Stephen Hancock
Senior Manager
Enid,OK
Summary
Versatile Senior Manager specializing in Administration/Productivity and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges within FedEx Ground.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
Work History
Senior Manager-Station Operations 1
FedEx Ground
11.2023 - Current
- Develop & Maintain a Safety-Focused Culture
- Manage Station with 10 Direct Reports & 50 Total Employees
- Retain, Engage, & Develop Talent within Station
Senior Manager
ZCSP/809
06.2022 - 11.2023
- Improve Safety Focus for station with 250 employees & 275 CSP/TSP ORRs
- Prepared & Launched Station into Network 2.0 Integration
- Develop Solid BCSA Practices, to improve from 93% DCRT(Mar FY23) to 98% (OCT FY24) DCRT scores
- Member MNTN Code 85 QAT, which was tasked with reduction of Code 85's
- Identified cost improvement changes and cost savings plans to increase company savings.
- Provided strong leadership to enhance team productivity and morale.
Senior Manager
ZNPL/691
09.2019 - 06.2022
- Fostered a Safety-minded Culture for 40 employees & 60 Service Provider employees
- FY22 MIDA Safety Small Station of the Year
- Implement MOON Initiatives within Station (DRO/FXG Economy Integration/ 6-day Transition)
- Manage Process for Key Metrics (Top SQI for MNTN District for FY20, FY21, FY22)
- Develop Station Employees for Advancement
- Implemented and developed operational standards, policies and procedures
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
- Provided strong leadership to enhance team productivity and morale
AM Admin Operations Manager
ZDNL/803
09.2018 - 09.2019
- Serve as Station BCSA Expert & Auditor
- Assist in P&D Operations, as needed
- Manage & Develop 10 Direct Reports
- Develop & Leverage Relationships with Service Providers/AO/BC/ORRs
- Member of MNTN 1&2 Day Late QAT & MNTN DCRT Team
- Passionate about learning and committed to continual improvement
- Skilled at working independently and collaboratively in a team environment
- Gained strong leadership skills by managing projects from start to finish
- Demonstrated strong organizational and time management skills while managing multiple projects
Customer Pick-Up Coordinator
XMNT
09.2016 - 09.2018
- XMNT Advocate on Mid-America Collaboration Team
- Utilize “Quality Involves Teamwork” Principle of QDM for Resolving Customer Service Issues
- Leverage Relationships with Business Partners to resolve customer-facing issues
- Manage Customer Expectations on Pickups & Deliveries
- Conduct Weekly Engagement Calls/Visits with Stations & Quarterly Results Meetings
- Learned and adapted quickly to new technology and software applications
- Worked well in a team setting, providing support and guidance
- Organized and detail-oriented with a strong work ethic
- Demonstrated strong organizational and time management skills while managing multiple projects
PM Operations Manager
ZDNL/803
11.2014 - 09.2016
- Develop and manage 9 Direct Reports, with 2 advancing to Ops Mgr
- Positions
- Monitor and Manage Spotted Trailer Activity
- Design and Request AVR Spot Locations in TMS
- Monitor Code 85’s and ensure District Compliance, with results in top 3 stations
- Conduct Quarterly Vehicle Inspections
- Conduct and Manage Outbound Guardian Program
- Led QAT on Exception Reduction for DENL/803
- Identified and resolved unauthorized, unsafe, or ineffective practices
- Analyzed and reported on key performance metrics to senior management
- Assisted in recruiting, hiring and training of team members
Office Administrator II
ZDNL/803
11.2013 - 11.2014
- Assists with creation of reports, presentations, etc., including researching, compiling, analyzing and/or developing necessary information and materials
- Ensures the efficient daily operation of the office and department functions, including maintenance of supplies and equipment
- Provides general administrative support to facility
- Member of FY 15 MNTN District Accident Team
- Applied advanced administrative and analytical skills in overseeing day-to-day operational activities
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors
- Scheduled conference rooms, prepared agendas, and maintained calendars to prepare for meetings and events
HD Clerk/Quality Assurance
ZANC/995
11.2007 - 10.2013
- PIP Packages to Ensure Visibility and Accurate Scanning
- Dispatch Home Delivery Drivers/Service Providers Timely
- Conduct Address Corrections/Reroutes/Return to Sender Process
- Perform Damage Package Reports
- Work with Shippers and Recipients to resolve address issues
- Contribute to Damage Reduction Process and provide input on reduction ideas
- Adaptable and proficient in learning new concepts quickly and efficiently
- Demonstrated strong organizational and time management skills while managing multiple projects
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Self-motivated, with a strong sense of personal responsibility
Service Manager
ZANC/995
08.2006 - 11.2007
- Support Safety as #1 Priority
- Perform Safety Inspections of Service Provider Vehicles
- Conduct Service Provider/Driver Safety Ride
- Dispatch Service Providers with Pick-Up Records and Daily Safety Message
- Build & Audit Driver Files, with minimal gaps on BCSA
- Maintained team productivity and quality of service by establishing and maintaining clear benchmarks
- Analyzed service reports to identify areas of improvement
- Monitored service staff performance and provided feedback for improvement
- Resolved customer complaints in professional and timely manner
- Established performance goals for employees and provided feedback on methods for reaching those milestones
Ops Admin
ZANC/995
09.2005 - 09.2006
- Accomplished Zero Gaps on BCSA,DCRT & PCRT
- Built lasting professional relationships with AOs, BCs, & ORRs
- Member of Station QAT, responsible for 30% Accident Reduction for FY06
- Developed Training Guide & Check-list for Check-In Process for Alaska Stations
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations
- Excellent communication skills, both verbal and written
- Resolved problems, improved operations and provided exceptional service
- Demonstrated creativity and resourcefulness through the development of innovative solutions
Education
Master of Science - Management & Leadership
Western Governor’s Univ
Online 08.2018 - 01.2020
Bachelor of Science - Business IT Management
Western Governor’s Univ
Online 09.2016 - 12.2018
Additional Information
AWARDS
- FY23 MIDA Safety Small Station of the Year—ZNPL/691
- FY22 MNTN P&D Excellence Award—ZNPL/691
- FY21 MNTN P&D Excellence Award—ZNPL/691
- FY21 MNTN Top SQI—ZNPL/691
- FY21 FedEx Ground Humanitarian Award
- FY18 FedEx Ground —MIDA CPC—Team Player of Year Award
Timeline
Senior Manager-Station Operations 1
FedEx Ground
11.2023 - Current
Senior Manager
ZCSP/809
06.2022 - 11.2023
Senior Manager
ZNPL/691
09.2019 - 06.2022
AM Admin Operations Manager
ZDNL/803
09.2018 - 09.2019
Master of Science - Management & Leadership
Western Governor’s Univ
08.2018 - 01.2020
Bachelor of Science - Business IT Management
Western Governor’s Univ
09.2016 - 12.2018
Customer Pick-Up Coordinator
XMNT
09.2016 - 09.2018
PM Operations Manager
ZDNL/803
11.2014 - 09.2016
Office Administrator II
ZDNL/803
11.2013 - 11.2014
HD Clerk/Quality Assurance
ZANC/995
11.2007 - 10.2013
Service Manager
ZANC/995
08.2006 - 11.2007
Ops Admin
ZANC/995
09.2005 - 09.2006
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