Sheila Lester

Oversaw the daily operations including order fulfillment, dispatch, timely delivery and customer satisfaction. Managed and led a team of 150 delivery drivers, ensuring optimal performance, adherence to safety protocols, and effective communication. Maintained strong relationships with partner restaurants supporting delivery logistics, quality standards, timely order preparation, addressing service issues promptly.

• Responsible for recruiting, training, and retaining a reliable team of delivery drivers while monitoring performance and compliance. Daily data entry task utilizing Excel and Google Sheets to manage and track credentials and progress.
• Prioritized customer satisfaction by addressing concerns, resolving issues, and implementing feedback mechanisms for continuous improvement.
• Leveraged technology platforms for order management, route optimization, and real-time tracking to enhance overall delivery efficiency.

Orchestrated successful, data driven customer-centric service management across the Southwest and East Tennessee markets by focusing on operational excellence, team leadership, and customer/vendor service and operations. Data management was an integral part of the position ensuring that reports reflected accurate reporting of service levels, brand adherence, employee retention and customer credentials and acquisitions.

• Responsible for data management and entry, processes and audits on a daily basis in all managed markets. Created and maintained Excel and Google workbooks and spreadsheets designed to track customer, and vendor KPI’s and credentials, service levels and driver information and performance.
• Created Virtual Versions of training for drivers and management allowing us to adapt quickly during the COVID 19 pandemic which insured our ability to maintain staff and sustain service levels, able to meet growing demands for our services.

Boosted new employee acquisition by 40% and increased quarterly billing margin by 15%, utilizing previous professional resources to gain direct access to eligible employee prospect pools.

• Communicated duties, compensation, benefits and working conditions are available to all potential candidates. Conducted reference and background checks on all incoming employment prospects.
• High level data entry applications, utilizing Google sheets and the Google suite. Created standards of procedure for applicant information management, vendor information, hiring and acquisition progress and predictions from across fiscal quarters.