Sergio L Santos
La Puente,CA
Overview
8
8
years of professional experience
Work History
Senior Operations Administrator
Federal Express Corporation (FedEx Ground)
09.2020 - Current
- Served as the first point of contact for internal and external customers, resolving and escalating issues to maintain service levels, ensure customer satisfaction, and uphold the FedEx brand reputation.
- Resolved 50–200 daily delivery exceptions involving address inaccuracies, damaged packages, and unsafe or undeliverable delivery locations. Took corrective action to ensure packages remained deliverable and on schedule.
- Collaborated with facility leadership to support Business Control Self Assessment (BCSA) audits through accurate data and records retrieval. Maintained audit readiness and compliance through effective records maintenance, inventory control, and compliant document destruction.
- Assisted facility leadership with a variety of operational projects, including accident information collection, Peak Season operational planning, inbound productivity tracking, work area planning, facility yard mapping, facility planning initiatives, safety critical-zone posters, and document management using Microsoft SharePoint.
Operations Supervisor
Federal Express Corporation (FedEx Ground)
07.2020 - 09.2020
- Led daily outbound automated and manual load operations with a focus on safety, coaching, and productivity. Reinforced FedEx’s Safety Above All culture by upholding dock safety standards and safe work practices, ensuring a safe load side area and proper dock positioning of straight trucks and trailers. Coached Package Handlers to meet productivity standards for proper unloading, loading, scanning, and non-conveyable handling.
- Managed workforce planning and administrative operations. Led presort meetings to communicate operational updates and daily goals. Reviewed paid time off requests and verified KRONOS MyTime timecards, monitoring rest and meal compliance to ensure accurate payroll, staffing coverage, and compliance with local, state, and federal wage-and-hour laws.
- Coordinated trailer dispatch activities in partnership with Linehaul. Ensured proper trailer equipment was used and adhered to critical cut times to support on-time departures and timely package service. Verified accurate Trailer Management System (TMS) and Dock Control Sheets entries with strong attention to detail to produce accurate operational data and support efficient dispatch.
Special Assignment - Operations Administrator
Federal Express Corporation (FedEx Ground)
04.2020 - 07.2020
- Coordinated closely with Industry Hub and Industry Local staff during the COVID-19 pandemic to manage extreme package volume surges, ensuring all shipments were accounted for, accurately scanned, and loaded into the correct trailers to maintain operational flow and service reliability.
- Drove a 50–75% reduction in incorrect Walmart Return to Shipper (RTS) packages by identifying and escalating a company-wide failure affecting Industry Hub and Industry Local operations during the rollout of new software and hardware for RTS processing. Collaborated with station staff from various facilities and Quality & Process Specialists across multiple districts and regions to implement corrective actions, resulting in indirect process changes supported by Process Engineering – Corporate.
Lead Package Handler & Trainer
Federal Express Corporation (FedEx Ground)
04.2018 - 04.2020
- Coached new and existing Package Handlers on package unloading, loading, scanning, Scan Weigh and Key (SWAK), and non-conveyable handling, while maintaining a van-loading productivity rate of 178 packages per hour through continuous coaching, support, and feedback.
- Championed a Safety Above All culture by reinforcing dock safety standards and proper hand-to-surface handling methods.
- Built strong working relationships with operations supervisors and contracted service providers to ensure satisfactory load quality, resolve operational issues, and support on time dispatch. Communicated real-time sort updates to support efficient operations and meet productivity goals (TLH).
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Senior Operations Administrator
Federal Express Corporation (FedEx Ground)
09.2020 - Current
Operations Supervisor
Federal Express Corporation (FedEx Ground)
07.2020 - 09.2020
Special Assignment - Operations Administrator
Federal Express Corporation (FedEx Ground)
04.2020 - 07.2020
Lead Package Handler & Trainer
Federal Express Corporation (FedEx Ground)
04.2018 - 04.2020