Operations Manager Customer Experience

Leonard G Holliman

Kelso, WA ***** 360-***-**** ********.***@*****.***

Open for Remote, Hybrid, & On-site

www.linkedin.com/in/lenholliman

Summary

Relentless and detail-oriented Logistics Operations Leader with 20+ years of experience in retail, e-commerce, and last-mile delivery. Proven success in identifying root causes across systems, operations, and carrier networks, then driving resolution through process optimization, system enhancements, and cross-functional collaboration. Delivered a 98.78% on-time dispatch rate at Amazon by aligning dispatch workflows with carrier expectations and leveraging data to improve outbound performance. Adept at supporting fulfillment operations, managing escalations, and enhancing customer experience across parcel networks.

Skills Competencies

E-commerce Fulfillment & Escalation Support.

Small to large Parcel Logistics delivery.

Carrier Relationship Management & Issue Resolution.

KPI Analysis & Monthly Business Reviews (QBRs).

Cross-Functional Collaboration (Ops, IT, Carriers).

Process Optimization & Root Cause Analysis.

Data Analytics (Excel, Power BI, Pivot Tables).

Strategic Planning & Continuous Improvement.

Customer Experience Enhancement.

Microsoft 365 Suite (Word, Excel, PowerPoint, Outlook).

Business professional communications skills in all forms.

Professional Experience

Operations Manager - DPD2 (New site launch)

Amazon.com Portland, Oregon

April 2021 – April 2025

Led launch of new delivery station, supporting fulfillment operations and resolving escalations across 12 DSPs.

Partnered with carrier teams to identify and resolve parcel issues, improving service levels and safety compliance.

Developed Excel-based KPI dashboards to track dispatch accuracy and DEA metrics, reducing carrier impact by 30+ basis points.

Conducted monthly performance reviews and collaborated on QBRs to align DSP performance with customer expectations.

Operations Manager DPD5 - (Promotion)

Amazon.com Portland, Oregon

May 2020 – April 2021

Supported e-commerce operations by resolving IT and operational issues impacting parcel delivery.

Worked with tech teams to improve delivery app functionality, enhancing customer experience and reducing missed deliveries.

Managed staffing, payroll, and compliance for 100+ associates, ensuring alignment with carrier SLAs and safety standards.

Shift Manager DPD5 – (Promotion)

Amazon.com Portland, OR. United States

August 2019 – May 2020

Analyzed volume forecasts to optimize staffing needs and reduce processing costs by 5%, while increasing operational efficiency by 10%.

Fostered a high-performance culture through strategic leadership and continuous development initiatives with consist communication of daily goals.

Analyzed volume forecasts and staffing need to optimize outbound shipping and reduce processing costs.

Assistant Manager DPD1 – (Promotion)

Amazon.com Portland, OR. United States

July 2016 – August 2019

Piloted stow light system enhancements to improve package accuracy and outbound speed across the network.

Oversaw FLEX dispatch and RTS operations, troubleshooting delivery issues with DSP leads and carrier partners.

Collaborating with DSP leads to troubleshooting delivery issues and uphold service-level contract agreements.

Customer Order Specialist Prime Now

Amazon Prime Now Portland, OR. United States

August 2015 – July 2016

Supported inbound and outbound operations for e-commerce orders, ensuring timely delivery within 1–2-hour windows.

Maintained inventory integrity through proactive data tracking and outdated product removal.

Delivered exceptional customer service, contributing to increased satisfaction and repeat orders.

Retail Store Operations Manager

Target, CVS, Rite-Aid

10+ years of experience

Developed and executed weekly sales strategies by analyzing historical sales data, pricing trends, and order cycles—consistently exceeding forecasted revenue targets.

Optimized labor scheduling to align with peak traffic periods and seasonal demand, ensuring compliance with payroll budgets while maintaining service excellence.

Leveraged automated inventory systems to reduce out-of-stock incidents by 15%, enhancing product availability and customer satisfaction.

Ensured compliance with state and federal product rotation standards through rigorous inventory audits and proactive stock rotation protocols.

Certifications / Education

Microsoft 365 Certification (Word, Excel, Power point) Personal / Professional advance self-learning

In-progress June 2025

American Heart Association CPR / AED certified.

05/24/2024 - 05/24/2026

Annual OSHA regulatory Safety Training - Industrial compliance training.

Hazardous material handling, Blood-borne pathogens handling

Fair Grove High Fair Gove, MO. OR. United States

Diploma Agricultural Business GPA 3.74

Contact this candidate