Karen Kemp
Hernando
Summary
Dynamic operations manager with a proven track record at HINO Trucks, enhancing efficiency through strategic process improvements and robust performance metrics. Skilled in team leadership and conflict resolution, I successfully fostered high-performing teams, achieving departmental goals while elevating customer satisfaction scores through exceptional service delivery and effective training programs.
Overview
21
21
years of professional experience
Work History
Manager- Distribution and Warehouse Operations
HINO Trucks
02.2005 - Current
- Led cross-functional teams to enhance operational efficiency and streamline processes.
- Implemented performance metrics to assess productivity and identify areas for improvement.
- Developed training programs for new hires, ensuring adherence to safety protocols and company standards.
- Managed inventory control systems, optimizing stock levels and reducing waste.
- Coordinated with suppliers to ensure timely delivery of parts and components, supporting production schedules.
- Oversaw budget management, aligning departmental expenditures with strategic goals.
- Fostered a culture of continuous improvement through regular feedback sessions and team workshops.
- Established key performance indicators (KPIs) to track project progress and drive accountability across teams.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed and maintained relationships with customers and suppliers through account development.
- Improved safety procedures to create safe working conditions for workers.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Coordinated with IT department to upgrade technology infrastructure, enhancing operational efficiency and data security.
- Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Maintained comprehensive knowledge of products to provide tailored recommendations.
- Monitored customer feedback to identify areas for improvement in service quality.
- Developed training materials to support ongoing employee development and performance enhancement.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Participated in training programs to enhance product knowledge and customer service skills.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Managed timely and effective replacement of damaged or missing products.
- Cross-trained and provided backup support for organizational leadership.
- Trained staff on operating procedures and company services.
- Identified and resolved discrepancies and errors in customer accounts.
Education
High School Diploma -
KIRBY HIGH SCHOOL
MEMPHIS, TNSkills
- Customer service
- Team leadership
- Time management
- Decision-making
- Verbal and written communication
- Complex Problem-solving
- Staff training and development
- Staff management
- Task delegation
- Goal setting
- Documentation and reporting
- Relationship building
- Operations management
- Project management
- Cross-functional teamwork
- Performance management
- Staff development
- Policy implementation
- Conflict resolution
- Workforce management
- Performance evaluations
- Key performance indicators
- Expense tracking
- Safety procedures
- Work prioritization
- Policy and procedure development
- Inventory management
- Regulatory compliance
- Computer skills
- Problem resolution
- Positive attitude
- Adaptability and flexibility
- Attention to detail
- Multitasking
- Problem-solving
- Excellent communication
- Organizational skills
- Managing operations and efficiency
- Customer relationship management
- MS office
- Process improvement
- Active listening
Timeline
Manager- Distribution and Warehouse Operations
HINO Trucks
02.2005 - Current
High School Diploma -
KIRBY HIGH SCHOOL