Seasoned Customer Service Leader, Remote-ready

CHRISTOPHER MARTIN HENDERSON

Fontana, CA • 626-***-**** • ***********.*************@*****.***

PROVEN DISTRIBUTION MANAGER

Sr Service Operations Mgr • Business Operations Head • Logistics Director • Corporate Services Dir Strategic Foresight • Logistics Management • Thought Leadership • Process Improvement Initiatives

Spearheaded Mail Operations • Improved Routes • Led Union Teams • Optimized Delivery Access Caltech Facilities Environment & Safety Council - Chairman • Caltech Mgmt. Association - Board WORK EXPERIENCE

NBCUniversal & DreamWorks Animation Studios, Universal City, CA Feb 2018 - Feb 2025 Manager, Mail & Delivery Services

● Directed mail operations across 2 studios and 4 locations, including receiving, screening, internal distribution, and final delivery for high-volume film, TV, and streaming productions.

● Oversaw delivery services to Universal Studios production stages, Animation Studio, CityWalk, and theme park, ensuring timely, secure, and accurate handling of all shipments.

● Supervised multiple location workforce of union and non-union employees, as well as temporary staff.

● Directed secure access and logistics for major courier services (including Amazon, FedEx, UPS, and DHL), delivering directly into studio premises to significantly improve service levels.

● Coordinated residential shipments for remote employees, supporting hybrid work models.

● Analyzed delivery data/metrics to optimize route planning and reduce operational inefficiencies.

● Delivered regular safety training and ensured compliance with public health protocols, hazmat regulations, environmental health and safety (EHS), and company-mandated training programs.

● Maintained operational infrastructure, including tracking systems, postage meters, shipping tools, screening equipment, and IT hardware.

California Institute of Technology, Pasadena, CA April 1986 - Dec 2017 Director, Graphic Resources & Mail Services

● Supported $1M in annual sales through spearheading self-sustaining printing operations.

● Bolstered $600,000 budgeted mail services division by developing business plans, departmental goals, and standardized policies to ensure compliance, and cost-effective service delivery.

● Oversaw institute-wide print and mail services, including customer service operations, centralized copier programs, and high-volume printing and mailing logistics initiatives.

● Directed a team of managers and coordinators, including print production, mail services, and administrative leadership, supporting both daily operations and long-term growth.

● Optimized employee access to services and reduced redundancies by procuring, implementing, and maintaining a centralized copier program that served the entire campus.

● Improved processes, reliability, and turnaround times through streamlining the handling and distribution of all campus mail, including interdepartmental, first-class, and bulk mail.

● Elevated service levels via researching and introducing new reprographic and mail technologies, maintaining overall alignment with campus needs and industry standards.

● Supervised all print and mail contracts, including FedEx, internal photo services, and the campus post office, ensuring service consistency and performance. Prior Experience: United Parcel Service, Skilled Sorter EDUCATION

Redlands University, Redlands, CA

Master of Business Administration

Cal Poly - Pomona, Pomona, CA

Bachelor of Science, Management & Human Resources

Citrus College, Azusa, CA

Associate of Science, Business

TECHNOLOGIES, AFFILIATIONS, & SKILLS

Technologies: Microsoft Office Software Suite • Email Systems • Postage Meter Systems • Concur Tracking Systems • Shipping Systems • Screening Equipment • Dropbox • Zoom Affiliations: Caltech Facilities Environment & Safety Council - Chairman • Caltech Management Association - Board Member • American Management Association • National Association of College

& University Mail Services • National Association of College & University Printers Skills: Leadership • Management • Administration • Operations Management • Employee Relations Union Negotiation • Logistics Coordination • Data Analysis • Process Improvement • Adaptability Safety Compliance • Equipment Maintenance • Strategic Planning • Budget Management • Critical Thinking • Customer Service Management • Project Oversight • Communication • Teamwork

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