Endurance athlete, trained for and completed two Ironman Half Triathlons
Active hiker and sailor
Dena Clements
Honolulu
Summary
Dynamic Senior Operations Instructor with extensive experience at FedEx, recognized for solution based contributions and enhancing team performance. Proven leadership in management, regulatory training and optimizing technology for increased engagement. Certified instructor with strong communication skills, adept at managing diverse teams and achieving high satisfaction scores. Committed to safety and FedEx best practices.
Overview
36
36
years of professional experience
Work History
Senior Operations Instructor
FedEx
Honolulu, HI
04.2005 - Current
- Host varied employee functions considering diverse populations and levels of leadership. Successfully setting the tone for collaborative, productive teams, communication and solutions.
- Facilitate regulatory (DOT, FAA, IATA, OSHA) and non-regulatory classes, complete paperwork accurately and timely .
- Work closely with Surface and Air management to determine effective class schedules to meet operational need.
- Travel extensively throughout the Western Region to stations and ramps maintaining favorable relationships with management, admin and staff.
- Promote safety, professionalism and industry best practices through example.
- Participate in professional development opportunities, including membership with ADT (Association for Talent Development), local Toastmasters and Improv classes.
- Optimize current technology by offering ZOOM classes and Webinars thereby increasing student capacity. Demonstrate new functions of scanning device using presentation software.
- Schedule travel, classes and HDDI utilization to ensure a reduction in unnecessary spending and budget efficiency.
Operations Manager
FedEx Express
Irvine, CA
01.2003 - 04.2005
- Directly responsible for operations and financial management of 14 stand alone FedEx Service Center offices, resource management, security and support.
- Hired, trained and scheduled several teams of Customer Service Agents and handlers through the acquisition of FedEx Office.
- Effectively managed all promotions,sales, goals and objectives
- Led cross-OpCo teams to effectively transition operations from Kinko's to FedEx Office.
- Developed and executed strategic, timely staffing, training and closing of multiple FedEx Business Service Centers.
- Managed 14 facilities and up to 50 employees while also utilizing a Temporary Staff Agency.
- Coordinated with Memphis HR to transition So Cal Service Agents to bid for station positions, FedEx Office positions, retirements and resignations.
- Acquired crisis management skills through staff shortages, employee transition needs and multiple leadership changes throughout the transition process.
- Counseled multiple employees on career development, face to face customer service skills and managing change.
- Received two SFA scores above 97%.
Courier
FedEx Express
Irvine, CA
02.2001 - 01.2003
- Performed daily delivery and pick up routes, optimizing efficiency and timeliness.
- Trained new couriers on delivery protocols and customer service standards.
- Participated in multiple leadership opportunities at the station including fund raisers, family days, courier appreciation, safety and lead-on sales initiative and LEAP management preparation.
Customer Service Agent
FedEx Express
Anaheim, CA
09.1991 - 02.2001
- Processed International and domestic packages accurately at Business Service Centers, Station front counters and Drive Through locations.
- Teamed with local station couriers for timely transportation of freight to airport.
- Trained new staff on company policies, procedures, and customer service best practices.
Courier
FedEx Express
Irvine, CA
12.1989 - 09.1991
- Managed timely deliveries and pick ups while adhering to safety protocols and company policies.
- Participated in the HUT Highly Utilized Transport program.
- Optimized delivery routes using Thomas Brothers Map books.
Education
Bachelor of Arts - Parks And Recreation Management
California State University Long Beach
Long Beach CA05-1994
Skills
- Effective communication skills
- Engaging presentations
- Proven leadership
- Self directed
- Certified Smith System instructor
- Certified to teach Dangerous Goods, Spill Clean-up, Aircraft (777, MD-10, MD-11, C208, C408) TUG, Belt Loader, Commander 30/15 loader, Forklift, Courier Basics, Service Agent, HDDI, GSEA, checkrides for managers and defensive driving
- Class C drivers license with valid Medical Examiner's Certificate
- Proficient in Microsoft 365, Cisco Webex and Zoom
Interests
Timeline
Senior Operations Instructor
FedEx
04.2005 - Current
Operations Manager
FedEx Express
01.2003 - 04.2005
Courier
FedEx Express
02.2001 - 01.2003
Customer Service Agent
FedEx Express
09.1991 - 02.2001
Courier
FedEx Express
12.1989 - 09.1991
Bachelor of Arts - Parks And Recreation Management
California State University Long Beach