Michael Leal
Danbury,CT
Summary
Results-driven Process Assistant with expertise in logistics, operational leadership, and safety compliance within Amazon's high-paced delivery operations. Proven ability to lead teams, implement process improvements, and leverage data-driven insights to enhance efficiency and performance. Adept at training and developing associates, optimizing key performance metrics, and fostering a culture of accountability and continuous improvement.
Highly organized, proactive, and adaptable, with a strategic problem-solving mindset and a strong commitment to professional growth and operational excellence. Skilled in process optimization, workflow enhancement, and data management, with the ability to quickly master new systems and procedures to drive efficiency.
Overview
9
9
years of professional experience
Work History
Process Assistant
Amazon Delivery Station
03.2024 - Current
- Led load-out (LO) operations, ensuring on-time dispatch (OTD) at 95%+, maintaining a 50+ day record streak for on-time performance
- Managed DSP relationships, ensuring compliance with Amazon’s operational standards and coaching on Service Type Compliance (STC) improvements (75% to 95%+)
- Trained and developed associates, leading daily start-up meetings and coaching on safety, compliance, and performance
- Monitored and analyzed key performance metrics (OTD, STC, EOC, PNOV, RTS, DEA), identifying trends and implementing corrective actions
- Enforced safety compliance, conducting Vehicle Safety Audits (VSA) and launch pad safety audits, ensuring zero safety incidents for multiple months
- Led problem-solving initiatives, deep-diving Perfect Mile, Cortex, and QuickSight dashboards to optimize efficiency and reduce any barrier to achieving the goal
- Collaborated with cross-functional teams (UTR, RTS, ACES, WHS) to align operational goals and best practices
Driver Trainer
Amazon Delivery Station
10.2021 - 03.2024
- Trained 1,600+ delivery drivers (Cargo Van, CDV, EV), ensuring compliance with Amazon SOPs and safety standards
- Supervised and coached new Delivery Associates (DAs), identifying weaknesses and providing hands-on training for compliance and operational excellence
- Managed training schedules and class budgets, ensuring a continuous DSP pipeline for onboarding and skill upgrades
- Maintained compliance by monitoring and updating DSPs on training requirements and safety protocols
- Versatile in OTR and UTR operations, assisting in meeting customer promises and operational goals
- Delegated hands-on training tasks, promoting engagement, efficiency, and multi-perspective learning
- Specialized in leadership and team training, fostering an inclusive, high-performance environment
Manager
Dunkin Donuts
02.2016 - 05.2021
- Scheduled, trained, and coached over 15 employees, using feedback to improve onboarding and retention effectiveness by 15%
- Managed storefront-related services, including repairs and enhancements, to improve the customer experience
- Collected feedback and resolved customer complaints, increasing loyalty by 36%
- Monitored inventory levels to re-stock customer favorites and trending items and adjusted the goals based on season and during holidays, increasing sales by 25%
Education
Associate of Science - Business Administration
Southern New Hampshire University
Hooksett, NH01-2026
Skills
- Process Optimization & Workflow Improvement
- Safety & Compliance Management
- Data Analysis & Performance Metrics
- Problem-Solving & Decision-Making
- Continuous Improvement Strategies
- Adaptability to Dynamic Environments
- Data Analysis & Performance Metrics (Perfect Mile, Cortex, QuickSight Dashboard)
- Team Development & Training
- Cross-Functional Collaboration (DSP, UTR, RTS, ACES, WHS)
- Trilingual ( Portuguese, Spanish, English)
Timeline
Process Assistant
Amazon Delivery Station
03.2024 - Current
Driver Trainer
Amazon Delivery Station
10.2021 - 03.2024
Manager
Dunkin Donuts
02.2016 - 05.2021
Associate of Science - Business Administration
Southern New Hampshire University
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