Lelenna Willson
Kremmling
Summary
Dynamic Operations Manager with a proven track record at Fed Ex Ground, excelling in budget management and team leadership. Enhanced customer satisfaction through effective conflict resolution and continuous improvements, while analyzing performance metrics to drive operational success. Recognized for fostering a motivated workforce and implementing quality assurance practices that elevated service standards.
Overview
17
17
years of professional experience
Work History
Operations Manager
Fed Ex Ground
Kremmling
09.2019 - Current
- Oversaw daily operations to guarantee efficient package processing and distribution.
- Supervised team members to maintain workflow and meet production goals.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Responded to information requests from superiors, providing specific documentation.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Collaborated with team leaders on quality audits.
- Analyzed and controlled materials, supplies and equipment operational expenses.
- Oversaw financial management, budget management, accounting and payroll activities.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
Office Manager
Greers Appliance
Silverthorne
02.2014 - 08.2019
- Managed daily office operations and maintained organized workspaces.
- Developed and implemented filing systems for improved document retrieval.
- Supported onboarding process by preparing materials for new hires.
- Maintained filing system for records, correspondence and other documents.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Managed office inventory and placed new supply orders.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Reviewed files and records to obtain information and respond to requests.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Handled scheduling and managed timely and effective allocation of resources and calendars.
- Managed, scheduled and coordinated office functions and activities for employees.
- Organized company events including holiday parties, team building activities .
Store Manager
Sears Hometown & Outlet Stores Inc.
Silverthorne
05.2008 - 02.2014
- Managed daily store operations and ensured compliance with company policies.
- Trained and supervised team members in customer service best practices.
- Maintained inventory levels and organized stock for efficient access.
- Coordinated promotional events to enhance customer engagement and sales.
- Implemented visual merchandising standards to improve product presentation.
- Resolved customer complaints and provided effective solutions promptly.
- Recruited, trained and supervised new employees.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Resolved customer complaints in a timely manner.
- Managed daily banking activities such as deposits and withdrawals.
- Updated and maintained store signage and displays.
- Prepared monthly reports on sales figures, expenses, profits.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Maintained accurate records of employee performance reviews.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Reviewed customer feedback to make operational improvements and promote satisfaction.
- Updated POS system with new products and promotional offers.
Education
High School Diploma -
Palmdale High School
Palmdale, CA06-1990
Skills
- Operations management
- Quality assurance
- Budget management
- Customer relationship management
- Performance metrics
- Team leadership
- Problem solving
- Conflict resolution
- Continuous improvements
- Customer relationship management (CRM)
Timeline
Operations Manager
Fed Ex Ground
09.2019 - Current
Office Manager
Greers Appliance
02.2014 - 08.2019
Store Manager
Sears Hometown & Outlet Stores Inc.
05.2008 - 02.2014
High School Diploma -
Palmdale High School
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