Summary
Overview
Work History
Education
Skills
Timeline
Generic

Derekah Wilkerson

Mansfield,TX

Summary

Experienced operations professional with a strong background in process optimization and team management. Proven track record of driving operational excellence and consistently achieving organizational goals. Recognized for reliability, adaptability, and commitment to fostering a collaborative work environment. Skilled in effectively allocating resources and monitoring performance to ensure optimal outcomes.

Overview

9
9
years of professional experience

Work History

Operations Supervisor

Wayfair LLC
02.2024 - 01.2025
  • Managed a team of approximately 60 warehouse associates, overseeing daily operations and ensuring adherence to service and safety protocols
  • Provided customer-focused service by coordinating shipments, resolving order discrepancies, and ensuring timely deliveries
  • Utilized Workday HR software to track attendance, performance metrics, and scheduling, enhancing operational efficiency
  • Collaborated with senior management to report on productivity, safety, and quality, ensuring smooth workflows
  • Developed and implemented customer service training programs to enhance associate communication and problem-solving skills
  • Analyzed customer service trends to identify areas for improvement and proactively address potential service issues
  • Facilitated interdepartmental communication to streamline order fulfillment and prevent delays in travel logistics
  • Managed and motivated employees to be productive and engaged in work.

B2B Customer Service Account Specialist

Wayfair LLC
07.2022 - 02.2024
    • Handled high-volume customer interactions via phone, email, and screen sharing, providing tailored solutions to meet client needs
    • Investigated, evaluated, negotiated, and settled damage and service claims, ensuring customer satisfaction and financial compliance
    • Collaborated with fraud and service teams to verify secure transactions and prevent fraudulent claims
    • Processed payments and assisted clients in navigating product insurance policies
    • Demonstrated strong problem-solving and conflict-resolution skills while managing complex customer concerns
    • Managed a diverse customer base, ensuring consistent communication and personalized service recommendations
    • Trained new hires on customer engagement strategies, claims processing, and CRM navigation
    • Assisted in policy development to enhance claims resolution efficiency and reduce processing time
    • Achieved high levels of client satisfaction through timely resolution of billing disputes or other account-related concerns.
    • Enabled smooth transitions during periods of change or growth within the organization by effectively adapting to new systems or processes as needed.

Transportation Logistics Coordinator PT

DHL Ecommerce
07.2022 - 07.2023
    • Coordinated travel logistics for export and import shipments, including scheduling and managing carrier communications
    • Tracked and traced shipments, updating the Transportation Management System (SAP) to ensure accuracy
    • Resolved travel-related issues, billing discrepancies, and client concerns efficiently and professionally
    • Provided real-time customer updates regarding shipping and travel itineraries
    • Negotiated rates with carriers to optimize cost efficiency and service delivery
    • Assisted in developing standard operating procedures (SOPs) for logistics coordination, improving department efficiency
    • Led weekly meetings with logistics teams to discuss customer feedback and shipment accuracy improvements
    • Streamlined transportation operations by implementing efficient routing and scheduling strategies.
    • Conducted regular performance reviews for direct reports, setting clear expectations and providing constructive feedback to support professional growth.
    • Improved on-time delivery rates by closely monitoring performance metrics and addressing issues proactively.

Logistics Coordinator II

DB Schenker
12.2022 - 01.2023
    • Managed and coordinated a team of 25 associates to ensure timely travel, shipments, and delivery logistics
    • Provided real-time travel updates and schedule adjustments, ensuring customer expectations were met
    • Assisted in route planning, customer inquiries, and shipment status updates, demonstrating strong attention to detail
    • Reported on customer satisfaction, productivity, and compliance metrics to senior management
    • Implemented shipment tracking solutions to improve transparency and enhance the customer experience
    • Designed and delivered customer service training programs to ensure associates provided high-level assistance to clients
    • Trained new employees on logistics procedures, promoting a consistent approach across the team.
    • Built strong relationships with clients through exceptional communication and personalized service.
    • Maintained accurate records of bookings, payments, and client information for smooth operations and future reference.

Area Manager of Operations

Amazon
10.2021 - 12.2022
    • Directed a team of up to 65 drivers, ensuring adherence to facility Key Performance Indicators (KPIs) and compliance with DOT/OSHA safety standards
    • Oversaw freight handling with forklifts and other tools, managed inventory flow and provided training to improve productivity and team morale
    • Coordinated with various offices to enhance inventory management, fostered teamwork, and handled loading cargo onto aircraft
    • Delivered excellent customer service, tracked and traced export cargo, and managed air export forwarding logistics
    • Utilized customer service and travel coordination skills to streamline Amazon's inbound logistics
    • Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
    • Conducted regular audits of facility operations to ensure compliance with industry regulations and company policies.
    • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
    • Raised property accuracy and accountability by creating new automated tracking method.
    • Played a key role in hiring decisions by conducting interviews, evaluating candidates'' qualifications, and selecting new team members who positively contributed to company culture and performance goals.
    • Led a team of professionals, fostering a collaborative environment to achieve company goals.
    • Facilitated communication between departments, resolving conflicts, and streamlining processes for better collaboration.

