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Work Background
FedExOperations Manager
May. 2024Marina del Rey, California, United StatesManaged operations including AM/PM sorts, on-road and administrative tasks, Saturday operations, holiday planning, and employing safety and service initiatives.
Spearheaded training and coaching to cultivate a high-performing team.
Applied safety protocols and quality-driven management practices to augment operational excellence.
Employed forward-thinking FedEx Express computer-based applications to strengthen processes and improve efficiency.
Concentrated on safety initiatives to lessen time lost, vehicle accidents, and legal exposure.
Heightened safety performance through training programs and execution of improved safety metrics, resulting in reduced workplace injuries and vehicle accidents.
Augmented team productivity by applying Quality Driven Management [QDM] principles and the BCSA/Operations Control Compliance process.
Enhanced pick-up reliability and delivery performance metrics.
Increased customer satisfaction rates by redefining customer service protocols and by piloting regular one-on-one sessions with team members.
Elevated SAA reporting processes to reduce administrative time and increase data accuracy.
Leader in developing the FRO/FORGE plan and spearheaded the training of peers and employees in converting from Road to the new system.
Best Yet Express, Inc.Operations Manager
Jan. 2023 - Aug. 2023Gardena, California, United StatesAs an Operations Manager, I was able to lead from the front, enhancing strategic planning and operational efficiency that not only boosted our revenue but also our team's spirit. From overseeing everything from facility to fleet management, and from scheduling to customer service, we streamlined our operations to deliver better services. Innovating standard procedures in billing, accounting, and dispatch led us to significant cost savings and smoother processes. Training and guiding new talents into becoming key players in surpassing our goals was truly rewarding.
My Key Contributions for this role:
• Played crucial role in driving revenue growth, managing to elevate daily revenue from $11K to $28K, which resulted in threefold increase in monthly revenue for logistics division, solidifying company's financial performance and industry standing.
• Secured new partnerships and nurtured existing client relationships, catalyzing 150% increase in daily revenue within six-month period, expanding company's market presence and financial stability.
• Revitalized operational proficiency by redefining employee roles and championing implementation of SOPs across various departments, resulting in improved workflow and increased operational effectiveness.
• Identified and leveraged opportunities for cost reduction and service quality enhancement, implementing best practices that led to significant savings and improved customer satisfaction.
FedExDispatch Manager
Oct. 2018 - Jan. 2023Los Angeles, California, United StatesIn my time as Dispatch Manager, I had the opportunity to lead a diverse team, making our daily grind more efficient and adaptable. This not only improved our team's quick response to changes but also lifted our customer satisfaction rates. Holiday planning became a breeze with our tight-knit collaboration across departments, ensuring flawless execution of complex schedules. By keeping a close eye on courier activities, we managed to enhance our dispatch functions, making faster deliveries and better service our standard.
My Key Contributions for this role:
• Improved dispatch team performance by providing individual-centric training sessions, resulting in enhanced operational efficiency and team skill enhancement.
• Contributed to LA market council by troubleshooting logistical issues, significantly reducing resolution times for market-wide and individual customer concerns.
• Ensured accuracy of operational plans, leading to smoother transitions and increased productivity between stations and ramps.
• Built and maintained collaborative relations with sales and internal partners to develop, implement, and evaluate solutions, which played key role in maintaining high customer retention rates.
• Successfully tackled significant challenges associated with implementation of key initiatives, establishing model for nationwide rollouts of projects like ESTAR and Drive, setting benchmark for operational excellence and innovation across network.
• Optimized decision-making process by developing comprehensive reports for managing directors and senior managers, which informed strategic decisions and improved operational outcomes.
FedEx ExpressCourier
Jul. 2012 - Nov. 2013Marina del Rey, California, United StatesWorking as a Courier, I took charge of clerical duties, ensuring our record-keeping was spot-on and our administrative processes ran smoothly. This attention to detail significantly cut down on clerical errors, streamlining our operations further.
My Key Contributions for this role:
• Streamlined freight delivery and pickup operations, significantly improving workflow efficiency and minimizing turnaround times, leading to enhanced customer satisfaction.
• Enhanced delivery performance through active involvement in morning sort, route organization, freight delivery, and collection activities, improving on-time delivery rates.
FedEx Express SSIA, QFEAOperations Manager
Feb. 2005 - Jun. 2012Atlanta, Georgia, United StatesAs Operations Manager for QFEA & SSIA, establishing a robust compliance framework was my cornerstone, leading to stellar audit results and maintaining a perfect compliance record. By focusing on service excellence, boosting productivity, executing corporate strategies, and supporting our team's goals, we saw a remarkable increase in overall productivity.
My Key Contributions for this role:
• Led workforce management for team of 220 employees, managing weekly schedules, daily assignments, and vacation bids to foster well-coordinated and driven workforce, evidenced by improved employee engagement.
• Ensured smooth operations by strategically managing priorities, such as route coverage and optimizing morning and evening sorting processes, enhancing operational efficiency.
FedEx ExpressDispatcher
Jan. 2000 - Dec. 2005Directed comprehensive on-road operations ensuring efficient route planning and execution through data analytics utilization that identified optimization opportunities and maximized coverage while minimizing operational downtime. Developed and implemented strategic holiday planning frameworks that maintained peak service delivery standards during high-demand operational periods and ensured customer satisfaction continuity. Managed real-time operational challenges including incident response, vehicle maintenance coordination, and accident management that minimized service disruptions while maintaining operational efficiency standards. Monitored performance indicators and route optimization metrics while generating comprehensive operational reports that provided leadership insights and recommendations for enhanced service delivery.
FedEx ExpressCustomer Service Specialist
Jan. 1998 - Dec. 2000Processed high-volume customer inquiries and complaint resolution through multi-system troubleshooting that achieved successful outcomes and maintained customer satisfaction standards. Developed and implemented comprehensive new hire training programs covering product knowledge, customer service protocols, and system operations that improved employee competency and performance. Created trainee progress monitoring systems that identified improvement areas and provided ongoing support through coaching and issue resolution that enhanced new employee success rates. Established tracking methodologies for training effectiveness measurement and continuous improvement that optimized onboarding processes and reduced time-to-competency for new hires.
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