Adam Scott-Foshee
Lanham,MD
Summary
Proven leader with extensive experience at DHL Express, adept in enhancing customer satisfaction and streamlining operations. Excelled in analytical problem-solving and fostering teamwork, significantly improving KPIs and service ratings. Skilled in team leadership and multitasking, combining strategic thinking with hands-on experience to deliver impactful solutions and enhance customer experience and organizational performance.
Overview
17
17
years of professional experience
Work History
ICCC+ Champion
DHL Express
2024.01 - Current
- Trained Second callers to appropriately identify and improve on customer experience based on direct customer feedback loop.
- Assigned and monitored the area callback status, as well as assist in Close the Loop escalations
- Pulled and analyzed customer feedback data to identify trends and opportunities.
- Collaborated with the Area leadership to create and sustain process improvement plans based on current NPS scores for bottom performing stations as identified by NPS metrics.
Station Service Manager
DHL Express
2022.04 - Current
- Responsible for overall P&L for the DCA Service Center operations
- Project Management‐ Oversaw the DCA Office, Warehouse, and IT overhaul over the course of a 1.5 year timespan.
- Responsible for hiring, developing, coaching, and training a staff of 3 supervisors, who in turn manage a workforce of up to 8 union clerical agents.
- Conducted regular performance evaluations for team members, providing constructive feedback to promote professional growth.
- Work in conjunction with a service partner to service the greater DC metropolitan area, with a workforce of approximately 100 couriers and management staff.
- Analyze service reports to identify areas of improvement and worked in conjunction with the service partner to implemented strategies to increase KPI's and customer service satisfaction ratings.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Maintained all airport and regulatory compliance in regard to the safe, efficient and timely handling and transportation of all customer materials to the air node.
Station Service Manager
DHL Express
2018.05 - 2022.05
- Responsible for overall P&L for the BWI Service Center operations
- Project Management‐ Oversaw BWI building relocation plan. Successfully worked to open the new BWI and SBY facilities.
- Responsible for hiring, developing, coaching, and training a staff of 6 supervisors, who in turn manage a workforce of up to 6 union clerical agents, 50 Union couriers, and 20 Service Partner couriers.
- Conducted regular performance evaluations for team members, providing constructive feedback to promote professional growth
- Responsible for maintaining all airport and regulatory compliance in regard to safe, efficient and on time handling and loading and unloading and dispersal of freight to all downline stations.
- Analyze service reports to identify areas of improvement and worked in conjunction with the service partner to implemented strategies to increase KPI's and customer service satisfaction ratings.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
Lead Supervisor
DHL Express
2017.06 - 2018.05
- Responsible for liaising with the service partner and sales in an emerging market, to continue to service and develop the business in an emerging market.
- Responsible for a clerical workforce of 3, and a service partner workforce of approximately 25 couriers.
- Analyze service reports to identify areas of improvement and worked in conjunction with the service partner to implemented strategies to increase KPI's and customer service satisfaction ratings.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
AM/PM Field Service Supervisor
DHL Express
2015.06 - 2017.05
- Improved customer satisfaction levels with prompt response to service requests and effective problem resolution.
- Ensured compliance with company policies, industry regulations, and environmental standards through oversight of field activities.
- Established strong relationships with clients through DASC site visits (DASC initiative program)
- Responsible for developing, coaching, and training a staff of 2 clerical agents, 35 Union couriers, and approximately 20 Service Partner couriers.
- Responsible for maintaining all airport and regulatory compliance in regard to the safe, efficient and on time handling and loading and unloading and dispersal of freight to all downline stations.
- Analyze service reports to identify areas of improvement and worked in conjunction with the service partner to implemented strategies to increase KPI's and customer service satisfaction ratings.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
Full Time Supervisor/ Safety Specialist
UPS
2008.02 - 2014.02
- Continuously monitored workload distribution and adjusted assignments as needed to maintain optimal productivity levels among team members.
- Proactively identified potential bottlenecks in project timelines and implemented solutions to ensure deadlines were consistently met or exceeded.
- Maintained accurate payroll records, ensuring prompt and correct payment for all staff members.
- Conducted regular performance evaluations for team members, providing constructive feedback to promote professional growth.
- Safety committee Team Lead responsible for leading meetings, coordinating events, activities , and providing training for Twilight and Night Hubs at 2 separate facilities.
- Implemented New Employee Orientation Program responsible for providing under 90 day employees with resources and training to become successful and progress within company.
- Performed cover duties as needed in all areas of the operation.
Education
No Degree - Business Management /Computer Info Systems
University of The District of Columbia
Washington, DCSkills
- Customer Service Centric
- Analytical approach to problem resolution
- Teamwork and Collaboration
- Multitasking and Organization
Timeline
ICCC+ Champion
DHL Express
2024.01 - Current
Station Service Manager
DHL Express
2022.04 - Current
Station Service Manager
DHL Express
2018.05 - 2022.05
Lead Supervisor
DHL Express
2017.06 - 2018.05
AM/PM Field Service Supervisor
DHL Express
2015.06 - 2017.05
Full Time Supervisor/ Safety Specialist
UPS
2008.02 - 2014.02
No Degree - Business Management /Computer Info Systems
University of The District of Columbia
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