Customer Service Operations Management

Mahogany Pellot

301-***-****

****************@*****.***

LinkedIn.com/in/mahogany-pellot-b706a0a8/

Martinsburg, WV 25403

PROFESSIONAL SUMMARY

Aspiring eCommerce/transportation logistics manager with experience leading high-volume retail operations, processing over 3,000 daily transactions. Oversaw multiple departments and managed large, cross-functional teams through department rotations, guiding both supervisors and frontline staff to meet operational goals and maintain fiscal accountability. Partnered with senior leadership to align business practices with short- and long-term strategic planning. Seeking a logistics or operations management role to leverage leadership, process improvement, and service delivery experience. SKILLS

• eCommerce Logistics

• Transportation Logistics

• Operations Management

• Program Management

• Inventory & Item Control

• Team Leadership

• Cross-Functional Collaboration

• Interviewing & Hiring

• Vendor Management

• Contract Management

• SOP Compliance

• Order Processing

• Budget Planning

• Customer Service

• Problem-Solving

EXPERIENCE

Costco Wholesale Monrovia, MD

Manager

May 2022 – Jun 2025

• Managed daily operations of the customer service office, overseeing 3,000+ transactions to ensure efficiency and accuracy.

• Led cross-functional teams across departments, allocating resources and setting clear goals to ensure consistent operations.

• Worked with senior leadership to develop strategic plans, budget forecasts, and process improvements for sustainable growth.

• Oversaw key store functions including cash handling, staffing schedules, and inventory control to maintain service continuity.

• Hired and onboarded seasonal staff, managing labor levels to match e-commerce and in-store traffic fluctuations.

• Upheld strong customer service and operational standards by balancing immediate needs with long-term organizational goals. Supervisor

Jun 2002 – Apr 2022

• Directed frontline teams to meet customer service KPIs, ensuring a seamless shopping experience across all departments.

• Evaluated completed tasks for feasibility, operational effectiveness, and alignment with broader business objectives.

• Collaborated cross-functionally to align warehouse operations with corporate standards and logistics protocols.

• Monitored staff performance, providing coaching, feedback, and annual reviews to support professional development.

• Executed operational tasks independently, escalating service-impacting issues to management for rapid resolution.

• Contributed to budgeting and resource planning processes, offering frontline insights to support cost control and staffing. EDUCATION

University of Phoenix, Phoenix, AZ

Master of Business Administration (MBA) 2010

Hood College, Frederick, MD

Bachelor of Arts in Social Work 2005

LEADERSHIP & HONORS

Phi Alpha Honor Society

Member, Beta Pi Chapter

• Recognized for academic excellence in social work (3.5+ GPA required). References available upon request.

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