Summary
Overview
Work History
Education
Skills
Timeline
Generic

Donielle Massiah

Katy,TX

Summary

Customer-focused professional with successful 8-year career in Front line Leadership. Dynamic successful applying quality customer service in busy business environment.

Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving. Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

11
11
years of professional experience

Work History

Operations Supervisor

Fedex Ground
09.2021 - Current
  • Coaching and Training new hires on the job responsibilities of being a Package Handler (Unload, Load and scan efficiently in a timely manner)
  • Assigning and managing a safe work place throughout the sortation, minimizing operational cost and maximizing operational quality, including the movement, tracking and administration of trailers (LINE HAUL)
  • Observe operational performances, incentives, and rewards throughout engagements and standards
  • Investigate, resolve and escalate customer service issues as appropriate
  • Help team staff with office duties such as but not limited to hiring, terminations, coaching and training other departments, discipline, addressing employee concerns (payroll, schedules, availability etc), and help organize sort operations as the days change
  • Adapts quickly to change and meet the dynamic of business needs
  • Assist with Work Day updates, keeping system up to date (ERMA, MY SCHEDULE, BLUE YONDER).
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Analyzed and reported on key performance metrics to senior management.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.

Senior Operations Admin-HR

FedEx Ground
05.2017 - 09.2021
  • Provides support for the recruiting process (e.g., scheduling interviews, sending background checks, attending job fairs/recruitment events as needed, and contacting selected candidates)
  • Provides customer service and support for both internal and external customers for HR-related processes.
  • Generated and distributed documentation for orders.
  • Scheduled and communicated freight pick-up and delivery information.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Created and managed project plans, timelines and budgets.
  • Enforced safety, security, quality and performance procedures, rules and requirements.
  • Devised and implemented processes and procedures to streamline operations.
  • Maintained personnel records and updated internal databases to support document management.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Updated Human Resources Information System (HRIS) database, maintained data accuracy and assisted with system changes.
  • Screened applicant resumes and coordinated both phone and in-person interviews.
  • Studied research and trends on best practices in HR field.
  • Monitored employee attendance and performance to verify punctuality and absences, addressing issues in accordance with company policies and procedures.
  • Tracked various statistics and kept detailed records to support human resources department.

Customer Service Manager

Shop Rite
07.2013 - 06.2017
  • Comply with ShopRite, Vision, Mission, Values and Service Priorities
  • Provide excellent customer service, ability to uphold all company standards, and provide job aids
  • Achieve gross profit, shrink, supply, labor and sales goals
  • Work as an excellent team member and work together to obtain a high level of company standards and ethics
  • Responsible for clear communication to department managers on all business decisions
  • Communicate regularly with your department managers on the day to day operations
  • Review departmental sanitation and QA standards daily
  • Review monthly self-inspections and quarterly QA inspections provided by Steritech and develop remediation plans if needed
  • Ensure consistency regarding regulatory standards, (e.g., COOL, menu labeling, meat logs, etc.)
  • Ensure compliance with state and local weights and measures regulations
  • Ensure all equipment is working properly and there is timely response to repairs
  • Provide timely response to associate and customer accidents
  • Provide timely response to customer and associate feedback.
  • Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
  • Collaborated with upper management to improve customer service processes and support structures company-wide.
  • Tracked expenses and income for businesses while organizing and maintaining bank statements for checking accounts.
  • Posted daily receipts and payments in accordance with corporate protocols.
  • Reconciled account information and reported figures in general ledger by comparing to bank account statement each month.
  • Implemented new accounting processes to decrease spending and work flow downtime.
  • Reduced financial discrepancies, effectively reconciling bank accounts and organizing information into accounting software.

Education

Human Resource Management -

Wilmington University
New Castle, DE
05.2021

Bachelors of Human Resources Management -

Wilmington University
New Castle, DE
01.2019

HS Diploma-Dental Assistance - undefined

Delcastle Technical High
Wilmington, DE
01.2015

Skills

  • Quality Assurance
  • Safety oversight
  • Human Resources
  • Management
  • Scheduling Coordination
  • Warehouse Operations
  • Team Training
  • Customer Relationship Management
  • Policy Implementation
  • Business Development
  • Team Leadership

Timeline

Operations Supervisor

Fedex Ground
09.2021 - Current

Senior Operations Admin-HR

FedEx Ground
05.2017 - 09.2021

Customer Service Manager

Shop Rite
07.2013 - 06.2017

Human Resource Management -

Wilmington University

Bachelors of Human Resources Management -

Wilmington University

HS Diploma-Dental Assistance - undefined

Delcastle Technical High

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Donielle Massiah