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
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
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
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
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
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