Customer Service Representative

Location:

Mansfield, TX, 76063

Posted:

September 23, 2022

Contact this candidate

Resume:

Bettye Jada Coleman

Grand Prairie, Tx * 901-***-**** * ************@*****.***

Management and Individual Contributor Profile

20+ Years’ Management and Leadership Experience in AGFS and US Ground Operations, 5 plus years of Project Management in Corporate Finance and Engineering * Managed team of 150 Employees and Led High-Profile Projects to Successful Results * Earned Multiple Awards for Exemplary Performance * Earned Bachelor of Business Administration and a Bachelor of Arts Degrees

Accomplished, outcome-driven manager with year-over-year success in leading challenging initiatives with emphasis on tactical, strategic and contingency planning, production scheduling and control, project development, budget management and human resources. Fully computer literate including Macintosh OS, Windows OS, Microsoft Office, Excel, Outlook, Power Point, Word and Teams as well as proprietary applications

Core Skill Areas

Management, Tactical, Strategic and Contingency Planning & Execution; Scheduling; Modeling; Team Building & Leadership; Production Solution Analysis & Implementation; Process Analysis; Evaluation & Troubleshooting; Forecasting; Quality & Safety Assurance, Producer, Videographer and Video Editor

Professional Experience

FEDEX EXPRESS

Recruitment Manager, Western Region, (August 1, 2021 - Present), Irving, TX

Updating current and designing new recruiting procedures

KEY CONTRIBUTIONS & ACHIEVEMENTS:

Supervise Western/Mid-West regions recruiting teams and report on their performances

Keep track of recruiting metrics (i.e.time to fill and cost-per-hire)

Attend career events and job fairs

Improve FedEx’s brand through research and suggestions

Evaluate and suggest best recruiting methods to attract best candidates

Manage utilization of applicant tracking software and HR databases

FEDEX EXPRESS

Sr. Manager, River District, DHNA-PFNA-VPSA, (January 1, 2018 - Present), Lynn Haven, FL

Plan, organize, direct and control all operations of three locations (DHNA-PFNA-VPSA) to provide maximum service to customers while maintaining cost effective station operations

KEY CONTRIBUTIONS & ACHIEVEMENTS:

Rebuilt and re-established service at PFNA after a Category 5 Hurricane

Won station of the month five out of twelve months

Displayed knowledge of policies and procedures by leading my locations to two successful Regional RVP Audits

Reduced YOY accidents and worker injuries

Increased Productivity YOY

Reduced YOY Checkbook expenses

FEDEX EXPRESS

Project Engineering Specialist, Global Planning & Engineering, (June 1, 2015 –December 31, 2017), Memphis, TN

Led multiple projects simultaneously, including the evaluation and implementation of manpower, systems and corporate projects designed to reduce operating and expenses, increase revenue and enhance customer service

KEY CONTRIBUTIONS & ACHIEVEMENTS:

Led development and implementation of operating plans, conducted studies and prepared data for use and analysis by engineers and operations

Set strategy which led to the transformation of business processes and operational tools to enable global excellence

Led preparation, analysis and monitoring of short and long term plans

Led cross-functional teams in analysis regarding expansion, new products procedures, GSE, sort equipment, regulatory, government agencies and manpower needs

Led plans for efficient package volume distribution to ensure optimum facility utilization

Led and oversee collection analysis and reporting of financial and operational indicators for corporate/debt initiatives

Prepared and presented business justification in support of funding approval process

Led and oversaw multiple projects to ensure suppliers and hired professional services comply with policy, procedures, and governing authorities and all documentation is in compliance with FedEx requirements and processes

Led and oversaw the development of project and communication plans and project status to stakeholders

Led and oversaw development of requirement specifications, solution design, system development and testing to ensure regulatory compliance

District Administrator/Manager, US Ground Operations/USGO, Delta District (March 2011 –May 2015), Memphis, TN

Provided guidance to management through the application of process management, quality and analytical techniques to resolve cross-divisional problems, issues and concerns related to managerial administrative functions, GFTP, and corporate and internal audit

KEY CONTRIBUTIONS & ACHIEVEMENTS:

