Del W. Crawford
Conneaut,OH
Summary
HEAD OF CUSTOMER OPERATIONS | OPERATIONS & PROCESS IMPROVEMENT
Head of Customer Operations with over 15 years of experience in scaling teams and optimizing processes to enhance customer experience in logistics and service-driven environments. Demonstrated success in reducing turnaround times and improving on-time delivery while strengthening safety performance. Expertise in leveraging technology to achieve measurable operational results and drive efficiency. Committed to fostering a culture of continuous improvement and operational excellence.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Warehouse Logistics Manager
Cargo Logistics Network Worldwide
Shelby, NC
06.2023 - 06.2024
- Directed daily warehouse operations, supporting Shutterfly, Inc., using Extensiv 3PL software and PIT equipment.
- Improved receiving accuracy and order turnaround by 18.6% through Excel-based tracking and workflow changes.
- Redesigned warehouse layouts to increase storage capacity by 25% without expanding the environmental footprint.
- Maintained audit-ready facilities and consistently exceeded customer contract expectations.
Warehouse Supervisor
Polar Service Centers
Spartanburg, SC
04.2021 - 06.2023
- Coordinated service, repair, and outbound operations across departments.
- Reduced service and repair wait times by roughly 30%, cutting turnaround from 10 to 14 business days to 7 business days, achieving a 10-business-day total return cycle, including shipping.
- Maintained 98.4% on-time delivery through scheduling discipline, workload balancing, and utilizing QuickBooks Pro.
- Strengthened carrier and customer relationships to resolve issues quickly, and prevent delays.
Ship Dock Supervisor /Process Assistant
Amazon Fulfillment Center
Spartanburg, SC
07.2016 - 04.2021
- Supervised 40+ associates across 29 shipping doors and four departments in a high-volume environment.
- Maintained an average shipping rate of 111%.
- Managed staffing, training, and performance coaching using technology assets to assist in onboarding.
- Implemented process improvements and cross-training initiatives that increased throughput and flexibility.
- Reduced reported safety incidents by 35% annually through proactive coaching and compliance oversight.
Warehouse Operations Manager / Certified Plumber
Argenta T&C, Corp.
Drayton, SC
04.2008 - 11.2014
- Coordinated inventory, materials, and project logistics for new construction projects.
- Developed proficiency in QuickBooks Pro for job costing and invoicing, and Microsoft Outlook for customer and contractor communication.
Server /Head Bartender
Hospitality Industry
Spartanburg, SC
02.1998 - 03.2008
- Delivered high-level customer service in fast-paced environments, building communication and conflict-resolution skills foundational to leadership style.
Education
Bachelor of Science - Business Administration
Post University
Waterbury, CT05-2028
Skills
CORE COMPETENCIES
- Customer Operations & Service Delivery
- Process Improvement & Workflow Optimization
- Team Leadership & Training (40 Direct Reports)
- Staffing, Scheduling & Performance Management
- Inventory, Logistics & Vendor Coordination
- Safety, Quality & Compliance
- KPI Tracking, Reporting & Continuous Improvement
- Microsoft Excel, Outlook, PowerPoint, and Teams (Office 365)
- Extensiv (3PL), Oracle, NetSuite, SAP
- Amazon Fulfillment and Ship Dock Systems
- QuickBooks, ChatGPT, Gemini
- Microsoft Copilot, ChatGPT, Google Gemini
- Basic Python, GitHub, VS Code
Certification
- Certified Heavy Equipment Operator (Forklift / Reach-Truck / PIT)
- Certified journeyman plumber (Upstate South Carolina)
Accomplishments
- Received Safety Employee of the Month in October 2019
References
References available upon request.
Timeline
Warehouse Logistics Manager
Cargo Logistics Network Worldwide
06.2023 - 06.2024
Warehouse Supervisor
Polar Service Centers
04.2021 - 06.2023
Ship Dock Supervisor /Process Assistant
Amazon Fulfillment Center
07.2016 - 04.2021
Warehouse Operations Manager / Certified Plumber
Argenta T&C, Corp.
04.2008 - 11.2014
Server /Head Bartender
Hospitality Industry
02.1998 - 03.2008
Bachelor of Science - Business Administration
Post University