Kelly Coleman
Millsap,TX
Summary
Experienced Operations Manager with a proven track record at 10 Roads Express, enhancing operations efficiency and customer satisfaction. Excelled in staff management and workflow optimization, demonstrating exceptional problem-solving and team leadership skills. Achieved significant performance improvements, streamlining processes for increased profitability.
Overview
30
30
years of professional experience
Work History
Operations Manager
10 Roads Express
Dallas, TX
04.2021 - Current
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Analyzed and reported on key performance metrics to senior management.
- Analyzed data trends to identify potential bottlenecks in operations workflow.
- Increased profit by streamlining operations.
- Oversaw fleet maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Implemented business strategies to increase revenue.
Terminal Manager
10 Roads Express
Fort Worth, TX
06.2011 - 04.2021
- Performed human resource-related tasks by interviewing and hiring employees, performing payroll functions and evaluating drivers.
- Coordinated and monitored maintenance and repair of company vehicles to provide timely servicing.
- Monitored employee performance and productivity.
- Established a culture of continuous improvement within the team, leading to enhanced performance levels across various functions.
- Maintained flexibility to work variety of shifts and days of week consistent with demands.
- Directed and monitored tracking, routing and dispatching transportation vehicles.
- Hired, trained and educated new employees to improve company performance and efficiency.
- Optimized inventory management practices for better stock control, reduced wastage, and increased cost savings.
- Managed terminal operations to ensure smooth functioning, optimal resource utilization, and timely service delivery.
- Achieved high customer satisfaction ratings by addressing concerns promptly and providing exceptional service at all times.
- Oversaw maintenance activities, ensuring equipment reliability and minimal downtime due to repairs or malfunctions.
- Coordinated driver dispatch to accomplish daily delivery requirements.
Dispatcher
10 Roads Express
Dallas, TX
07.2008 - 06.2011
- Improved customer satisfaction with timely and accurate dispatching of service requests..
- Resolved conflicts between service providers or customers in a diplomatic manner to maintain positive relationships.
- Maintained detailed records of dispatched calls, resource allocation, and incident outcomes for reporting purposes.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Facilitated smooth transitions between shifts by properly documenting unresolved calls and ongoing incidents.
- Demonstrated adaptability in evolving situations by adjusting strategies in real-time as new information became available.
- Collaborated with fellow dispatchers to maintain a seamless workflow during shift changes.
- Directed dispatching, routing, and tracking of 200 fleet vehicles.
- Managed high-stress situations to ensure caller calmness, using effective communication and problem-solving skills.
- Scheduled and organized delivery routes.
- Coordinated with drivers to facilitate efficient delivery routes and timely deliveries.
- Communicated with customers to provide delivery updates and resolution.
- Monitored vehicle locations to coordinate timely arrivals.
Driver
10 Roads Express
Dallas, TX
11.1994 - 07.2008
- Followed all relevant traffic laws and safety regulations.
- Achieved safe driving records by consistently following traffic rules and regulations.
- Developed strong relationships with clients, fostering trust through professionalism and reliability in transportation services provided.
- Utilized GPS and other navigation tools to plan routes and stay on schedule.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Delivered goods and products to customer on time and in excellent condition.
- Upheld high standards of cleanliness within the vehicle''s interior/exterior appearance, providing a professional image for the company at all times.
- Cleaned and maintained vehicle and assessed vehicle for damage after each shift.
- Communicated with dispatchers and other personnel to coordinate transportation schedules.
- Completed routine pre- and post-trip inspections to evaluate vehicles and assess maintenance needs.
- Demonstrated strong knowledge of geography and local roads for optimal route selection.
- Navigated challenging weather conditions safely while maintaining on-time delivery performance rates.
- Improved customer satisfaction by maintaining punctuality and adhering to strict delivery schedules.
- Maintained accurate delivery records, ensuring all packages were accounted for and delivered to the correct recipients.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
Education
High School Diploma -
Mesquite High School
Mesquite, TX06-1987
Skills
- Problem-solving
- MS office
- Operations management
- Decision-making
- Workflow optimization
- Operations oversight
- Client relationships
- Team leadership
- Staff management
- Performance evaluations
- Data analysis
Timeline
Operations Manager
10 Roads Express
04.2021 - Current
Terminal Manager
10 Roads Express
06.2011 - 04.2021
Dispatcher
10 Roads Express
07.2008 - 06.2011
Driver
10 Roads Express
11.1994 - 07.2008
High School Diploma -
Mesquite High School