David Reyes for Video Resume Upload

Speaker: David Reyes, Assistant Operations Manager

David Reyes: My experience in moving industry started back in 2015 with all my sense moving in storage, I actually came in as a sales manager, um grew the branch year over year 20%. Um With that being said, I did go ahead and commingle at that point in time as an as an operations manager, uh making sure anything as far as hiring and firing employees and training them as well. Uh making sure that we're always stocked up on packing materials as necessary. Um Whether it be through Big three packaging or uh Chris Lappy as well. Um I also was a fleet manager, so I would make sure that I would have the guys do the pre inspection, the post inspection when they arrive back at the shipyard. Um in front of me, make sure uh the cabins are clean, blankets are folded. Um All the straps are, you know, uh wrapped up and actually taped up and hung up on one of the clips to make sure again, all the trucks look uniforms as well. The previous location I was at um in uh in Atlanta, we actually did a $6.5 million worth of revenue, um, and $1.5 million worth of profit. So, uh definitely, um, you know, since I've been in the industry itself, it's always been a continuous and a gradual step up. And I'm definitely looking forward to the next chapter of my life as an operation manager.

David Reyes: The process for building a great moving team um and building the directly under control as well. Um It starts with trust and great communication. I think one of the more important things is making sure as an operator, uh you're looking for ahead as far as uh truck location, access where the truck is going to be parked, uh walking the walking distance to and from the truck to the front door. Is, are there steps um involved? Do we have a long walk? Um All these things, you just want to make sure you're, you're constantly putting plenty of notes into the file itself and, and communicating to the kudos actually going to be out there doing the job um in my experience, you know, when we go ahead and put a plethora of information um on the drivers, it gives the guys a really great idea as to what they're gonna be expecting once they actually get there. Um So I always show the guys is, you know, look at the uh in our case, uh electronic tablets to show what the job uh pertain to. So in the breakdown of the nose, I'll give the guys exactly. Just that, you know, AAA broad expectation of what they're going to be walking into even before they get there. So the guys, while they're in the truck, um, they can start communicating within each other. Um and just, you know, start preplan as to who's gonna be doing what, um, and just set the expectation that that's when they get there. There's no surprises. I think one of the biggest operation, um, functional failures as some operators do um is, is just go ahead and not put enough notes on the file and just not communicate thoroughly with the drivers. Um Anyone who walks in blind, it's just, it never goes well. So again, just, just having an aspect of constant communication and notes and then just looking ahead with their be through Google street view or satellite view, um That's a really great way to make sure, you know, you can build a great moving team number one constant training. Um And then you keep the, the labor in control by constantly just seeing that there's a level of consistency on a day to day basis.

David Reyes: My process for uh training, movies and drivers uh stretch off with recruitment. Uh We always want to try to get the guys that are physically fit, reliable. Uh and most importantly, have a work, uh a strong work ethic. I think uh work ethic is gonna be the, the one crucial aspect that uh you know, you, you can't train somebody they have for sure. Uh Once we've actually went ahead and uh done a recruitment process and do the interview and the person has been hired, we will go ahead and, and uh and do orientations. Uh Once the background checks have cleared out as well. Mbrs, if we're hiring for the drivers as well. Uh When we do the invitations, we always want to go ahead and make sure we talk about the company's culture, uh the values safety standards as well. Uh And, and obviously we want to the importance of professionalism, the safety training aspect as well while making sure the guys are, are properly, uh you know, uh getting on and off the truck as necessary when it's raining, some of those ramps can be a little bit slipper as well. So I always said the guys slow as smooth, smooth as fast, uh which is a very easy thing to remember, but sometimes, uh the, I can't forget in the heat of the moment when they're, you know, lifting heavy stuff, uh especially when it's hot outside as well. Um You know how the guys use some hands on practice. So getting the guys in the warehouse, you know, teaching them how to properly pattern wrap furniture, um shrink wrap tape as well. Um making sure the guys are properly disassembling and reassembling furniture as necessary. Um Customer service. Uh Again, it is half the battle when it comes into the moving industry. Um We already know that moving is the third most stressful thing besides death in the force. Most of the reasons why people are moving are for those reasons. So we want to make sure when the guys get out there, they're actually um you know, being empathetic with the customers while continuously training and educating the guys in new processes and procedures to, you know, be more efficient and more courteous and just constantly giving evaluation and feedback uh when we get reviews as well. So that is, you know, some of the couple things that we can do when it comes to the processes for trained guys as well.

David Reyes: Customer claims is something that uh unfortunately, the movie industry, it's a little bit more prominent and I'd say probably most of the industries. However, of course, there's always going to be an opportunity to go ahead and lessen the amount of claims, first and foremost, the customer contact, you know, when the customer reaches in, uh lets us know of any kind of either damages, loss or issues related to the move itself. Um Typically, in my experience, we always had a customer claims department would go ahead and pass the information over. Um The first step in, of course, is making sure we get proper documentations. Uh make sure the customer takes pictures and videos of anything that may have been broken, including property damages as well. Have the customer fill out the claims form submission uh over to the customer care department. Uh And again, it just, it starts with the process of doing, you know, proper evaluation and the investigation to see exactly what happened on the move itself. Um And once we have a general idea as to what exactly happened, and we have a very clear and concise way uh to go ahead and pinpoint exactly what happened and, you know, that's when we'll go ahead and have the resolution depending on a case by case basis. Um And, and depending on the cases as well, uh We'll have a thorough and proper compensation. I know sometimes depending on its valuation versus insurance, you have the 60 cents per pound per article. Uh So of course, we'll just go ahead and make sure we do what we need to do based on the particular situation, um, on a case by case basis.

