Crystal Harris
Spring
Summary
Operations professional prepared to leverage extensive experience in operational management to enhance business performance. Expertise in developing and implementing process improvements while fostering collaborative environment to meet organizational goals. Reliable team player with focus on adaptability and achieving targeted results. Proficient in strategic planning and operational efficiency.
Overview
1
1
Certification
17
17
years of professional experience
Work History
Operations Manager
Metropolis
Houston, TX
06.2024 - Current
- Maintain & update all FMCSA and DOT compliance via: driver files, operating licenses, permits, MVR's, driver qualifications, physicals, medical cards, driver history, medical reports, certification of road tests, record of violations, driver's logs, alcohol and drug test notifications, safety performance past and present, etc.
- Manage the quality of work for all employees to ensure that all work tasks and assignments are performed efficiently, effectively, and as required.
- Manage shuttle operations in order to ensure that incoming customers are served efficiently and properly.
- Inspects grounds, facilities and equipment to ensure safe and proper working conditions and to determine necessity of repairs or maintenance. Initiates corrective actions as needed.
- Coordinates and manages routine maintenance projects as well as special projects related to facility improvements.
- Coordinates facility openings/closings and determines staffing requirements to accommodate work being done while ensuring desired service levels.
- Interacts with customers as needed to answer questions, investigate complaints/violations and resolve problems.
- Monitor and review all damage claims in order to assign responsibility for damages. Recommend and implement plans or programs to improve safety of operations to prevent the occurrence or reoccurrence of similar claims.
- Leads weekly phone calls/meetings with client to report on finances, operations and ongoing projects/strategies.
- Plan driver training and skill assessment to include on-boarding training and orientation, remedial training, and maintaining compliance with DOT and FMCSA regulations.
- Streamlined operational workflows to enhance efficiency and reduce turnaround times.
- Analyzed operational data to identify trends and inform decision-making processes.
- Developed training programs that improved employee onboarding and retention rates.
- Optimized resource allocation, ensuring maximum utilization of personnel and equipment.
- Facilitated communication between departments to ensure alignment on strategic priorities.
- Supervised operations staff 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.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and implemented strategies to maximize customer satisfaction.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Mentored junior staff, fostering skill development and improving team performance.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Assisted in recruiting, hiring and training of team members.
- Reduced operational risks while organizing data to forecast performance trends.
Assistant Operations Manager
Metropolis
Houston, TX
01.2024 - 06.2024
- Supervise the quality of work for all employees to ensure that all work tasks and assignments are performed efficiently, effectively, and as required.
- Ensure that proper shuttle operations, customer service and safety procedures are being followed by all employees.
- Monitor Smart Drive and provide Coaching on all Smart Drive violations.
- Provide refresher training after accidents and safety infractions.
- Supervise shuttle operations in order to ensure that incoming customers are served efficiently and properly.
- Oversaw daily operations, ensuring compliance with organizational policies and industry regulations.
- Collaborated with cross-functional teams to implement strategic initiatives that improved workflow coordination.
- Facilitated smooth transitions during periods of change by providing guidance and support to staff members affected by organizational restructuring or policy updates.
- Implemented feedback mechanisms to capture staff insights, enhancing decision-making processes within the team.
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Enhanced team efficiency by streamlining operational processes.
- Oversaw daily operations to ensure compliance with industry standards.
- Optimized workflow to meet tight deadlines, managing multiple project timelines.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Dispatch Supervisor
Bulldog Hauling Transport
Houston, TX
11.2020 - 02.2024
- Oversaw daily dispatch operations to ensure timely and efficient transportation of goods.
- Coordinated driver schedules and routes to optimize delivery performance.
- Managed communication between drivers, clients, and warehouse staff to resolve issues promptly.
- Implemented process improvements that enhanced operational efficiency and reduced delays.
- Trained new dispatch staff on systems and operational protocols for seamless integration.
- Monitored compliance with safety regulations and company policies in daily operations.
- Analyzed performance metrics to identify trends and recommend strategic adjustments.
- Led team meetings to discuss objectives, share updates, and motivate staff toward common goals.
