Jeffrey Cross
Charlotte
Summary
Results-driven operations manager with a strong background in team leadership and logistics coordination. Skilled in clear communication, problem-solving, and adapting to dynamic environments to enhance operational efficiency and employee engagement.
Overview
16
16
years of professional experience
Work History
Cust Exp Pickup Coordinator (CXPC)
FedEx
10.2019 - Current
- Coordinated logistics for timely shipment processing and delivery operations.
- Developed and maintained effective communication channels across departments to enhance workflow efficiency.
- Trained new staff on operational procedures and best practices to improve team performance.
- Demonstrated proficiency in basic level MS Word, Excel and Outlook.
- Ability to complete all basic DADS and recurrency training (90% minimum).
- Geographic knowledge of dispatch service area preferred.
- Knowledge of Federal Express field operations, systems and features of service, i.e. Cosmos/KIAC/FAMIS.
- Ability to compile and interpret analytical data and to act independently in making workload and resource allocation decisions.
- Strong interpersonal and verbal communication skills.
Mgr Sta Ops/DOT
FedEx
07.2018 - 10.2019
- Led team to optimize delivery operations, enhancing efficiency and customer satisfaction.
- Developed training programs for new staff, improving onboarding process and reducing turnover.
- Analyzed performance metrics to identify areas for operational improvement and cost reduction.
- Coordinated logistics strategies to streamline package handling and increase throughput.
- Serves as a champion for FedEx's Safety Above All Culture and supports all related initiatives
- Management responsibilities include, but are not limited to: hiring, terminations, coaching, training, recognition and rewards, performance evaluation and management, discipline, addressing employee concerns and staff productivity
- Plans, organizes, staffs, directs and controls specific day-to-day operations
- 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. Determines opportunities for improvement of key metrics and executes action plans to achieve results
- Leads daily employee and/or planning meetings to ensure workforce communication and understanding of operational updates and daily goals; Includes communication and public speaking to small and large audiences on a regular basis
- Participates in the development of and responsible for administering company employee relations strategies, including maintaining the confidentiality of such material and matters
- Participates in the development of and responsible for administering company safety strategies and programs
- Investigates, resolves and/or escalates customer service issues, as appropriate
- Responsible for training new employees regarding job duties and performance expectations and ensuring compliance with FXG policies, procedures and other training requirements, including but not limited to training related to quality assurance, SWAK, hazardous materials, Video Event Data Recorder (VEDR) coaching, and dock safety
- Mentors and develops critical skill sets for new and/or less-experienced Operations Supervisors
- Adapts quickly to change to meet dynamic business needs; Displays flexibility and appropriate sense of urgency, while leading and engaging employees in a positive and professional manner
- Peforms other duties as assigned
Mgr Sta Ops/NON DOT
FedEx
08.2014 - 07.2018
- Oversaw daily operations, optimizing workflow efficiency and resource allocation.
- Implemented process improvements, enhancing service delivery and customer satisfaction.
- Led cross-functional teams in achieving operational goals and project milestones.
- Developed training programs for new hires, fostering a culture of safety and compliance.
- Serves as a champion for FedEx's Safety Above All Culture and supports all related initiatives
- Management responsibilities include, but are not limited to: hiring, terminations, coaching, training, recognition and rewards, performance evaluation and management, discipline, addressing employee concerns and staff productivity
- Plans, organizes, staffs, directs and controls specific day-to-day operations
- 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. Determines opportunities for improvement of key metrics and executes action plans to achieve results
- Leads daily employee and/or planning meetings to ensure workforce communication and understanding of operational updates and daily goals; Includes communication and public speaking to small and large audiences on a regular basis
- Participates in the development of and responsible for administering company employee relations strategies, including maintaining the confidentiality of such material and matters
- Participates in the development of and responsible for administering company safety strategies and programs
- Investigates, resolves and/or escalates customer service issues, as appropriate
- Responsible for training new employees regarding job duties and performance expectations and ensuring compliance with FXG policies, procedures and other training requirements, including but not limited to training related to quality assurance, SWAK, hazardous materials, Video Event Data Recorder (VEDR) coaching, and dock safety
- Mentors and develops critical skill sets for new and/or less-experienced Operations Supervisors
- Adapts quickly to change to meet dynamic business needs; Displays flexibility and appropriate sense of urgency, while leading and engaging employees in a positive and professional manner
- Peforms other duties as assigned
Mgr Customer Experience Network (CE)
FedEx
11.2009 - 08.2014
- Team Leadership and Oversight: Plans, directs, and controls the activities of customer experience personnel.
- Analysis and Data Management: Ensures the accuracy of data used to analyze customer and operating problems. This involves providing analysis on customer needs, complaints, and overall operational performance.
- Procedure Compliance: Ensures that customer experience personnel adhere to standard operating procedures and compliance guidelines.
- Issue Resolution: Resolves complex or escalated customer issues that require senior-level intervention.
- Cross-Functional Collaboration: Works with various departments, such as Operations and Sales, to resolve shipment delays, service disruptions, and billing discrepancies.
- Was responsible for four locations GSXA,INTA,HKYA, FBGA
Education
Bachelor of Science - Business Administration
Morehouse College
Atlanta, GA05-2025
Skills
- Multitasking and organization
- Customer service
- Data entry
- Decision-making
- Work Planning and Prioritization
- Relationship building
- MS office
- Project coordination
- Discretion and confidentiality
- Schedule coordination
- Document management
- Scheduling and calendar management
- Presenting ideas and plans
- Recordkeeping
- Staff management
- Strategic planning
- Project Support
- Meeting coordination
- Schedule management
- Administrative leadership
- Regulatory compliance
- Operations management
- Point of contact
- Best practices implementation
- Report writing
- Document control
- Professional networking
- Budget planning
- Team oversight
- Budget management
- Problem-solving
- Time management
- Attention to detail
- Clear communication
- Team collaboration
- Adaptability and flexibility
- Verbal and written communication
- Task prioritization
- Deadline management
- Conflict resolution
- Workflow management
- Logistics coordination
- Scheduling expertise
- Microsoft office
- Team leadership
- Documentation and recordkeeping
- Phone and email etiquette
- Coaching and mentoring
- Handling complaints
- Staff training
- Customer service management
- Employee supervision
- Staff development and training
- Administration and operations
- Office management
- Documentation and control
Timeline
Cust Exp Pickup Coordinator (CXPC)
FedEx
10.2019 - Current
Mgr Sta Ops/DOT
FedEx
07.2018 - 10.2019
Mgr Sta Ops/NON DOT
FedEx
08.2014 - 07.2018
Mgr Customer Experience Network (CE)
FedEx
11.2009 - 08.2014
Bachelor of Science - Business Administration
Morehouse College