Summary
Overview
Work History
Education
Skills
Websites
Languages
Timeline
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Michael Morales

Dallas,Texas

Summary

Over 15 years of logistics and operations experience with a heavy focus on last-mile delivery. Highly skilled in all aspects of operations, including new customer/product launches, workforce management, analytics, fleet performance, recruiting, financials, and execution of key performance indicators driving top-line revenue growth and bottom-line savings. Passionate about building high-performing teams through career development and strategic skill training, continuously advancing overall team performance. An accomplished leader in start-ups, mergers, and transformation efforts, ensuring scalable solutions that drive profitability while controlling costs. Work closely with senior management to develop long-term operational strategies to meet company objectives.

Overview

16
16
years of professional experience

Work History

Director of Operations

PICKUP
02.2016 - 02.2024
  • Led a team of 15 District Managers across 100 markets, nurturing high-level performance nationwide.
  • Directed daily call center of 50 dispatchers, ensuring optimal staffing levels to meet service level objectives
  • Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
  • Led regular meetings with fellow dispatchers to discuss performance metrics, share best practices, and address any concerns or challenges faced on the job
  • Reduced call center wait times by streamlining the dispatch process for faster response times
  • Successfully improved employment turnover through creating incentive and training programs.
  • Innovated and implemented a 'helper program', achieving a 40% decrease in driver pay,
    and reducing the need for larger asset recruitment.
  • Implemented successful business strategies to increase margins by 30%
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement
  • Created policies and procedures for improved workflow processes
  • Worked with management team to develop operational goals aligned with business strategy
  • Redesigned operations team consolidating roles and reducing redundancy driving 35% operational savings
  • Identified areas where process improvements could be made resulting in increased productivity
  • Set goals and expectations for direct reports using a performance review process, holding staff accountable
  • Oversaw the implementation of new technology solutions designed to streamline processes
  • Directed the operations and logistics of a 35 million dollar business
  • Implemented offshore BPO generating resource savings of 50%
  • Analyzed data trends and identified potential risks or opportunities associated with operations
  • Analyzed financial data to make informed decisions on cost savings initiatives
  • Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.


Installation Manager/Sales Manager

Lowe's Home Improvement
06.2012 - 10.2015
  • Conduct site inspection for ongoing installation to ensure customer satisfaction and safety of customers and installers
  • Supervised field installation staff and handled escalated issues to maintain progress
  • Provided ongoing staff training, ensuring a high level of expertise in revenue collection practices.
  • Managed a team of 20 sales representatives to achieve consistent revenue growth.
  • Collaborated with sales teams to secure new business opportunities and drive revenue growth.
  • Review weekly sales results with sales specialists in weekly meetings
  • Review sales contracts to conduct optimal accuracy
  • Insure contractor's invoices are paid within a timely matter
  • Responsible for coordinating installed sales projects and effectively communicating with customer
  • Answering inbound calls and making outbound calls to installer and customer
  • Communicated regularly with customers throughout their installation projects to ensure expectations were being met or exceeded
  • Analyzed customer feedback following completed installations, making recommendations for improvement where applicable

Assistant Sales Manager

Floor and Décor
06.2008 - 02.2012
  • Shared duties with store manager, responsible for leading, directing, coordinating and motivating team to insure daily work plans were met
  • Supervised daily store activities
  • Train employees on all sales aspects
  • Assist customers in the selection of hardwood and tile building materials for remodeling needs
  • Help increase store revenue to achieve our goals
  • Used company guidelines and procedures to set new merchandise displays; requesting signs and label when necessary and driving sales by ensuring the store was well stocked
  • Responsible for coordinated inventory tracking and store merchandise
  • Met with team weekly to identify sales opportunities, discuss strategies and execute new promotions
  • Prepared reports detailing performance metrics such as sales volumes and conversion rates
  • Provided leadership on special projects as needed to drive business growth objectives.

Education

Associate of Applied Science - Business Administration

Everest College
Dallas, TX

Skills

  • Operational Efficiency
  • Risk Analysis
  • Operations Oversight
  • Strategic Planning
  • Strategic planning and execution
  • Territory Design
  • Fleet Management
  • Analytical Skills
  • Innovative
  • Cost Reduction
  • Budget Planning
  • Offshore BPO Implementation

Languages

English
Native or Bilingual
Spanish
Professional Working

Timeline

Director of Operations

PICKUP
02.2016 - 02.2024

Installation Manager/Sales Manager

Lowe's Home Improvement
06.2012 - 10.2015

Assistant Sales Manager

Floor and Décor
06.2008 - 02.2012

Associate of Applied Science - Business Administration

Everest College

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Michael Morales