Tonya Campbell
Nesbit,MS
Summary
Highly Professional with more than 20yrs of experience in boosting organizational success by providing support in executing and accomplishing a variety of duties. An effective Skilled leader with a broad understanding of business development, cost control and operations management. With excellent communication skills having a positive impact on both internal and external support as well as overall productivity.
Overview
19
19
years of professional experience
Work History
On Road Supervisor
United Parcel Services, UPS
09.2017 - 09.2023
- Dispatched plans with dispatch analysis that supports the dispatch and the hub teams, identifying area of opportunity, report publication and service audits
- Coordinated/Managed the operations administrative actives
- Trained and developed new and current employees on new software related to the job function
- Trained Drivers and Package Handlers on loading techniques, Defensive Driving, Use of software used to perform job function
- Supervised team of Customer Service Representatives to ensure effective customer service and adherence to departmental policies
- Monitored customer service calls to ensure quality standards were met and addressed any issues that arose during the call
- Provided training and coaching on product knowledge, sales techniques, customer communication and problem resolution
- Resolved conflicts between customers and representatives when appropriate
- Assisted with implementing modern technology solutions related to customer service operations
- Monitored team of 7 Customer Services Representatives to assess knowledge, tone and adherence to company policy
- Delegated work to staff, setting priorities and goals.
- Traveled throughout the Region, applying workforce planning and knowledge. Developing new software to evaluate workload, creating addition operations to collaborate with other sorts to compensate workloads to help reduce cost
FT Package Service
United Parcel Service, UPS
03.2005 - 09.2017
- Delivered package with outstanding customer service to External Operations customer
- Operated all vehicles and software devices
- Received daily delivery instructions and route assignments from dispatch
- Inspected delivery vehicle to ensure optimal safety and performance prior to each trip
- Loaded, secured, and unloaded cargo in a safe and timely manner
- Verified accuracy of items loaded onto truck against shipping documents
- Communicated regularly with dispatch regarding any delays or issues encountered on routes
- Performed pre-trip inspections of delivery vehicle according to company guidelines
- Overseen merchandise in accordance with product handling standards
- Delivered rush merchandise on tight schedules to meet customer targets
- Utilized street maps to plan and determine most efficient routes
- Provided guidance and support to junior customer service representatives, including coaching and mentoring
- Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings
- Identified areas of improvement in customer service process and developed strategies to address them
- Assisted customers with product inquiries and resolving complaints promptly and professionally.
Operations Supervisor
United Parcel Service, UPS
- Developed and maintained good working relationships with employees, management and customers
- Facilitates training with new and current employees
- Ensure all employees always adhere to safety policies and procedures
- Establish and promote a positive team-oriented work environment emphasizing employee involvement and pro-active communication.
- Logistics and Supply Chain Managing facilitating Fork Lift drivers and Inventory.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Completed bi-weekly payroll for 45 employees.
Education
Business Management -
Southwest CC
09.2023
Skills
- Management Safety Procedures
- Leadership Staff Training
- Customer Service
- Logistics, WMS Systems
- Project Management Team
- Knowledge of Microsoft Office, Excel, Adobe
- Strong Verbal and Written Communication Skills
- Coaching and Mentoring
- Incident Investigation
- Workforce Timekeeper KRONOS/GTS
- Hazardous Materials Handling
- KPI/Power BI Performance Monitoring
- Safety Compliance Knowledge
- Emergency Response Planning
- Intelligent Transportation Systems
- Transit Operations Coordination
Personal Information
Title: OPERATIONS SUPERVISOR
Additional Information
During my career it also included, Certified Safety Compliance Professional. I specialized in handling and resolving safety-related concerns within the organization, My roll ensured that the workplace was safe and in compliance with relevant health and safety regulations
Timeline
On Road Supervisor
United Parcel Services, UPS
09.2017 - 09.2023
FT Package Service
United Parcel Service, UPS
03.2005 - 09.2017
Operations Supervisor
United Parcel Service, UPS
Business Management -
Southwest CC
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