regarding outstanding loans
- Accurately input customer payments received
- Identified problems accounts and respond accordingly
- Made outbound calls for collections of past due accounts and set up payment plans
- Educated customer on the benefits of available product base on interaction and cross sell as appropriate.
Cable Technician 1/Installer
Comcast Communication
Corona, CA
10.1999 - 11.2004
- Carried out service requests
- Reviewed all services requested with clients to make sure the terms of the agreement were understood
- Performed prompt completion of the related paperwork for every work order
- Drove vehicle to each customer's home on my own initiative
- Reconnected and disconnect for non-pay accounts were completed, and service changes were made upon request
- Cable converter boxes were installed and removed in order to offer downgraded and upgraded services to customers
- On-the-job training and knowledge are put to use to get ready for the next step and to carry out additional tasks as directed by managers in order to meet departmental objectives
- Resolved consumer concerns from the pole to the residence
- Provided clients access to channel lines, demonstrated how to use converters, and instructed them on how to use their services and equipment.
Education
MBA - progress
Regent University
Virginia Beach, Virginia08.2026
Supply Chain Management And Capacity Planning Certification -
Alison
01-2025
Digital Marketing Certification -
Cal Poly University
Pomona, California12.2023
Bachelor of Science - Government with Pre-Law, Business Graduation
Regent University
Virginia Beach, Virginia12.2021
Homeland Security Certification -
Chaffey College
Rancho Cucamonga, California07.2017
Skills
- SKILLS & INTERESTS
- Skills: LTL Customer Service, Delivery Process Improvement, Hiring and Training, Resource Management, Logistics
- Management, Regulatory Compliance, Customer Satisfaction, Workload Planning, Microsoft Office, Microsoft
- Word, Microsoft Excel, account management, data management, continuous improvement
- Effective communication
- Problem-solving
- Customer service
- Compliance management
- Delegation
Timeline
Operations Supervisor
YRC Freight
07.2021 - 01.2023
Customer Service Specialist
American Honda Motor Co. Inc
05.2019 - 03.2020
Account Manager
Blue Dot Safes
01.2016 - 05.2017
Customer Service Specialist
Verizon Wireless
01.2007 - 05.2014
Customer Service Representative
Kelly Services, Inc
05.2006 - 11.2007
Customer Service Representative
Ameriquest Mortgage Services
03.2005 - 03.2006
Cable Technician 1/Installer
Comcast Communication
10.1999 - 11.2004
MBA - progress
Regent University
Supply Chain Management And Capacity Planning Certification -
Alison
Digital Marketing Certification -
Cal Poly University
Bachelor of Science - Government with Pre-Law, Business Graduation
Regent University
Homeland Security Certification -
Chaffey College
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