Heather Mullins

Experience

• 

  Federal Express Corporation

  Jun 2006 - now

  Applies project management fundamentals and concepts when leading projects and teams. Develops progress reports and meeting minutes as needed for management review.<br>o Current DRIVE Initiative Owner – Dock Doman – Sorted but Not Delivered Initiative<br>o Facilitated the Inbound Standards Project for 3 years in a row<br>- Analyzes performance data within engineering, utilizing software such as SAS and Spotfire to answer basic engineering questions regarding the Inbound sorts.<br>- Field support in all things related to Inbound engineering, best-practices, standards, and goals. Show less Collects, organizes, and provides daily service and operational updates to district management team. Assembles data to review and update key indicators of field performance and assist in root cause analysis. • Gathers response due requests from corporate, regional, and district levels. • Creates and modifies databases to support operational decisions made by Engineer and Specialist. • Provides analysis, trending and presenting of data to the Manager and/or DMD. • Continuously updates current internal processes for improvement with limited guidance. • Identifies opportunities for automation in current internal processes. • Compiles, refines, and reviews financial information to assist Engineer and Specialist in budget goal setting. • Participates by providing assistance on QAT’s, special projects, and cross functional projects. • Collaborates with the District Quality and Process Specialist to manage the DCRT process. • Actively supports the CSM process for the District staff. Show less Serves as a “customer advocate” by improving new customer activation, pickup performance and responsiveness to customer issue resolution at assigned station(s). Communicates and works remotely throughout the day with various internal and external resources, responding to requests and issues to ensure a positive pickup experience and improved service quality index (SQI). Supports ongoing implementation of new and enhanced Customer Pickup Coordination (CPC) processes with various stakeholders by providing information and updates. Provides internal and external customer service and issue resolution within defined timeframes according to quality standards. Coordination with sales, customers, Independent Service Provider (ISP) business contacts and station management. . Show less This is a frontline manager position that manages specific day-to-day operations and an assigned staff within a FedEx Ground (FXG) station or hub. Responsible for ensuring efficient package sortation through the management of Package Handlers. The Operations Manager may also manage administrative employees and functions and ensures administrative processes are compliant with FXG policies and procedures and governmental regulations. While in this position, I was also responsible for interviewing, hiring, and giving orientation to new hires. Show less

  • Project Manager

    Dec 2023 - now

  • Engineer-Inbound Operations Support

    Sept 2020 - Dec 2023

  • Field Operations Analyst

    Sept 2018 - Sept 2020

  • Customer Pickup Coordinator

    May 2013 - Sept 2018

  • Operations Planner, Pickup and Delivery Coordinator

    May 2011 - Jul 2013

  • Service Manager

    Jun 2009 - May 2011

  • Administrative Clerk

    Jan 2009 - Jul 2009

  • Package Handler and Quality Assurance

    Jun 2006 - Jan 2009