Operational customer service professional

LOCUST GROVE, US, ***** • *********@*****.*** • 310-***-****

MORRICHELLE MANGHAM

Operational Professional

PROFESSIONAL SUMMARY

A results-driven operational leader with over a decade of experience in logistics, team leadership, and large-scale operations management. Proven track record of leading high-performing teams of 200+ associates and third-party drivers within fast-paced logistics environments, consistently achieving significant gains in productivity (+17%), cost reduction (–8%), and delivery accuracy through strategic process improvements and data-driven decision-making. Brings deep expertise in strategic planning, cross-functional collaboration, performance analysis, and continuous improvement, with a leadership style rooted in accountability, innovation, and team development. Beyond operational execution, offers a strong foundation in customer service and quality assurance, with leadership roles spanning top-tier transportation and logistics organizations. Recognized for cultivating collaborative cultures, solving complex challenges, and delivering measurable results through the implementation of Lean, Kaizen, and Six Sigma methodologies.

Holds a Bachelor’s degree in Business Communications and an Associate’s in Liberal Arts, with strong technical proficiency in SAP Concur, Coupa, and MS Office. Well-versed in workforce development, budget and expense management, change leadership, and supply chain optimization. Passionate about mentorship and professional growth, with a history of supporting team members in reaching their career milestones. Committed to continuous learning and development, balancing the demands of leadership with the deeply fulfilling role of being a parent and lifelong learner. What sets me apart is the unique blend of operational expertise, emotional intelligence, and a people-first leadership style. I don’t just manage teams—I inspire and develop them. I bring the agility to adapt in fast-changing environments, the strategic mindset to scale complex operations, and the empathy to build trust and long-term value across every level of an organization. Additionally, I am always willing to jump in and help my team on the front-line, never considering myself above any task. EMPLOYMENT HISTORY

MANAGER III, OPERATIONS MANAGER Feb 2023 - Jan 2025 Amazon Logistics Durham, NC

Led daily logistics and fulfillment operations, overseeing a workforce of over 200 associates and coordinating more than 200 third-party drivers.

Managed the performance, development, and career growth of four salaried managers, providing mentorship and strategic guidance to build strong leadership pipelines.

Successfully increased productivity by 17% and reduced delivery costs by 8% by implementing process improvements and enhancing delivery accuracy.

Drove operational excellence by leveraging Kaizen, Just Do It (JDI), and Lean Six Sigma methodologies to streamline workflows, eliminate waste, and improve quality outcomes. Actively engaged in volume planning, forecasting, and forward-looking risk assessment to ensure operational readiness, agility, and alignment with evolving business demands.

Played a key role in coordinating cross-functional teams to resolve complex logistical challenges, ensuring timely and reliable shipments across last-mile operations.

Spearheaded large-scale warehouse optimization projects, achieving significant cost savings and throughput increases. Managed headcount planning and labor allocation, ensuring staffing levels aligned with operational needs and productivity goals.

Fostered a high-morale, collaborative environment, encouraging innovation and accountability at every level. Managed inventory processes using advanced systems to track inbound and outbound shipments, ensuring accuracy and compliance with safety and quality standards while consistently exceeding performance KPIs. AREA MANAGER II Dec 2022 - Feb 2023

Amazon Logistics Garner, NC

AREA MANAGER I Oct 2020 - Dec 2022

Amazon Logistics Morrisville, NC

FIELD QUALITY ASSURANCE SPECIALIST Aug 2016 - Oct 2020 Amazon Logistics Hawthorne, CA

Led a team of 20+ associates to optimize daily logistics operations, improve workflow efficiency, and uphold Amazon’s high standards for safety, accuracy, and customer satisfaction. Leveraged Kaizen, Just Do It, and Lean Six Sigma methodologies to identify process inefficiencies and implement targeted improvements, resulting in a 12% reduction in operational costs and an 8% increase in package handling speed. Collaborated cross-functionally with Safety, Engineering, and HR teams to resolve complex logistical challenges and ensure seamless delivery execution.