David Reyes: You can't do any moving without a fleet. Uh Therefore, the fleet, uh, being in tip top shape is always gonna be important. Uh It starts off with the vehicle inspections on a day to day basis. I always make sure my guys, uh, before they leave, we will do a thorough walk around on the truck, check the tires. Um, you know, making sure they're, they're properly checking uh, liquids and fluids, uh, that they're where they need to be, uh, constantly checking the cabins as well. The box of the truck, um, following up on P MS again. I used to work for Penske and Marta very closely. So making sure, you know, we're adhering to very strict, uh, pm schedules on it, you know, uh, you know, as needed basis as well. Uh, I always like to keep things in writing whether it be a whiteboard and Excel spreadsheet. I ask you when things need to happen when things happen as well, including the mileage as well. Um Any anything as far as emergency repairs need to happen, we always want to go ahead and make sure we're documenting that as well. But again, the driver is crucial in everything without the drivers properly, you know, being trained and, and, and knowing how to assess, uh.

David Reyes: Effectively hand schedule and dispatch uh starts from, you know, the days before the action move itself. Um First and foremost, knowing which crews, which guys need to be out for personal reasons. You know, you need to start off with that first and foremost, um job prioritizing. We always want to go ahead and make sure you get those, you know, large 4530 you know, 3000 square for homes. Um As starters always want to make sure the crews are always there, no leads in between eight and nine in the morning, uh check the crew availability, uh making sure we're, we're properly, you know, making the route sufficient as well. So especially the guys have a relatively small job in the morning. I want to make sure they can get to the hangars there after as well throughout the day, get real time updates just to see, you know, we can update the customers uh for the second of the day. We want to make sure they're up to date um as to when to expect the crews to come out there. And, you know, that's just a very small synopsis of of pretty much how to effectively handle scheduling, dispatching.

David Reyes: The biggest problems that I've noticed with, with a lot of operators is, is properly not documenting uh, inventory and equipment. Um, as anyone who's been in the industry, especially in the house, good, um, goods area. Uh We always want to make sure, you know, the trucks typically have anywhere from 60 to 80 moving pads. Um, at least two hand trucks. Uh, one, do as well, uh anywhere from 6 to 10 straps on the truck and, and then anything as far as, um, um, additional paperwork, uh, any materials that we need for the job as well. Um So always making sure whenever we're giving out packing materials to the crew, uh, we're, we're actually, you know, documenting what we give out to the drivers and we always want to make sure that whatever comes back at the end of the day, anything that gets used, we want to make sure it is accurate and most importantly, being charged for it as well. So again, it just comes down to proper documentation.

David Reyes: Two major things uh to promote safety. Uh First and foremost is, is, you know, making sure the guys have comprehensive safety trainings, you know, especially when it comes to the drivers on the road. Um You know, the basics such as, you know, uh vehicle maintenance is going to be one of those, um you know, those pre chip and post chip inspections are going to be very important in case there's a situation where a driver gets into an incident that could have been prevented if, you know, a thorough inspection would have been done as well. Um Defensive driving, you know, it's going to be another point as well. Um And then incentivizing the, the drivers and the crews to make sure again when they're, you know, on the job, make sure everybody has each other's backs. Um You know, whether it's to, you know, proper lifting, um if it's raining, want to make sure the guys aren't rushing to get the job done just, you know, to get to the next job. So it's just a matter of fact, again, as I previously stated, uh slowest move smooth is fast and, you know, you know, you're gonna lessen, you know, damages and claims that way for sure.

David Reyes: I, I think one of the main reasons why uh I think 1776 should hire me is, you know, the actual expertise and, and, and background I already have in the movie industry itself. Um You know, I can obviously contribute to the logistics and the transportation and customer service aspect of it. Um adaptability. Um I could definitely quickly adapt to, you know, the specific needs of the company and challenges that come on a day to day basis. Uh You know, whether it's, you know, optimizing scheduling and dispatch, I know we're not here to recreate the wheel, but anything I can do to go ahead and, and, and make things more efficient and, and bring a whole new energy to the company as well, it's always going to be a fantastic opportunity to do for me and for the company as well. Uh You know, problem solving communication skills. I, I definitely do go ahead and pride myself on having fantastic uh relationships even to this. Uh even to this day, I still communicate with some of the guys I used to work with in the past and, you know, Apple would be a leader to them. Um And I've never liked the term of, of being a manager for me. So it's been about being a leader. So there's a very fine line distinction as to, you know, what those things entail. Um And most importantly, it is just that the work ethics and my dedication of quality um is always going to be second to none. Um At the end of the day, we're here to do a fantastic job, not only for the company, but most importantly for, for, for the customers themselves who, you know, we sold our services to them over the phone or we're happy and we just want to make sure again that, you know, we, we set the expectations as necessary. So definitely under promise and over deliver is going to be a major factor in making sure that again, every single day, we, we're just providing excellent customer service and, and just, you know, making sure the guys, you know, love what they do at the end of the day. It's, it's not only just a job, it can be a career for most of these guys and we just want to make sure everybody at the end of the day is, is, you know, they, they love what they do. Um And you know, that is just going to lead to uh you know, higher sense of quality on the day to day work for again the company and for the customer as well.