David Zetino
Frederick,MD
Summary
Goal-oriented Field Operations Manager successful at budget administration, compliance and work planning. Exceptional skills in resolving conflicts, facilitating communication and managing projects. Looking to bring 21 years of experience to long-term position with career advancement potential.
Overview
22
22
years of professional experience
Work History
Field Operations Manager
FIDELITONE
Wauconda, IL
06.2016 - 01.2024
- 2016 to 2020 I held the position of General Manger in charge of a high-end furniture account (Restoration Hardware).
- Responsible for a staff of 4 overseeing 16 delivery teams (Independent contractors). Managing Deliveries included maintaining allocations for scheduling; as well as routing of local and overnight runs.
- home delivery claims were process locally to insure efficiency while managing cost effectively.
- Conducted periodic on the road assessment and training of delivery teams as well as quarterly business reviews with ICs.
- Held daily standup meetings (English and Spanish) reviewing driver metrics. In addition we discussed delivery failures and celebrated successes/accolades.
- Maintained a balanced P&L by closely monitoring labor, IC expense and hub supplies.
- 2020 to 2024 promoted to Field Ops Manager, Working alongside 4 regional managers overseeing 12 locations (2 wall and 4 wall), with a yearly budget of 44 million.
- As Field Ops Manager I was directly involved in the startup of 4 locations, Nashville, St Louis, Detroit and Virginia Beach. Budgets ranging from 12 million to 4 million.
- During my tenure as Field Ops manager I worked closely with new GMs, DMs and WMs. Overseeing training as well as Maintained current knowledge of industry standards.
- Conducted regular staff meetings to ensure efficient workflow and compliance with safety regulations.
- Developed and monitored field operations budget, ensuring that financial goals were met.
- Ensured effective communication between field personnel and corporate office.
- Assessed operational performance of field employees and provided feedback for improvement.
- Implemented best practices in order to maximize efficiency of operations.
- Coordinated the implementation of new policies, procedures, and processes across all field locations.
- Resolved customer complaints related to products or services delivered by the company's field operations team.
- Organized training sessions for new hires in order to ensure they are properly prepared for their roles.
- Recruited, hired, trained, managed, evaluated, coached, disciplined, and terminated staff members as necessary.
- Oversaw day-to-day activities at multiple locations while maintaining consistent quality control standards.
- Reviewed existing contracts and agreements related to external vendors providing goods or services used by the company's field operations team.
- Engaged with customers onsite in order to gain better insight into their needs and expectations from our services.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
Senior Delivery Coordinator
Joseph Cory Holdings
Secaucus, NJ
10.2007 - 05.2016
- As Senior Delivery Coordinator I managed a 15 truck account, providing white glove delivery service for Crate&Barrel furniture.
- Worked closely with 3rd party independent contractors who were responsible for providing their own truck, insurance and delivery crew.
- Supervised office staff responsible for scheduling, dispatching and processing of home delivery claims.
- Conducted periodic on the road assessment and training of delivery teams.
- Provided guidance to team members in the development of project deliverables and ensured quality standards were met.
- Communicated updates to senior management on progress against timelines and milestones.
- Ensured compliance with all relevant regulations during the delivery process.
- Assessed customer needs and expectations throughout the delivery cycle in order to exceed customer satisfaction levels.
- Analyzed data from previous deliveries in order to identify areas for improvement.
- Developed training materials for new hires on best practices related to delivery management.
- Maintained positive relationships with clients to meet deadlines for service delivery.
- Coached delivery teams to take accountability for delivery, risk and issue management.
- Coordinated with customers to plan efficient or special deliveries.
- Inspected deliveries for improper preparation and resolved concerns quickly to maintain schedules.
- Tracked service metrics, managing budgets and troubleshooting technical issues.
- Optimized profitability by recruiting, training and managing top talent to enhance sales delivery for products and carriers.
- Managed day-to-day logistics operations, monitoring incoming shipment and overseeing accuracy of next day's scheduled deliveries.
- Implemented and planned warehouse safety and security programs and activities.
Assistant General Manager
Hays Home Delivery Services
Manassas, VA
06.2002 - 02.2007
- As the Assistant General Manager I Helped manage a 40 truck account delivering appliances for Sears located in Dulles VA.
- During my tenure we grew the account from 27 to 40 delivery teams.
- Managed daily operations including scheduling and routing.
- Ensured that customer service standards were met or exceeded at all times.
- Conducted regular performance evaluations for employees to ensure quality standards were maintained.
- Identified opportunities for cost savings and operational efficiency improvements.
- Implemented safety protocols to protect both customers and employees from potential hazards.
- Collaborated with other departments within the organization to coordinate projects.
- Assisted in the recruitment process by conducting interviews with prospective candidates.
- Performed administrative tasks such as filing paperwork, preparing documents.
- Disciplined and maintained staff to deliver hospitable, professional service reflecting business initiatives.
- Prepared staff work schedules and assigned team members to specific duties.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Education
Associate of Arts - Architectural And Building Sciences
NVCC
Alexandria, VA05.1993
Skills
- Staff Recruitment
- Schedule Oversight
- Administrative Oversight
- Service Delivery Management
- Contractor Management
- KPI Tracking
- Performance Improvement
- Quality Assurance
- Customer Service
- Financial Management
- Logistics
- Budgeting and Cost Control
- Decision-Making
- Revenue Growth
- Inventory Tracking and Management
- Operations Oversight
- Cost Reduction
- Budget Control
- Employee Motivation
Affiliations
- Passion for travel and fit oriented activities like hiking, cycling and paddleboarding.
References
References available upon request.
Timeline
Field Operations Manager
FIDELITONE
06.2016 - 01.2024
Senior Delivery Coordinator
Joseph Cory Holdings
10.2007 - 05.2016
Assistant General Manager
Hays Home Delivery Services
06.2002 - 02.2007
Associate of Arts - Architectural And Building Sciences
NVCC