Summary
Overview
Work History
Education
Skills
Accomplishments
Chairman's Award
Timeline
OperationsManager

William Long

Russell

Summary

Dynamic leader with a proven track record of quality driven management at FedEx Express, enhancing operational efficiency and customer satisfaction. Excelled in strategic issue resolution and effective team leadership, boosting employee accountability and performance. Adept at adapting to changing needs and leading organizational change and change management. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence.

Overview

50
50
years of professional experience

Work History

Operations Manager

FedEx Express
04.2003 - Current
  • Plan, organize, direct and control all AM and PM operations daily for the JHW station
  • Supervise daily operations staff and keep employees compliant with company policies and procedures.
  • Responsible for employee scheduling and building daily FRO plans.
  • Daily communication with ramp personnel to assure on-time CTV arrivals.
  • Responsible for monthly audits.
  • Perform daily safety messages and monthly safety meetings with employees.
  • Empower employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Committed to recognition of high achieving employees though Bravo Zulus, recognizing employees that reflect commitment to the mission..
  • Conduct annual performance reviews, identifying areas for improvement and developing action plans to address them.
  • I maintain a high level of employee engagement and satisfaction through developing strong work relationships. I plan and organize multiple afterhours activities to engage employees, including their families socially. Over the past several years, we have held Fall FedEx Family picnics at Allegheny State Park, participated in the annual Jamestown Santa Parade, with many employees and family members actively participating in the construction of elaborately themed floats and taking part in the parade, representing FedEx. We hold an "After-Christmas" party annually. I engage with our FedEx families to participate in the Earth Day Spring cleanup each year. I routinely do station cookouts, station breakfasts, and station BBQs, cooking employee favorites to maintain and enhance employee moral. I have worked to assure that employees know they are valued and appreciated through small acts of kindness and acknowledgement. For example, during peak this year, I provided each employee with a very personalized insulated tumbler. Each tumbler was hand created to reflect each employee's hobbies, favorite family memories, personal likes or interests woven into the design. These activities foster relationships, encompassing the human-factor for employees. This has helped to realize and maintain a high achieving station with outstanding SFA scores.
  • Manage inventory and supplies for continued operations.
  • Assure timely and accurate deliveries.
  • Providing maximum service to customers while maintaining cost effective station operations.
  • Coach employees on best practices, providing constructive feedback to support their professional growth.
  • Support organizational goals through providing advanced training for multiple other stations in preparation for the FRO implementation, aligning to company initiatives and objectives.
  • Conducted "Is Management for Me" classes for aspiring management candidates, resulting in well-prepared management prospects.
  • Promote a growth mindset among lead couriers and other subordinates, encouraging them to view setbacks as opportunities for learning and growth, serving as a role model for professionalism, integrity, and dedication offering a mentorship environment.
  • Served as part of the District Audit Team in support of senior management performing district audits for other stations within the Tri-State District..
  • Served as part of the leadership support team to assist underperforming stations within the Tri-State District, developing remediation strategies for identified deficiencies, ensuring timely implementation, and improvement plans.
  • Ensure best practice processes are followed to assure safety, productivity and timely service delivery are achieved.
  • Maintained professional relationships, engaging with general project manager,engineers, contractors, and implementation team throughout the JHW 2.0 Upgrade project, advocating and escalating identified concerns to assure successful transition to the JHW 2.0 plan.
  • Worked closely with the project management teams, attending weekly progress meetings for the JHW 2.0 Upgrade project, raising concerns, offering input and ideas from the site perspective, to assure optimization for the plan within the limitations of workable space. I reviewed site drawings and diagrams, offering feedback, advocating for changes to assure successful transition to the 2.0 plan.
  • To prepare for the JHW 2.0 transition, I took initiative to engage with other FedEx sites, grasping opportunities to visit other FedEx Ground facilities, observing and learning their operations and processes, along with the likes and differences from that of FedEx Express station operations. This has afforded me the opportunity to analyze, prepare and better understand areas of change, as well as potential areas where challenges may occur. Through these visitations, I developed and have continued to cultivate relationships with key management, who I engage with regularly to seek advice, receiving valuable input which will aid in a more successful and smoother transition to the 2.0 plan.
  • JHW is a standalone station, with the assigned senior manager positioned remotely. This dynamic has afforded me the opportunity to develop strong leadership and sound decision making skills, being self-motivated, having a strong sense of personal responsibility.
  • I have served in the role of Acting Senior Manager to cover leave time and absences for several of my Senior Managers.

