Operations Manager - Customer Experience Expert

Duke Jenkins

Bradenton, Florida ***** 1-941-***-**** *********@*****.***

PROFESSIONAL SUMMARY

Dynamic Operations Manager with a proven track record at FedEx, enhancing customer satisfaction through strategic process improvements and staff development. Skilled in data analytics and conflict resolution, I successfully boosted customer satisfaction scores by overhauling service protocols and fostering a collaborative team environment. Committed to driving efficiency and employee engagement.

SKILLS

Trainer

Customer empathy

Retention management

Customer feedback management

Teamwork and collaboration

Customer service

Problem-solving

Time management

Attention to detail

Multitasking Abilities

Problem-solving abilities

Reliability

Active listening

Organizational skills

Verbal and written communication

Decision-making

Effective leader

Adaptability and flexibility

Customer service management

Customer relations

Staff training/development

Employee motivation

Conflict resolution

Recruitment and hiring

Goal setting

Operations management

Inventory tracking and management

Employee relations

Scheduling

Hiring and onboarding

Time management abilities

Strategic planning

Schedule management

Staff training

Adaptability

Management team building

Delegating work

Written communication

Performance evaluation and monitoring

Staff hiring

Employee scheduling

Employee development

Data analysis

Performance improvements

Purchasing and planning

Delegation

Operations management

WORK HISTORY

OPERATIONS MANAGER, CUSTOMER EXPERIENCE 04/1990 to 12/2025

FedEx Bradenton, FL

Streamlined customer service operations to enhance overall satisfaction and efficiency.

Developed training programs for staff, improving service quality and employee retention.

Implemented process improvements reducing operational delays and enhancing workflow efficiency.

use of QDM principals to identify opportunities and resolve issues that can effect quality and cost saving opportunities

Developed strategic initiatives to improve project outcomes and align with organizational goals.

Led cross-functional teams to enhance operational workflows and drive efficiency.

Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.

Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.

Improved staffing during busy periods by creating employee schedules and monitoring call-outs.

Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Defined clear targets and objectives and communicated to other team members.

Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.

Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.

Established team priorities, maintained schedules and monitored performance.

Evaluated employee performance and conveyed constructive feedback to improve skills.

Maintained professional demeanor by staying calm when addressing unhappy or angry customers.

Successfully managed budgets and allocated resources to maximize productivity and profitability.

Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.

Developed comprehensive risk management plan, minimizing potential disruptions to business operations.

Led cross-functional teams to achieve project goals, fostering collaboration and innovation.

Organized professional development programs for staff, leading to improved performance and skill sets.

Enhanced product quality by instituting rigorous quality control procedures, resulting in fewer customer complaints.

Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.

Managed budget allocations to prioritize spending on high-impact projects, optimizing resource utilization.

Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.

Streamlined project delivery processes, significantly reducing time to market for new product launches.

Oversaw inventory management, optimizing stock levels, and reducing waste.

Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.

Reduced operational costs through comprehensive process improvement initiatives and resource management.

Improved safety procedures to create safe working conditions for workers.

Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.

Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.

Maximized performance by monitoring daily activities and mentoring team members.

Cross-trained existing employees to maximize team agility and performance.

Managed and motivated employees to be productive and engaged in work.

Accomplished multiple tasks within established timeframes.

Maintained professional, organized, and safe environment for employees and patrons.

Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.

Implemented process improvements that reduced costs and increased service delivery speed.

Mentored junior staff to foster professional development and strengthen team capabilities.

SALES ASSOCIATE 05/1989 to 08/1991

Arvey/International Paper Memphis, TN

Enhanced customer satisfaction through personalized service and product recommendations.

Developed deep product knowledge to effectively address customer inquiries and concerns.

Trained new sales associates on company policies, procedures, and customer engagement techniques.

Collaborated with team members to maintain optimal merchandise presentation and inventory levels.

EDUCATION

High School Diploma

Coranado High School, El Paso, TX

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