Customer Service Operations Manager

Artis R. Rollins Jr.

972-***-**** ****************@*****.*** Saint Augustine, FL.

OPERATIONS LEADER – PROJECT LEADER – CUSTOMER SERVICE LEADER A customer service manager with solid expertise in teaching, research, and management in the medical industrial field. A hard-working and effective communicator who is committed to delivering high standards of performance, completing projects with little or no supervision, and providing exceptional service to the customers. A strong leader and team player who has a personal drive to excel in performance and contribute to the organization’s bottom line. Areas of Expertise:

• Customer Service • Team Building • Continuous Improvement

• Customer Satisfaction • Project Management • OperationalExcellence

• Customer Retention • Problem Solving • Technical Proficiency

• Customer Loyalty • Feedback Analysis • Customer Service Technology

• Conflict Resolution • Action Planning • Financial Budgeting PROFESSIONAL CAREER OVERVIEW

NXT Point Logistics Jacksonville, Florida

Global Logistics Regional Operations Manager 2023 - Present

● Responsible for overall management and performance of the logistics operations including office and warehouse operations, customer relations, information technology, quality, and security.

● Responsible for coordinating and supervising all traffic functions relating to freight movement into and out of the warehouse.

● Training and supervising employees to ensure meeting departmental and company objectives.

● Maintains and develops appropriate warehousing policies and programs that meet cost and service objectives and production and customer needs.

● Maintains and directs the implementation of procedures to ensure that freight claims are processed and collected in a timely manner.

● Investigates cause analysis issues for problem reconciliation and lead corrective action for complaints related to transportation, logistics handling and warehousing of finished products.

Amazon Inc. Illinois and Florida

Regional Operations Manager 2018 – 2023

● Led daily operations and workflow of fulfillment center with up to 300 associates.

● Resolved complex problems in various areas to ensure smooth and continuous operations.

● Managed labor allocation, meeting facilitation, and job assignment for fulfillment associates.

● Implemented a new automated robotic system and equipment as a project manager from start to finish.

● Performed administrative tasks and other functions as required by operational management.

● Maintained high customer satisfaction and experience.

● Identified and addressed safety hazards and conditions within the fulfillment center.

● Conducted new employee and merchandise acquisition.

● Reconciled profit and loss statements.

● Updated inventory and ordered new supplies.

● Supervised and motivated a team of 20 to 300 associates to achieve maximum performance and safety.

● Launched one of Amazon’s first Gen 11 Large Robotics buildings ORD5, and collaborated with construction teams, launch team, engineering teams, development engineering teams, and other contractors to resolve all issues.

● Ensured compliance with all safety programs and procedures, developed and maintained preventative maintenance programs and good working relationships with JLL.

● Designed and developed solutions to difficult problems, managed outside contractors and handled emergencies.

● Organized multiple projects and daily activities, met deadlines and developed plans to accomplish departmental and distribution goals.

● Communicated daily metrics with associates and leadership team to help achieve building goals. A & T TRUCKING LLC Dallas, TX

Operations Director 2015 – 2017

● Managed business to business sales and customer relations.

● Ensured all drivers were always trained and compliant with DOT standards.

● Oversaw the day-to-day operations of the company budget and financial performance.

● Developed policies and procedures for the company’s overall training and SOP.

● Conducted routine audits on drivers and warehouse personnel.

● Followed and enforced all OSHA and DOT safety guidelines.

● Hired warehouse and driver staff as needed.

UT Southwestern Medical Center Dallas, TX

Hematology Oncology Clinic Lab Manager/ Patient Access Service Supervisor 2008 – 2015

● Supervised and managed lab, imaging, and frontline personnel.

● Ensured accurate and timely billing, insurance, and workman's comp claims processing.

● Interacted with patients and maintained compliance with HIPAA policies and guidelines.

● Maintained QA and safety audits for lab and frontline personnel.

● Developed policies and procedures for lab and imaging frontline personnel.

● Trained personnel on proper frontline use of EPIC and Sunquest ADT system.

● Installed equipment and managed department inventory.

● Served as project manager for the installation of the KIOSK system throughout the hospital.

● Project manager for multi-million-dollar equipment installation of new laboratory equipment for cancer lab department and PET imaging, MRI equipment.

● Ensured clinic compliance with JCAHO and CLIA standards.

● Worked with physician team to keep patients’ families informed of treatment in accordance with HIPAA.

United States Army Columbus, Ga 1989-2017

● Trained and supervised new soldiers.

● Recruited new soldiers to join the US Army.

● Implemented strategies to enhance soldiers’ productivity and performance.

● Maintained and operated all equipment.

● Taught and trained soldiers on new equipment.

● Ensured the health and welfare of over 5000 troops.

● Ordered and inventoried equipment for deployment.

● Relocated and set up a field hospital and medical equipment.

● Managed and shipped material for combat deployment. EDUCATION

The University of Texas at Tyler Tyler, TX

Master of Business Administration 2013 – 2015

The University of Texas at Arlington Arlington, TX General Construction Safety Course 2015

Christian Bible Institute & Seminary Cypress, TX

Master of Arts – Christian Education 2008 – 2010

Paul Quinn College Dallas, TX

Bachelor of Arts and Science in Education 2006 – 2008 The George Washington University Washington, DC

Bachelor of Arts at Medical School Education 1993 – 1996

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