Thomas Kelley
Boise,ID
Summary
Dynamic Shop Manager at Heartland Express with a proven track record in employee management and customer service. Enhanced team productivity through effective training and motivation, while implementing safety protocols that improved operational efficiency. Skilled in task delegation and inventory control, ensuring optimal stock levels and exceptional customer satisfaction.
Experienced with managing shop operations and team supervision. Utilizes strategic planning to improve operational efficiency and customer satisfaction. Track record of effective inventory control and staff development.
Agile and adaptable staff leader with stellar work history, motivational approach and upbeat nature. Skilled at training employees and leveraging organized approaches to handle daily planning, scheduling, and customer service requirements. Forward-thinking and industrious with diplomatic communication style focused on maximizing engagement and satisfaction.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
37
37
years of professional experience
Work History
Shop Manager
Heartland Express
07.2016 - 06.2025
- Oversaw daily operations, ensuring efficiency and adherence to safety protocols.
- Trained and mentored new staff, enhancing team performance and productivity.
- Managed inventory levels, implementing effective stock control measures.
- Developed scheduling systems to optimize workforce allocation and service delivery.
- Coordinated maintenance of equipment, reducing downtime and operational disruptions.
- Implemented process improvements, streamlining workflows for enhanced efficiency.
- Led team meetings to align goals, fostering collaboration and communication among staff.
- Maintained a clean, safe, and inviting store environment for both customers and employees by enforcing proper safety protocols and cleanliness standards.
- Delivered excellent customer service by addressing and resolving customer inquiries and complaints.
- Managed inventory control, cash control, and store opening and closing procedures.
- Managed inventory levels for optimal product availability, resulting in fewer stockouts and increased sales.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Maintained safe working environment by enforcing adherence to safety and security protocols.
- Increased customer satisfaction by implementing effective sales strategies and providing exceptional customer service.
- Resolved customer complaints professionally and promptly, maintaining a positive brand image and enhancing customer loyalty.
- Kept orderly and accurate accounting records by monitoring sales documentation.
- Established strong vendor relationships for timely delivery of products and seamless order processing, ensuring customer satisfaction.
- Implemented store policies and procedures to remain compliant with corporate guidelines.
- Recruited trained, and mentored a high-performing staff, fostering a positive work environment that encouraged teamwork and collaboration.
- Evaluated employee performance through regular reviews, setting clear expectations, and offering constructive feedback for continuous development.
- Ensured compliance with company policies and local regulations by regularly updating staff on changes or new requirements.
- Streamlined store operations by delegating tasks efficiently to team members and monitoring progress regularly.
- Collaborated with other managers within the company network for best practice sharing and continuous improvement efforts.
- Improved staff morale through regular recognition programs, rewards incentives, open communication channels, resulting in lower employee turnover rates.
- Oversaw daily operations, ensuring store met its performance and sales goals.
- Implemented safety protocols, ensuring secure environment for both staff and customers.
- Improved team morale and productivity through regular feedback and recognition programs.
- Managed inventory levels, ensuring optimal stock at all times for customer needs.
- Resolved customer complaints with effective solutions, maintaining positive store reputation.
- Developed and executed staff training programs to enhance customer service skills.
- Coordinated staff schedules to ensure full coverage during peak hours, enhancing customer service.
- Reported issues to higher management with great detail.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Assisted in recruiting, hiring and training of team members.
CDL Truck Driver
Gordon Trucking Inc.
12.1988 - 07.2016
- Operated Class A commercial vehicles in compliance with federal and state regulations.
- Conducted pre-trip and post-trip vehicle inspections to ensure safety and performance standards.
- Delivered freight to designated locations, maintaining schedule adherence and customer satisfaction.
- Managed logbook entries accurately to comply with Hours of Service regulations.
Education
No Degree - Truck And Trailer Maintenance
Viburnum High School
Viburnum, MOSkills
- Customer service
- Employee management
- Health and safety
- Invoicing
- Employee motivation
- Employee scheduling
- Customer engagement
- Task delegation
Timeline
Shop Manager
Heartland Express
07.2016 - 06.2025
CDL Truck Driver
Gordon Trucking Inc.
12.1988 - 07.2016
No Degree - Truck And Trailer Maintenance
Viburnum High School