benno capshaw

Benno J. Capshaw

334-354-7900

http://bennocapshaw.wix.com/eportfolio                                                           benno_capshaw@yahoo.com

 

 

OPERATIONS MANAGEMENT / CLIENT MANAGEMENT

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Client Manager dedicated to assisting account executives and account teams by performing administrative and client support duties associated with maintaining client accounts. Focused on ensuring excellent service standards and maintaining high customer satisfaction. Experience providing product and services information, and resolving any emerging problems clients might face with accuracy and efficiency.

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TECHNICAL SKILLS

 

• Contract Pricing

• Time Management

• Decision Making

• Customer Service

• Verbal and Written Communication

• Detail-Oriented

• Customer Trend Analysis

• Customer Complaint Resolution

• MS Office Professional

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PROFESSIONAL EXPERIENCE

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Technicolor Global Logistics, Memphis, TN                                                                        2019 - present

Client Manager

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• Surpassed revenue goals, bringing in $8.1 million with an 11.5% margin in 2022.

• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.

• Delegated tasks to support team members and used cloud-based tools to help solve complex business issues.

• Maintained client files with sales contracts, records of client interactions, client notes, and other information.

• Interpret, enforce, and maintain individual customer contracts, rate cards, Service Level Agreement documents, and associated commitments.

• Build and maintain trustworthy external and internal customer and vendor relationships through accurate, thorough, and timely communication of information and setting and managing expectations.

• Build a knowledge base of each client's business processes, organization structure, and objectives.

• Coordinate quotes with support from Pricing and Contracts Administration and Sales.

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XPO Logistics, Memphis, TN                                                                                                    2016 - 2019

Account Executive

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• Surpassed revenue goals, bringing in $8.1 million with an 11.5% margin in 2022.

• Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.

• Delegated tasks to support team members and used cloud-based tools to help solve complex business issues.

• Maintained client files with sales contracts, records of client interactions, client notes, and other information.

• Interpret, enforce, and maintain individual customer contracts, rate cards, Service Level Agreement documents, and associated commitments.

• Continuously monitor the implementation of SOP’s in conjunction with our policies and procedures.

• Track key performance indicators (KPIs) related to production, efficiency, quality, and other relevant metrics.

• Regularly evaluate the effectiveness of the policies and procedures in achieving the set objectives.

• Analyze expenses against budgeted amounts. Look for areas of overspending or potential cost savings.

• Build and maintain trustworthy external and internal customer and vendor relationships through the accurate, thorough, and timely communication of information and setting and managing expectations.

• Build a knowledge base of each client's business processes, organizational structure, and objectives.

• Coordinate quotes with support from Pricing and Contracts Administration and Sales.

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XPO Logistics, Memphis, TN                                                                                                    2014 - 2016

Freight Operations

 

• Consistently supervised drivers, dockworkers, and office staff on the Inbound, Outbound, & Freight Assembly Center (FAC) shifts.

• Regularly update Standard Operating Procedures (SOPs) to help maintain efficiency and ensure they continue to align with the company's objectives.

• Organized Kaizen events to foster a culture of continuous improvement, increase operational efficiency, engage employees, and drive sustainable growth.

• Trained employees on Standardized Work Instructions (SWI), which organizations can identify deviations, inefficiencies, and areas for improvement more effectively.

• Conduct thorough workforce planning to ensure the right number of employees are available to meet operational needs without excessive overstaffing. Analyze historical data, production forecasts, and other relevant factors to determine the appropriate workforce size.

• Develop service level agreements (SLAs): Work with key account contacts to establish SLAs that define expectations, response times, and resolution processes for different types of inquiries and service requests.

• Assess the performance of contract carriers by reviewing their track record in terms of cost, on-time delivery, shipment accuracy, customer service responsiveness, and any feedback or references from our customers.

• Implemented 5S procedures to improve efficiency.  Sort, Set in Order, Shine, Standardize, & Sustain.

• Developed formal procedures for handling grievances and corrective action plans. Clearly outline the steps employees should follow to report grievances, including whom they should contact, the documentation required, and the expected timeline for resolution.

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Southern Bullion Coin & Jewelry, Hoover, AL                                                                        2011 - 2014

Operations Manager

 

• Set up logistics tracking procedures for high-value inventory to control loss prevention for all stores.

• Prepared policy directives, procurement plans, and detailed desk reference guide to support personnel.

• Trained management and staff throughout region on company procedures

• Created SOP's for personnel to complete purchase transactions, warehouse receipt acknowledgment, asset tagging, and daily in-store activities

• Implemented training processes for continual training education.

 

 

Remodeling Professionals, Prattville, AL                                                                                  2005 - 2011

Project Manager

 

• Developed and initiated projects, managed costs, and monitored performance.

• Updated operational methods, oversaw accounting procedures, tracked information and compiled data to improve efficiency.

• Reined in project costs while meeting key milestones.

• Provided management for internal personnel, contractors and vendors.

• Adhered to budget requirements with excellent planning and consistent expense monitoring.

• Maintained open communication by presenting regular updates on project status to customers.

• Maintained 3 insurance company contractor accounts for termite repairs

• Remodeled 20 investment properties for out-of-state owners.

 

 

Allied Mortgage, Branson, MO                                                                                                   1999 - 2005

Mortgage Banker

 

• Closed 153 loan transactions in 2005 worth in excess of $35.3 million.

• Evaluated client financial positions and identified most appropriate banking products.

• Located and pre-qualified customers for mortgages.

• Reviewed loan files and updated to match current standards.

• Networked with realtors and current clients to generate referrals.

• Implemented sales strategies that established relationships with realtors and affiliate banks.

• Supervised loan personnel and motivated to maintain customer service and performance standards.

 

 

A1 Mortgage, Nixa, MO                                                                                                              1996 - 1999

Branch / District Manager

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• Drove sales for 5 stores in the district, generating $15.2 million in 1999.

• Promoted from Branch Manager in 08/1997.

• Revitalized operations and realigned plans to better capture new opportunities and take advantage of changes in mortgage loan programs.

• Directed work of an efficient administrative team maintaining accurate sales, training and loan processing practices.

• Built positive and productive relationships within territory and field leadership.

• Supervised & trained 5 locations to enforce high-quality standards of operation.

• Attracted new clientele and developed customer relationships by hosting CEU events.

 

EDUCATION

 

BS; Business Administration; Amridge University, Montgomery, AL  3.99 GPA

 

MS; Leadership & Business Management; Amridge University, Montgomery, AL  4.0 GPA

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Graduating Summa Cum Laude with both.

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PERSONAL/PROFESSIONAL AFFILIATIONS

 

Past President of Kingston Green Homeowners Association

Past President of East Montgomery Neighborhood Alliance

Past President Carol Villa Civic Association

Member of Prattville Masonic Lodge #89

Scottish Rite Valley of Memphis

Ambassador of Alcazar Shrine Temple

Former Vice President of Autauga County Shrine Club