Learning and Development Trainer

Amazon
12.2019 - 12.2020
    • Conducted extensive training sessions and audits for team ambassadors, ensuring adherence to network standards for operational excellence
    • Reduced associate attrition by 15% through targeted retraining programs and individual coaching sessions
    • Developed supplemental training materials to address gaps in associate performance and improve adherence to service-level agreements (SLAs)
    • Collaborated with operations and area managers to implement process improvements that enhanced productivity, safety, and quality
    • Prepared comprehensive training records and performance reports, enabling data-driven decision-making and progress tracking
    • Increased employee retention by developing engaging onboarding processes for new hires.
    • Assessed business needs proactively, anticipating necessary skills development for long-term success.
    • Aligned training initiatives with organizational goals, ensuring strategic relevance in all programs.

Lead Loading Dock Clerk

Amazon
10.2016 - 01.2018
  • Scheduled and managed incoming freight appointments, maintained a clean and efficient work environment, and ensured accurate unit counts
  • Communicated with Yard Jockeys to facilitate deliveries and handled documentation, including scanning and emailing bills to carriers
  • Managed inventory scheduling and addressed barriers for dock associates, following dock processes and safety policies
  • Conducted regular equipment inspections to prevent operational issues or potential hazards within the workspace.
  • Obtained driver signatures on shipping paperwork and sealed trailers.
  • Spearheaded cross-functional collaboration efforts between various departments ensuring smooth workflows throughout the supply chain process.
  • Facilitated clear communication between suppliers, carriers, and customers to resolve any logistical issues promptly and effectively.
  • Coordinated schedules for multiple shifts of dock workers to ensure adequate staffing levels during peak times.
  • Maintained accurate records of all shipments, including tracking information, arrival times, and any discrepancies or damages.
  • Developed strong relationships with shipping carriers to ensure timely pickups and deliveries at competitive rates.
  • Organized loading dock space efficiently to accommodate an increase in shipment volume without compromising safety standards.
  • Handled day-to-day shipping and receiving, overseeing more than 500 packages per day.

Inventory Support Specialist Representative

Amazon
10.2015 - 09.2016
  • Oversaw production workflows and labor trackers to ensure optimal resource allocation and timely task completion
  • Trained problem solvers on ISS ticket resolution procedures, improving team performance and SLA compliance
  • Acted as a liaison between senior management and floor associates, communicating production updates and addressing workflow barriers
  • Documented inventory adjustments, defect resolutions, and compliance records to support audit readiness and operational transparency
  • Acted as a liaison between clients and development teams, ensuring timely communication during critical incidents.
  • Tracked and documented customer interactions in customer relationship management system to maintain accurate records.
  • Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.
  • Ensured timely replenishment of stock, closely monitoring lead times and coordinating with suppliers for on-time deliveries.
  • Collaborated with cross-functional teams to ensure seamless coordination of inventory movement across departments.

Education

Bachelor of Arts - Business Administration/ Human Resources

MTI College
Sacramento, CA
02-2026

Certified Phlebotomy Technician 1 - Healthcare

Stone Academy
Fort Worth, TX
10.2023

High School Diploma -

Mansfield Summit High School
Mansfield, TX
08-2015

Skills

  • Customer Service Expertise
  • Travel Coordination
  • Claims Management
  • Risk Management Techniques
  • Experience with Salesforce, Workday, and SAP
  • Proficient in Microsoft Office
  • Training Framework Creation
  • Process Optimization
  • Managing Multiple Responsibilities in Fast-Paced Environments
  • Clear Verbal Communication
  • Analytical Problem-Solving
  • Operational Oversight
  • Telecommunications Experience
  • Logistics Optimization
  • Effective Communication Skills
  • Travel Logistics Management
  • Warehouse Safety Protocols
  • Quality Management Proficient

Timeline

Operations Supervisor

Wayfair LLC
02.2024 - 01.2025

Logistics Coordinator II

DB Schenker
12.2022 - 01.2023

B2B Customer Service Account Specialist

Wayfair LLC
07.2022 - 02.2024

Transportation Logistics Coordinator PT

DHL Ecommerce
07.2022 - 07.2023

Area Manager of Operations

Amazon
10.2021 - 12.2022

Learning and Development Trainer

Amazon
12.2019 - 12.2020

Lead Loading Dock Clerk

Amazon
10.2016 - 01.2018

Inventory Support Specialist Representative

Amazon
10.2015 - 09.2016

Bachelor of Arts - Business Administration/ Human Resources

MTI College

Certified Phlebotomy Technician 1 - Healthcare

Stone Academy

High School Diploma -

Mansfield Summit High School

Similar Profiles

CREATE PROFILE
Derekah Wilkerson