Shannon K. Butler

Folsom, CA ***** 916-***-****

adg794@r.postjobfree.com LinkedIn shannonkbutler

VP of Operations

Dynamic and established leader adept at leading overall aspects of business from strategic planning, operations management, leadership development, training, safety management, and customer service to project management enabling scalable growth.

Solutions-oriented professional with a “big-picture” vision and consensus-driven leadership style that encourages problem ownership and empowers staff to brainstorm solutions. Recognized for promoting effective governance and positive change that improved operational efficiency, project performance, and cost-savings. Proficient in operations management, process improvement, team leadership, procurement, resources management, and vendor negotiation. Collaborative leadership style with ability to translate organization’s vision/project scope into action plans with clear benchmarks for teams.

Highlights of Expertise

Training & Professional Education

Strategic Planning & Analysis

Operations Management

Business Transformation

Risk Assessment & Mitigation

Budgeting & Forecasting

Team Building & Leadership

Crisis Management & Business Resilience

Regulatory Compliance

Business Process Improvement

Project/Program Management

Career Experience

DI Logistics, LLC.

Deliver leadership and direction for strategic planning, team building, professional education, operations management, and program management.

Vice President of Operations - Driver Management 2018 to 2020

Leveraged astute analytical capabilities and solid experience to develop policies, strategies, and goals for the driver management department. Streamlined end-to-end operations, including safety, compliance, and staffing. Designed, planned, and executed professional education and training of more than 500 employees. Planned and executed mission-critical projects to support annual business plan goals and objectives. Directed full recruiting cycle from talent sourcing, interviewing, and onboarding to training for 20 terminals. Created and rolled out company Injury and Illness Prevention Program, corporate safety statements, job descriptions and accident and injury reports. Deployed and managed DMV Employee Pull Notice program for 400 plus drivers. Maximized employee retention rate by promptly resolving complaints. Evaluate and authorize high value and high sensitivity shipments.

Built and maintained collaborative relations with vendors and support agencies to introduce industry best practices for safety awareness and compliance.

Promoted a safe working environment and minimized accident rate by performing root cause analysis on all accidents and injuries, reporting findings, and recommending corrective actions.

Improved regulatory compliance by initiating a safety audit program, resulting in ensuring identifying deficiencies and reducing risk exposure.

Optimized integrity and accuracy of the database by migrating to a digital employee file and communication system for 500 drivers and staff Bamboo HR 2019-2020.

Cut costs by transitioning independent contractors to company employees in three terminals resulting in a 20% annual savings.

Decreased recruiting costs and turnaround time by more than 70% by introducing new tools.

Improved insurance captive risk assessment score by more than 45% points in under a year.

Lead COVID19 response communication, supply procurement and distribution for 20 terminals and more than 500 employees.

Conducted National Security Council COVID19 response survey of more than 200 employees. Analyzed results and implemented an action plan to improve the company response with mental health support and greater success to PPE.

Reacted to unavailable COVID19 supplies by making hand sanitizer, disinfecting wipes and masks for 20 terminals and more than 500 drivers.

GSO a GLS Company

Spearheaded a multi-disciplinary team of 10 supervisors with 100 plus reports in an inbound call center environment handling an average of 3000 calls per day.

Director of Customer Service 2005 to 2018

Maximized customer satisfaction levels by refining customer service delivery and improving response rate throughout the network and 100 plus team members in six states. Lead strategic operational direction including mentoring and leadership to the L&D team. Maximized customer satisfaction levels by refining customer service delivery and improving the response rate. Established, lead, and trained a high-potential team of new leaders. Ensured unhindered operations of GSO Customer Service Centers by managing $20,000,000 annual budget as well as employee learning and development program. Analyzed CMS real-time, integrated, and historical reports. Used data to identify trends, determine staffing needs, create a schedule, and assign skill sets. Designed, planned, and conducted the company management training and development program for six divisions across CA, NV, WA, OR, AZ, and NM. Developed and implemented management training and development training program 2014; conducted over 3000 hours employee training in 2015-2017. Liaised with training organizations and clients, delivering bespoke training in an effective manner to meet requirements.

Strengthened internal control and increased employee performance, resulting in achieving over 95% quality monitoring scores.

Achieved operational excellence by implementing best practices for resource allocation, performance reporting, employee development, recognition, and quality assurance.

Accomplished all challenges associated with launching a remote customer service center in Kent, WA.

Directed transition from Norco to GSO customer service processes and procedures during acquisition in September 2014 and Postal Express May 2017.

Successful relocated a centralized customer service center from Alameda to Rancho Cordova, without compromising on service delivery. Resulted in 30% reduction in employee turnover.

Secured mutually beneficial terms and conditions by negotiating with potential vendors for the installation of data cabling for VOIP, IT systems, and workstations.

Additional Experience

Station Service Manager 2003 to 2005 DHL

Customer Service Manager 1993 to 2001 Trans-Box Systems, Inc. - TBS

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