Summary
Overview
Work History
Education
Skills
Timeline
Generic

KIMBERLY PARKER

Fayetteville

Summary

Dynamic Operations Manager with a proven track record at Federal Express, excelling in performance metrics and employee development. Skilled in project management and customer relationship management, I drive continuous improvement and foster team collaboration to enhance operational efficiency and achieve organizational goals. Committed to delivering exceptional service and optimizing processes.

Overview

18
18
years of professional experience

Work History

Operations Manager

Federal Express
Fayetteville
11.2023 - Current
  • Created detailed reports on the performance of individual departments within operations.
  • Assessed employee development needs and provided feedback on their progress towards meeting goals.
  • Coordinated cross-functional teams to ensure timely delivery of products and services.
  • Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
  • Analyzed data from daily reports to identify trends in production performance metrics.
  • Maintained accurate inventory records to track stock levels and minimize costs.
  • Developed and implemented operational procedures to ensure quality standards are met.
  • Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
  • Monitored and improved efficiency of processes, team performance, and customer service.
  • Directed operations staff by providing guidance, training, and support in order to meet company objectives.
  • Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
  • Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
  • Addressed customer concerns with suitable solutions.
  • Responded to information requests from superiors, providing specific documentation.

CSA

Federal Express
Fayetteville
11.2015 - 11.2023
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
  • Addressed inquiries, resolved customer issues and managed customer relations.
  • Consulted with customers regarding needs and addressed concerns.
  • Followed policies and procedures to meet or exceed established performance requirements.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Organized and prioritized tasks and activities and worked within strict timeframes and deadlines.
  • Met and exceeded productivity targets by handling every interaction with top-notch customer service.
  • Trained new hires on products and services, best practices and protocols to reduce process gaps.
  • Maintained customer privacy and protected company operations by keeping information private and confidential.
  • Operated multi-line phone system and online messaging system to communicate with customers.
  • Documented customer correspondence in CRM to track requests, problems and solutions.
  • Processed documentation and troubleshot discrepancies to build client rapport.
  • Organized client contracts, records and reports to strengthen traceability.
  • Answered customer inquiries about the store's products or services.
  • Resolved customer complaints courteously and efficiently.
  • Greeted customers entering the store warmly.
  • Assisted customers with product selection based on their individual needs and preferences.

Receptionist

Carolina Treatment Center
Pinehurst
05.2013 - 11.2015
  • Scheduled and confirmed appointments.
  • Answered and directed incoming calls using multi-line telephone system.
  • Served visitors by greeting, welcoming and directing to appropriate personnel.
  • Updated and recorded customer or client information to maintain accounts.
  • Processed payments and updated accounts to reflect balance changes.
  • Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
  • Sorted incoming mail and directed to correct personnel each day.
  • Maintained daily calendars, set appointments with clients and planned daily office events.
  • Scheduled and confirmed appointments and meetings for management team.
  • Oversaw office inventory by restocking supplies and submitting purchase orders.
  • Prepared correspondence, reports and other documents in final formats with correct punctuation, capitalization, grammar and spelling.
  • Reported suspicious individuals to supervisor.
  • Handled conference room scheduling, collaborating with meeting organizers on logistics and catering.
  • Monitored reception area to provide consistently safe, hazard-free environment for customers.
  • Protected clients' rights by maintaining confidentiality of personal and financial information.

General Manager

Jimmy John's Gourmet Sandwiches
Aberdeen
02.2012 - 04.2013
  • Trained employees on duties, policies and procedures.
  • Recruited, interviewed and hired qualified staff for open positions.
  • Created schedules and monitored payroll to remain within budget.
  • Supervised employees through planning, assignments and direction.
  • Recruited, trained and empowered employees to achieve key performance indicators.
  • Tracked monthly sales to generate reports for business development planning.
  • Administered employee discipline through verbal and written warnings.
  • Managed inventory levels and conducted corrective action planning to minimize long-term costs.
  • Guided management and supervisory staff to promote smooth operations.
  • Conducted employee evaluations to provide adequate feedback and recognize quality performance.
  • Led employee evaluations with constructive feedback to boost performance.
  • Built and maintained loyal, long-term customer relationships through effective account management.
  • Complied with company policies and government regulations to prevent and detect rule violations and protect organization from fines and lawsuits.
  • Directed safety operations and maintained clean work environment to adhere to FDA and OSHA requirements.
  • Prepared staff work schedules and assigned team members to specific duties.
  • Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
  • Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
  • Forecasted customer demand to set prices or credit terms for goods or services.
  • Structured HR consulting services to support clients during organizational developments and changes.

