Sort Manager Resume Example
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SORT MANAGER
Professional Summary
Reliable manager that is skilled in all aspects of production, scheduling, training, quality control, inventory, audit, and financial management. With over fifteen years with FedEx, I have learned many aspects of the company including retail-production, packing and shipping, home delivery, customer pickup coordination, and Ground OTP operations.
Skills
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Work History
Sort Manager10/2019 to Current
Pnc Financial Services Group, Inc. – Waco , TX
Pnc Financial Services Group, Inc. – Waco , TX
- Manages and oversees the entire sort operations within a FedEx Ground (FXG) station or hub.
- Supports the FedEx Ground (FXG) Safety Above All Culture, ensuring compliance to FXG policies and procedures and governmental regulations.
- Management responsibilities include, but are not limited to: hiring, terminations, coaching, skills development, recognition and rewards, performance evaluation and management, discipline, addressing employee concerns and staff productivity.
- Plans, organizes, staffs, directs and controls the day-to-day operations of the assigned sort.
- Ensures the sort is running in accordance with established safety, quality and service standards.
- Determines the sort's strategic goals and ensures quality, service, cost and productivity goals are achieved.
- Plans sort strategy based on projected volume, head count, and other special circumstances and factors.
- Directs and guides the sort management team to ensure common understanding of operational updates and daily goals for the work area.
Operations Manager II02/2018 to 10/2019
Fedex – Orem , UT
Fedex – Orem , UT
- Plans, organizes, staffs, directs and controls specific day-to-day operations within the station.
- Responsible for assigning and managing employees to ensure the safe and efficient sortation of packages through the facility, minimizing operational cost and maximizing operational quality, including the movement, tracking and administration of trailers (in conjunction with the linehaul department as applicable).
- Analyzes operational performance through direct observation, interpretation of reports and collaboration with others.
- Leads daily employee and/or planning meetings to ensure workforce communication and understanding of operational updates and daily goals.
- Participates in the development of and responsible for administering company employee relations strategies, including maintaining the confidentiality of such material and matters.
Customer Pickup Coordinator10/2016 to 02/2018
FedEx Ground – City , STATE
FedEx Ground – City , STATE
- Communicates with various internal and external resources, responding to requests and issues to ensure a positive pickup experience and improved service quality index (SQI).
- Provides internal and external customer service and issue resolution within defined time- frames and according to quality standards and expectations.
- Establishes new and updates existing FedEx Ground scheduled pickups, which requires communication and coordination with sales, customers, Independent Contractor (IC)/Independent Service Provider (ISP) business contacts and station management.
- Creates and maintains pickup files.
- Responds to daily inquiries and requests for assistance from IC/ISP business contacts when contingencies are exhausted to support service recovery.
- Performs requested pickup transfers and obtains customer approval for pickup window change to help provide an optimal pickup experience and ensure on-time pickups.
- Monitors customer service requests related to on-road package status and coordinates customer communication to IC/ISP business contact/driver for notification and response.
- Investigates calls regarding customer-perceived missed pickups and facilitates resolution.
- Provides timely customer follow-up on disposition and documents for station management to be able to conduct appropriate business contact follow-up.
- Surveys new shippers regarding first scheduled pickup experience and follows up with appropriate departments as necessary to ensure expectations are met.
- Contacts customers with non-productive pickup status to determine opportunities for schedule changes.
- Reinforces and reiterates changes to CPC processes with IC/ISP and station management while working on daily pickup activity.
- Visits assigned station(s) to establish and build professional relationships and review opportunities to improve the customer and pickup experience.
Sr. Operations Administrator04/2013 to 10/2016
FedEx Ground HD – City , STATE
FedEx Ground HD – City , STATE
- Provides clerical support to various management and operational functions, including, but not limited to, photocopying, filing, faxing, emailing and answering telephone.
- Reviews, researches and/or enters data in various systems to support respective functional area.
- Compiles data and provides business objects reports to management for review and determination.
- Serves as frontline customer service to receive, solve and/or escalate customer inquiries and issues.
- Assists management with Business Control Self-Assessment (BCSA) audit activity by retrieving data and/or files for review.
- In addition to the above essential functions, the following functional area assignments have additional essential functions as noted belo.
- Additional Quality Assurance/Loss Prevention essential functions:.
- Supports ability for timely delivery and mitigates loss and damage by performing address searches/corrections through various sources and ensuring packages are in good condition for the customer.
- Prioritizes workflow to maximize the number of packages that can be resolved and sent out for delivery in the same day.
Education
Associate of Arts06/1994Andrew College-
City,
State
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Resume Overview
School Attended
- Andrew College
Job Titles Held:
- Sort Manager
- Operations Manager II
- Customer Pickup Coordinator
- Sr. Operations Administrator
Degrees
- Associate of Arts 06/1994
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