Hi, I’m
ALICIA MULKEY
Athens,AL
Summary
Highly skilled and process-driven manager with expertise in production, scheduling, training, quality control, inventory, audit, logistics, and financial management. Known for building strong relationships and motivating a diverse group of individuals. Enthusiastic manager who excels at fostering teamwork and achieving exceptional results. Proven track record of success. Dedicated to driving operational efficiency and delivering outstanding performance.
Overview
20
years of professional experience
Work History
Target Distribution Center
Operations Manager
09.2024 - 10.2025
Job overview
- Managed daily operations for a 46-person OB team, consistently achieving high compliance rates with company policies while optimizing workflow efficiency and productivity.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Improved operational efficiency, leading to a 68% rise in team output in one quarter through the usage of Splunk on an hourly basis.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits via Workday and Workforce Management Systems.
Fedex Ground
Assistant Senior Manager
12.2022 - 09.2024
Job overview
- Oversaw 45+ per shift personnel including operations supervisors, utilizing hands-on leadership to streamline workflows and implement a positive feedback loop, directly leading to improvements in both team output and employee satisfaction.
- Improved team performance by providing comprehensive training and fostering a collaborative work environment.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Mentored junior staff members for skill development and career progression within the organization.
- Evaluated hiring, firing, and promotions requests.
- Ordered new equipment and inventory and scheduled repairs for damaged equipment.
- Drove adoption of new technology solutions, modernizing operations and improving operational efficiency.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Manages and oversees employee relations issues on all three shifts, ensures training compliance is up to date and works to reduce employee turnover. Reduced turnover by 130% YoY through enhanced engagement.
- Responsible for on-time deliveries, productivity levels, safety standards and facility upkeep. The facility ranked top 5 in the District in FY24 with the help of my leadership by focusing on service, driving the customer experience, improving overall productivity, and reducing injuries within the workplace.
- Focuses on the execution of performance standards, goals, measures, and takes corrective action and reports results as appropriate. Met with teams on a daily / weekly basis as needed to report discrepancies on performance. When goals are not met direct reports are documented and given corrective actions and follow ups until goals are met consecutively. A main focus item is company equipment (wearable scanners, scan engines, printers, etc.) under my direct supervision, the facility saw a reduction in lost / damaged equipment improving overall health score by 6% and savings of over $30K.
- Verifies that the facility is in compliance with business controls and oversees the development of action plans to address deficiencies found during business control self audit (BCSA). The facility had fewer deficiencies FY24 and scoring 99% on a corporate audit.
- Responsible for hiring, terminations, coaching, skills development, recognition and rewards, performance evaluation and management, discipline, addressing employee concerns and staff productivity.
- Ensures the sort is running in accordance with established safety, quality and service standards. Reduced injuries on all sorts through enhanced safety committee meetings by sitting in and listening to package handler concerns and addressing them immediately. The facility was recognized with the Safety Of The Year Award for the entire region.
- Responsible for assigning and managing employees within quality assurance to ensure the safe and efficient sortation of packages through the facility, minimizing operational cost and maximizing operational quality, including the movement, tracking and administration of trailers (in conjunction with the linehaul department as applicable). Upon my arrival, I found the QA within the facility lacked tools to properly complete job functions. I organized areas to help improve efficiency, morale, and overall safety of the QA team.
- Analyzes operational performance through direct observation, interpretation of reports and collaboration with others. Focused on reports to help reduce missing / damaged packages. Worked with pick up and delivery as well as customer service to solve any delivery issues.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives, such as rollouts of Power BI.
Fedex Ground
Sort Manager
10.2019 - 12.2022
Job overview
- Provided strategic oversight to 8 operations supervisors and 60+ dock personnel, implementing new workflow optimization techniques that guaranteed timely task completion and upheld rigorous quality standards.
- Engineered preload docks to determining sort's strategic goals and ensure quality, service, cost and productivity goals are achieved. Analyzed the flow of packages for each van line to determine what is best for ISPs (independent service providers). By doing so, it helped not only package handlers load packages timely but also ensured drivers a quality load and timely dispatch. Before my leadership on the dock, preload sort was dispatching between 9am and 9:30 am, once I was able to establish better engineering and start times, the dispatch times were consecutively between 7:30am and 8am, thus improving overall morale and productivity.
- Analyzed operational data to identify trends and implement process improvements, increasing overall productivity.
- Reduced overtime costs by optimizing staff scheduling and resource allocation for peak periods.
- Established clear lines of communication within the team, fostering a collaborative work environment that prioritized problem-solving and efficiency.
- Enhanced employee morale through recognition programs and incentive structures that rewarded top performers.
- Streamlined sorting processes by implementing new software and technology, enhancing efficiency and accuracy.
- Oversaw equipment maintenance schedules, reducing downtime due to breakdowns or malfunctions.
- Developed training programs for new employees, resulting in faster onboarding and higher employee retention rates.
