Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Carrie Fitzgibbons-Kelly

Saint Charles,MO

Summary

Dynamic Logistics Operations, Customer Experience, and Call Center Manager with over 20 years of experience in optimizing supply chain processes and enhancing operational efficiency. Demonstrated expertise in managing third-party transportation and last-mile deliveries while ensuring compliance with industry standards. Proven track record in call center management, focusing on service protocol development and customer satisfaction improvement. Adept at team leadership and fostering client relationships, utilizing data analysis and process improvement to drive business growth and long-term loyalty.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Operations Customer Experience Manager

Puppyspot LLC
Saint Charles, MO
03.2022 - 02.2025
  • Manage all third-party transportation companies involved in puppy delivery logistics
  • Oversee travel programming, including managing chaperones, site crew, and puppy care at a private airport hangar.
  • Supervise customer service representatives via Aircall for inbound and outbound communications.
  • Handle all legal paperwork and documentation related to puppy transportation, safety, and invoicing, and ensure compliance with all regulations.
  • Oversaw the development of training materials designed to educate team members on how best to provide excellent customer service.
  • Drove customer escalations to resolution by engaging directly with clients.

Senior Operations Manager

XPO Logistics
07.2019 - 02.2022
  • Oversaw last-mile logistics for key client accounts including Home Depot and IKEA through effective box truck management.
  • Coordinate deliveries while tracking driver performance to guarantee compliance and efficiency.
  • Collaborate with senior management to develop KPIs, build operating dashboards, and monitor performance metrics.
  • Serve as the liaison between Home Depot stores, contracted drivers, and customers to resolve issues, improve communication, and reduce delays.
  • Created and managed staff schedules.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.

Project Manager

Service Master Restore & Cleanup
Saint Charles, MO
11.2016 - 06.2019
  • Performed site evaluations to determine damage from catastrophic events such as fires, floods, and home decay.
  • Coordinated allocation of required resources such as contractors, materials, and equipment for timely restoration.
  • Managed coordination of personnel, equipment, and resources to support disaster restoration activities.

Manager Customer Service and Delivery Operations

Macy's / Famous Barr
Bridgeton, MO
06.1996 - 07.2016
  • Coordinated delivery workflows while ensuring seamless customer interactions in furniture logistics.
  • Directed, guided, and supervised warehouse personnel to maintain superior operations.
  • Implemented strategic solutions to optimize product handling.
  • Partnered with vendors and departments to streamline processes and drive cost reductions.
  • Managed team of 15 CSR staff to maintain optimal productivity.
  • Developed and implemented strategic plans to achieve company objectives.

Education

High School Diploma - General studies

Skills

  • Strong Leadership
  • Cross Docking
  • Customer Service
  • Detail-Oriented
  • First Mile Logistics
  • Aircall Auditing
  • Inbound Calls Management
  • Jira
  • Microsoft Excel & Outlook
  • Operations Management
  • Payroll Processing
  • PowerPoint
  • Six Sigma
  • Team Building
  • Third-Party Logistics (3PL)
  • Procedure Writing
  • Training Programs
  • Transportation Management Systems (TMS)
  • Warehouse Safety
  • Route Optimization
  • Performance Metrics Monitoring
  • Procurement Management

Certification

  • Forklift, 2021
  • Six Sigma, 2017

Timeline

Operations Customer Experience Manager

Puppyspot LLC
03.2022 - 02.2025

Senior Operations Manager

XPO Logistics
07.2019 - 02.2022

Project Manager

Service Master Restore & Cleanup
11.2016 - 06.2019

Manager Customer Service and Delivery Operations

Macy's / Famous Barr
06.1996 - 07.2016

High School Diploma - General studies

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Carrie Fitzgibbons-Kelly