Assisted with corporate and internal audits

Assisted with GFTP (Guaranteed Fair Treatment Procedure) for the Managing Director

Trained, developed and led cross-divisional teams, task forces, QATS, committees to facilitate improvements

Provided district level support to Managing Director concerning personnel and operational activities

Assisted Senior Management in auditing, analyzing, planning, implementing and follow-up on district activities

Conducted training for operational managers as needed

Monitored and implemented quality improvement processes

Troubleshot systematic, personnel and facilities concerns

Monitored compliance and facilitates change to policy and procedure

Facilitated the development of corporate technology projects that impact district related objectives

Produced, shot and edited videos for the region and district

Wrote articles for the monthly CEO Publication

Manager, US Ground Operations/USGO, Delta District, (November 2009 – Feb 2011), Tulsa, OK

Selected, trained, developed and motivated a staff of 23+ Couriers and 10+ Customer Service Agents to support TULR and RVSA locations in Tulsa, Oklahoma. Directed the planning and administration functions of Couriers and Customer Service Agents. Prioritized tactical, strategic and contingency planning efforts. Ensured that the local market-planning group provides value-added support in achieving operation business plan cost, productivity and service by decreasing operational cost. Facilitated communication between operations, Sales and external customers.

KEY CONTRIBUTIONS & ACHIEVEMENTS:

Led customer service activities, employee development, warehousing activities, project management, maintenance, DOT transportation and safety activities

Ensured all station personnel are directed and supervised within corporate personnel policy, OSHA compliance, and standard operating procedure

Evaluated performance motivated and assessed developmental training needs of personnel.

Controlled and utilized manpower through planning, organizing and scheduling

Managed and supervised facility personnel including hiring, promotions, recognition, discipline, and performance management

Planned, directed, and monitored the performance objectives of operations, staff, and maintenance personnel

Established process performance metrics; tracking, analyzing and reporting performance in terms of quality, safety, cost, and customer satisfaction

Took corrective action to bring about required change and ensured customer expectations were executed at a level above the specified standards

Resolved problems and/or conflicts and maintain open communication with the customers and employees

Communicated operating philosophy, objectives and expectations to employees

Identified under-utilized routes and transportation assets, inefficient and costly practices and other causes of variances to transportation costs, while working with engineering and field management on corrective actions

Ensured performance reviews with performance plans were in place for each employee and ensured timely feedback was provided to each employee regarding their performance objectives

Responsible for maintaining the budget goals in cost and profit of the operation, while maintaining an acceptable level of service

Developed new markets, increased market share and established a stronger competitive position

Business System Analyst, Finance/Express Business Systems/EBS, (June 2006 – May 2009), Memphis, TN

Analyzed the existing or ideal organization and design of systems, including businesses, departments, and organizations. Helped company achieve goals by utilizing information technology through the use of software and hardware. Assisted with the designing of new computer systems and figured out ways to fine-tune existing systems.

KEY CONTRIBUTIONS & ACHIEVEMENTS:

Managed the interface between Operations, Finance, Legal, AOD and EBS

Managed medium to large technology related projects in support of Customer Service and Flight Operations

Served as a technical liaison between the business units and internal and external application developers

Developed business requirements to meet both tactical and strategic objectives

Design user interface and call flow diagrams for automated solutions

Ensure projects are in compliant with the Global Development Process

Prepared and presented formal presentations to communicate project status and business request to upper management

Presented development processes and review process changes to team members and business managers

Conducted screening interviews utilizing structured screening questionnaires while making hiring recommendations

Maintained applicant records including applicant tracking system requirements and pre-hire checklists including employment references, add criminal checks, drug screens and other requirements based on job title and location

Manager, Hub Operations/Central Services Support Division/CSSD, (June 2004- May 2006), Memphis, TN

Selected, trained, developed and motivated a staff of 15+ Handlers and Ramp Agents to support the loading and departure of flights for GEG, MSP and SEA markets. Directed the planning and administration functions of Handlers and Ramp Agents. Prioritized tactical, strategic and contingency planning efforts. Ensured value-added support in achieving operation business plan cost, productivity and on time departures by decreasing operational cost. Facilitated communication between hub and field ops.