Stacey Condell
Operations Manager, Customer Experience
Haverhill,MA
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
33
33
years of professional experience
Work History
Operations Coordinator
FedEx Ground
Wilmington, MA
08.2021 - Current
- Investigates and resolves strategic issues affecting Purchase and Delivery for customer disputed deliveries.
- Reviewed shift reports to understand current numbers and trends regarding P&D missing packages, and non-delivered package to provide to P&D Managers.
- Listened to customer issues and conflicts to deliver solutions, propel customer experiences and deliver "The Purple Promise"
- Process ITQA, CEBS, Kickouts, Address corrections, enters mileage summaries, closures and instructions for Customers and Service providers.
- QA Audits
- Collaborates with P&D Mangers to evaluate needs to optimize operational plans.
- Works closely with Service providers daily to resolve customers issues.
Operations Manager
FedEx Ground
Wilmington ANDO, MA
11.2018 - 08.2021
- Established positive and effective communication among staff and organization leadership, reducing miscommunications and missed deadlines.
- Identified and resolved unauthorized, unsafe or ineffective practices.
- Set, enforced and optimized internal policies to maintain responsiveness to demands and safety.
- Frontline manager that supported FedEx Ground Safety Above ALL culture.
- Managed, planned, and organized staff to effectively direct day to day operation.
- Responsible for ensuring a safe and efficient sortation of packages thru management of Package Handlers.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Tracked attendance and progress against goals for each participant.
- Gathered and organized supplementary material to support structured lessons.
- Recruited, hired and conducted orientations for new Package Handlers.
OWNER, Diverse Digital Imaging Group DBA, FASTSIGN
Self-employeed
Salem , New Hampshire
01.2005 - 10.2016
- Provided fiscal, strategic and operational leadership for a business that provided visual communication, signs, and digital solutions of graphic products.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Oversaw business budget planning and administration, accounting functions, purchasing and bi-weekly payroll to handle financial needs.
- Studied market to determine optimal pricing of goods and services and to capitalize on emerging opportunities.
- Set, enforced and optimized internal policies to maintain responsiveness to demands.
- Used business software packages to maintain files and administrative records.
- Oversaw long-term planning, staff hiring and training, and procedure development as part of business operations.
- Frequently studied market to keep abreast of new industry trends.
- Coached and mentored employees through effective recruitment, hiring and goal setting methods.
- Drafted invoices for completed work.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
Sales
Microwave Radio Communications
Billerica, MA
08.1999 - 03.2006
- Built and maintained strong relationships with clients while actively spearheading business development for a company that sold wireless solutions to worldwide television broadcast, public safety, and military marketplace.
- Direct, coordinated, and reviewed activities in sales and service, accounting and recordkeeping, and receiving and shipping; coordinated and reviewed activities in sales service and shipment of newly manufactured equipment.
- Represent company at trade association meetings to promote products.
- Consistently met and exceeded sales quota.
Customer Service /Operations Manager
American Airlines
Boston, MA
01.1989 - 08.1999
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Responsible for management of daily operations for one of the largest airlines at Logan International Airport
- Interfaced with daily cross-functional employees, including Passenger Service Department, Ramp Crews, Pilots, and Flight attendants both Union and Non-Union, to ensure on-time departures and a smooth efficient service to meet the expectations and needs of customers.
- Managed, developed, trained and led 35 direct reports employees; actively managed employee performance via associate reviews, goal setting and frequent and candid conversations.
- Resolving customer complaints, maintaining daily records and overseeing the master schedule of daily personnel based on passenger volume.
Skills
- Coaching with empathy
- Leadership
- Microsoft Office
- Excel
- Sales Tracking
- Hiring and Onboarding
- Emotional intelligence
- Problem-solving
Timeline
Operations Coordinator
FedEx Ground
08.2021 - Current
Operations Manager
FedEx Ground
11.2018 - 08.2021
OWNER, Diverse Digital Imaging Group DBA, FASTSIGN
Self-employeed
01.2005 - 10.2016
Sales
Microwave Radio Communications
08.1999 - 03.2006
Customer Service /Operations Manager
American Airlines
01.1989 - 08.1999