Joshua Rounds
Garner
Summary
Dynamic Operations Manager at Air General with a proven track record in enhancing employee performance and customer satisfaction. Skilled in problem-solving and team leadership, I implemented innovative training programs that boosted retention rates and streamlined operations, achieving significant improvements in service quality and operational efficiency.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations Manager
Air General
RDU
09.2024 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reported issues to higher management with great detail.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Courier Contractor
PDQ Delivery Services
Rochester, NY
06.2022 - 09.2024
- Coordinated timely deliveries across multiple routes ensuring optimal efficiency and customer satisfaction.
- Managed inventory logistics and tracking systems to streamline package handling processes.
- Implemented improvements in delivery procedures, reducing transit times and enhancing service quality.
- Trained new couriers on operational protocols and safety regulations to ensure compliance and performance standards.
IT Technician
Tech G's LLC
Syracuse, NY
03.2018 - 09.2024
- Installed and configured software and hardware for optimal system performance.
- Troubleshot technical issues, escalating complex problems to senior staff when necessary.
- Conducted routine maintenance checks to ensure network integrity and security compliance.
- Developed training materials for new hires, enhancing onboarding efficiency and knowledge transfer.
General Manager
Air General
Syracuse, NY
05.2020 - 09.2024
- Managed staff schedules for optimal coverage, ensuring excellent customer service and smooth operations.
- Evaluated employee performance regularly, identifying areas for improvement and developing action plans accordingly.
- Ensured regulatory compliance by maintaining accurate records, conducting audits, and addressing issues promptly.
- Led team meetings to communicate updates, reinforce expectations, and foster open communication among staff members.
- Developed and implemented safety protocols to maintain a secure working environment for employees.
- Enhanced employee performance by providing ongoing training, coaching, and feedback.
- Boosted customer satisfaction ratings by consistently delivering high-quality services and resolving complaints in a timely manner.
- Updated weekly and monthly program schedule by establishing program availability and determining best time to air.
- Improved station efficiency by implementing new operational strategies and streamlining processes.
- Optimized inventory control systems to minimize waste and maximize resources available for daily operations.
- Fostered a culture of continuous improvement by encouraging staff to identify and address opportunities for process optimization.
- Worked on multiple projects The Hub with HR and other general managers.
- Apart of the Wellness Committee to promote well being throughout the company
Cargo Agent
Air General
Syracuse, NY
07.2017 - 05.2020
- Provided support during peak periods or staff shortages, demonstrating adaptability and teamwork skills.
- Prepared hazardous material shipments in compliance with safe handling practices.
- Coordinated and verified proper dispatch of cargo shipments, working closely with different departments to resolve issues.
- Utilized computer systems to manage cargo shipments and accurately track goods.
- Created documents of load plans, cargo cleanliness inspections, and transportation processes.
- Improved cargo processing efficiency by streamlining documentation and communication procedures.
- Operated cargo handling equipment to facilitate safe and quick loading and unloading of cargo.
- Trained new team members on company procedures, systems, and best practices to ensure seamless integration into the role.
- Expedited urgent shipments by prioritizing tasks and collaborating closely with carriers and freight forwarders.
- Implemented and maintained security protocols to safeguard cargo shipments.
- Updated clients on cargo and mail statuses by closely monitoring receipt and tracking processes.
- Assisted clients with customs clearance processes when required, guiding them through documentation requirements for smooth transitions.
- Resolved any customer inquiries or complaints to restore satisfaction.
- Participated in regular training sessions to enhance knowledge of industry trends, technology advancements, and other relevant subjects.
- Supported supervisors with various administrative tasks, contributing to the overall efficiency and organization of the department.
- Stayed up-to-date on changes in industry regulations, adapting processes accordingly to maintain compliance.
- Enhanced customer satisfaction by providing timely updates on shipment statuses and addressing concerns promptly.
- Reduced errors in cargo handling through diligent inspection and verification of shipment details.
- Coordinated with warehouse personnel for effective inventory management, ensuring proper storage of goods.
- Detected damages and discrepancies in cargo shipments with careful inspections and close monitoring.
- Negotiated and arranged transport of goods with shipping or freight companies.
Signal Support Specialist (25U)
U.S Army
10.2011 - 10.2016
- Operated communication equipment, ensuring reliable transmission and reception of signals.
- Assisted in troubleshooting complex communication systems to maintain operational readiness.
- Coordinated maintenance schedules for signal equipment, enhancing functionality and reducing downtime.
- Trained junior soldiers on communication protocols and equipment usage to ensure proficiency as an AIT Instructor.
Cashier
Wendy's
Syracuse, NY
11.2008 - 09.2011
- Processed customer transactions efficiently using point-of-sale systems.
- Assisted in maintaining cleanliness and organization of the front counter area.
- Provided excellent customer service, addressing inquiries and resolving issues promptly.
- Trained new cashiers on operational procedures and customer service standards.
Education
High School Diploma -
CNS
Syracuse, NYSkills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operations monitoring
- Decision-making
- Employee relations and conflict resolution
- Hardware installation
- Software configuration
Accomplishments
- Promoted to General Manager after 3 years with the company.
- Awarded with the President's list twice in 2022
- Won American Airlines Cargo cup half a year in 2022
Certification
- Certified in American Airlines Cargo, Delta Cargo, Copa Cargo, Southwest Cargo, Ocean Cargo, and United Airlines Cargo
President's List
Awarded with President's List for Operation's Performance and working on The Hub project.
Timeline
Operations Manager
Air General
09.2024 - Current
Courier Contractor
PDQ Delivery Services
06.2022 - 09.2024
General Manager
Air General
05.2020 - 09.2024
IT Technician
Tech G's LLC
03.2018 - 09.2024
Cargo Agent
Air General
07.2017 - 05.2020
Signal Support Specialist (25U)
U.S Army
10.2011 - 10.2016
Cashier
Wendy's
11.2008 - 09.2011
High School Diploma -
CNS