Princess Jones
Decatur,GA
Summary
Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.
Overview
28
28
years of professional experience
1
1
Certificate
Work History
Operations Manager
FedEx
06.2015 - Current
- Streamlined operations by implementing process improvements, enhancing efficiency across multiple departments.
- Mentored team members, fostering skill development and promoting a culture of continuous improvement.
- Analyzed performance metrics to identify trends, driving strategic decisions for operational enhancements.
- Oversaw daily workflow management, ensuring adherence to safety and quality standards in all operations.
- Developed training programs that improved employee onboarding processes, increasing retention rates significantly.
- Led initiatives that improved customer service response times, contributing to heightened satisfaction levels among clients.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Operations Manager
FedEx
01.2005 - 06.2015
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Handled staff training initiatives aimed at upselling the workforce to meet dynamic industry demands.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Assisted in recruiting, hiring and training of team members.
Swing Driver/DOT Courier
FedEx
06.2000 - 01.2005
- Operated vehicles safely to ensure timely deliveries across designated routes.
- Maintained accurate logs of vehicle inspections and maintenance records.
- Assisted in training new drivers on company policies and safety procedures.
- Adhered to traffic laws and regulations while driving in various conditions.
Customer Service Agent
FedEx
02.1998 - 06.2002
- Delivered exceptional customer service by addressing inquiries and resolving issues promptly.
- Managed package tracking and delivery updates using internal systems to enhance customer experience.
- Guided team in handling complex customer interactions, fostering a supportive environment for problem resolution.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Addressed customer account discrepancies and concerns.
- Trained staff on operating procedures and company services.
Education
Associate of Arts - Business Communication
Rutledge College
Atlanta, GASkills
- Problem-solving
- Team leadership
- Operational efficiency management
- Customer service
- Decision-making
- Policies and procedures implementation
- Microsoft Office Suite (Excel, PowerPoint, Word)
Certification
- Customer Service, FedEx- Current
Timeline
Operations Manager
FedEx
06.2015 - Current
Operations Manager
FedEx
01.2005 - 06.2015
Swing Driver/DOT Courier
FedEx
06.2000 - 01.2005
Customer Service Agent
FedEx
02.1998 - 06.2002
Associate of Arts - Business Communication
Rutledge College