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Hi, Iām
Dawn Fetters
Operations Manager
Powell,OH
Fall seven times; stand up eight.
Japanese proverb
Work Preference
Summary
Dynamic Operations Manager with a proven track record at STG Logistics, excelling in process improvements and team leadership. Expert in performance monitoring and problem-solving, I empowered staff to enhance accountability, achieving significant reductions in turnaround times. Committed to fostering a collaborative environment, I developed training programs that elevated service efficiency and client satisfaction.
Overview
24
years of professional experience
Work History
STG Logistics
Operations Manager
05.2023 - Current
Job overview
- Oversaw daily operations to enhance workflow efficiency and optimize resource utilization.
- Developed and implemented process improvements, resulting in streamlined logistics and reduced turnaround times.
- Analyzed operational data to identify trends and drive strategic decision-making processes.
- Established performance metrics to monitor productivity and effectiveness across departments.
- 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. Reducing Empty Miles in the south east territory by 10%.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
STG Logistics
Senior Rail Compliance Analyst
01.2022 - 04.2023
Job overview
- Analyzed compliance data to identify regulatory gaps and recommend corrective actions.
- Developed training materials for staff on compliance policies and procedures.
- Collaborated with cross-functional teams for the successful implementation of new compliance initiatives.
- Served as a subject matter expert on compliance matters, providing guidance and support to colleagues across various departments.
- Assisted in the preparation of reports for senior management, outlining findings from investigations into suspected non-compliant activities.
STG Logistics
Customer Service Manager
08.2020 - 01.2022
Job overview
- Led customer service team to enhance response times and improve overall client satisfaction.
- Developed training programs for staff to increase product knowledge and service efficiency.
- Monitored service metrics, identifying trends and areas for improvement in customer support processes.
- Collaborated with operation teams to resolve shipping issues, ensuring timely pickups and deliveries for clients.
- Established best practices for handling escalated customer inquiries, reducing resolution times significantly. Reduced reporting errors by 30% in the first year.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
Manheim Auto Auction
Body Shop Lead and Estimator
06.2019 - 08.2020
Job overview
- Oversaw daily operations and workflow within shop environment to ensure efficiency and productivity. Managed weekly production of 110 units,
- Mentored and trained team members on best practices, safety protocols, and operational procedures.
- Implemented process improvements to enhance service delivery and reduce turnaround times.
- Coordinated inspections, repairs, and maintenance of vehicles to uphold quality standards.
- Managed inventory levels and ordered necessary parts to maintain optimal stock availability.
- Ensured compliance with safety regulations while maintaining a clean and organized workspace.
- Led team meetings, fostering open communication and collaboration among staff members for smoother operations.
XPO Logistics
Senior Customer Service Representative
01.2016 - 06.2019
Job overview
- Resolved customer inquiries and issues through effective communication and problem-solving techniques.
- Mentored junior staff on customer service best practices and company policies to enhance team performance.
- Improved service delivery processes by identifying inefficiencies and implementing strategic enhancements.
- Managed escalated customer interactions, ensuring timely resolution and maintaining high satisfaction levels.
- Managed over 500 loads per week, as well as cross border shipments.
DriveTime
Production Line Leader
04.2013 - 12.2015
Job overview
- Led daily operations on production line, ensuring efficient workflow and adherence to safety protocols.
- Trained new team members on equipment usage and standard operating procedures, enhancing productivity.
- Monitored quality control processes, identifying defects and implementing corrective actions promptly.
- Coordinated with cross-functional teams to streamline production schedules and meet project deadlines.
- Facilitated regular team meetings to discuss performance, resolve issues, and promote collaborative problem-solving.
- Prioritized employee safety to reduce incidents.
- Supervised production staff of 60.
Salon on Main
Licensed Nail Professional
01.2011 - 04.2013
Job overview
- Provided exceptional nail care services, ensuring client satisfaction and repeat business.
- Maintained cleanliness and organization of workstations, adhering to sanitation protocols.
- Educated clients on nail health and aftercare, enhancing their overall experience.
- Collaborated with team members to streamline service delivery and improve workflow efficiency.
- Managed Salon Social Media and PR, increasing salon traffic by 6%.
Fifth Third Bank
Customer Service Rep/Customer Service Manager
02.2002 - 03.2008
Job overview
- Led team of 15+ in achieving operational excellence through process improvements and staff development
- Developed and implemented strategic initiatives to enhance customer satisfaction and retention
- Oversaw daily banking operations, ensuring compliance with regulatory requirements and internal policies
- Spearheaded training programs to enhance employee skills and improve customer interactions
- Managed banking operations for smooth daily transactions, ensuring accuracy and compliance with regulations.
- Developed a loyal customer base through personalized service and tailored financial solutions.
- Developed and implemented compliance policies to ensure regulatory adherence across organizational operations.
- Conducted risk assessments to identify compliance vulnerabilities and recommend mitigation strategies. Increased internal audit scores from failing to highest in Columbus receiving an 87%.
Education
Northland High SchoolColumbus
High School Diploma
06-2000
University Overview
- Extracurricular Activities: Band Lead
- Professional Development: Teaching Academy Program
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Employee relations and conflict resolution
- Policies and procedures implementation
- Performance monitoring
- Staff development
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Operations Manager
STG Logistics
05.2023 - Current
Senior Rail Compliance Analyst
STG Logistics
01.2022 - 04.2023
Customer Service Manager
STG Logistics
08.2020 - 01.2022
Body Shop Lead and Estimator
Manheim Auto Auction
06.2019 - 08.2020
Senior Customer Service Representative
XPO Logistics
01.2016 - 06.2019
Production Line Leader
DriveTime
04.2013 - 12.2015
Licensed Nail Professional
Salon on Main
01.2011 - 04.2013
Customer Service Rep/Customer Service Manager
Fifth Third Bank
02.2002 - 03.2008
Northland High School
High School Diploma