Jeffrey Gorham
Gwynn Oak,MD
Summary
Accomplished Operations Manager with a proven track record at both NewPenn and Ryder, enhancing customer satisfaction and operational efficiency through expert problem-solving and team leadership. Skilled in operations management and customer service, successfully developed strategies that improved performance outcomes and ensured on-time deliveries. Demonstrated ability to empower employees and foster a positive work environment, leading to significant improvements in accountability and safety standards. Seasoned and talented leader with 15 years of experience in the transportation industry. Adept in several logistical roles and excels in all of them.
Overview
15
15
years of professional experience
Work History
Operations Manager
Ryder
11.2021 - Current
- Supervised drivers and kept employees compliant with company policies and procedures.
- Developed and maintained an excellent relationship with internal customer demands and needs.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- 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 services.
- Enhanced customer satisfaction with on-time deliveries by closely monitoring driver progress and providing real-time updates to clients.
- Developed contingency plans for unexpected situations such as road closures or severe weather conditions, minimizing disruptions to delivery schedules.
- Coordinated with sales teams to understand clients'' needs and requirements, resulting in optimized delivery schedules that met or exceeded expectations.
Operations Manager
NewPenn Motor Express
03.2009 - 10.2021
- 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.
- Facilitated smooth collaboration between departments through clear communication channels.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Enhanced customer satisfaction with on-time deliveries by closely monitoring driver progress and providing real-time updates to clients.
- Developed contingency plans for unexpected situations such as road closures or severe weather conditions, minimizing disruptions to delivery schedules.
- Led a high-performing team of dock workers, providing guidance, training, and performance evaluations.
- Ensured timely shipments by closely monitoring loading and unloading processes.
- Improved safety standards with regular inspections and adherence to company protocols.
- Promoted a positive work environment by fostering open communication and resolving conflicts promptly.
Education
Associate of Arts - Business Administration
The Community College of Baltimore County
05.2012
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Planning and Implementation
- Operations Oversight
- Delegation
Timeline
Operations Manager
Ryder
11.2021 - Current
Operations Manager
NewPenn Motor Express
03.2009 - 10.2021
Associate of Arts - Business Administration
The Community College of Baltimore County