Demetrius Stevens
Summary
Strategic operations and analytics professional with expertise in healthcare, education, retail, logistics, and community programs. Skilled in analyzing workflows, enhancing processes, and delivering reporting insights to drive data-informed decision-making. Background includes healthcare operations, project coordination, and cross-functional collaboration, translating complex data into actionable strategies to boost efficiency and service delivery.
Overview
17
17
years of professional experience
2
2
Certifications
Work History
Senior Customer Operations
Uber Freight
Chicago, Illinois
06.2021 - 03.2025
- Resolved 100–200 customer and carrier escalations per day, resulting in strong customer and carrier satisfaction, faster issue resolution, and increased load volume across assigned accounts.
- Maintained ~80% SLA performance in a high-volume environment, helping the team rank among the top performers in the department, and earning recognition from customers and account managers that led to additional account assignments.
- Owned scheduling and escalation execution for 10–15 enterprise customer accounts, ensuring on-time deliveries, account retention, and prevention of financial losses caused by missed deadlines or misrouted loads.
- Earned trust to handle the most complex and high-risk escalations due to operational accuracy, customer knowledge, supporting long-term customer relationships, and continued carrier participation with Uber Freight.
- Designed and implemented a standardized escalation reference guide used by the team to resolve recurring Zendesk issues, reducing ticket resolution time, improving SLA consistency, and enabling more organized case handling in a high-volume support environment.
- Trained and onboarded 10+ team members, including mentoring a team lead, accelerating ramp-up time, improving escalation accuracy, and supporting sustained performance on high-value customer accounts, processing hundreds of loads.
Delivery Driver
Future Vision
Chicago, Illinois
10.2019 - 06.2021
- Achieved 'Driver of the Month' by delivering the highest package volume with zero customer complaints, strengthening customer satisfaction, and positioning the company to receive additional delivery routes from Amazon.
- Delivered hundreds of XL packages independently during COVID staffing shortages, maintaining safety and on-time performance, while helping the company remain in good standing with Amazon, and sustain high route demand.
- Recognized as a high-performing driver, and assigned increasing daily package volumes and more frequent, complex downtown routes (2–3 per shift), supporting higher operational demand and service reliability.
- Executed a paid priority delivery despite a full GPS failure by coordinating directly with the customer and leveraging alternative navigation tools, ensuring on-time delivery, and preventing revenue loss.
- Onboarded and mentored multiple new drivers on routing tools, delivery standards, and customer service, accelerating ramp-up, and contributing to improved driver performance and advancement.
Warehouse Associate
Amazon
Joliet, Illinois
08.2017 - 06.2019
- Partnered with cross-functional team members to redesign sorting workflows during peak-volume shifts, eliminating bin overflow, and accelerating package flow to support on-time fulfillment.
- Cross-trained and consistently met department-specific SLAs across picking, sorting, and stowing operations, while adapting to varying performance standards and warehouse systems.
- Onboarded and instructed numerous new associates on workflow standards and SLA requirements, reducing errors, and improving ramp-up speed.
- Served as a flexible team member during understaffed and high-pressure shifts, enabling leadership to reallocate labor efficiently, and maintain a steady production flow.
Patient Coordinator
Compass Health Network
Columbia, MO
03.2017 - 07.2017
- Designed and implemented a patient triage workflow during daily peak intake periods, reducing front-office congestion, and improving patient flow.
- Collaborated with clinicians to streamline scheduling and pre-stage medications for recurring daily patients, improving throughput and reducing delays.
- Maintained and validated high volumes of patient and scheduling data daily, supporting care coordination, compliance, and a positive patient experience.
Cashier
Sam's Club
Columbia, Missouri
08.2014 - 03.2017
- Generated incremental revenue by enrolling 25 to 50 customers in Sam's Plus memberships, and managing high-volume renewals through effective customer engagement.
- Demonstrated operational flexibility by supporting multiple departments during peak business periods, improving workflow continuity, service coverage, and customer experience.
- Educated 15+ new cashiers on operational procedures and customer engagement, contributing to higher membership conversion rates, and customer satisfaction.
Clerical Assistant
University of Missouri
Columbia, Missouri
09.2012 - 05.2013
- Ensured smooth daily program operations by managing front-desk activity, responding to student, staff, and faculty inquiries, and maintaining accurate administrative records.
- Supported dozens of students daily by providing timely access to academic resources and clear information needed to complete coursework and projects.
- Reduced managerial workload by independently managing multiple administrative responsibilities typically handled by leadership, improving overall office efficiency and workflow.
Manager
Chicago Public Schools CPS
Chicago, Illinois
06.2008 - 08.2012
- Led the design and construction of 50+ playgrounds for Chicago Public Elementary Schools, delivering projects on time and within scope, while expanding access to safe recreational spaces for underserved communities.
- Recruited, interviewed, hired, and mentored high school students across multiple cohorts for construction and administrative roles, developing professional, presentation, and hands-on technical skills.
- Delivered multiple training workshops and company presentations, supporting workforce development, and improving hiring processes and project planning.
- Selected to the Leadership Council, a role reserved for top-performing managers, contributing to hiring, promotion, and team quality decisions, impacting program outcomes.
Education
Bachelor of Science - Health Science
University of Missouri
Columbia, Missouri, MO12-2016
Skills
Process improvement
Operation analysis
Workflow optimization
Performance metrics (KPIs)
Cross-functional collaboration
Microsoft Excel
Data analysis
Project coordination
Certification
Commercial Driver's License Class A
Timeline
Senior Customer Operations
Uber Freight
06.2021 - 03.2025
Delivery Driver
Future Vision
10.2019 - 06.2021
Warehouse Associate
Amazon
08.2017 - 06.2019
Patient Coordinator
Compass Health Network
03.2017 - 07.2017
Cashier
Sam's Club
08.2014 - 03.2017
Clerical Assistant
University of Missouri
09.2012 - 05.2013
Manager
Chicago Public Schools CPS
06.2008 - 08.2012
Bachelor of Science - Health Science
University of Missouri