SUMMARY OF QUALIFICATIONS Strong operations management experience that delivers increased profit margin wh ile maintaining the highest quality standards. Focused on improving customer KPI s to maximize the consumer experience and create value. Transportation Safety Ma nagement focusing on company and independent contractor fleets. I also focused o n regulatory compliance that reduced cost with respect to risk management. EXPERIENCE July 2009-August 2010 Exel Direct 7270 Park Cir Dr, Suite I, Hanover Maryland Operations Manager II (Assistant General Manager) Ensure performance statistics meet customer, vendor, & Exel contractual require ments by monitoring service levels and developing best course of action for a de manding customer base. Maximize the weekly, monthly, and annual performance of the site by providing l eadership, focusing on customer requirements, operational performance, a motivat ed workforce, succession planning, and creating a great work environment. Take an active leadership role in managing and reducing turnover rates for both associates and contractors. Develop and achieve agreed budget, revenue, P&L for sites. Monitored project operations and modified schedules to ensure budget compliance and customer satisfaction. Decreased response time by 60% by developing and conducting training on Cheetah and Cheetah tracks. Streamlining processes and restructuring operations based on reductions in work force, forecasting manpower, vendor, and engineering requirements for current an d future projects. Led a team of independent contractors and 24 associates to follow Six Sigma dis ciplined process that helped to focus on developing and delivering near-perfect deliveries, assembly and services. Managed, coordinated and implemented a broad range of projects for the East Gro up including programs, building and administering budget plans. Coordinating res ources and work standards, fostering a collaborative relationship with internal and external customers while maintaining a positive work environment. November 2007- July 2009 Exel Direct 111 Ikea Dr, New Jersey / 1781 Cross Road s Dr, Maryland Safety Coordinator (Northeast Region) Coordinated safety awareness and compliance of DOT and OSHA at 14 locations Organized and tracked inspection, monthly audit and DOT Hours of Service. Participated in safety awareness workshops to reduce accidents Develop and implement effective and efficient safety and loss control programs.
November 2006- July 2010 Exel Direct 111 Ikea Dr, Westampton, New Jersey / 178 1 Cross Roads Dr, Odenton Maryland Operations Manager II (General Manager) Responsible for 3 dedicated locations and a 125000 sq ft delivery Hub with annu alized budget of $8M. Conducted daily focus meetings, improving vendor on-time s ervice for Office Depot, HON, Bassett, William Sonoma, Aspen Home and JCPenney r esulting to a 40% increase in annual revenue. Recruited/trained Independent contractor and Operations teams with focus on cus tomer service and continuous operational improvement resulting in customer reten tion by 42% and revenue growth through go backs by 62%. Designed daily routing structure for time sensitive products to 300 customer lo cations. Partnered with Project Managers, IT, and HR to prepare for start-up operation a nd implemented development plans to assist in individual developmental needs. Designed dock layout in new facility to increase productivity resulting in regu
larly surpassing daily productivity goals relating to bills per man hour (8 BPMH ), tonnage per man hour (7200 Lbs PMH), and delivery stops per hour (3.5 SPH). Directed on time, damage free deliveries consistently above the company standar ds of 98.5% using Cheetah Routing software, Roadnet and manual manipulation. Scheduled and participated in extensive internal training including Site Leader ship, Advanced Implementation Methodology, OSHA and General Site Safety, Culture Processes and Design, and HACCP process design. Designed Standard Operating Procedures, developed Culture Implementation Progra m, created Employee Recognition Programs and designed Training Matrix/Schedule f or hourly associates in preparation of on-boarding new hires
May 2005- November 2006 Dynamex East 1781 Cross Roads drive, Odenton, Marylan d Assistant Operational Manager Supervised 52 delivery drivers and 5 office employees Monitored and maintained mobile cast units and systems for third party carriers Dispatched delivery routes to drivers to ensure customer satisfaction Responsible for billing customers, processing payroll Ensured 100% compliance by implementing insurance and safety programs Ensured daily driver capacity needs for DOT and non DOT independent contractors are met for 3 Hubs in Washington D.C and Virginia by using effective recruiting and retention techniques Developed new recruiting techniques and implemented an orientation program resu lting in lowest turnover for Dynamex East in the whole nation. 2001-2005 PharMerica 12240 Kiln ct, Beltsville, Maryland Field Technician Monitored drivers Checked medical administrative records Filled prescriptions following federal regulations Conducted an audit of medical records for nursing homes Trained new employees on order entry and auditing medications at nursing homes. EDUCATION Arkansas State University 2003-2005 Bowie State University - 1999-2002 Civil Engineering/Computer ScienceB.S. Civil Engineering