Kelsey Skinner
Newton,NC
Summary
Results-driven operations manager with experience in break bulk and end of the line settings. Proven ability to build strong relationships with employees while maintaining accountability, fostering engagement, and promoting a positive work environment. Skilled in monitoring operational performance, leading team meetings, managing reports and metrics to reach KPI's, establishing strategic goals that support operational success. Participated in our Routemax launch by traveling to different service centers assisting in training them on the new system as well as previous traveling to assist in the opening of Charlotte with an audit. Successful completion of the Ignite Leadership Development Program, traveling to Richmond for supervisor meetings, and advancement to lead dispatcher for the company's largest P&D operation. Committed to continuous improvement, employee development, and delivering exceptional results.
Overview
9
9
years of professional experience
Work History
Operations Manager
Estes Express Lines
Conover, NC
09.2025 - Current
- Manage daily operations to ensure efficiency and adherence to safety protocols.
- Maintaining a safe and clean environment.
- Managing hours to keep our overtime levels down and keep the employees hours balanced.
- Handling numerous reports to ensure our KPI’s were being met and putting plans in place if they weren’t.
- Keeping record of DVIR compliance for equipment.
- Handling the tractor/ trailer inspections for the service center.
- Changing shifts as needed for either support or vacation coverage.
- Leading the service center when our service center manager is on vacation.
- Scheduling coverage as needed for vacations and call outs.
- Correcting UKG errors timely and covering payroll when our clerk is off.
- Overseeing dock and driver meetings to keep them up to date on changes and monthly safety training.
- Handling corrective actions for the service center.
- Usage of all programs; IRM, routemax, edock, as400, Samsara, Enet, engineering dashboard, etc.
- Assisting with hiring and termination.
- Inputting all weight citations, inspections, spills, accidents, injuries, and terminal documents in IRM.
- Using our PND optimizer and Samsara to create a weekly spreadsheet to keep up with driver scores, efficiency, gap times, and stops per hour to give out extra mile points and encourage goals for our city drivers.
- Drilling into our LQI’s and using them as teaching moments with our dock personnel.
- Keeping up with equipment repairs.
- Encouraging better unity between dock shifts.
- Resolving customer issues.
- Trained how to complete an audit with the opening of the Charlotte service center.
- Assisting with our routemax launch at the service centers (Charlotte, Wilmington, Hickory).
Dispatch Supervisor
Estes Express Lines
Charlotte, NC
10.2019 - 09.2025
- Oversaw daily dispatch operations, ensuring timely and efficient service delivery.
- Coordinated scheduling for drivers.
- Worked all shifts in dispatch including lead dispatcher and learned every board in the Charlotte dispatch operation.
- Trained and mentored new dispatch staff on operational procedures and software systems.
- Monitored shipment statuses, resolving issues to maintain high customer satisfaction levels.
- Analyzed performance metrics to identify trends and drive operational efficiencies.
- Managed daily workloads, ensuring all available personnel were utilized effectively to meet service demands.
- Mentored under our operations manager to gain knowledge on various reports and leadership skills.
- Managed hours for our drivers to ensure they were balanced and our overtime was controlled.
- Used drivers strength to place them in the right areas to ensure efficiency.
- Led driver meetings for safety training, new systems and procedures, and to work towards goals.
- Used IRM to input accident and injury reports.
- Tracked drivers using peoplenet and samsara to identify gap times.
- Assisted in hiring and termination of city drivers.
Customer Service
Estes Express Lines
Conover, NC
05.2017 - 10.2019
- Doing driver check-in and billing as drivers came back to the service center.
- Dispatched linehaul as needed.
- Kept track and filed our DVIRs.
- Answer customer service phone calls and resolved issues as quickly as possible.
- Ran quotes for customers and entered pick ups.
- Covered appointments as needed.
- Covered our outbound supervisor with assistance from our lead dock worker when our outbound supervisor was on vacation.
- Tracking shipments and entering notes on as400.
- Keeping up the expense report for lumber and liftgate charges.
- Staying on our missing images to keep them up to date.
- Flagging shipments for the dock (gold medal, hazmat, Canada)
- Traveling to assist in training/ catching up due to inclement weather (Stafford, Columbia, Minneapolis).
Education
High School Diploma -
Freedom High School
Morganton, NC06-2017
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Planning and implementation
- Performance monitoring
Timeline
Operations Manager
Estes Express Lines
09.2025 - Current
Dispatch Supervisor
Estes Express Lines
10.2019 - 09.2025
Customer Service
Estes Express Lines
05.2017 - 10.2019
High School Diploma -
Freedom High School