Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Phil McQuillan

Maple,ON

Summary

Adaptable professional with 20+ years of experience in the Transportation industry. Proven knowledge of terminal operation, logistics management, and account development. Aiming to leverage my skills to help build your business objectives.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Customer Care Manager

Morneau Transport
12.2020 - 10.2021
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Created customer support strategies to increase customer retention.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
  • Applied best practices in customer service, sales and employee management to exceed organizational goals.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Maintained client files with sales contracts, records of client interactions, client notes, and other information.
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Managed department call volume of 800 calls per day and coordinated department schedules to maximize coverage during peak hours

Account Manager

ERB Transport
05.2017 - 12.2020
  • 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.
  • Developed and implemented strategies to increase client retention.
  • Liaised with marketing and sales teams to develop targeted campaigns.
  • Monitored and analyzed customer feedback to identify opportunities for improvement.
  • Negotiate new yearly contracts, resulting an average 4% increase
    per account
  • Through dedication and knowledgeable service I was able to
    maintain a 75%-150% growth in concurrent accounts

Operations Manager

ERB Transport
02.2014 - 05.2017
    • Supervised operations staff and kept employees compliant with company policies and procedures.
    • Developed systems and procedures to improve operational quality and team efficiency.
    • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
    • Led hiring, onboarding and training of new hires to fulfill business requirements.
    • Developed and implemented strategies to maximize customer satisfaction.
    • Main planner in our LCV program which ran successfully along for 401 corridor for 2 years, allowing more volume to be moved
    • Was able to create a "slip seat" program, this allowed our trucks be utilized more frequently, which in turn cut our 3rd party carrier costs by $700,000 in the first year

Dispatcher

ERB Transport
02.2010 - 05.2014
    • Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
    • Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
    • Maintained professional relationship with shippers, receivers and drivers to increase trust, reliability and rapport.
    • Tracked delivery progress to identify possible delays and provide real-time updates to customers.
    • Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
    • Monitored vehicle locations to coordinate timely arrivals.
    • Assisted in resolving customer complaints and grievances.

Education

No Degree - Logistics And Supply Chain Management

CITT
Online

Skills

  • Cross-Functional Collaboration
  • Data Tracking
  • Staff Mentoring
  • Training Programs
  • Account Management
  • Training and Mentoring
  • Customer Relations
  • TMS,
  • AS400
  • Client retention
  • CRM proficiency

Languages

English

Certification

  • Transportation Systems - CITT
  • Logistic Processes - CITT

Timeline

Customer Care Manager

Morneau Transport
12.2020 - 10.2021

Account Manager

ERB Transport
05.2017 - 12.2020

Operations Manager

ERB Transport
02.2014 - 05.2017

Dispatcher

ERB Transport
02.2010 - 05.2014

No Degree - Logistics And Supply Chain Management

CITT

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Phil McQuillan