Sales Associate

Macys Department Store
Fayetteville
05.2011 - 02.2012
  • Helped customers find specific products, answered questions and offered product advice.
  • Engaged customers in friendly, professional dialogue to determine needs.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Collected payments and provided accurate change.
  • Worked with fellow sales team members to achieve group targets.
  • Developed trusting relationships with customers by making personal connections.
  • Assessed customer needs to provide assistance and information on product features.
  • Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
  • Used technology resources to assist customers in locating and selecting items.
  • Trained new team members in cash register operation, stock procedures and customer services.
  • Reviewed files, recordings and other documents to obtain information to respond to requests.
  • Obtained signatures for financial documents and internal and external invoices.
  • Answered product questions with up-to-date knowledge of sales and promotions.
  • Answered incoming telephone calls to provide store, products and services information.

Cashier

KFC
Spring Lake
03.2007 - 05.2011
  • Operated cash register or POS system to receive payment by cash, check and credit card.
  • Accepted cash and credit card payments, issued receipts and provided change.
  • Answered customer questions and provided store information.
  • Collected payments and provided accurate change.
  • Delivered high level of customer service to patrons using active listening and engagement skills.
  • Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
  • Worked closely with front-end staff to assist customers.
  • Trained new team members in cash register operation, stock procedures and customer services.
  • Preserved appearance of store by arranging and replenishing displays and merchandise racks.
  • Answered product questions with up-to-date knowledge of sales and store promotions.
  • Learned roles of other departments to provide coverage and keep store operational.
  • Directed trash removal and sanitation procedures to keep aisles and register area organized.

Education

Certificate - CNA

Voyager CNA
Colorado Springs, CO
10-2023

Associate of Arts - Criminal Justice

Fayetteville Technical Community College
Fayetteville, NC
05.2015

Some College - Criminal Justice

UNC Pembroke
Pembroke, NC

Skills

  • Sales Closing
  • Negotiation
  • Self-Direction
  • Customer Relationship Management (CRM)
  • Account Management
  • Customer Service
  • Team Collaboration
  • MS Office Proficiency
  • Inventory Control
  • Retail Marketing
  • Project Management
  • Complex Problem-Solving
  • Inbound and Outbound Calling
  • Account Updating
  • Appointment Scheduling
  • Point of Sale Systems
  • Stock Replenishment
  • Regulatory Compliance
  • Product Knowledge
  • Customer Support
  • Employee Management
  • Customer Complaint Resolution
  • Safety Regulations
  • Problem Resolution
  • Quality Assurance
  • Operational procedures
  • Employee training
  • Inventory management
  • Performance metrics
  • Process improvement
  • Staff recruitment
  • Time management
  • Communication skills
  • Staff management
  • Management
  • Delegation
  • Expense reports
  • Performance reporting
  • Invoice processing
  • MS office
  • Operations oversight
  • Employee motivation

Timeline

Operations Manager

Federal Express
11.2023 - Current

CSA

Federal Express
11.2015 - 11.2023

Receptionist

Carolina Treatment Center
05.2013 - 11.2015

General Manager

Jimmy John's Gourmet Sandwiches
02.2012 - 04.2013

Sales Associate

Macys Department Store
05.2011 - 02.2012

Cashier

KFC
03.2007 - 05.2011

Certificate - CNA

Voyager CNA

Associate of Arts - Criminal Justice

Fayetteville Technical Community College

Some College - Criminal Justice

UNC Pembroke

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KIMBERLY PARKER