William D. Scales
Atlanta,Georgia
Summary
Proven Operations Supervisor with 25+ years at UPS, a Fortune 500 company. Expert in driving customer satisfaction, optimizing service delivery, and leading high-performing teams. Skilled in conflict resolution, workflow design, and full P&L oversight. Committed to safety, quality, and operational excellence in unionized environments.
Overview
35
35
years of professional experience
Work History
Operations Supervisor
United Parcel Service (UPS)
08.1989 - 01.2025
- Managed staffing, safety, budgeting, forecasting, and profits & losses for operational success.
- Exceeded KPIs, enhancing overall performance and reliability.
- Resolved escalated concerns, improving retention and satisfaction.
- Trained teams on issue resolution and client communication strategies.
- Prioritized workflows to reduce delays and enhance service metrics.
- Maintained accident/injury-free operations.
- Navigated a complex Union Labor Environment with integrity and fairness.
- Managed front office activities including reception, scheduling and client interactions.
- Retired
Education
B.A. - Management
Clark Atlanta University
Atlanta, GA01-1993
Skills
- Union negotiations
- Conflict Resolution
- Service Quality
- Workflow budgeting
- CRM
- Workday
- HRIS
- Microsoft Office
- UPS Leadership School Graduate
Personal Information
Title: Customer Service & Operations Leader
Recognition & Community Impact
Twice awarded for Accident/Injury-Free Facility
Volunteer Experience
Habitat for Humanity, Volunteer
Community Service
- United Way, Leadership Giver
- Group Homes, Sponsor
Affiliations
Member: Alpha Phi Alpha Fraternity
Timeline
Operations Supervisor
United Parcel Service (UPS)
08.1989 - 01.2025
B.A. - Management
Clark Atlanta University