Denise Dorsch
Byron,GA
Summary
Accomplished at FedEx, I leveraged key performance indicators and exceptional customer service to enhance operational efficiency and employee performance. Through strategic training and continuous improvement initiatives, I fostered a culture of safety and compliance, significantly increasing customer satisfaction and cultivating a positive work environment. Seasoned Operations Manager and talented leader with [Number] years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams. Self-starting Operations Manager offering high-level experience in supervision of workover and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
21
21
years of professional experience
Work History
Ops Admin
FedEx
12.2023 - Current
- Enhanced employee performance with focused training programs, coaching, and mentoring initiatives.
- Balanced competing priorities in a dynamic environment, ensuring timely completion of tasks while maintaining high standards for quality and safety.
- Cultivated a positive work environment through open communication channels, encouraging collaboration, and fostering a culture of continuous improvement.
- Increased customer satisfaction by implementing service improvements based on feedback analysis.
- Taking care of the unknown addresses through AMS and MRL to ensure that packages can be assigned to the proper work area for delivery.
- Calling customers to make assign time and date of appointment packages and ensuring that they arrive to the truck.
- Taking care of the over-goods and teaching the new QA the over-goods process
Package Handler
FedEx
07.2023 - 12.2023
- Followed safety regulations to maintain safe work environment.
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
- Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
- Reduced damage rates for packages through careful handling and adherence to safety protocols.
- Assembled, sealed, and loaded packages into correct trucks.
- Proved successful working within tight deadlines and a fast-paced environment.
- Used hand-held scanners and physical logs to accurately track item movements.
- Verified correct labels and accurate shipping information on packages to avoid shipping to wrong addresses.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Contributed to increased productivity by working effectively in high-pressure situations.
- Followed verbal and written instructions to properly move and ship products.
- Collaborated with other package handlers to provide prompt and accurate delivery of orders.
- Aided in maintaining warehouse cleanliness, ensuring an organized workspace conducive to efficient operations.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Stored and secured packages in designated areas to prevent damage and theft.
Senior Ops Admin
FedEx
02.2021 - 07.2023
- Enhanced employee performance with focused training programs, coaching, and mentoring initiatives.
- Balanced competing priorities in a dynamic environment, ensuring timely completion of tasks while maintaining high standards for quality and safety.
- Increased customer satisfaction by implementing service improvements based on feedback analysis.
- Cultivated a positive work environment through open communication channels, encouraging collaboration, and fostering a culture of continuous improvement.
- Championed continuous improvement efforts, identifying and implementing best practices to elevate organizational performance.
- Ensured regulatory compliance by maintaining up-to-date knowledge of industry standards and implementing appropriate policies and procedures.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Ensure correct address through the use of AMS and MRL to ensure timely delivery.
- Training new QA and package handlers
Switcher/Package Handler
FedEx
04.2020 - 02.2021
- Assembled, sealed, and loaded packages into correct trucks.
- Maintained clean, safe work environment through regular cleaning duties and promoting teamwork among staff members.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Removed jams and unblocked conveyor system to maintain flow of goods.
- Multitasked effectively under pressure, consistently meeting deadlines without compromising quality or safety standards.
- Used hand-held scanners and physical logs to accurately track item movements.
- Supported efficient loading/unloading processes, coordinating with truck drivers and other warehouse personnel as needed.
- Checked products for damage or other issues before packing into boxes.
- Reduced damaged goods by implementing proper handling techniques and providing training to team members.
- Moving the trailers off and on the dock doors to be unloaded or make room for full trailers that have packages that need to be put in to sort rotation
Assistant Store Manager
GameStop
09.2012 - 11.2019
- Managed cash registers efficiently, ensuring accurate transactions, balancing drawers daily, and minimizing discrepancies.
- Managed opening and closing procedures and recommended changes to enhance efficiency of daily activities.
- Enhanced store appearance for increased sales by maintaining cleanliness and implementing strategic merchandise displays.
- Rotated merchandise and displays to feature new products and promotions.
- Assisted the Store Manager in analyzing sales data to identify trends and make informed decisions for improving overall store performance.
- Walked through store areas to identify and proactively resolve issues negatively impacting operations.
- Mentored new employees on company policies, procedures, and best practices to ensure their success within the organization.
- Supervised and evaluated staff to help improve skills, achieve daily objectives, and attain advancement.
- Fostered a positive work culture by promoting teamwork and recognizing individual achievements among staff members regularly.
- Boosted customer satisfaction by providing exceptional service and addressing concerns promptly.
