Operations & Systems Support Leader

Celeste Impundu

[502-***-****] • [Louisville KY, 40207] • [**************@*****.***] • [LinkedIn ]

OPERATIONS & SYSTEMS SUPPORT PROFESSIONAL

Application Testing Workflow Optimization Cross-Functional Collaboration Logistics

& Compliance

Resourceful and results-driven operations professional with over a decade of global experience across logistics, talent strategy, and organizational development. Proven success supporting systems operations, user acceptance testing (UAT), team development, and stakeholder collaboration in fast-paced environments. Adept at troubleshooting system issues, supervising training programs, and implementing solutions that improve service delivery and process efficiency. I am fluent in English, French, Swahili, and Kinyarwanda. PROFESSIONAL EXPERIENCE

United Parcel Service (UPS) – Louisville, KY

Air Full-Time Operations Supervisor – 1DA INTERNATIONAL SEA / Import-Export July 2024 – Present

● Supervise 60+ employees across international SEA operations, exception handling, and label correction to ensure accurate processing and on-time delivery.

● Perform informal User Acceptance Testing (UAT) for updates to UPS systems (ALP, AIRHUB, CITRIX, TMS, SCADA, HubX), providing feedback to improve interface performance and operational alignment.

● Support cross-functional system rollouts by training leads on process updates and validating data accuracy.

● Act as liaison between union stewards, employees, and upper management, resolving disputes and fostering positive labor relations.

● Collaborate with Industrial Engineering, Load Planning, and Healthcare teams to prioritize exception packages and optimize processing flow.

● Monitor system alerts and dashboards (GTWOR, SCADA) to manage compliance and minimize delays.

Input Supervisor – UPS May 2022 – July 2024

● Managed 40+ employees in coordinating air package processing and time-sensitive operations.

● Partnered with internal teams (IE, OPC, Load Planning) to ensure timely service delivery and resource allocation.

● Supported system adoption and issue resolution across key operational tools.

● Oversaw leave management, documentation accuracy, and shift coverage planning.

● Contributed to training design and led sessions on updated exception workflows and system usage.

African Management Institute – Nairobi, Kenya

Talent & Operations Lead April 2021 – May 2022

● Built and managed a 40+ member team in a new office location, overseeing recruitment, onboarding, and staff development.

● Drafted contracts, developed HR policy, and aligned recruitment strategy with startup goals.

● Led training, coaching, and performance management processes across departments.

● Initiated wellness and engagement programs to improve retention and team cohesion.

● Conducted internal surveys to assess organizational health and inform strategic improvements.

Solid Africa – Kigali, Rwanda

Public Relations & Communications Officer June 2020 – March 2021

● Led corporate communications, media relations, and fundraising content strategy.

● Developed and submitted grant proposals to secure partner and donor funding.

● Managed logistics and storytelling for donor visits and public-facing events.

● Created and maintained social media content to support community engagement. TECHNICAL & SYSTEMS EXPERIENCE

UPS Systems Supported:

● ALP, AIRHUB, CITRIX, GTWOR, SCADA, TMS, HUBX

● Exception handling tools, label verification platforms, and compliance systems

● Experience in end-user support, training, and issue resolution Tools & Platforms:

● Microsoft Office Suite (Excel, Outlook, Word, Access)

● Google Suite Adobe Suite Canva

Languages:

● English (fluent), French (fluent), Swahili (intermediate), Kinyarwanda (native) EDUCATION

United States International University – Africa, Nairobi, Kenya Bachelor of Arts in Journalism – Major in Public Relations Graduated: December 2021 AWARDS & CERTIFICATIONS

● Best Employee of the Year – African Management Institute (2021–2022)

● Trained Healthcare Interpreter – GLOBO Language Solutions

● UPS Professionalism In-House Certificate – Management Training

● Dean’s List – USIU Africa (Feb–June 2019)

VOLUNTEER EXPERIENCE

Decision Guide Counselor – Southeast Christian Church April 2023 – Present

● Provide spiritual counseling and support through benevolence outreach. Writer & Editor – Relentless Pursuit Ministry (Online Platform) December 2020 – Present

● Create Christian content (articles, devotions, podcasts) and oversee content editing and publishing.

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