Courier, Ramp Agent

FedEx Express
06.1986 - 04.2003
  • Greeted customers with respect and professionalism; delivered packages, and parcels acquiring proper signatures for all deliveries.
  • Completed daily delivery assignments while adhering to strict time constraints, while providing the Purple Promise.
  • Enhanced customer satisfaction through timely deliveries and professional communication with clients.
  • Adhered to all traffic laws while operating company vehicles for safe on-time deliveries.
  • Responsible for duties of Ramp Agent, trained in dangerous goods.
  • Served as swing driver for more than three years, which requires in-depth knowledge of all routes within the service area.
  • Established lasting relationships with customers by delivering packages on time, interacting professionally, and responding promptly to questions or concerns.
  • Served as the station sales assistant for more than three years, where I successfully boosted sales though acting as the local liaison to customers.
  • Managed and maintained placement and coordination of drop boxes, assuring that they were strategically positioned for customer convenience.

Salesperson

Twin Trailer Sales
07.1982 - 09.1986
  • Worked to build relationships with customers and built potential for additional sales.
  • Developed relationships with clients for increased loyalty and repeat business.
  • Responsible for managing inventory, assuring that sales floor remained fully adequately stocked.
  • Boosted sales by consistently engaging with customers and addressing their needs effectively.
  • Collaborated with team members to reach collective sales goals, fostering a supportive work environment.
  • Provided exceptional customer service, resulting in numerous positive reviews and referrals.

Customer Service Cashier

Randolph True Value Hardwardware Store
06.1975 - 08.1979
  • Maintained a clean and organized workspace, responsible for landscaping and lawn care, promoting a welcoming environment for customers.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisors.
  • Processed customer orders and accurately handled payment transactions.
  • Enabled customers to feel welcomed, important, and appreciated by answering questions about products sold throughout store.

Education

Associates in Business Administration - Business Ad

Jamestown Community College
Jamestown
05-1985

Skills

  • Strong leadership skills
  • Strategic Issue Resolution
  • Effective team leadership
  • Operational Change and Change Management skills
  • Customer relationship building
  • Patience and composure
  • Innovation and creativity
  • Coaching Expertise
  • Project scheduling

Accomplishments

  • Received Station of the Month Award on multiple occasions while I have been Operations Manager.
  • Received Station of the Year Award under my tenure as Operations Manager.
  • Earned the “Purple Promise Award in 2009 for working with a bulk shipper that had a recent transition from UPS due to a failed business plan. The Blair Corporation looked to FedEx Express to assure they could meet customer commitments during their busiest time of year, Christmas Season. I worked with engineering, ramp personnel, DTC trucking, and others, to assure that FedEx operations were maintained while assuring that we met the expectations of this bulk shipper. We met the goals of this mission without increasing staff, with operations managers remaining onsite at the shipping facility for more that 36 hours straight ensuring that packages were processed for on-time deliveries. The shipping facility is located in a remote area, without access to amenities. I arranged for meals and refreshments to be delivered to assure that FedEx employees working at the shipping facility were able to receive adequate breaks, meals, and refreshments.
  • Earned the Chairman's Award in 2009
  • Received recognition in 1992. While on a delivery route in the cold of a Western New York winter, I heard the cries of a small child who sounded distressed. Upon investigation, I found a toddler, only wearing a diaper and a short sleeve shirt, wondering in the roadway. I gave her my jacket, taking her to the warmth of the FedEx truck, where I contacted police. The toddler had wondered away from her home unsupervised, while her mother slept.

Chairman's Award

Received the Chairman's Award for providing exceptional Service for a bulk shipper during a critical business need, while maintaining service operations during FedEx's peak season.

Timeline

Operations Manager

FedEx Express
04.2003 - Current

Courier, Ramp Agent

FedEx Express
06.1986 - 04.2003

Salesperson

Twin Trailer Sales
07.1982 - 09.1986

Customer Service Cashier

Randolph True Value Hardwardware Store
06.1975 - 08.1979

Associates in Business Administration - Business Ad

Jamestown Community College

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William Long