Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Joyce Cruz

Memphis,TN

Summary

Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.

Overview

19
19
years of professional experience

Work History

Operations Manager II

Staples Distribution
Memphis, TN
07.2022 - Current
  • Develop accuracy and verification of inbound process to reduce inventory shrinkage and loss
  • Monitored operational policies and procedures to ensure most effective processing of orders; damage control; errors and mispicks and customer excellence
  • Supervise leadership development to coach, counsel and motivate associates to obtain production, performance and morale
  • Conduct facility semi-annual inventory and report results with action plan to address shrinkage and loss
  • Achieved Quality improvement of 20% by completing associate cross-training and redesigning new employee on-board training program
  • Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics
  • Identified procedure or process changes required to improve performance and productivity
  • Advanced productivity KPIs to achieve key business goals and objectives

Operations Manager

Macy's
12.2014 - 07.2021
  • Cultivated partnerships with 3rd party carrier management to review truck capacity and route efficiency for all delivery regions ; analytical review of routes to ensure DOT guidelines were met
  • Implemented and enforced best practice logistics principles, policies and processes to improve overall financial performance
  • Planned and created annual delivery budgets of $2.5 million to meet financial objectives
  • Analyzed Key Performance Indicators and provided monthly action plans to address opportunities and grow strengths; employee engagement and moral improvement
  • Assisted executive team with structuring and development of department operational goals to meet company wide short and long term goals - Productivity , Financials, Standard OP and Quality
  • Utilization of WMS for product inventory control and accuracy; ensure stock availability for customer purchase
  • Spearheaded co-mingle delivery project resulting in reduction of delivery costs by $50K monthly
  • Increased satisfaction by 8%, Keep In Home Rate by 15% and decreased Return Rate by 11%
  • Results achieved thru increasing communication of goals, mentoring, coaching and focus of customer satisfaction with colleagues

Customer Experience Coordinator (Supervisor)

Sonwil Distribution
02.2013 - 11.2014
  • Created and implemented company-wide cross training program that resulted in reduction of customer service concerns and increased productivity by 30%
  • Direct management responsibilities including selection, on-boarding, development, performance coaching and continuous training
  • Fostered strong relationships with sales executive teams to support activities in driving additional business with new and existing business
  • Worked with warehouse team for creation of Bill of Lading, routing, picking of product and carrier scheduling (pickup and delivery)
  • Worked with clients, vendors and IT department for set up and confirmation of all EDI transactions
  • Knowledgeable with all carrier processes - 3PL carriers, UPS, USPS and Fed Ex web program
  • Maximized and managed storage capacity of warehouse through proper management of product at receipt and during storage

Operations Manager

Installs LLC
01.2001 - 01.2012
  • Dispatching of vehicles/trucks for completion of customers' expectations including; scheduling, ensuring on-time arrival, re-routing, rescheduling, re-dispatching
  • Strengthened customer service results by collaborating in creation of interactive escalation dashboard allowing team members to follow up and provide customer resolution within 24 hours
  • Find resolution for any customer dissatisfaction by being liaison between field and 3rd party clients; including any damages to property or products during transfer or installation
  • Weekly contact with 3rd party clients for updates on policies and procedures, quality, services, field performance (drivers) and performance of call center employees
  • Weekly analytical review of data to provide CEO, representing any areas of need and success such as staffing, training, development, savings, procedure enhancements
  • Hiring, training, development and evaluation of all employees; assist in decisions of counseling and discipline
  • Created and developed bilingual customer service team - translating all documents in to Spanish for call center to improve customer service execution

Education

B.B.A - Business Administration and Management

Bryant And Stratton College
Getzville, NY
2014

Skills

Staff Development

  • Logistics Oversight/Supply Chain
  • Process Improvement
  • Team Management
  • Business analysis
  • Operations Management
  • Warehouse Management System
  • Inventory Management
  • Policy Development and Enforcement
  • Performance Monitoring and Evaluation
  • Operational Efficiency and Safety

Additional Information

  • Willing to relocate: Anywhere, Authorized to work in the US for any employer

Timeline

Operations Manager II

Staples Distribution
07.2022 - Current

Operations Manager

Macy's
12.2014 - 07.2021

Customer Experience Coordinator (Supervisor)

Sonwil Distribution
02.2013 - 11.2014

Operations Manager

Installs LLC
01.2001 - 01.2012

B.B.A - Business Administration and Management

Bryant And Stratton College

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Joyce Cruz