KEONDA WASHINGTON
Lanham,MD
Summary
Resourceful Supervisor trained in resolution of critical issues within time-sensitive environment with successful track record of building and maintaining talented teams. Highly organized, energetic, and versatile leader committed to continuous improvements. Proven history of motivating staff to work together to achieve targets.
Overview
19
19
years of professional experience
Work History
OCC Supervisor
MTM Transportation
Hyattsville, MD
01.2021 - Current
- Created a culture of continuous improvement to inspire employees to take action to solve problems
- Planned and published production schedule and directed staffing and resources to meet production goals
- Collected statistical data and documentation to report on production status
- Assigned tasks to team members based on individual strengths and promoted a teamwork-driven environment to meet goals
- Worked with quality control and compliance teams to achieve full compliance with regulations and SOPs
- Met and exceeded productivity with the implementation of new processes to improve quality output
- Processed the day-to-day documentation between departments, consistently maintaining effective communication and eliminating bottlenecks
- Consulted with business professionals to offer guidance on best practices and business operations
- Produced weekly reports outlining the business operations successes and gaps for the senior management team
- Developed procedures and policies by devising strategies, consistently improving processes, and supporting organizational goals
- Resolved or escalated business problems to keep operations moving smoothly
Quality Service Liaison
Medical Transportation Management
Hyattsville, MD
10.2013 - 01.2021
- Provided leadership, insight, and mentoring to newly hired employees to supply knowledge of various company programs
- Planned and implemented layout enhancements to promote efficiency and maximize space utilization
- Recruited and trained new employees to meet job requirements
- Addressed internal and customer-related issues each day and affected strategic resolutions
- Coordinated with staff to clarify information and enforce procedures resulting in effective problem solving and smoother operations
- Developed team members into supervisors and department managers to promote family-based and performance-oriented culture
- Coordinated work of 8 employees by offering clear direction and motivational leadership
- Identified business issues, creating customized solutions for individual problems
- Demonstrated excellent communication skills in resolving product and consumer complaints
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
- Delegated work to staff, setting priorities and goals
Dispatcher
Mv Transporation
Hyattsville, MD
06.2006 - 10.2013
- Prepared daily work and run schedules.
- Resolved customer complaints related to service issues or delays.
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Advised personnel about accidents, weather conditions or other hazards.
- Analyzed operational data to identify trends and areas for improvement.
- Leveraged GPS devices and computer programs to plan routes, update customers or advise drivers about upcoming issues.
- Updated records of driver locations, delays, and cancellations.
- Managed a large volume of phone calls while ensuring accuracy in data entry.
Education
Dental Assisting Diploma - Dental Assisting
Applied Career Training
Arlington, VA06.2003
High School Diploma - General
Freestate Challenge Academy
Aberdeen, MD06.2001
Skills
- Quality Control Analysis
- Quality Monitoring
- Critical Thinking
- Computer Skills
- Team Management
- Organizational Skills
- Work Ethic
- Processes and Procedures
- Quantitative Skills
- Coaching and mentoring
- Microsoft Office
- Customer Service
- Training & Development
- Staff development
- Performance management
Timeline
OCC Supervisor
MTM Transportation
01.2021 - Current
Quality Service Liaison
Medical Transportation Management
10.2013 - 01.2021
Dispatcher
Mv Transporation
06.2006 - 10.2013
Dental Assisting Diploma - Dental Assisting
Applied Career Training
High School Diploma - General
Freestate Challenge Academy
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