- Processed payments for credit and debit cards and returned proper change for cash transactions.
- Created and maintained safe and secure work environments for employees.
- Developed a loyal customer base through personalized interactions, increasing repeat business in-store visits.
- Responded to customer concerns, working with manager to significantly raise customer satisfaction ratings.
- Streamlined inventory management with regular audits, accurate ordering, and efficient stock organization.
- Resolved escalated customer issues effectively leading to improved customer satisfaction rates.
- Maintained positive customer relationships by responding quickly to customer service inquiries.
- Provided weekly work schedules to employees to accommodate business demands and vacation requests.
- Reconciled daily sales transactions to balance and log day-to-day revenue.
- Interviewed, hired, and trained staff associates and equipped to comply with company policies and procedures.
- Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
- Verified inventory counts remained within monthly tolerance levels and compiled financial data in compliance with budget.
- Increased employee retention, training staff in effective customer service techniques and product knowledge.
- Implemented loss prevention tactics to deter thefts while maintaining a welcoming environment for all customers.
- Provided support to store manager in budgeting processes, helping maintain financial stability for the business.
- Collaborated with store manager to develop marketing initiatives that drove traffic and increased brand awareness.
- Delivered consistent sales growth by identifying opportunities for promotions and cross-selling products to customers.
- Improved store operations by establishing clear communication channels between team members and implementing efficient scheduling practices.
- Conducted regular performance evaluations of team members while providing constructive feedback resulting in enhanced productivity levels.
- Developed and maintained strong relationships with vendors to facilitate timely product delivery.
- Maintained excellent vendor relationships which facilitated smooth supply chain operations enabling better inventory control.
- Spearheaded staff recruitment efforts, interviewing candidates for open positions and selecting top talent to join the team.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Reported issues to higher management with great detail.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Retail Keyholder
Hot Topic
03.2003 - 09.2011
- Stored security alarm codes and keys and made routine code changes.
- Performed category maintenance by rotating products according to company product rotation policy.
- Participated in regular team meetings to discuss performance metrics, set goals, identify areas for improvement and share best practices.
- Oversaw regular store cleaning of shelves, backrooms and racks.
- Increased customer satisfaction by providing exceptional product knowledge and personalized service.
- Contributed ideas for marketing campaigns leading to increased foot traffic and revenue generation.
- Maintained a clean and organized work environment for both staff members and customers by performing daily upkeep tasks.
- Opened and closed store at proper times for reliable services.
- Collaborated with team members to create visually appealing displays that attracted customers and boosted sales.
- Assisted store cashiers during peak sales times.
- Assisted store management in achieving sales targets through effective merchandising strategies and staff training.
- Resolved customer complaints professionally, ensuring their concerns were addressed promptly and effectively.
- Mentored new employees on product features, sales techniques, and company procedures to enhance overall team performance.
- Ensured timely inventory replenishment, maintaining optimal stock levels for high-demand products.
- Managed the store during the absence of higher-level supervisors, maintaining smooth daily operations and meeting sales goals.
- Developed strong relationships with customers by actively engaging in conversation about their needspreferences.
- Worked with store manager to create employee schedules.
- Balanced cash registers at end of shift and filled out necessary reports.
- Handled cash transactions accurately, contributing to efficient store operations and minimizing discrepancies.
- Monitored competitor activity and shared insights with upper management helping adjust pricing/promotions accordingly.
- Coordinated employee schedules efficiently, balancing individual availability with store staffing needs during peak hours or special events.
- Processed returns and exchanges swiftly, ensuring a positive customer experience while adhering to company policies.
- Utilized product information and sampling to educate customers and assist in product selections.
Education
Bachelor of Arts - History
Macon State College
Macon, GA05.2009
Skills
- Standard Operating Procedures
- Key Performance Indicators
- Customer Service
- Employee relations and conflict resolution
- Decision-Making
- Warehouse Operations
- Maintaining Compliance
- Policies and procedures implementation
- Health and safety compliance
- Client Relations
- Goal Setting
- Continuous improvements
- Cultural Awareness
Timeline
Ops Admin
FedEx
12.2023 - Current
Package Handler
FedEx
07.2023 - 12.2023
Senior Ops Admin
FedEx
02.2021 - 07.2023
Switcher/Package Handler
FedEx
04.2020 - 02.2021
Assistant Store Manager
GameStop
09.2012 - 11.2019
Retail Keyholder
Hot Topic
03.2003 - 09.2011
Bachelor of Arts - History
Macon State College