- Supervised team of 15 employees and provided training focused on maximizing overall performance.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Created a positive work environment through open communication channels and fostering teamwork among staff members.
- Streamlined dispatch operations by implementing efficient scheduling and routing strategies.
- Organized regular staff meetings for information sharing purposes, addressing any issues or concerns raised by team members promptly and professionally.
- Implemented schedule and policy changes and collaborated with management to formulate new policies, procedures, and goals.
- Assisted in resolving conflicts between drivers or customers when necessary, employing diplomacy skills and ensuring the best possible outcomes for all parties involved.
- Collaborated closely with other departments within the organization to optimize workflow processes across teams.
- Ensured compliance with local, state, and federal regulations governing emergency response dispatch activities.
- Coordinated emergency responses, liaising with first responders and other agencies as required to ensure public safety.
- Improved customer satisfaction, maintaining timely communication with drivers and clients regarding updates or changes in delivery status.
- Evaluated and adjusted over 50 routes based on daily needs, available workers, traffic hazards, and weather conditions.
- Conducted regular audits on dispatcher call logs, identifying discrepancies and recommending corrective actions when necessary.
- Championed safety protocols within the dispatch department, conducting regular reviews of procedures and ensuring adherence to established guidelines at all times.
- Maintained strong relationships with vendors and contractors to ensure seamless service delivery during peak periods.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
- Tracked delivery progress to identify possible delays and provide real-time updates to customers.
- Oversaw route and condition of field units to manage daily schedule and maintain organized shifts.
Operations Supervisor
First Transit
Houston, TX
08.2015 - 11.2020
- Successfully managed day-to-day operations of a large team, providing guidance and leadership for safe and on time performance.
- Trained, coached and mentored drivers to foster a safe work environment.
- Implemented work processes and safety standards meeting regulatory requirements.
- Utilized problem-solving skills to resolve customer service issues quickly and efficiently.
- Evaluate driver behind the wheel performance
Bus Operator
First Transit
Houston, TX
07.2009 - 08.2015
- Pick up and drop off passengers at designated bus stops.
- Picks up supplies before starting scheduled and unscheduled work assignments.
- Inspects equipment such as, lights, doors, reflectors, tires and bus radio system for defects and make records of any defects on defect cards.
- Adhere to schedule and traffic rules and regulations.
- Maintain a clean interior of the bus and keep it fueled.
- Complies with local traffic regulations and company safety guidelines.
- Promotes safety awareness and follows safety procedures in an effort to reduce or eliminate accidents.
Education
Diploma - High School
Barbara Jordan
Houston, TX01.1999
Skills
- Samsara Tracking
- Drive Cam
- Smart Drive
- Passio
- Smartsheets
- Google Suites
- DOT rules and regulations
- Zonar
- Saucon
- ETA Systems
- Microsoft Office
- Excel
- Employee Leadership
- FMCSA regulations
- Problem-solving
- Team leadership
- Operations management
- Decision-making
- Employee relations and conflict resolution
- Planning and implementation
- Staff training
- Staff management
- Employee motivation
- MS office
- Strategic planning
- Risk management
- Forecasting and scheduling
- Performance reporting
- Budgeting and forecasting
Accomplishments
- Supervised team of 100 staff members.
- Identified overtime drivers and implemented scheduling and workforce-management strategies to reduce labor costs without compromising operational performance.
- Developed and coordinated driver remedial training, skill assessments, and ongoing compliance training.
- Strengthened employee performance through coaching, remedial training, safety training, accountability, and clearly defined performance expectations.
- Maintained strong DOT and FMCSA compliance by managing driver qualification files, medical certifications, MVRs, drug and alcohol testing, safety documentation, and required regulatory records.
Certification
Class B CDL
Timeline
Operations Manager
Metropolis
06.2024 - Current
Assistant Operations Manager
Metropolis
01.2024 - 06.2024
Dispatch Supervisor
Bulldog Hauling Transport
11.2020 - 02.2024
Operations Supervisor
First Transit
08.2015 - 11.2020
Bus Operator
First Transit
07.2009 - 08.2015
Diploma - High School
Barbara Jordan
Personal Information
Title: Operations Manager