Monitored key performance indicators to drive data-informed decisions and fostered a continuous improvement culture focused on front-line empowerment, accountability, and operational excellence. Leveraged Microsoft Excel to develop advanced performance dashboards, analyze operational KPIs, and automate reporting workflows—reducing manual reporting time by 30%.

Created Power BI visualizations to provide real-time insights into labor efficiency, volume forecasts, and delivery performance across multiple sites, driving data-informed decision-making at the leadership level. Conducted root cause analyses using Excel pivot tables, VLOOKUP, and conditional formatting to track trends and identify opportunities for cost reduction and process improvement. Collaborated with cross-functional teams to integrate Power BI into weekly business reviews, resulting in greater visibility and alignment across operations, safety, and quality teams. Trained team members on Excel and Power BI tools, enhancing overall data literacy and empowering front-line leaders to proactively manage performance metrics.

Led and managed a team of associates, hourly leads, and supervisors within the delivery station warehouse, ensuring efficient operations across productivity, safety, and quality functions. Monitored key performance indicators (KPIs) to drive performance improvements, providing coaching and feedback to enhance team effectiveness.

Implemented safety protocols that significantly reduced workplace injuries and led the redesign of workflow processes, increasing throughput and reducing cycle times.

Spearheaded cross-functional collaborations to optimize inventory management and improve processes, reducing customer returns, minimizing damages, and enhancing the overall customer experience. Played a key role in enhancing employee engagement and retention, resulting in improved team performance and a more positive work environment.

Utilized data-driven decision-making to optimize processes and ensure compliance with Amazon's operational standards. Served as the liaison between customers, businesses, universities, and the local delivery station to ensure on-time and accurate deliveries.

Identified on-road and in-warehouse process gaps that could cause delivery defects, proactively resolving issues to meet promised delivery dates.

Utilized data analytics tools such as Tableau, QuickSight, Asana, Slack, and Qualtrics to drive operational improvements. Implemented optimized box truck efficiency routes, specialty route planning, and driver engagement strategies based on data insights.

Collaborated with cross-functional teams to analyze delivery workflows and improve both in-warehouse and last-mile delivery operations.

Worked closely with C-level executives and key stakeholders to align quality assurance initiatives with strategic business objectives.

Led continuous improvement initiatives to enhance delivery accuracy and overall customer satisfaction. CUSTOMER SERVICE MANAGER May 2014 - Jul 2016

Airport Customer Operations, American Airlines Los Angeles, CA ADMINISTRATIVE EXECUTIVE Mar 2012 - May 2014

American Airlines Los Angeles, CA

FLEET SERVICE CLERK Jul 2011 - Mar 2012

American Airlines Atlanta

CATERING LEAD May 2005 - Jun 2009

Got-be-que Atlanta

EDUCATION

BACHELOR'S DEGREE IN BUSINESS COMMUNICATIONS Aug 2016 - Sep 2020 Southern New Hampshire University Manchester, NH

ASSOCIATE'S DEGREE IN LIBERAL ARTS Jan 2010 - May 2012 Florida Institute of Technology Melbourne, FL

Managed daily operations, enhancing customer satisfaction and overall team efficiency. Resolved complex issues swiftly, leading to increased customer retention and loyalty. Trained and developed staff, improving the quality and consistency of service delivery. Implemented process improvements that achieved measurable results in operational performance. Led collaborative team efforts, fostering a supportive and productive work environment. Led the customer service team, streamlined check-in processes, and resolved complex passenger issues, resulting in improved satisfaction scores and reduced wait times.

Fostered strong partnerships with cross-functional teams to enhance overall airport operations, ensuring seamless coordination during peak travel periods.

Implemented digital queue management solutions, significantly reducing passenger congestion and enhancing the overall airport experience.

