DONALD JOHNSON
Chino,CA
Summary
Seasoned Operations Manager and talented leader with 13 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.
Overview
14
14
years of professional experience
Work History
Operations Manager
FedEx
06.2021 - Current
- Serve as a champion for FXG’s Safety Above All Culture and supports all related initiatives, hiring, terminations, coaching, training, recognition and rewards, performance evaluation
- Overall, saw 37% grow in employee retention, Saved e company 50k in equipment malfunction on a day-to-day basis, Lead a staff of 50 employees with innovative policies that yielded a 99.4% increase in package accuracy, Assisted with becoming 7th in company by tracking and reduced company TLH
- Eliminated backlog of employees non-active within 30 days of starting employment, minimizing operational cost and maximizing operational quality, including the movement, tracking and administration of trailers (in conjunction with the line-haul department as applicable), Determines opportunities for improvement of key metrics and executes action plans to achieve results.
- Developed systems and procedures to improve operational quality and team efficiency.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Introduced new methods, practices, and systems to reduce turnaround time.
Customer Service and Lead Warehouse Support Manager
Walmart
07.2013 - 06.2021
- Maintain and process shipments for the Club in accordance with Company policies and procedures by developing and posting delivery schedules; compiling and organizing receiving reports; verifying merchandise counts; routing merchandise to proper locations; and paying expenses
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and corrected customer concerns to promote company loyalty.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Receives merchandise for the Facility, and organizes and maintains the Receiving area by following Company procedures, utilizing equipment appropriately; merchandising; and completing required documentation
- Tracks and processes claims by returning damaged goods; handling liquidation merchandise; maintaining and cleaning the clearance area; and utilizing technology to capture required reporting and documentation
- Maintains safety of facility by following all safety standards, procedures, and guidelines conducting safety sweeps.
OPERATIONS MANAGER
UPS
11.2009 - 07.2013
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Developed and maintained relationships with external vendors and suppliers.
- Developed and implemented strategies to maximize customer satisfaction.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Increased profit by streamlining operations.
- Devised processes to boost long-term business success and increase profit levels.
Education
Master of Science - Data Analytics
Robert Morris University
Pittsburgh, PA05.2024
Bachelor of Science - BUSINESS MANAGEMENT
CALIFORNIA STATE UNIVERSITY
Carson2017
Skills
- Process Improvement
- Business Development
- Document Control
- Logistics Oversight
- Performance Monitoring
- Customer Retention
- Customer Service
- Data Analysis
- Workflow Optimization
- Cultural Awareness
- Strategic Planning
Accomplishments
- Promoted to Ops Manager after 1 Month with the company.
- Earned the “Manager of the Month” Award in June and July for FY24.
Timeline
Operations Manager
FedEx
06.2021 - Current
Customer Service and Lead Warehouse Support Manager
Walmart
07.2013 - 06.2021
OPERATIONS MANAGER
UPS
11.2009 - 07.2013
Master of Science - Data Analytics
Robert Morris University
Bachelor of Science - BUSINESS MANAGEMENT
CALIFORNIA STATE UNIVERSITY