Robert Hopkins
Tustin
Summary
Results driven Service Center Manager with over 18 years of experience and a proven track record at ABF Freight System, Inc. Proven ability to improve customer satisfaction, streamline operations, and drive revenue growth. Skilled in employee training, performance management, and analytical decision-making, driving significant improvements in team performance.
Professional Service Center Leader with proven expertise in managing operations and driving performance improvements. Adaptable to changing needs, with strong focus on achieving measurable results and maintaining high standards. Equipped with problem-solving abilities and effective communication skills to ensure seamless service delivery and team efficiency.
Overview
15
15
years of professional experience
Work History
Service Center Manager
ABF Freight System, Inc
12.2018 - 09.2025
- Promoted a positive work culture by fostering open communication channels among team members, and offering growth opportunities within the company.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Analyzed performance metrics to identify areas for improvement, implementing necessary changes accordingly.
- Maintained a safe working environment by enforcing strict safety protocols and guidelines.
- Leveraged data and analytics to make informed decisions and drive business improvements.
Assistant Service Center Manager
ABF Freight System, Inc
11.2015 - 12.2018
- Evaluated employee performance periodically, provided constructive feedback, and identified areas for improvement leading to increased staff motivation and productivity.
- Managed daily operations, ensuring timely completion of tasks and optimal resource allocation for maximum efficiency.
- Assisted in monthly reporting, budgeting, and performance tracking to align with corporate operational goals.
- Supported the Service Center Manager in establishing performance goals for employees and providing feedback on methods for reaching those milestones.
- Improved customer satisfaction by implementing efficient service protocols and streamlining processes.
- Facilitated a safe working environment adhering strictly to health and safety regulations.
Service Center Manager
ABF Freight System, Inc
10.2014 - 11.2015
- Resolved escalated customer issues promptly, strengthening customer loyalty in the process.
- Trained new staff members on company policies and service center expectations.
- Improved customer satisfaction by implementing efficient service center processes and procedures.
- Lead continuous improvement initiatives that contributed significantly towards enhancing overall operational efficiency.
- Aligned team objectives with organizational goals through effective communication of expectations and responsibilities at all levels of the workforce.
- Established team priorities, maintained schedules and monitored performance.
Operations Manager
ABF Freight Systems, Inc
08.2010 - 10.2014
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Analyzed and reported on key performance metrics to senior management.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
Education
Associate of Science - Business
Barstow Community College
Barstow05-1999
Skills
- Staff training and development
- Continuous improvement
- Operational excellence
- Customer service
- Effective communication
- Problem-solving
- Time management
- Reliability
- Organizational skills
- Decision-making
- Analytical thinking
- Training and development
Timeline
Service Center Manager
ABF Freight System, Inc
12.2018 - 09.2025
Assistant Service Center Manager
ABF Freight System, Inc
11.2015 - 12.2018
Service Center Manager
ABF Freight System, Inc
10.2014 - 11.2015
Operations Manager
ABF Freight Systems, Inc
08.2010 - 10.2014
Associate of Science - Business
Barstow Community College
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