Ensured strict adherence to FAA and OSHA regulations, maintaining compliance with all safety and operational standards. Processed inbound and outbound medical shipments with high accuracy and care, ensuring timely and secure transport. Partnered with international dignitaries and embassies to coordinate special travel logistics, ensuring smooth and secure travel experiences.

Managed multiple C-level executive schedules and calendars, ensuring smooth daily operations and timely task completion. Orchestrated efficient travel logistics for executives, significantly reducing costs while ensuring punctuality and seamless coordination for engagements.

Coordinated both domestic and international travel arrangements, optimizing logistics for cost-effective and time-efficient solutions.

Introduced digital tools for task and calendar management, boosting executive productivity and streamlining operations. Developed creative solutions for scheduling conflicts, effectively optimizing executive time management. Streamlined administrative processes, reducing manual paperwork by several hours each week. Implemented a new filing system, enhancing document retrieval efficiency and organization. Facilitated inter-department communication, improving collaboration and information flow across teams. Coordinated cross-departmental projects, fostering teamwork and ensuring alignment with executive priorities. Acted as a liaison between executives and staff, improving workflow and communication across all levels of the organization. Ensured timely handling of urgent shipments, adhering to TSA and global regulations. Assisted customers with booking and resolving shipment issues, enhancing service satisfaction. Coordinated with teams to manage delivery priorities, overcoming logistical challenges. Facilitated efficient cargo operations through problem-solving and clear communication. Contributed to smoother operations, improving shipment processing efficiency. Coordinated aircraft baggage logistics, ensuring precise timing and secure handling of passenger belongings while maintaining strict safety protocols

Coordinated catering events, ensuring smooth operations and client satisfaction. Assisted in budget planning, optimizing financial outcomes. Supervised logistics, maintaining efficient and timely service. Supported events, addressing challenges to uphold service standards. Collaborated on cost-saving strategies, enhancing operational efficiency. Led catering operations, optimizing event logistics and menu planning. Cultivated strong client relationships, resulting in a substantial increase in repeat business.

COURSES

CPR

SKILLS

Workforce Management (Experienced), Business Administration (Experienced), Operations Management (Experienced), Strategic Planning (Experienced), Expense Tracking (Experienced), Performance Management (Experienced), Policy Implementation (Experienced), Contract Management, Cross-Functional Teamwork, Performance Evaluations, Brand Management, Project Management, Key Performance Indicators, Customer Relationship Management, Contract Negotiation (Experienced), Budget Control, Risk Management, Quality Assurance, Supply Chain Management, Change Management, Process Improvement, MS Office, Coupa (Experienced), Concur (Experienced), Travel Management (Experienced), Agile Methodologies, Asana (Experienced), Lean Six Sigma (Skillful), Kaizen (Experienced), JDI (Experienced), Sabre (Experienced), IMS (Experienced). ADDITIONAL INFORMATION

VOLUNTEER EXPERIENCE

Youth Development Professional

AmeriCorps, Atlanta, GA (October 2009 - August 2011)

• Utilized creative approaches such as art, music, and theater to engage youth in meaningful dialogue about pertinent issues

• Coordinated afterschool programs that fostered academic achievement as well as personal growth opportunities

• Collaborated with other professionals to develop comprehensive strategies for addressing disruptive behaviors among adolescents

• Created engaging lesson plans based on current research trends in youth development theory REFERENCES

Maritza Torres, AAA (******.*******@******.***, 310-***-****); Jennifer Jones, Amazon (*******@******.***, 562-***-****); Kelli Wharton, Amazon (*****@******.***, 626-***-****); Kendrick Smith, Amazon (********@******.***, 804-***-****); Brandon Best, Amazon (********@******.***, 919-***-****); Garrett Smith, TAMKO (*********@*****.***, 609-***-****); Michelle Johnson, Protocol Staffing, MSW (**************@*****.***, 678-***-****).

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