Danielle Naden
DesMoines
Summary
Dynamic Operations Manager with a proven track record at Mv Transportation Inc., excelling in team leadership and customer service. Enhanced operational efficiency and safety protocols, significantly reducing workplace accidents. Skilled in performance monitoring and conflict resolution, I foster collaboration and accountability among staff, driving exceptional service delivery and client satisfaction.
Knowledgeable with solid foundation in optimizing operational processes and driving efficiency improvements. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence.
Overview
12
12
years of professional experience
Work History
Operations Manager
Mv Transportation Inc.
10.2020 - 04.2025
- Supervised operations staff of over 300 employees and kept employees compliant with company policies and procedures at 3 locations.
- Oversee Road Supervisor team and Window Dispatch team to ensure routes pull out on time.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Facilitated smooth collaboration between departments through clear communication channels.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Effectively manage on-time performance and driver availability.
- Effectively work in collaboration with all call center functions.
- Effectively manage customer relations through both direct contact and outreach programs.
- Identify, select, train and mentor location staff.
- Effectively and frequently communicate with location staff and support team members.
- Assist in overseeing safety and training programs, plans and processes to ensure compliance with company, contract and regulatory requirements.
- Contributes to maintain the safety culture of the division.
- Maintain client contact routinely to meet or exceed expectations.
- Daily, weekly and monthly review of key operational metrics.
- Implement, promote and adhere to company policies and procedures.
- Participates in location labor and employee relations activities.
Road Supervisor
Mv Transportation Inc.
02.2018 - 10.2020
- Established positive rapport with team members through open communication channels, fostering an environment of teamwork and collaboration among staff members.
- Collaborated with other supervisors to ensure consistent communication and adherence to company policies and procedures.
- Assist in coverage with window dispatch to ensure drivers receive manifests, keys and pull out on time to ensure effective on time performance is met per the contract.
- Evaluated employee performance regularly, providing constructive feedback for improvement as well as recognizing outstanding contributions.
- Cultivated a strong sense of accountability among team members by setting clear expectations for job performance.
- Improved road safety by conducting regular inspections and identifying areas requiring maintenance or repair.
- Maintained up-to-date knowledge of industry trends, incorporating best practices into daily operations where feasible.
- Participated in professional development opportunities, building new skills and staying current with industry advancements.
- Conduct site checks and road observations according to client and local policy. Document findings accordingly and provide necessary reports to project staff.
- Conduct wheelchair securement and vehicle cleanliness checks on in service vehicles.
- Monitor street operations for on-time performance and schedule and route adherence.
- Provide customer information for site personnel and at key locations.
- Respond to accidents and incidents assisting to manage the situation as well as collecting all required information, assist dispatch and operations staff in resuming service levels according to contract specifications and minimizing passenger disruptions.
- Accompany operators to medical facilities as required after accident or injury, ensure proper administration of post-accident drug and alcohol testing.
- Fill vacant shifts as necessary to ensure full service delivery.
- Conduct gate checks at pull-out or pull-in times ensuring on-time service and proper completion of necessary paperwork including manifests and pre- and post-trip inspections.
- Identify potential rerouting required as a result of traffic, construction or accident situations.
- Ensure that all operators are fit for duty, meet uniform and equipment standards and are in possession of proper licensing and certifications.
- Assist operators with service or passenger problems.
- Assist dispatch and maintenance staff with vehicle change outs that occur in the field.
- Provide feedback to safety and operations departments on service items that affect safety and performance, identify potential safety hazards and provide feedback to be incorporated into daily operations procedures.
- Assist in determination of preventability of accidents and incidents and make recommendations for future training based on individual events or on system trends.
- Accurately document all field observations and ensure file maintenance.
Driver
Mv Transportation Inc.
10.2016 - 02.2018
- Followed all relevant traffic laws and safety regulations.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Achieved safe driving records by consistently following traffic rules and regulations.
- Delivered clients on time and safely to their scheduled destinations.
- Maintained professional and friendly demeanor during route to uphold company reputation.
- Followed proper safety procedures and protocols while loading, unloading client and operating vehicles.
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Communicated with dispatchers and other personnel to coordinate transportation schedules.
- Communicated with passengers to provide information and assistance for excellent customer service and positive experiences.
- Maintained accurate manifest records, ensuring all clients were picked up and dropped off in a timely manner.
- Collaborated effectively with dispatchers, ensuring efficient communication for route planning and adjustments.
- Contributed to team meetings with feedback on route efficiencies and safety, driving continuous improvement.
CNA
A & B Home Care
05.2013 - 10.2016
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
- Reduced patient stress levels through effective communication and active listening skills.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
Education
Bachelor of Science - Criminal Justice
Crown College
Tacoma, WA06-2004
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Decision-making
- Operations monitoring
- Employee relations and conflict resolution
- Staff training
- Planning and implementation
- Policies and procedures implementation
- Performance monitoring
- Employee motivation
- Customer relationship management
- Maintaining compliance
- Client relations
- Superb time management skills
- Delegation
- KPI tracking
- Conflict mediation
Timeline
Operations Manager
Mv Transportation Inc.
10.2020 - 04.2025
Road Supervisor
Mv Transportation Inc.
02.2018 - 10.2020
Driver
Mv Transportation Inc.
10.2016 - 02.2018
CNA
A & B Home Care
05.2013 - 10.2016
Bachelor of Science - Criminal Justice
Crown College