Durrel Bell
New Orleans,LA
Summary
Mindful Operations Manager with a proven track record of leading teams to achieve exceptional delivery efficiency. Skilled in performance tracking and conflict resolution, I enhanced customer satisfaction scores above 90% while streamlining processes. Adept at training staff and managing client relationships, I drive operational excellence through effective communication and strategic planning.
Overview
13
13
years of professional experience
Work History
Operations Manager
FedEx
Covington, Louisiana
07.2025 - Current
- Manage a team of 14 delivery employees on a six-days-a-week schedule.
- Responsible for making sure 1,300 deliveries get completed on a daily basis.
- Manage daily operations and ensured smooth workflow across departments.
- Coordinate team schedules and allocated resources effectively to meet demands.
- Train staff on best practices and compliance with company policies.
- Lead safety meetings and enforced workplace safety protocols consistently.
- Manage staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Responsible for planning delivery routing across over 10 different cities in the state of Louisiana.
Account Executive Manager
HomeDelivery Link / Mattress Firm
12.2020 - 01.2025
- Led teams of 8+ employees/contractors to achieve 98% on-time delivery rates, improving customer satisfaction scores above 90% with focus on following up to make sure customers needs were met
- Designed and used Excel and Tableau dashboards to track KPIs (delivery times, customer complaints, and P&L) to improve daily procedures and tracking.
- Followed and trained teams on SOP revisions and protocols.
- Daily in-person and Microsoft Teams meetings with teams and upper management to go over goals and processes for maintaining service levels.
- Responsible for routing five trucks daily to complete over one hundred stops per day, while also forecasting days to come to ensure there are enough orders for trucks to be fully routed.
- Managed client relationships to ensure satisfaction and retention.
- Collaborated with cross-functional teams to streamline account management processes.
- Reviewed invoices from suppliers to ensure accuracy of billing information prior to payment processing.
- Established performance goals for team members and monitored progress towards those goals.
- Resolved customer complaints regarding sales and service.
Senior Customer Service Representative
Pilot Freight Services
07.2015 - 12.2020
- Resolved daily escalated client issues for high-valued accounts, maintaining a high retention rate, while also mitigating the risks of negative feedback.
- Automated dispatch tracking across LA/MS routes improves delivery efficiency, as well as team performance.
- Coached 4 team members on conflict resolution, customer service improvement, and scheduling.
- Assisted customers with inquiries about shipping and logistics services.
- Resolved issues related to freight tracking and delivery schedules.
- Trained new staff on customer service protocols and software systems.
- Managed customer accounts, ensuring accurate information and updates.
- Created reports on customer satisfaction levels and key performance indicators.
Dispatcher
Schlumberger/FEI
06.2013 - 01.2014
- Coordinated 100+ daily technician deployments across 16 oilfield districts with zero safety compliance violations.
- Helped develop and utilize real-time scheduling system that reduced client response times.
- Worked 12 hour shifts sometimes nightshifts in fast paced environment
- Answered 30+ inbound calls as well as made outbound calls with a high standard of professionalism.
Carry Out Sales
Beads for Less
01.2013 - 02.2013
- Processed 50+ daily transactions with 100% inventory record accuracy during Mardi Gras peak season.
- While also maintaining an elite level of customer service in a high-pressure environment.
Education
Bachelor of Business - Management
University of Louisiana At Lafayette
Lafayette08-2013
Skills
- Excel
- PowerPoint
- Team management
- Delivery operations
- Route planning
- Performance tracking
- Customer relationship management
- Compliance training
- Conflict resolution
- Staff training
- Problem solving
- Effective communication
- Budgeting and cost control
- Revenue generation
- Client relationships
- Invoice processing
- Customer service
- Tableau
- SAP
- CRM
- Microsoft Office
- P&L Analysis
- Process improvement
- KPI Development
- Cross-Functional Collaboration
Timeline
Operations Manager
FedEx
07.2025 - Current
Account Executive Manager
HomeDelivery Link / Mattress Firm
12.2020 - 01.2025
Senior Customer Service Representative
Pilot Freight Services
07.2015 - 12.2020
Dispatcher
Schlumberger/FEI
06.2013 - 01.2014
Carry Out Sales
Beads for Less
01.2013 - 02.2013
Bachelor of Business - Management
University of Louisiana At Lafayette