AL REYES

I am currently overseeing a department consisting of multiple teams. My role involves managing several projects simultaneously to ensure efficient and productive execution of all business operations. I manage a workforce of over 70 employees, focusing on fulfillment operations.

• Accurate Daily Capacity and Workload planning, pulling between 20,000 – 25,000 units daily to meet store fulfillment orders
• Identify and resolve pull quality errors resulting in a 5% reduction in canceled orders
• Developed and executed a successful productivity tracking process leading to a 20 unit increase in hourly productivity

Successfully managed multiple teams to ensure the efficient operation of all business activities within the Lowe’s Regional Distribution Center, with a primary focus on fulfillment operations. By providing guidance and oversight, I collaborated closely with my staff, inspiring a workforce of over 250 employees to achieve exceptional productivity performance on a daily, weekly, and monthly basis.

• Monitored daily operations, pinpointed areas requiring enhancement, and devised strategic solutions to streamline workflow efficiency, resulting in a 10% increase in productivity
• Ensured adherence to OSHA safety regulations as well as company policies and procedures resulting in more than 200 days without a reported injury
• Delivered strategic leadership, valuable insights, and mentorship to department supervisors, fostering their professional development and driving organizational growth

Directed the operations of the Lowe’s Reverse Logistics Center in Whitestown, IN, by remotely managing multiple teams. Supported the Centralized Return to Vendor program through close collaboration with 3PL staff, implementing strategies to enhance operational efficiency and achieve key performance indicators (KPIs).

• Optimized the analysis and reporting of daily performance metrics within designated operational areas, ensuring data-driven decision-making and continuous improvement resulting in increased productivity
• Translated executive-level directives and analyzed data from diverse sources into actionable insights to implement required modifications that led to a sustained warehouse capacity of 85%
• Effectively managed and adapted to seasonal fluctuations in workload, successfully adjusting project priorities to ensure all deadlines were consistently met

Directed the operations of two Regional Distribution Centers serving the four Northern New England states (Maine, Vermont, New Hampshire, and Northern Massachusetts). In this role, I managed a team of 60 employees, including both company staff and third-party logistics (3PL) personnel, ensuring the seamless execution of regional fulfillment operations.

• Collaborated with cross-functional teams to oversee the warehousing and distribution of e-commerce inventory for clients and vendors, ensuring efficient fulfillment of orders resulting in a 98% fulfillment rate
• Conducted daily meetings with third-party logistics (3PL) personnel both on-site and via remote communication, resulting in improved operational efficiency, enhanced collaboration, and timely resolution of logistical challenges
• Traveled with third-party logistics (3PL) independent contractor teams to assess performance across delivery schedules, compiling detailed reports with data-driven insights leading to increased customer satisfaction

I successfully collaborated with multiple teams in the operation of a Boston-based third-party logistics (3PL) e-Commerce Distribution Center. My responsibilities included overseeing Last Mile Home Delivery services for client partners and their leadership, with a focus on enhancing overall customer delivery experiences.

• Led a team of over 100 employees, fostering collaboration and driving efficiency in warehouse fulfillment operations resulting in performance improvements and exceeding target deadlines.
• Enhanced customer satisfaction through streamlined processes and timely deliveries. Leveraged data insights to optimize workflows and align strategies with organizational goals.
• Strategically managed daily capacity and route planning to facilitate prompt deliveries throughout the greater Boston Metro area and adjacent communities within a 150-mile radius of the warehouse.

I oversaw the operations of several multi-unit distribution and logistical transportation centers across the West Coast and Mid-Atlantic regions. I collaborated with various teams to ensure the effective, efficient, and successful management of the region, consistently meeting or exceeding financial targets to drive profitability and growth.

• Accountable for ensuring the accuracy and punctuality of billing processes across all facilities, thereby maintaining consistent compliance with client customers
• Delivered strategic coaching and guidance to General Managers, enhancing business strategy and driving performance, resulting in sustained month-over-month improvements for a period of five months
• Conducted weekly site visits to delivery locations to develop strategic action plans and implement countermeasures, thereby optimizing performance outcomes

I monitored teams overseeing Home Delivery operations for 15 West Coast Delivery Distribution Centers. These centers handled the delivery and installation of major appliances and flat panel TVs via 3PL Final Mile Delivery Partners. By driving key KPIs and behaviors, I achieved a 10% increase in on-time deliveries and a 5% reduction in delivery-related customer complaints. Additionally, I improved overall customer satisfaction scores by 8%.

• Monitored a high performing team that was responsible for handling product safely, efficiently and effectively as it moves through the supply chain network to the delivery destination.
• Strategically partnered with 3PL leadership to analyze and present comprehensive business results, leveraging data from multiple reporting sources. This collaboration led to a significant boost in customer satisfaction, driving overall business growth and efficiency
• Conducted observational performance audits with third-party logistics (3PL) independent contractor teams to assess performance, identify areas for operational improvement, and implement actionable recommendations. Outcomes included enhanced delivery efficiency, improved contractor compliance with company standards, and increased customer satisfaction

I successfully managed the daily operations of a Delivery Distribution Call Center in Chino, CA, overseeing a team of 23-30 Customer Care Representatives, including both Best Buy employees and temporary workforce members. My team was responsible for handling calls from West Coast delivery customers and retail stores. Under my leadership, the team consistently achieved high performance levels within the call center

• Efficiently managed an average of 1,100 to 1,300 inbound calls daily during both peak and non-peak periods, achieving a customer satisfaction rate of 95% and consistently meeting service level agreements.
• Consistently maintained incoming call hold times below the company average, leading to improved customer satisfaction and operational efficiency.
• Successfully maintained the disconnection rate of incoming calls below the company average, contributing to a more positive customer experience.

• Maintained and operated various navigational systems that included Inertial Navigational Systems, SONAR and Satellite Navigation systems in support of the Strategic Weapons Systems Submarine platform