Developed and enforced SOPs for warehouse, fulfillment, and transportation operations, achieving 100% audit readiness and reducing document retrieval time by 50%. Monitored inventory accuracy and fulfillment performance across warehouse locations, collaborating with cross-functional teams to close operational gaps. Tracked and reported KPIs including on-time delivery, order accuracy, and fulfillment performance; implemented corrective action plans to resolve process deviations. Coordinated with transportation partners and internal stakeholders to resolve shipment discrepancies, damages, and service-level deviations. Maintained DOT, OSHA, and ISO 9001/13485 compliance across all sites; improved audit readiness scores by 85% through rigorous risk assessments and gap analyses. Collaborated with cross-functional leadership (operations, sales, customer experience) to align fulfillment activities with business objectives and mitigate supply chain risk.

Managed full lifecycle of 3 international branch launches, coordinating with freight forwarders, customs brokers, and 3PL partners to ensure compliant, on-time operations across distinct regulatory environments. Monitored KPIs including on-time delivery, order accuracy, and shipping costs across 25+ accounts; built performance dashboards and implemented corrective strategies to close service gaps. Led recruitment, onboarding, and performance coaching for support staff; developed training pipelines that reduced ramp-up time for new hires. Analyzed shipping costs and transit times across carrier and broker networks, identifying efficiency improvements and cost-saving opportunities that enhanced overall supply chain performance. Oversaw relationships with domestic carrier and broker partners, managing service-level performance, vendor scorecards, and contract adherence to support client retention goals. Led technology rollouts (WMS, CRM, ERP tools) and process optimization initiatives, improving cross-functional workflows and reducing order fulfillment errors.

Oversaw driver and agent payroll, accounts receivable, and billing discrepancy resolution, ensuring financial accuracy across multiple entities. Ensured DOT compliance by verifying driver permits, load documentation, and import/export records; coordinated between drivers, agents, freight brokers, and accounting teams. Maintained efficient workflows and proactively resolved cross-departmental issues to uphold service quality standards.

Designed, developed, and delivered training programs (virtual and on-site) addressing performance gaps and learning needs for 100+ employees. Certified and coached new and current trainers; participated in hiring, evaluation, and promotion decisions for operational staff. Maintained comprehensive training records, certification logs, and compliance documentation; tracked schedules and payroll. Collaborated directly with client stakeholders to develop tailored training materials and manage training calendars.

Mentored and developed customer support representatives, conducting regular quality audits and one-on-one coaching sessions. Identified skill gaps and created targeted development plans, improving team adherence to quality standards and company policies. Developed onboarding materials and led new hire training, contributing to a positive, customer-centric team culture.

Delivered professional, timely customer support via email and chat, consistently meeting or exceeding response time, resolution, and CSAT targets. Documented interactions in CRM system; escalated complex issues appropriately and maintained high product knowledge standards.