Derek Baker
Waxhaw,NC
Summary
Accomplished leader with extensive experience at Federal Express Corporation, excelling in strategic planning and team leadership. Enhanced logistics efficiency through innovative problem-solving and collaboration. Proven track record in talent development and customer service, driving organizational success and fostering a culture of continuous improvement.
Overview
17
17
years of professional experience
Work History
Senior Manager Charlotte Local ZCHL/281
Federal Express Corporation
Charlotte, NC
10.2023 - Current
- Led multiple teams with a "Safety First" mentality and culture to enhance package delivery efficiency and customer satisfaction.
- Developed and implemented operational strategies to optimize logistics processes, reduce delays, and mitigate negative customer impacts
- Mentored team members on best practices while developing an overall understanding of the impact each department has on the customer with performance improvement initiatives.
- Analyzed key performance indicators to make data-driven decisions for resource allocation and workflow optimization.
- Collaborated with stakeholders to align strategic goals with operational capabilities, improving service delivery standards.
- Streamlined communication channels between departments to ensure timely updates on project status and deliverables.
- Oversaw budget management ensuring cost-effective operations while maintaining high service quality levels.
- Provided strong leadership to enhance team productivity and morale.
- Improved team performance by fostering a collaborative work environment.
- Collaborated closely with all departments to drive organizational success jointly as one cohesive unit.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
- Conducted performance evaluations, compensations and oversight on hiring to maintain appropriate staffing requirements.
Pick Up and Delivery Manager ZCHL/281 AM/PM
Federal Express Corporation
Charlotte, NC
06.2018 - 10.2023
- Analyzed delivery metrics to identify trends, driving strategic decisions that improved overall performance.
- Established strong relationships with clients, ensuring alignment of service offerings with customer expectations and needs.
- Managed relationships with key stakeholders to ensure smooth pick up/deliveries and overall satisfaction.
- Acted as a liaison between the delivery team and upper management, effectively communicating concerns and suggestions for improvements.
- Managed resources effectively to avoid unnecessary delivery delays.
- Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience.
- Implemented quality control measures for all deliveries, resulting in fewer errors and increased customer satisfaction.
- Implemented risk mitigation strategies to minimize potential disruptions caused by unforeseen events or issues.
- Enhanced team performance by providing regular feedback, coaching, and training opportunities.
- Fielded customer questions and complaints and rectified issues.
- Reduced customer complaints by implementing proactive communication strategies with clients.
- Fostered a culture of continuous improvement through employee engagement initiatives such as recognition programs and open forums.
- Engaged customers to discuss business needs and explore opportunities to increase customer experiences.
- Worked with vendors to schedule daily pickups and weekly deliveries.
- Monitored customer quality metrics and took proactive steps to implement resolutions and improve customer service
Operations Supervisor AM/PM ZCHL/281
Federal Express Corporation
Charlotte, TN
02.2017 - 06.2018
- Oversaw daily operations to ensure compliance with safety and quality standards.
- Trained and mentored new employees on operational procedures and best practices.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Ensured timely and quality loading of customer packages while maintaining productivity standards with reward and recognition
- Ensured high levels of engagement to develop a common understanding of what our goals and impacts to the customers are
Operations Supervisor CHAR/282
Federal Express Corporation
Charlotte, NC
07.2013 - 02.2017
- Oversaw daily operations to ensure compliance with safety standards and company policies.
- Trained and mentored team members on best practices in package handling and logistics.
- Led initiatives aimed at reducing operational costs while maintaining service excellence.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Ensured high levels of engagement and training through competitive reward and recognition to improve goals and productivity metrics reducing cost
Package Handler/Trainer Pulaski VA- Charlotte NC
Federal Express Corporation
Pulaski VA And Charlotte NC
06.2009 - 07.2013
- Facilitated hands-on training sessions, ensuring adherence to safety protocols and procedures.
- Evaluated trainee performance, providing constructive feedback
- Mentored new hires in the role of package handler, fostering a supportive learning environment for their growth.
- Loading/Unload of packages with care ensuring a quality product for our service providers and mutual customers
- Ensured accurate scanning compliance to create visibility on customer packages
Education
Associate of Arts - Art Education/General Studies
New River Community College
Dublin, Virginia, VA04-2011
Skills
- Strategic planning
- Creative problem resolution
- Data-driven decision making
- Operations management
- Engagement
- Documentation and reporting
- Operations planning
- Talent development
- Organizational improvement
- Collaboration
- Consistency
- Unwavering Vision Implementation
- Self Accountability and Reflection
- Business performance management
- Innovation management
- Team leadership
- Process improvement
- Decision-making
- Employee development
- Multitasking
- Employee coaching and mentoring
- Business analysis and reporting
- Computer skills
- Performance reviewing
- Managing operations and efficiency
- Team building
- Staff management
- Customer service
- Idea development and brainstorming
- Professional and courteous
- Cost control
- Relationship building
Timeline
Senior Manager Charlotte Local ZCHL/281
Federal Express Corporation
10.2023 - Current
Pick Up and Delivery Manager ZCHL/281 AM/PM
Federal Express Corporation
06.2018 - 10.2023
Operations Supervisor AM/PM ZCHL/281
Federal Express Corporation
02.2017 - 06.2018
Operations Supervisor CHAR/282
Federal Express Corporation
07.2013 - 02.2017
Package Handler/Trainer Pulaski VA- Charlotte NC
Federal Express Corporation
06.2009 - 07.2013
Associate of Arts - Art Education/General Studies
New River Community College