Grace Yelonek
Logistics Supervisor
Columbus,OH
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
8
8
years of post-secondary education
11
11
Certifications
Work History
Supervisor Operations, Support & Dispatch
Cardinal Health - OptiFreight Logistics
Columbus, OH
01.2022 - 03.2023
- Provided $560K cost savings to customer by streamlining their courier pickup services.
- Increased courier on time performance by 20%.
- Reduced customer response time from 1.5 days to 3 hours via phone and email requests.
- Managed largest customer's account day to day activities. Example, customer compliance, courier on time performance, billing and reporting.
- Onboarded 5 new clients to the program.
- Oversaw, 11 employees and all her crossed trained in courier and carrier customer requests.
- Onboarded 4 new employees to the company.
- Created training and SOPs for internal and external stakeholders.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Motivated and trained employees to maximize team productivity.
- Outsourced unnecessary services to save on labor costs and adhere to company budgets.
- Colaborated with internal stakeholders for customer and courier contracts.
- Analyzed department metrics and performance and reported findings to management.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Promoted community integration by providing extensive physical, emotional and social support.
- Created, prepared, and delivered reports to various departments.
- Helped clients manage and reach individual goals, supporting independent progression and social skills.
- Managed internal operational standards and productivity targets.
Manager
FedEx Services
Memphis, TN
01.2019 - 12.2021
- Oversaw and managed 29 internal team members, launch strategies to increase efficiencies to assist in reducing overall cost per customer
- Reduced handle time from 3% to -11% via coaching
- Reduced not ready time, off phone activity, from 4.34% to 2.21%
- Increased emails closed per hour from 3.23 to 8.12
- Increased customer satisfaction from a 4.30 to 4.80 on 5 scales
- Eliminate outbound calls
- Monetized customer spreadsheet requests
- Created back up for monetizing certain warehouse and customer service functions
- Follow-up on outbound shipments due to missing parts
- Put away inbound parts that are ageing
- Technical support on new apps or software
- Created data analytics capabilities within the strategic transformation team defining, measuring, analyzing and visualizing key KPIs, reducing delayed responses and automatic reporting via BI for 30+ customers
- Onboarding, technical assistance, SOPs, work flow set up for customer service and logistics team
- Seasoned analysis and growth professional with deep empathy internal and external customer needs, big picture, and strategy, to uncover and scale new business model and end-user solutions
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Developed and maintained relationships with customers and suppliers through account development.
- Cross-trained existing employees to maximize team agility and performance.
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Improved safety procedures to create safe working conditions for workers.
- Controlled costs to keep business operating within budget and increase profits.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Developed and implemented business strategies to achieve business goals and stay competitive.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Managed and motivated employees to be productive and engaged in work.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Experience Representative
Cargo, FedEx Services
Memphis
01.2005 - 01.2019
- Training internal and external customers for less than truckload, truckload, IATA, Air and Ground
- Inbound calls for transportation needs
- Created SOPs, workflow and QRGs
Courier
FedEx Express
Kalamazoo, MI
01.2003 - 01.2005
- Define pickup route
- Processed customs compliance and haz mat documentation for outbound shipments
Education
MBA - Supply Chain Management
Northeastern University
01.2015 - 04.2018
BA - Art History
Western Michigan University
08.1999 - 12.2003
Skills
Spreadsheet development
Logistics expertise
Human resources
Skill Development
Customer Relations
Financial administration
Documentation abilities
Troubleshooting
Training and mentoring
Customer service understanding
Team Building
Contract Management
Quality assurance
Document management
Staff Management
Certification
BUSINESS STRATEGY
Volunteerism
Mid South Toys for Tots - 2013 - present
- Arranged and organized volunteers
- Set up warehousing for sorting, picking, packing, and delivery to families.
- Applied for grants.
- Responded to family questions or concerns regarding the program.
Timeline
Supervisor Operations, Support & Dispatch
Cardinal Health - OptiFreight Logistics
01.2022 - 03.2023
Manager
FedEx Services
01.2019 - 12.2021
MBA - Supply Chain Management
Northeastern University
01.2015 - 04.2018
Experience Representative
Cargo, FedEx Services
01.2005 - 01.2019
Courier
FedEx Express
01.2003 - 01.2005
BA - Art History
Western Michigan University
08.1999 - 12.2003