Emma Gonzalez
Nashua
Summary
Operational excellence and people leader with 10+ years of experience driving performance, team development, process improvement, and customer-focused execution across logistics and financial services. Skilled at leading teams, managing KPIs, improving procedures, facilitating training, and translating operational data into clear action plans. Known for building accountability, supporting leaders across functions, and strengthening service, safety, and operational consistency.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Operational Health Excellence Manager
UPS
02.2023 - Current
- Lead operational health and excellence efforts that support performance, communication, and consistency across teams
- Partnered with leaders to drive process improvements, implement operational updates, and advance performance-focused initiatives
- Support cross-functional coordination to improve execution, alignment, and team effectiveness
- Translated operational priorities into clear communications, actionable plans, and effective follow-through
- Contributed to training and engagement initiatives that enhanced leadership support and strengthened team performance
Senior Distribution Supervisor
UPS
Londonderry
04.2018 - 02.2023
- Led daily operational performance while balancing customer satisfaction, service expectations, and team execution
- Coached and managed up to 16 associates on operations and customer service, fostering accountability and enhancing team effectiveness
- Owned KPI tracking and QBR preparation, turning data into actionable insights for leadership
- Analyzed and validated performance data to identify trends, solve problems, and support management decisions
- Created and refined processes, procedures, and policies to ensure operational consistency and support team objectives
- Built schedules, action plans, and training sessions to improve team readiness and results
- Developed training plans to enhance associate performance and reinforce adherence to safety standards
- Managed projects involving both internal and external partners in support of business goals
- Supported adherence to budget guidelines while maintaining operational effectiveness
Distribution Supervisor
UPS
Londonderry
12.2016 - 04.2018
- Managed and coached a team of up to 7 associates on performance and customer treatment
- Supervised daily operations with a focus on balanced performance, customer satisfaction, and service execution
- Reviewed and validated data to inform operational decisions and drive continuous improvement
- Communicated and reinforced procedures and policies to support consistent execution
- Developed schedules, action plans, and training sessions to enhance team capabilities and performance
- Introduced process improvements to optimize workflow and enhance operational results
- Maintained focus on budget guidelines and operational discipline
Operations Lead Admin
UPS
Londonderry
11.2015 - 12.2016
- Oversaw daily operations to ensure efficient package sorting and delivery.
- Coordinated operational and administrative processes in fast-paced distribution environment to ensure smooth workflow
- Maintained workflow organization and communication, providing daily operational support for leadership and teams
- Coordinated staff schedules to maintain optimal workforce levels during peak hours.
- Trained new employees on safety protocols and operational procedures.
Branch Manager
Santander Bank, N.A.
Methuen
01.2014 - 02.2015
- Enhanced branch performance in sales, operations, and customer satisfaction
- Drove high standards in customer treatment and operational execution
- Coached associates to elevate service delivery and performance
- Ensured adherence to procedures and policies for operational consistency
- Managed schedules, action plans, and training support for branch operations
- Helped maintain budget discipline and strong audit readiness
Administrative Assistant
Bank of America
Haverhill
08.2012 - 11.2012
- Managed organization of meetings, conference calls, calendars, and training logistics to streamline operations
- Facilitated communication with leaders and associates on key updates and priorities to ensure alignment and clarity
- Assisted five regional leaders with sales, customer satisfaction, staffing, training, and budget reporting to enhance decision-making
- Tracked expenses and helped maintain budget awareness and control
Banking Center Manager
Bank of America
09.2009 - 08.2012
- Led banking center performance across sales, operations, and customer satisfaction
- Improved customer satisfaction scores to more than 10 points above goal
- Developed team capability through coaching, training, and performance management
- Reinforced operational procedures and policies to ensure compliance and efficiency
- Managed schedules and action plans to optimize day-to-day team execution
- Delivered strong audit results while maintaining high operational standards
- Coached associates on sales, operations, and customer experience performance
Personal Banker / Teller Operations Specialist / Assistant Banking Center Manager
Bank of America
South Lawrence
06.2005 - 09.2009
- Achieved sales and customer service goals in banking center
- Led teams to reach performance goals and deliver business results
- Coached and developed associates to improve team effectiveness
- Ensured operational performance and service standards were met
Education
Associate of Business Administration -
American InterContinental University
01-2014
Bachelor of Arts - Human Resources Management
Southern New Hampshire University
Hooksett, NHSkills
- KPI and performance management
- Operational excellence
- Process improvement
- Data analysis and reporting
- Cross-functional collaboration
- Customer experience
- Team leadership and coaching
- Training and facilitation
- Scheduling and planning
- Policy adherence
Certification
- UPS Lean Six Sigma, 02/2022
Languages
- Spanish, Native or bilingual proficiency
- Portuguese, Limited working proficiency
- English, Full professional proficiency
Timeline
Operational Health Excellence Manager
UPS
02.2023 - Current
Senior Distribution Supervisor
UPS
04.2018 - 02.2023
Distribution Supervisor
UPS
12.2016 - 04.2018
Operations Lead Admin
UPS
11.2015 - 12.2016
Branch Manager
Santander Bank, N.A.
01.2014 - 02.2015
Administrative Assistant
Bank of America
08.2012 - 11.2012
Banking Center Manager
Bank of America
09.2009 - 08.2012
Personal Banker / Teller Operations Specialist / Assistant Banking Center Manager
Bank of America
06.2005 - 09.2009
Associate of Business Administration -
American InterContinental University
Bachelor of Arts - Human Resources Management
Southern New Hampshire University