- Followed company policies and procedures to produce consistent work results.
- Maintained cleanliness and order of conveyor belt and sorting line areas to reduce safety risks.
- Followed safety procedures and used protective gear to prevent injury and maintain safe working environment.
- Tracked production and quality control systems to proactively identify deficiencies.
- Preload dock during my time as a sort manager saw changes in morale. Under my leadership, preload dock ran smoother with less issues. Improved one on one mentoring by scheduling time for package handlers and operations managers. The sort saw a decrease in turnover and an increase in productivity.
Fedex Ground
Operations Manager II
02.2018 - 10.2019
Job overview
- Supervised 15 operations staff members and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Facilitated smooth collaboration between departments through clear communication channels.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Responsible for assigning and managing employees within quality assurance to ensure the safe and efficient sortation of packages through the facility, minimizing operational cost and maximizing operational quality, including the movement, tracking and administration of trailers (in conjunction with the linehaul department as applicable). Upon my arrival, it was discovered the QA within the facility lacked tools to properly complete job functions. I organized areas to help improve efficiency, morale, and overall safety of the QA team.
- Analyzes operational performance through direct observation, interpretation of reports and collaboration with others. Worked with pick up and delivery as well as customer service to solve any delivery issues.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs, such as focused on reports to help reduce missing / damaged packages, a savings of over $60K YoY.
Fedex Ground
Customer Pickup Coordinator
10.2016 - 02.2018
Job overview
- Communicates with various internal and external resources, responding to requests and issues to ensure a positive pickup experience and improved service quality index (SQI).
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Monitors customer service requests related to on-road package status and coordinates customer communication to IC/ISP business contact/driver for notification and response.
- Investigates calls regarding customer-perceived missed pickups and facilitates resolution.
- Surveys new shippers regarding first scheduled pickup experience and follows up with appropriate departments as necessary to ensure expectations are met.
- Visits assigned station(s) to establish and build professional relationships and review opportunities to improve the customer and pickup experience.
- Managed vendor relationships to secure best quality of services and products for organizational needs.
- Improved location performance and district ranking by engaging closely with cross-functional stakeholders, moving the Orlando, FL office from 16th to 3rd place in just one year.
Fedex Ground
Sr. Operations Administrator
04.2013 - 10.2016
Job overview
- Provides clerical support to various management and operational functions, including, but not limited to, photocopying, filing, faxing, emailing and answering telephone calls.
- Reviews, researches and/or enters data in various systems to support respective functional areas.
- Compiles data and provides business objects reports to management for review and determination.
- Supports ability for timely delivery and mitigates loss and damage by performing address searches/corrections through various sources and ensuring packages are in good condition for the customer.
- Prioritizes workflow to maximize the number of packages that can be resolved and sent out for delivery in the same day.
Fedex Office
Business Center Manager
11.2005 - 03.2013
Job overview
- Exceeded company objectives by achieving a 30% YoY increase in sales within the Center, while simultaneously increasing the Center's average customer satisfaction score from 90% to 98%, ranking the center in the top 5 in the region.
- Hiring of all team members and monitoring new hire orientation procedures.
- Managed daily operations for a successful business center, ensuring smooth workflow and timely completion of tasks.
- Training and evaluating the efficiency and productivity of team members by establishing performance standards and objectives; conducting regular Operations Reviews and Performance Appraisals and making recommendations for wage increases and promotions, when applicable; ensuring execution on all people related initiatives.
- Created a positive work culture that fostered employee engagement, motivation, and job satisfaction resulting in lower turnover rates.
- Conducted regular staff meetings for effective communication, fostering team cohesion and improved performance.
- Ensuring a positive customer experience, scoring 100% on VoC (voice of the customer) calls.
- Ensure the maintenance of fiscal reporting procedures within center, including accounts receivable, inventory reports, daily sales recaps, and daily bank deposits in full compliance with established company policies.
- Monitor and direct marketing activities within center to achieve pre-established sales objectives including monthly marketing calendars, media advertising, specialized sales, in- store signage.
Education
Andrew CollegeCuthbert, GA
Associate of Arts from Photography
01.1994
Skills
- Logistics
- Supply Chain
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Cross-functional communication
- Customer relations specialist
- Building and facility management
- Process improvement strategies
Timeline
Operations Manager
Target Distribution Center
09.2024 - 10.2025
Assistant Senior Manager
Fedex Ground
12.2022 - 09.2024
Sort Manager
Fedex Ground
10.2019 - 12.2022
Operations Manager II
Fedex Ground
02.2018 - 10.2019
Customer Pickup Coordinator
Fedex Ground
10.2016 - 02.2018
Sr. Operations Administrator
Fedex Ground
04.2013 - 10.2016
Business Center Manager
Fedex Office
11.2005 - 03.2013
Andrew College
Associate of Arts from Photography
References
Available upon request.
Personal Information
- Date of Birth: 06/29/73
- Nationality: Asian American