Russell McAfee

• Manage a team of 18 Customer Service/Operations Associates
• Responsible to for ensuring we are delivering exceptional customer service to our internal and external clients
• Provide guidance to ensure our operations team is set up for success on a daily, weekly and monthly basis
• Coach, train and motivate to continue to grow and adapt to changes in the logistics industry
• Run, analyze and provide KPI, Inbound, Outbound and on-time loading reports to our client
• Review and resolve all customer requests and escalations
• Partner with leadership from Operations and Inventory to help improve process and procedures across all departments
• Partner with external vendors Uber Freight, CHEP and others to ensure our relationship continues to be positive and their support continues to help us exceed our goals.
• Oversaw vendor relationships to ensure optimal service levels at competitive pricing while meeting contractual obligations.
• Maintained thorough documentation of policies and procedures to enhance consistency and transparency across the team.
• Coordinated with other departments to resolve inter-departmental challenges that affected service delivery, promoting seamless collaboration across functions.
• Managed daily workflow of the customer support team, ensuring timely response and resolution of customer inquiries.
• Transformed strategy into standard practice with measurable KPIs.
• Championed best practices for managing escalations by effectively resolving high-priority issues with minimal impact on customer experience.
• Conducted regular performance reviews of direct reports to identify strengths as well as areas requiring additional coaching or mentoring.

• Manage team of over 150 to ensure we are meeting Business Plan, safety standards and building positive culture
• Responsible for employee development, coaching's and disciplinary feedback
• Responsible for managing and adjusting to all obstacles to ensure that our members receive their orders by promised delivery date
• Since taking over this role in October of 2020, I have oversaw growth of my shift from 50 associates to over 150 while increasing production by over 200%.
• Led team to achieve company goals and exceed targets consistently, fostering positive work environment.
• Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
• Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
• Conducted training sessions to educate employees on best practices and procedures to increase profitability.
• Assessed reports to evaluate performance, develop targeted improvements, and implement changes.
• Continuously improved operational procedures through ongoing evaluation of existing practices, incorporating feedback from team members and adopting industry best practices.
• Transformed underperforming teams into productive, profitable teams.
• Facilitated conflict resolution among team members, promoting open communication and fostering positive workplace culture.
• Improved overall efficiency by identifying areas in need of improvement and implementing necessary changes.
• Increased team productivity by streamlining processes and implementing more efficient systems.
• Optimized staffing levels by closely monitoring workload demands and adjusting schedules accordingly.

• Manage HR/EHS and ensure safety for 100 employees
• Post open positions to job boards and company website
• Review applications and vet applicants
• Schedule and conduct interviews for all 10 locations and make hiring decisions
• Oversee onboarding process, including new hire documentation, benefits setup, and training
• Introduce new employees to team members and communicate expectations
• Maintain government requirements and registrations; ensure meeting of FDA standards
• Update manuals, maintain driver files for each DOT driver, and provide proper MSDS to new customers
• Complete annual drug test reports
• Oversee employee resignation and termination processes, which include exit interviews and collection of company items
• Ensure payout of residual benefits and initiate COBRA documentation
• Ensure up-to-date employee training, as well as compliance with regulatory guidelines
• Conduct training required by DOT, OSHA, FDA, and Homeland Security
• Provide DOT/IATA shipping training
• Negotiate contractor compensation for projects
• Schedule annual fire inspections
• Play key role in process involving building of 2 new plants, including planning, contractor selection, EPA regulatory compliance and city/state permit offices communication
• Includes role as intermediary with engineer in Denmark to ensure building and land compliance
• Revamped employee time clock policy, saving company $18,000 per year
• Changed policy of 7-minute roundup/round-down to by-the-minute calculation
• Saved $9,000 per new hire by implementing use of job boards and social media to identify employment candidates instead of depending solely on recruiters
• Orchestrated update of GPS systems in all vehicles, improving record keeping on trucks, cost report detail, and driver activity tracking.
• Managed and motivated employees to be productive and engaged in work.
• Accomplished multiple tasks within established timeframes.
• Maintained professional, organized, and safe environment for employees and patrons.
• 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.
• Onboarded new employees with training and new hire documentation.
• Cross-trained existing employees to maximize team agility and performance.

• Partnered with B2B sales team to reduce negative churn
• Conducted discovery calls for companies considering service termination
• Assessed customers' use of lines of service, company growth, technology aptitude, and cost concerns
• Reviewed account details to identify cost saving opportunities
• Ran detailed reports on features and apps to identify potential promotions
• Compose proposals detailing each account line and forwarded to sales reps for presentation to clients
• Implemented approved changes and followed up to ensure customer satisfaction Translated proposals into MS Excel documents and prepared detailed write-ups explaining change details to clients and sales team
• Tracked market trends for communication to management and finance to aid in proactive promotions development.
• Developed comprehensive reports to inform strategic decision-making for senior leadership.
• Managed cross-functional projects to ensure timely delivery of high-quality results.
• Implemented data-driven approaches to improve overall efficiency in day-to-day operations.
• Facilitated change management processes during times of organizational restructuring or transformation efforts.
• Streamlined business operations by identifying inefficiencies and implementing process improvements.
• Designed training programs for new hires, fostering a culture of continuous learning and skill development among employees.
• Collaborated with various departments to streamline workflows and optimize resource utilization.
• Enhanced team collaboration, implementing effective communication tools and strategies.

Managed team of 12 employees considered top performers with subject matter expertise. Provided training support for offline group. Monitored department performance and identified issues, with attention to maintaining high morale and culture of productivity. Created, scheduled, and delivered department trainings. Provided peer-to-peer coaching. Collected

• Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
• Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.

GPA: 3.8 (Deans List every quarter)

• Continuing education in Business Management