Roshanda McCreight
Long Beach,CA
Summary
Resourceful Operations Professional experienced in optimizing processes and driving efficiency. Achieved measurable results through effective communication, strategic planning, and strong team collaboration. Focused on enhancing operational performance and adapting to changing needs while supporting team productivity.
Overview
30
30
years of professional experience
Work History
Operations Manager
FedEx
City of Industry, CA
08.2021 - Current
- Assumed responsibility as acting senior representative during leadership absences.
- Managed 40 employees on the PM sort operations to ensure efficient workflow and timely processing.
- Oversaw on-road and sort operations to enhance workflow efficiency.
- Monitored training and on-time service through daily reports, facilitating performance assessments.
- Utilized problem-solving skills to address challenges in a fast-paced environment.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and maintained relationships with external vendors and suppliers.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Developed and implemented strategies to maximize customer satisfaction.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Operations Manager
FedEx
San Bernardino, CA
04.2020 - 08.2021
- Successfully opened RIVA at new location, ensured proper systems were put in place.
- Managed over 50,000 packages on the Outbound Sort at RIVA.
- Collaborated with staff to maximize customer satisfaction and streamline procedures, contributing to improved bottom-line profitability.
- Assessed, optimized and elevated operations to target current and expected demands.
- Working with Long Haul Drivers, the ramp, GOCC, sort, sales to ensure all volume is captured and allocated correctly into the right lanes to provide internal customer service.
- Ensured a safe work environment and adhered to all policies and procedures.
- Successfully opened a new location, ensured proper systems were put in place.
- Led training programs for staff, improving performance and safety compliance.
- Streamlined operational workflows to enhance efficiency and reduce costs.
- Coordinated cross-functional teams to optimize logistics and delivery schedules.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Operations Manager
FedEx Express
Ontario, CA
04.2018 - 11.2019
- Developed and monitored key performance indicators to drive operational excellence.
- Implemented process improvements that increased productivity across multiple departments.
- Managed inventory control systems, ensuring accuracy and timely replenishment of supplies.
- Analyzed data trends to inform strategic decisions and improve service delivery.
- Fostered a culture of continuous improvement through feedback and employee engagement initiatives.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Facilitated smooth collaboration between departments through clear communication channels.
- Collaborated with Bulk customers, such as Adidas, Directv, AT&T, Under Armour, Walmart, Kohls and Microsoft to ensure seamless trailer pickups to various locations.
- Oversaw over 80,000 to 100,000 on the Outbound Sort at ONTR daily.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Increased profit by streamlining operations.
Dispatcher
FedEx
Costa Mesa, CA
12.2008 - 04.2018
- Scheduled and dispatched routes daily roadside assistance calls based on caller locations and available employees.
- Coordinated daily delivery and work schedules to ensure optimal coverage.
- Opened the lines of communication between sales, management and couriers that resulted in a positive impact in customer service.
- Facilitated communication between sales, management and couriers, enhancing customer service responsiveness.
- Restructured approximately 80 routes with managers and couriers, leading to improved operational efficiency.
- Trained new dispatch staff on operational protocols and software systems for enhanced performance.
- Implemented process improvements that increased operational workflow efficiency within the dispatch center.
- Managed high-stress situations calmly and effectively, ensuring timely assistance to those in need.
- Communicated with approximately 100 drivers and personnel to coordinate timely delivery of goods and materials.
- Directed dispatching, routing, and tracking of 200 fleet vehicles.
Customer Service Agent
FedEx Express
Hawthorne, CA
10.2005 - 12.2008
- Delivered exceptional customer service, resolving inquiries and complaints efficiently.
- Trained new team members on company policies and customer service protocols.
- Managed order processing, ensuring accuracy and timely shipment of packages.
- Implemented process improvements to enhance workflow efficiency and reduce errors.
- Collaborated with cross-functional teams to address operational challenges effectively.
- Led initiatives to boost customer satisfaction scores through targeted training programs.
- Developed standard operating procedures to streamline customer interaction processes.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
Courier
Federal Express
Hawthorne, CA
08.1997 - 10.2005
- Delivered packages efficiently across designated routes, ensuring timely arrival and customer satisfaction.
- Managed daily pick-up and drop-off schedules, optimizing routing for improved delivery efficiency.
- Operated delivery vehicles safely while adhering to traffic regulations and company policies.
- Trained new couriers on operational procedures, enhancing team performance and service quality.
- Greeted recipients, delivered packages, and parcels and acquired proper signatures for all deliveries.
- Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality.
- Operated delivery vehicles in compliance with safety regulations and company policies.
Package Handler
FedEx Express
Carson, CA
04.1996 - 08.1997
- Sorted and organized packages by destination, ensuring timely processing and delivery workflows.
- Monitored package flow to identify bottlenecks and implemented process improvements for efficiency.
- Operated material handling equipment to transport packages efficiently within sorting facility.
- Assisted in training new team members on safety protocols and operational procedures.
- Collaborated with team members to achieve daily targets, fostering a productive work environment.
Education
No Degree - Communications
Long Beach City College
Long Beach, CANo Degree - Communications
Los Angeles Harbor College
Wilmington, CAHigh School Diploma -
Gardena High School
Gardena06.1994
Skills
- Operations management
- Logistics management
- Data management systems
- Operational efficiency
- Operations monitoring
- Planning and implementation
- Schedule management
- Fleet Management
- Trace reporting
- Employee onboarding
- Team management
- Employee motivation
- Human relations
- Customer service
- Interpersonal communication
- Client relationships
- Problem-solving
- Employee training
- Workflow optimization
- Traces and trace reports
- Policy implementation
- Planning and organization
- Word, Excel, Powerpoint
Timeline
Operations Manager
FedEx
08.2021 - Current
Operations Manager
FedEx
04.2020 - 08.2021
Operations Manager
FedEx Express
04.2018 - 11.2019
Dispatcher
FedEx
12.2008 - 04.2018
Customer Service Agent
FedEx Express
10.2005 - 12.2008
Courier
Federal Express
08.1997 - 10.2005
Package Handler
FedEx Express
04.1996 - 08.1997
No Degree - Communications
Long Beach City College
No Degree - Communications
Los Angeles Harbor College
High School Diploma -
Gardena High School
FiveStar Award
Awarded a Five Star Award in 2021 for running a successful PM Outbound Operation in a new location in San Bernardino.