DENISHA CROCKETT

• Using available tools to communicate KPI's and areas for improvement
• Incorporating various techniques to build presentations, spreadsheets, dashboards and documentation to sustain stakeholder buy-in and satisfactory performance
• Overseeing SLA compliance
• Providing on-demand results and analysis, further optimizing team resources and productivity
• Supporting MSP business operations in needed capacities, facilitating consistency
• Acting Shift Lead
• Ensuring tickets in work queues are addressed and none remain outstanding outside normal business hours
• Ensuring all escalations and customer requests are addressed outside normal business hours

• Ensured an exceptional shopping experience for big-box customers by maintaining accuracy, responsiveness, and service quality across all order-related interactions.
• Reviewed and assessed customer orders for accuracy, availability, and fulfillment readiness, resolving discrepancies proactively.
• Communicated effectively with customers and warehouse teams to troubleshoot issues and drive timely problem resolution.
• Built strong rapport with customers while keeping their needs and satisfaction at the center of each interaction.
• Supported distribution center operations in multiple capacities to help drive results and meet daily business demands.
• Created and issued work assignments for warehouse personnel in a timely manner to support productivity and workflow efficiency.
• Completed distribution center reports and performed cycle counts to support inventory accuracy and operational visibility.

• Provided consistent leadership and support to direct reports and team members, fostering engagement, accountability, and operational excellence.
• Increased employee engagement by 16% from FY21 through FY22 through active coaching, recognition, and team involvement initiatives.
• Strengthened manager–employee collaboration by spearheading the Idea Share Program, encouraging continuous improvement and frontline feedback.
• Successfully co-managed operations while consistently meeting BOS performance metrics on a monthly basis.

Talent & Leadership Development

• Served as a Talent Champion, advocating for the development of both new hires and tenured employees.
• Implemented the McKesson New Castle Mentor Program, improving onboarding, skill development, and retention.
• Modeled ILEAD principles by mentoring and training supervisor peers to enhance leadership capability.
• Developed and coached two direct reports who were promoted into supervisory roles.

Operational Excellence & Compliance

• Led and contributed to multiple efficiency and process-improvement initiatives, including Cage Pick Redesign, RX Zone Split, and Section F (OTC) Redesign.
• Supported the distribution center as the first site to implement Shipping Standards, improving consistency and shipment accuracy.
• Ensured SOP compliance and redevelopment to maintain safety standards and support successful daily shipments.
• Utilized AS400 queries to investigate and resolve inventory discrepancies and customer-related issues.
• Maintained the integrity of all business operations while co-managing $360M+ in daily inventory, including Class II–V controlled substances.

• Identified root causes of system and order processing issues, resolving problems efficiently and determining appropriate escalation to minimize operational impact.
• Utilized AS400 queries to support order release, inventory visibility, and various business and operational needs.
• Leveraged multiple applications to troubleshoot order failures and ensure accurate customer order acknowledgement.
• Configured, maintained, and supported printers to ensure uninterrupted warehouse operations.
• Provided RF unit configuration and end-user support to warehouse associates, improving productivity and system reliability.
• Assisted with server maintenance and backup processes to support system stability and data integrity.
• Delivered on-demand IT and technical support to warehouse staff, serving as a key operational resource in a fast-paced distribution environment.