Matthew Friesen
Pollok,TX
Summary
Accomplished Manager at FedEx Express, adept in team leadership and complex problem-solving, I significantly enhanced operational efficiency and customer satisfaction. Leveraging communication skills and adaptability, I led diverse teams to exceed audit standards and achieve milestones, fostering a culture of continuous improvement and engagement. I embrace change and adaptability with a focus on excellence and accountability for all employees. Able to lead by example, with a proven work ethic, identifying team strengths and adapting these strengths with successful results. Experienced in remote work, utilizing digital tools to effectivly meet and exceed company goals.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Manager Station Operations
FexEx Express
Nacogdoches, TX
08.2022 - 04.2024
- Remote Manager experienced in time management, problem solving, and independent oversight.
- Excellent verbal and written skills used daily embracing growth and learning.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- My responsibilities encompassed every facet of the operation, including scheduling, audit readiness, daily staff interactions, training, customer service, and adherence to TSA and FAA regulations.
- 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.
- Maintained professional, organized, and safe environment for employees and patrons.
- Excelled as a remote Hiring Manager for multiple locations, hiring, onboarding, and training of candidates for courier and customer service roles.
- Multiple awards for people engagement, audit excellence and performance.
Manager Station Operations
FexEx Express
Issaquah, WA
03.2018 - 08.2022
- Hybrid Operations Manager focused on time management, process improvement, and completion of company goals and standards.
- Daily responsibilities included morning sort operations, executing delivery and pickup routes, scheduling, ensuring TSA and FAA compliance, maintaining safety, security, and resolving conflicts per company standards and policy.
- Hybrid interim manager for Burlington, WA station, organizing routes and feeder aircraft operations in the absence Management.
- Acting Senior Manager in superiors absence, covering multiple stations remotely, including one on one meetings with Managing Director, leading weekly calls with district management including presentations to update district processes.
- SME for Customer Service Agent processes, advising district leadership to improve customer interactions, and develop new processes for customer improvements.
- Hybrid work environment with 40% of daily work requirements remote.
Manager Station Operations
FedEx Express
Kent, WA
06.2014 - 03.2018
- Hybrid Operations Manager motivating multiple locations to be productive and engaged in work,
- Daily duties encompassed route organization, ensuring the timely delivery and pickup of time-sensitive packages, adherence to safety compliance, and scheduling and organization of daily routes.
- Utilized remote work processes including daily timecard entry, conferencing with employees at other locations and uploading reports to Sharepoint sites.
- Maintained professional, organized, and safe environment for employees and patrons. Including daily safety meeting topics and Safety Awareness presentations.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Audit team member, traveling to numerous stations in the district scoring and coaching teams on Audit processes and requirements.
- Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
- Planned and executed follow-up audits at appropriate intervals to verify correct processes.
Manager Customer Service Network
FedEx Express
Tacoma, WA
11.2013 - 06.2014
- Hybrid Customer Experience Manager, I managed three locations: Kent, WA; Olympia, WA; and Tacoma, WA, leading a team of 20 employees.
- Managed a team of customer service representatives, fostering a positive work environment focused on teamwork and collaboration.
- Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
- Maintained detailed records of interactions with clients, allowing for easy retrieval when needed during follow-up communications or escalations.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
- Implemented quality control measures to maintain high standards of service across all touchpoints within the organization.
- Enhanced team productivity with introduction of flexible, hybrid working arrangements.
Manager Station Operations
FedEx Express
Canton, OH
08.2012 - 11.2013
- Hybrid Operations Manager applying strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Achieved operational excellence through consistent monitoring and evaluation of team performance both in station and remotely.
- Effective communicator both verbal and written, with a proactive approach to learning and professional growth.
- Established clear expectations for team members, leading to increased accountability and better overall performance.
- Managed multiple projects simultaneously, delivering results within deadlines while maintaining high quality standards.
- Streamlined operations by identifying areas for improvement and implementing necessary changes.
Manager Station Operations
FedEx Express
Evansville, IN
07.2010 - 08.2012
- Hybrid Operations Manager, responsible for motivating a team of 35 employees with 30% of workday remote.
- My experience includes interpersonal communication, conflict resolution, and fostering positive customer experiences
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
- Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
- Implemented innovative solutions to overcome challenges, leading to enhanced productivity levels.
- Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
- Evaluated hiring, firing, and promotions requests.
- Coordinated cross-departmental projects to improve product delivery timelines, enhancing customer satisfaction.
- Enhanced team performance with regular coaching sessions, focusing on individual strengths and areas for improvement.
- Audit Team Member managing a team of auditors, ensuring accurate and timely completion of audit projects.
- Maintained up-to-date knowledge on accounting standards and best practices to ensure high-quality audit results were delivered consistently.
Education
High School Diploma -
Ayala High School
Chino Hills, CASkills
- Communication skills
- Time management
- Customer service
- Problem Solving
- Team Management
Team Leadership
Verbal and written communication
Staff Training and Development
Staff Management
Complex Problem-Solving
Attention to Detail
Adaptability and Flexibility
Accomplishments
People Plan Excellence Award Winner 2010-2024 for excellence in communication and commitment to employees.
Certified Instructor Feeder Aircraft Operations CAF-157, CAF-137, leading certification courses on feeder interaction, safety protocol, and plane marshalling for employees.
5 Star Award Winner-2011 for leading project to integrate a Forward Base Of Operations at Evansville airport to bring feeder aircraft to location, improving delivery times and increasing productivity, and lowering operating costs. This included working with company executives, engineers, and local municipalities to ensure a safe, profitable operation for the Evansville station.
Member of award winning regional audit team, building and coaching under-performing stations to achieve and maintain corporate audit standards.
FedEx Humanitarian Award winner for work with Habitat For Humanity, FedEx cares initiative, and March of Dimes events both locally and nationally.
Certification
- Certified Feeder Aircraft Operations Instructor-CAF-157, CAF-137. 2010-Present.
- Certified Dangerous Goods Specialist. 2007-Present.
- Certified Spill Clean-up Specialist. 2007-Present.
- Certified CPR-AED Heartsaver-American Heart Association-2010-Present
- First Aid Certification-2005-Present
- Forklift Certification-2010-Present
Timeline
Manager Station Operations
FexEx Express
08.2022 - 04.2024
Manager Station Operations
FexEx Express
03.2018 - 08.2022
Manager Station Operations
FedEx Express
06.2014 - 03.2018
Manager Customer Service Network
FedEx Express
11.2013 - 06.2014
Manager Station Operations
FedEx Express
08.2012 - 11.2013
Manager Station Operations
FedEx Express
07.2010 - 08.2012
High School Diploma -
Ayala High School
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