Michael Ofosuhene

Fleet Operations

• Developed systems and procedures to improve operational quality and team efficiency.
• Oversaw workforce management planning, volume predictions and capacity planning.
• Provided leadership for continual management and employee training initiatives.
• Managed employee-related issues encompassing labor, turnover and diversity.
• Investigated operational issues to determine causes and develop solutions.
• Allocated resources to planned programs according to business objectives.
• Developed and implemented strategies to maximize customer satisfaction.
• Completed continuous assessments of Non-performing driver partner and put together improvement plans.
• Set, enforced, and optimized internal policies to maintain responsiveness to demands.
• Increased profit by streamlining operations.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Managing driver partners and fleet vehicles and the safe and efficient use of them.
• Supervised operations staff and kept employees compliant with company policies and procedures.
• Analyzed and reported on key performance metrics to senior management.
• Trained and guided team members to maintain high productivity and performance metrics.
• Trained new employees on proper protocols and customer service standards.
• Assisted in recruiting, hiring and training of team members.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.

• Monitored logistics performance and identified improvement opportunities.
• Managed logistics budgets and forecasting to achieve cost-effective operations.
• Resolved shipping discrepancies by coordinating customer and courier communications.
• Directed shipping and receiving of wide range of products daily.
• Selected, trained and developed logistics personnel to achieve high-performing teams.
• Coordinated driver dispatch to accomplish daily delivery requirements.
• Negotiated transportation and logistics contracts to reduce shipping costs.
• Collaborated with partners in dispatching of over 400 drivers to accomplish daily delivery requirements.
• Planned and supervised shipments from production to end-user and scheduled daily and weekly routes.
• Led third-party vendors in achieving delivery time and cost targets.
• Secured discounts from third-party logistics service providers to deliver substantial cost savings.
• Reduced worker accidents by implementing improved safety standards and monitoring procedures.
• Negotiated contracts with outside providers and rates for facility leases to minimize costs to company.

• Resolved customer complaints while prioritizing customer satisfaction and loyalty.
• Took ownership of customer issues and followed problems through to resolution.
• Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
• Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
• Collaborated with upper management to improve customer service processes and support structures company-wide.
• Followed through with client requests to resolve problems.
• Kept accurate records to document customer service actions and discussions.
• Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
• Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
• Researched and corrected customer concerns to promote company loyalty.
• Generated customer satisfaction surveys to analyze results into action plans.
• Addressed potential cancellations and offered catered solutions to retain accounts.
• Collaborated with marketing department to launch and manage promotional activities and campaigns.
• Developed and offered unique discount options to drive interest in new product lines.

Customer Support & Aftersales

• Recognized escalation needs and connected customers with advanced support staff.
• Troubleshot problems with software, hardware and networking for users.
• Managed fast-paced call center work to assist high volume of daily customers using multiple internal databases and systems.
• Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs.
• Worked within task management system to receive, manage and close support requests.
• Partnered with sales, operations and field service teams to coordinate solutions.
• Identified trends in client requests and helped management get ahead of ongoing problems.
• Crafted intelligent, professional responses to emailed and web chat customer questions.
• Maintained up-to-date knowledge of product and service changes.
• Developed and updated databases to handle customer data.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Investigated and resolved customer inquiries and complaints quickly.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Responded to customer requests, offering excellent support and tailored recommendations to address needs.
• Delivered prompt service to prioritize customer needs.
• Met customer call guidelines for service levels, handle time and productivity.
• Responded proactively and positively to rapid change.
• Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Educated customers about billing, payment processing and support policies and procedures.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
• Trained new personnel regarding company operations, policies and services.
• Sought ways to improve processes and services provided.
• Managed timely and effective replacement of damaged or missing products.
• Cross-trained and provided backup support for organizational leadership.
• Trained staff on operating procedures and company services.
• Resolved associate, tool and service delivery issues revealed by statistical reports.

• Leveraged advanced tools to support internal and external customers.
• Strengthened customer relationships and authored strategies to provide positive experience for customers.
• Guided team members with clear directions, timelines and feedback.
• Prepared, analyzed and presented profitability reports to prevent fraudulent situations.
• Coordinated policies and procedures to target current and future needs of organization.
• Processed information with high level of accuracy to satisfy client's needs.
• Anticipated organizational, operational and process problems initiating improvements to address prevalent deficiencies.
• Initiated execution of care responses as main point of contact with consumer escalation events.
• Maintained customer account information database by canceling and updating customer accounts.
• Answered multi-line phones and used active listening skills to assess client's issues and challenges.
• Resolved product and service issues by clarifying customer's complaints, determining causes of problems and selecting best solutions.
• Built strong relationships with field operations team to support business development opportunities and improve service.
• Responded to customer inquiries and queries to provide thorough and speedy resolutions.
• Addressed on average of 80-100 inbound customer calls daily.
• Assisted marketing team on short-term and long-term promotional projects and provided regular updates on status and progress.
• Informed customers of sales promotions and services, warranties or terms of sale and refunds or exchanges.
• Evaluated interactions between associates and customers to assess personnel performance.
• Conducted surveys to determine customer opinion of products and services.