Operations Manager Customer Service
Resume:
ALICIA OLIVIA FOY
OPERATIONS MANAGER
CONTACT
PROFILE
*********@*****.***
As a results-driven Operations Manager with extensive experience in logistics, customer service, and leadership, I bring a unique blend of skills to streamline operations and drive team performance. My strengths include optimizing delivery processes, enhancing customer satisfaction, and leading high-performing teams. With proven expertise in route scheduling, freight management, safety oversight, and employee development, I am committed to fostering efficiency and delivering top-tier service. My ability to solve complex operational challenges, maintain a high level of team morale, and ensure safety compliance makes me a strong candidate for roles aimed at operational excellence and growth.
SKILLS
EXPERIENCE
Operations Management
Leadership & Team Development
Customer Service Excellence
Process Improvements & Efficiencies
Safety Management & Compliance
Communication and Collaboration
Performance Metrics & Evaluations
Problem Solving & Decision Making
AWARDS
Received Employee of the Month recognition three times for outstanding service.
Awarded the prestigious Purple Promise Award for commitment to customer excellence and saving the company and partner over one-million dollars due to loss prevention.
REFERENCES
Upon Request
Courier Operations Manager - Federal Express Corporation
2018 - 2024
Developed and implemented route scheduling processes for over thirty delivery routes, ensuring roughly ninety-eight percent on-time departures and delivery within designated daily service windows.
Balanced freight loads daily to maximize delivery efficiency and resource allocation, contributing to a twenty-five percent increase in operational productivity.
Supervised vehicle maintenance schedules for a fleet of eighteen vehicles, reducing downtime and ensuring full compliance with safety regulations.
Led morning freight sort operations, verifying proper scans and documentation for an average of twenty-five hundred packages daily, resulting in greater than ninety-eight percent accuracy and timely dispatch.
Built and maintained strong customer relationships, serving as a reliable point of contact for issue resolution and ensuring a high level of trust and satisfaction.
Being a problem solver and coming up with solutions to provide the best service to our customers.
Provided hands-on coaching to a team of twenty-three couriers, improving delivery efficiency and ensuring adherence to company policies and service standards.
Conducted check-rides with couriers to assess service quality, ensuring adherence to safety protocols during driving, loading, and offloading. Evaluated customer service interactions to maintain high delivery standards and customer satisfaction.
Facilitated daily, weekly, and monthly meetings to clearly communicate station objectives, performance goals, and operational updates, ensuring alignment across the team.
Conducted regular one-on-one meetings with employees to build trust and provide personalized performance feedback. Documented both positive and developmental feedback in the system to maintain consistency and track improvement.
Managed comprehensive station audits on a weekly, monthly, and yearly basis, ensuring compliance with operational standards and identifying areas for process optimization.
Boosted employee engagement and morale by organizing team-building activities, recognition programs, and performance-based competitions, leading to an eight-five percent improvement in team cohesion and retention.
Maintained seamless communication with dispatch teams to ensure real-time updates and effective coordination of courier routes, minimizing delays and improving customer satisfaction.
Consistently achieved the highest score in courier evaluation management, demonstrating excellence in delivery service performance.
Served as Safety Manager, overseeing accident and injury investigations, and implementing safety protocols that reduced incidents by twenty-five percent year-over-year.
Customer Service Manager - Federal Express Corporation
2016 - 2018
Managed workforce scheduling and timecard processing for eighteen employees, ensuring accurate and timely payroll submissions with zero errors.
Ensuring all proper scans are placed on all packages left in the station. Providing services to all customers.
Acted as the point of escalation for customer concerns, resolving issues quickly and maintaining a high customer satisfaction rate.
Trained and coached a team of eighteen customer service agents, resulting in a thirty-five percent improvement in service quality and employee performance within one year.
Led comprehensive station audits on a monthly, quarterly, and yearly basis, ensuring full compliance with company standards and identifying areas for operational improvement.
Actively promoted a culture of safety by reinforcing safe work practices and ensuring employees adhered to safety protocols, reducing workplace incidents
Having daily, weekly, and monthly meetings to keep employees updated on the goals of the company.
Championed workplace safety initiatives,
conducting regular safety briefings and reducing workplace by incidents more than fifty percent.
Provided balanced, constructive feedback to employees, clearly communicating performance expectations and fostering continuous improvement.
Customer Service Agent - Federal Express Corporation
1996 - 2016
Delivered exceptional customer service at the front counter, assisting with packaging, shipping transactions, and resolving shipment issues.
Addressed and resolved customer inquiries both in person and via phone, improving customer satisfaction scores.
Managed employee equipment check-outs, ensuring smooth operational start-up and minimizing delays.
Proactively corrected and updated inaccurate package addresses, reducing delivery delays by thirty percent and enhancing on-time delivery metrics.
Acted as the Customer Service Lead, providing training and mentorship to new hires on operational tasks, customer service protocols, and company policies, improving team onboarding efficiency.
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