Charles Sarvis
Thomasville
Summary
Dynamic Service Delivery Manager skilled in training and mentoring cross-functional teams. Known for implementing service delivery initiatives that improve client relationships and drive performance improvements, resulting in higher customer satisfaction.
Dedicated professional with extensive experience in service delivery management. Renowned for excellent communication and problem-solving skills, facilitating seamless service delivery and fostering long-term client partnerships.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Service Delivery Manager
ABC Supply Interiors
1356 South Park Drive, Kernersville, N.C.
02.2013 - Current
- Led service delivery initiatives to enhance customer satisfaction and operational efficiency.
- Developed and implemented processes for managing client relationships and service agreements.
- Oversaw cross-functional teams to ensure timely project completion and adherence to quality standards.
- Mentored staff on best practices in service delivery, fostering a culture of continuous improvement.
- Analyzed service metrics to drive strategic decisions that optimized resource allocation and service quality.
- Streamlined communication channels between departments to improve response times and collaboration.
- Facilitated training sessions focused on enhancing team skills related to service delivery methodologies.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Enhanced service delivery by developing and implementing efficient processes.
- Coordinated new hire recruitment, training and development.
- Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Facilitated completion of deliveries and verified documentation.
- Managed third-party contracts to drive delivery of required services.
Class A CDL Driver
Epes Transport
Greensboro, NC
08.2008 - 02.2013
- Operated Class A vehicles safely on regional routes, adhering to all DOT regulations.
- Conducted pre-trip and post-trip inspections to ensure vehicle safety and compliance.
- Maintained accurate logs of driving hours and vehicle maintenance per company standards.
- Delivered freight efficiently while optimizing route planning for timely arrivals.
- Communicated effectively with dispatch to report delays and coordinate pickups/deliveries.
- Completed deliveries on-schedule by planning good routes and efficiently completing transfers.
- Kept detailed records of miles driven, fuel expenses, maintenance costs, and delivery information for reporting purposes.
- Enhanced customer satisfaction by providing timely and consistent communication regarding shipment status.
- Maintained a clean driving record through adherence to safety regulations and defensive driving techniques.
- Managed time efficiently during multi-stop trips to ensure timely completion of assigned duties within established deadlines.
- Met DOT requirements by maintaining current records and documenting reportable incidents.
- Checked trailer hitch and secured attachments to tractor for optimal safety.
- Picked up supplies and back hauls from vendors and completed related paperwork.
- Stayed in frequent communication with dispatch to quickly adapt to customer demands and route changes.
- Upheld strict compliance with all DOT regulations, including hours of service rules, weight restrictions, and vehicle inspections.
- Maneuvered vehicles with high degree of skill through narrow passageways and around obstructions such as parked cars.
- Achieved faster loading and unloading times with proficient use of pallet jacks, forklifts, and hand trucks.
- Exemplified commitment to company values by consistently upholding ethical conduct, professionalism, and a customer-centric approach while performing daily duties as a Class A CDL driver.
- Delivered and unloaded products with equipment such as pallet jacks and shoulder straps.
Education
High School Diploma -
Class A Drivers License - OTR Truck Driving
Future Truckers of America
Asheboro, NC09-2001
High School Diploma -
Trinity High School
Trinity, NC05-1999
Skills
- Data analytics
- Incident investigation
- Customer satisfaction
- Case documentation
- Training and coaching
- Mentoring and training
- Workload management
- Performance improvement
- Schedule coordination
- Risk mitigation
- Effective listening and communication
- Service solution development
- Billing & invoicing
- Teamwork
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Multitasking
- Self motivation
- Recruitment and hiring
- Goal setting
- Inventory tracking and management
- Staff management
- Scheduling
- Hiring and onboarding
- Staff training
- Inventory control
- Strong work ethic
- Pretrip inspections
- Safe driving practices
- Trailer coupling and uncoupling
- Defensive driving techniques
- GPS navigation
- Heavy equipment operation
- Vehicle maintenance and repair
- DDL log software
- Logbook maintenance
- Problem-solving capacity
- Load securement
- DOT compliance
- Clean MVR
- Class A commercial Driver's license
- Inclement weather driving
- Equipment operation
- Loading and unloading
- Equipment maintenance
- Damage control
- Doubles and triples specialist
- OTR driving
- Refrigerated trailers operation
- Tractor-trailer operation
- Dependable and cooperative
- Truck weighing
Accomplishments
- Achieved DSM of the year by completing [my job] with accuracy and efficiency.
Certification
- Certified DSM, ABC Supply interiors - 2022
Timeline
Service Delivery Manager
ABC Supply Interiors
02.2013 - Current
Class A CDL Driver
Epes Transport
08.2008 - 02.2013
High School Diploma -
Class A Drivers License - OTR Truck Driving
Future Truckers of America
High School Diploma -
Trinity High School