Customer Service Operations Manager
Resume:
James Kelly
Concord, NC *8027
Email: **************@*****.***
Cell: 704-***-****
Areas of Expertise
Results Driven Teambuilding and Training Budget/Cost Control
Objective
To obtain a challenging leadership position aligning and incorporating my core values with those of the organization: excellence, accountability, integrity, teamwork, exceeding customer service expectations while improving core business processes.
Professional Experience
1-800 Contacts 7/2022-4/2024
Distribution Operations Manager
Plan, organize and execute shipping of over two million customers orders
Establish, lead, and communicate strategy to guide day-to-day activities of supervisors & team members to achieve all operational, customer-experience targets, and compliance objectives
Continually identify, analyze, and improve work flows while reducing waste, increasing productivity, and streamlining the efficiency of internal and external processes
Responsible for all Key Performance Indicators (KPIs) and report out to supply chain leadership team including enterprise shareholders
Oversee and direct typical Operations duties such as scheduling, acceptable goal setting for performance while maintaining the highest level of customer service
Perform traditional management responsibilities including interviewing, hiring, training, performance reviews, associate development, conflict resolution and performance coaching
Mentor employees to improve results, exhibit leadership behaviors, expand knowledge base, and facilitate development
Partner with leaders to deliver on engagement, connection, and recognition initiatives
Responsible for monitoring the facility ensuring all safety standards are maintained
Oversee the pick, pack and ship processes ensuring all orders are processed accurately and on-time
Oversee the storage and utilization of consumables and products
Amazon, Huntersville, NC – SNC2
Amazon Logistics, Colfax, NC – DLT2 7/2020-10/2021
Area Manager, GSF Sub Same Day, E-commerce
Manage, support, mentor, and motivate team of 50+ including mid - level managers
Build, optimize, and assign delivery routes more than 200+
Manage safety, quality, productivity, and customer delivery promises
Collaborate with all support teams including Safety, Ops Integration, Loss Prevention and Human Resources to develop plans to meet business objectives
Responsible and held accountable for key metrics of on time deliveries along with projected revenue
Review and update SOPs as required
Consistently recognized as exceeding goals along with high employee satisfaction scoring from my direct reports
Amazon Logistics – Area Manager
Responsible for labor planning, rate forecasting and execution of shift plan to ensure on time delivery to customers
Manage a workforce of 150 associates/drivers on each shift
Build, optimize, and assign delivery routes on your shift for 350+
Communicate with and respond to Amazon Customer Service associates on delivery exceptions and requests
Lead teams for operational excellence, efficiency flow and standard work
Consistently exceed goals and expectations while providing a superb customer experience
In depth understanding of all performance metrics, network benchmark standards and process improvements
McLane, Concord, NC 4/2019-7/2020
Transportation Supervisor
Solely responsible to achieve safe, timely and accurate delivery to customers covering five state territory
Volume is up to 350,000 cases per week
Supervise 125+ drivers across 4 locations
Responsible for driving productivity results through Key Performance Indicators
Accountable for on time delivery percentage, case scan percentages and store scan percentages
Well versed in DOT regulation which encompasses review of driver’s logs and hours of service to ensure compliance with all federal, state, and local regulations
Considered expert of multi stop routing systems and dispatch procedures
Coordinate activity other Distribution Center departments to ensure accurate and timely dispatch and delivery times are met or exceeded
Possess strong people skills to discuss dispatch issues with customers, drivers, and managers to assist in obtaining goals
Amazon, Charlotte, NC CLT2 IXD Network 8/2016-4/2019
Area Manager, E-Commerce
STA – FTW1, Dallas, TX
Trained at FTW1 in preparation to launch new IXD building CLT2
Completed AEW while developing understanding of Amazon IXD Network expectations surrounding Safety, Productivity, Compliance, and Associate Engagement
CLT2 - Inbound Dock Area Manager, Charlotte, NC
Responsible for Inbound Dock functions from initial Launch of CLT2 through two peak periods
Focus on associate experience as it relates to Safety, customer obsession, productivity, and quality
Review daily production forecast and able to plan accordingly to determine direction to meet department and building plan
Partner with other departments to ensure labor plans are balanced accordingly to work efficiently serving entire building needs
Support all safety programs necessary to ensure safe work environment possible for all associates
Building exceeded Network volume commitment through 2 Peak seasons
Universal Receive Area Manager, Charlotte, NC
Responsible for Universal Receive department and associates processing product entering Network inventory
Review production expectations while communicating performance results to associates. Adhering to network standards surrounding safety, productivity, and performance
Schneider National, Charlotte, NC 9/2005–8/2016
Driver Business Leader, Van Truckload/Independent Driver Division
Liaison between customer, organization and 150+ driver associates while consistently making sound decisions to balance all sides of value triangle to ensure goals met
Responsible for safety decisions to ensure compliance with federal governing agencies (DOT, FMCSA) coupled with company guidelines and policies adherence
Responsible to coach/mentor driver associates to achieve specific customer service and key factor goals
Achieved
oExcellent safety record encompassing a 3-year span without a DOT reportable accident
oLead Southeast Division for tractor utilization for two consecutive years
oLed Charlotte Division for driver retention for over two years
oLed collaborative team to identify local and global creative solutions to improve retention while coordinating the seamless transfer of drivers to LOB’s or other OC’s for retention or driver career development
oResponsible for identifying and resolving equipment performance issues
oPart of dynamic, winning team that received Division of the Year 2014
oPart of team awarded Asset Productivity
Independent Contract Advisor
Led 130 independent contractors while managing a team of associates
Responsible for training, mentoring, and evaluating a diverse background of employees daily to ensure superior performance
Exhibited solid judgment, problem solving and decision-making skills that allowed for increased profit of Division
Rider University- BS in Business Administration
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