Bryan Allen
St Louis,Missouri
Summary
Customer service and operations professional with 9+ years of experience in logistics, telecommunications, employee coaching, onboarding, and client support. Proven ability to resolve customer concerns, improve team performance, monitor operational metrics, and coordinate effectively across departments. Reduced new-hire ramp-up time by 30% and contributed to a 22% improvement in customer satisfaction scores through structured coaching and training. Proficient in Salesforce, SAP, CRM software, Microsoft Office, performance reporting, and customer relationship management.
Overview
10
10
years of professional experience
Work History
Operations Manager, Banking Finance
FedEx Express
03.2020 - Current
- Coordinate daily delivery and service operations to support on-time performance, customer satisfaction, and operational efficiency.
- Monitor package activity, tracking information, delivery exceptions, and service issues using handheld technology and internal company systems.
- Resolve escalated customer inquiries and delivery concerns through professional communication, active listening, and timely follow-up.
- Collaborate with dispatchers, drivers, and cross-functional team members to adjust routes, address delays, and maintain service commitments.
- Track daily performance metrics and identify operational issues requiring corrective action or process improvements.
- Maintain accurate package, delivery, and customer-service documentation in accordance with company procedures.
- Build positive client relationships by providing reliable service and communicating clearly regarding delivery status and issue resolution.
- Support compliance with safety standards, operating procedures, and company service expectations in a fast-paced environment.
- Prioritize competing operational demands while maintaining accuracy, organization, and attention to detail.
Senior Coach and On-the-Job Trainer (OJT)
AT&T
04.2016 - 02.2020
- Delivered new-hire onboarding and on-the-job training programs that reduced employee ramp-up time by 30%.
- Coached customer service agents on call quality, regulatory compliance, customer communication, sales performance, and productivity expectations.
- Conducted role-play and scenario-based coaching sessions that contributed to a 22% improvement in customer satisfaction scores.
- Designed training materials, presentations, job aids, and e-learning content to improve knowledge retention and job performance.
- Partnered with leadership to identify performance gaps and implement targeted coaching and employee-development plans.
- Reviewed performance metrics and quality results to provide specific, actionable feedback to employees.
- Supported agents with customer escalations, difficult conversations, objection handling, and service-resolution strategies.
- Maintained detailed training records, coaching documentation, and performance reports to measure training effectiveness.
- Reinforced company policies, call-handling procedures, quality standards, and compliance requirements.
- Promoted a positive learning environment focused on accountability, customer satisfaction, and continuous improvement.
Education
Bachelor's Degree - Business Management And Marketing
Robert Morris University IL
Chicago, IL05.2015
Skills
- Project management abilities
- Schedule management
- Health and safety compliance
- Regulatory compliance
- Workforce management
- Client relations
- Onboarding and orientation
- Logistics management
- Delegation
- Problem-solving
- Team leadership
Timeline
Operations Manager, Banking Finance
FedEx Express
03.2020 - Current
Senior Coach and On-the-Job Trainer (OJT)
AT&T
04.2016 - 02.2020
Bachelor's Degree - Business Management And Marketing
Robert Morris University IL