Ferrell Lewis
Goodlettsville,TN
Summary
Proactive Operations Manager with extensive experience supervising operational and customer service staff, ensuring compliance with company policies. Skilled in employee empowerment, performance reviews, inventory management, and process improvements. Strong communicator adept at enhancing team productivity and customer satisfaction.
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
15
15
years of professional experience
Work History
Operations Manager
XPO
09.2020 - 11.2024
- Supervised approximately 85 operational, customer service staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and service.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- 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.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
Operations Supervisor
XPO
08.2017 - 09.2020
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
- Collaborated with sales team to align operational capabilities with customer expectations, boosting client satisfaction.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Interceded between employees during arguments and diffused tense situations.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Managed inbound and outbound freight processing.
Dock Worker
XPO/ Conway
07.2012 - 08.2017
- Upheld high-quality standards for all handled goods while meeting strict deadlines in a fast-paced work environment.
- Reduced risks of damage to cargo through careful handling and adherence to best practices in packaging and palletizing.
- Increased efficiency in loading and unloading cargo by utilizing proper equipment and techniques.
- Loaded, unloaded, and sorted cargo as part of accurate and efficient weekly shipments.
- Managed Freight Assembly Center report through research and analysis
- Prevented load shifting or damage by using bracing and strapping techniques.
- Used fork lifts, hand truck, and pallet jacks to move materials on dock.
- Secured cargo using chains, load bars, wood blocks, and straps.
Customer Service Representative
United Neighborhood Health Services
08.2009 - 06.2012
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Educated customers about billing, payment processing and support policies and procedures.
Education
Associate of Applied Science - Computer Information Technology, Magna Cum Laude
Volunteer State Community College
Gallatin, TN05-2017
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Decision-Making
- Employee relations and conflict resolution
- Staff Training
- Inventory Management
- Policies and procedures implementation
- Employee Motivation
- Inventory Control
- Health and safety compliance
Timeline
Operations Manager
XPO
09.2020 - 11.2024
Operations Supervisor
XPO
08.2017 - 09.2020
Dock Worker
XPO/ Conway
07.2012 - 08.2017
Customer Service Representative
United Neighborhood Health Services
08.2009 - 06.2012
Associate of Applied Science - Computer Information Technology, Magna Cum Laude
Volunteer State Community College
Similar Profiles
Cory MayCory May
Dock Worker at XPODock Worker at XPO
Mikayla PaulMikayla Paul
Casual Brand Ambassador at XPOCasual Brand Ambassador at XPO
Michael GilsonMichael Gilson
Supervisor at XPOSupervisor at XPO