Head of Customer Operations & Process Improvement

Del W. Crawford

864-***-**** ************@*****.***

Conneaut, OH 44030 LinkedIn.com/in/del-w-crawford- Head of Customer Operations Operations & Process Improvement Dear Hiring Manager,

I am a customer operations leader with over 15 years of experience improving service delivery, optimizing operational processes, and leading high-performing teams in fast-paced, service- driven environments. My background spans large-scale operations, logistics, and customer- facing organizations, where I have consistently delivered measurable improvements aligned with customer satisfaction and business goals.

Throughout my career, I have focused on identifying operational bottlenecks and converting them into actionable, data-driven solutions. In recent roles, I reduced service and repair turnaround times by 22%, cutting wait times from 10–14 business days to 7 business days and achieving a 10-business-day total return cycle, including shipping. I have also maintained an on- time delivery performance of 98% or higher, increased storage capacity by 25% through layout optimization, and reduced safety incidents by 35% through proactive leadership and compliance oversight.

My leadership experience includes managing teams of 40+ employees across multiple departments, overseeing staffing, training, performance management, and workflow execution. I am recognized for building accountability-driven cultures, enhancing cross-functional communication, and utilizing performance metrics to drive continuous improvement. My experience within Amazon Fulfillment and third-party logistics environments has strengthened my ability to operate at scale while maintaining a strong focus on service quality and customer outcomes.

I am excited about the opportunity to contribute as a Head of Customer Operations and bring my experience in process improvement, service excellence, and people leadership to your organization. I am confident in my ability to drive operational efficiency while improving the end-to-end customer experience.

Thank you for your time and consideration. I welcome the opportunity to discuss how my background and leadership approach can support your team’s goals. Sincerely,

Del W. Crawford

Del W. Crawford

Conneaut, OH 44030

864-***-**** ************@*****.***

LinkedIn: linkedin.com/in/del-w-crawford-

HEAD OF CUSTOMER OPERATIONS OPERATIONS & PROCESS IMPROVEMENT SUMMARY

Head of Customer Operations with 15+ years of experience scaling teams and optimizing processes to improve customer experience in logistics and service-driven environments. Proven record of reducing turnaround times, improving on-time delivery, strengthening safety performance, and leveraging technology to deliver measurable operational results. Recognized for people-focused leadership and continuous improvement. CORE SKILLS

Customer Operations & Service Delivery • Process Improvement & Workflow Optimization • Team Leadership

(40+ Direct Reports) • Staffing, Scheduling & Performance Management • Inventory, Logistics & Vendor Coordination • Safety, Quality & Compliance • KPI Tracking & Reporting Technology: Microsoft Excel, Outlook, PowerPoint, Teams (Office 365) • Extensiv (3PL) • Oracle • NetSuite • SAP

• Amazon Fulfillment Systems • QuickBooks Pro • Microsoft Copilot • ChatGPT • Google Gemini • Basic Python • GitHub • VS Code

PROFESSIONAL EXPERIENCE

Warehouse Logistics Manager

Cargo Logistics Network Worldwide — Shelby, NC

Jun 2023 – Jun 2024

• Directed daily warehouse operations supporting Shutterfly, Inc. using Extensiv 3PL software, ChatGPT, Microsoft 365 with CoPilot, Outlook, and various PIT equipment.

• Improved receiving accuracy and order turnaround by 18.6% through Excel-based tracking and workflow optimization.

• Redesigned warehouse layouts to increase storage capacity by 25% without expanding footprint.

• Maintained audit-ready facilities and consistently exceeded customer contract expectations. Warehouse Supervisor

Polar Service Centers — Spartanburg, SC

Apr 2021 – Jun 2023

• Coordinated service, repair, and outbound operations across departments.

• Maintained 98.4% on-time delivery through scheduling discipline, workload balancing, and use of QuickBooks Pro.

• Strengthened carrier and customer relationships to resolve issues quickly and prevent delays. Ship Dock Supervisor / Process Assistant

Amazon Fulfillment Center — Spartanburg, SC

Jul 2016 – Apr 2021

• Supervised 40+ associates across 29 shipping doors and four departments in a high-volume environment.

• Maintained an average shipping rate of 111% while meeting quality standards.

• Managed staffing, training, onboarding, and performance coaching using digital tools.

• Reduced reported safety incidents by 35% annually through proactive coaching and compliance oversight.

Warehouse Operations Manager / Certified Plumber

Argenta T&C Corp. — Drayton, SC

Apr 2008 – Nov 2014

• Coordinated inventory, materials, and project logistics for new construction projects.

• Developed proficiency in Intuit QuickBooks Pro for job costing and invoicing, and Microsoft Outlook for customer and contractor communication.

• Reduced service and repair wait times by 22%, cutting turnaround from 10–14 business days to 7 business days achieving a 10-business-day total return cycle including shipping. Server • / Head Bartender

Hospitality Industry — Spartanburg, SC

Feb 1998 – Mar 2008

• Delivered high-level customer service in fast-paced environments, building communication and conflict- resolution skills foundational to leadership.

EDUCATION

Bachelor of Science – Business Administration (In Progress) Post University — Waterbury, CT

Expected May 2028 GPA: 3.8

Dean’s List (Spring, Summer, Fall 2025)

CERTIFICATIONS & RECOGNITION

• Certified Heavy Equipment Operator (Forklift / Reach-Truck / PIT)

• Certified Journeyman Plumber (Upstate South Carolina)

• Safety Employee of the Month — October 2019

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