Eddie Twigg

Associate Global Systems/Nippon Express, DFW Airport, TX 2022 to 2024

District Service Manager 

Managed district service center operations

Direct day-to-day operations of freight forwarding and third-party logistics division, ensuring top-tier customer service and operational excellence

Implement corporate policies and establish robust training programs to elevate staff productivity and precision

Foster culture of engagement and empowerment among employees, driving commitment to company success

Championed operational best practices to minimize cargo claims and enforce packaging standards

Cultivated cooperative team environment for enhancing training procedures and overall team performance

Developed and executed comprehensive business continuity plan for Dallas branch, ensuring seamless operations

Navigated strategic growth and oversaw expansion initiatives while maintaining alignment with organizational plans and budgetary constraints

Planned work schedules for personnel in order to optimize workflow efficiency.

Provided guidance and support to junior members of the team regarding best practices in client servicing.

Recruited, interviewed, and hired new employees for the district service team.

Assisted customers with inquiries or complaints about their experience with our services within the district.

Resolved conflicts between customers or vendors while ensuring satisfaction from both parties involved.

Conducted performance reviews of employees to ensure quality standards were met.

Monitored daily activities of the departmental staff to ensure proper functioning of processes.

Developed strategies to improve customer relations by addressing issues promptly and professionally through Root Cause Analysis and Corrective Actions.

Performed periodic audits on operational procedures within the department in order to maintain high levels of accuracy.

Managed budgets, tracked expenses, and monitored financial performance of the district service team.

Ensured compliance with all applicable laws and regulations related to district services operations.

Communicated with customers to promote issue resolution and good customer service.

Oversaw hiring and training procedures for new personnel to confirm smooth on-boarding.

Delegated tasks to employees to effectively complete projects.

Evaluated employee performance, recommending personnel for promotion, transfer, or dismissal.

Cultivated rapport with clients to build loyalty.

Implemented corrective plans to improve customer service experience.

Associate Global Systems/Nippon Express, DFW Airport, TX 2019 to 2022

Operations Supervisor 

Coordinating transportation of goods to ensure timely and secure delivery

Developed and executed organizational goals, policies, and priorities while overseeing staffing and operational activities

Directed warehousing and storage program innovations, ensuring alignment with industry trends

Coordinated activities with transportation carriers and vendors to optimize supply chain efficiency

Enhanced operational procedures to bolster overall efficiency, accuracy, and employee performance

Streamlined outbound shipping process, significantly improving accuracy and accountability

Introduced new processing methods for reducing repetitive activities, increasing operational efficacy

Enacted scheduling system enabling 24-hour operations during peak season, leading to 99% on-time final mile delivery rate

Assigned tasks to team members according to their skill-set and monitored progress on a regular basis.

Supervised and coordinated daily operations of freight forwarding activities, including cargo transportation.

Organized training sessions for staff members to improve their knowledge of freight forwarding processes.

Developed and implemented effective strategies to ensure cost-efficient shipment of goods while adhering to strict deadlines.

Maintained accurate records of shipments, invoices, and other related documents in accordance with company policies.

Monitored inventory levels of products and materials in warehouses.

Supervised activities of workers engaged in receiving, storing, and shipping products and materials.

Directed inbound and outbound transportation operations, warehouse activities, safety performance, and logistics quality management.

Planned and implemented improvements to internal and external systems and processes.

Dakota Laramie, Location 2016 to 2019

Independent Franchise Consultant

Assessed potential franchisees to determine suitability for self-employment through franchising, ensuring alignment with their entrepreneurial aspirations

Facilitated matching process between qualified candidates and ideal franchise opportunities, leveraging insights into backgrounds, interests, and hobbies

Identified franchises that best met candidates' personal and financial objectives, optimizing their chances for success and satisfaction in their new ventures

Con-Way Freight, North Richland Hills, TX 2001 to 2015

Cargo Claims Specialist 

Authored fuel conservation measures, resulting in $100K annual savings in the West Virginia zone through strategic fuel conservation initiatives.

Created and implemented comprehensive training on third-party logistics and international liabilities, enhancing departmental knowledge and efficiency

Filed and processed claims across various platforms, including email and vendor websites, ensuring timely and accurate resolution

Reviewed incidents meticulously to ascertain causation and assign responsibility, upholding stringent standards for accountability and loss prevention

Devised and conducted specialized training for claims department, elevating understanding of third-party logistics and international liabilities

Nominated thrice for quarterly leader award, recognizing consistent excellence in claims management and processing

Managed up to 9,000 claims annually, maintaining highest recovery rate in the department for subrogation claims

Reviewed incoming documentation for completeness prior to processing a claim.

Analyzed claims to determine extent of company's liability and made approval or denial decisions in accordance with policy provisions, tariffs and contracts.

Drafted letters of denial or notification of payment in response to claimant inquiries.

Mentored new Claims Specialists on best practices and departmental procedures.

Analyzed claims data to determine appropriate resolution of cases according to company policies and procedures.

Ensured timely filing of claims reports with regulatory agencies as required by law.

Explained partial and full denials for items not covered under policies.

Utilized problem-solving skills to investigate complex claims with multiple factors.

Collaborated with other departments such as underwriting, sales, accounting, and legal when necessary.

Identified and collected evidence to determine value to specific claims.

Additional Experience

Operations Manager, Air Plus Limited, Grapevine, TX

Lead Agent/Supervisor, American Airlines DFW, TX

Diploma: Applied Travel/Transportation

School of Computer Technology, Pittsburg, PA

Diploma: General Studies/Business

Hampshire High School, Romney, West Virginia