Ana L Nunez
Melrose Park,IL
Summary
Accomplished Operations Manager with a proven track record at RXO Logistics, enhancing customer satisfaction and streamlining operations for efficiency. Expert in route optimization and mentoring, I've led teams to exceed financial targets through innovative strategies and effective personnel training. Skilled in customer retention and service, my leadership fosters professional growth and operational excellence. Seasoned Operations Manager and talented leader with 18 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
18
18
years of professional experience
Work History
Operations Manager
RXO Logistics
11.2006 - Current
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Streamlined operational processes by implementing efficient workflow management strategies.
- Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
- Coordinated dispatching of 20+ teams to accomplish daily delivery requirements.
- Managed logistics budgets and forecasting to achieve cost-effective operations.
- Monitored logistics performance and identified improvement opportunities.
Call Center General Manager
RXO Logistics
11.2010 - 01.2014
- Established and oversaw performance targets for call center associates.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Implemented innovative service strategies to improve customer experience and engagement.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
Education
High School Diploma -
Wells Academy
Chicago, ILSkills
- P&L Management
- Financial Management
- Process Improvement
- Contractor relations
- Client Relations
- Operations Management
- Recruiting
Accomplishments
- Collaborated with team of 10 + in the development of Project Longhorn.
Languages
Spanish
Native or Bilingual
Timeline
Call Center General Manager
RXO Logistics
11.2010 - 01.2014
Operations Manager
RXO Logistics
11.2006 - Current
High School Diploma -
Wells Academy