Manage a Package Quality team of eleven full-time operations engineers and analysts in the following areas: Loss, Damage, and Delivery issue reduction; Oversee products, processes, reporting, and analytics related to custodial control issues within the network and at customer operations. Responsible for KPI attainment and goal development for associated metrics. Partner with Package Testing/Design lab and field engineers to develop and administer claims agreements and liability exemptions for shippers. Shipper Barcode evaluation and certification; ensure adherence to company-designed barcode architecture standards, data format, interchange processes. Customer Complaints/Customer Experience feedback; oversee processing, reporting, and complaint reduction strategies, manage customer-provided survey feedback mechanisms, and engage field operations’ education and corrective actions. Overgoods Reduction; work with Package Research and Recovery to reduce and remediate undelivered/unmatched packages within the network. Provide Quality Assurance support for customer and operations interface, process development, issue resolution, performance reporting, revenue attainment, and cost-control measures.

Responsible for procedures, productivity and profitability reporting, and data analysis for all retail channel outlets (FedEx Office, Express 3rd party affiliate counter operations serviced by FedEx Ground. Project manager for corporate-wide damage reduction initiatives and communications programs. Oversaw reporting and analysis of all damage and loss claims. Reviewed and administered claims pricing agreements and liability exemptions for shippers.

Provided logistical, process, and procedural support for all field District Process Quality Specialists. Formulated and maintained trend reports for various administrative-based metrics. Produced and maintained training materials including seminars and instructional manuals. Created and published procedures, job-aids and reference guides for operational processes. Performed quantitative analysis, trending, and standard-creation for operational processes and clerical tasks.

Assembled, conducted, and evaluated training programs for all full-time field pickup and delivery managers. Researched, developed, and designed curriculum. Conducted driver safety training programs. Instructed and assessed competency of all disciplines and monitored participants’ return on investment for the manager and facility. Performed consultative inspection and evaluation of facility operations and processes, conducted analyses and supplied recommendations

Directly supervised 35 part-time package handlers, 36 full-time independent pickup and delivery contractors, and 10 full-time company-employed pickup and delivery drivers. Oversaw all phases of sortation and loading of packages on vans. Additional responsibilities included delivery route configuration and AM dispatch of drivers, departmental administrative maintenance, instruction, and contractor relations and recruiting.

Supervised unionized dock personnel in the loading and unloading of freight at the company’s Northeast consolidation and distribution center servicing NYC, New England and Mid-Atlantic Inbound markets, as well as nationwide outbound markets. Oversaw and ensured DOT/OSHA regulatory and legal compliance for loading/unloading/storage of less-than-truckload freight..