Akiel Mcleod
Brampton,Canada
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
7
7
years of professional experience
Work History
Operations Manager
DHL
01.2022 - Current
- Managed operational action items for the TZE project team and supported with opening the biggest service center in Canada
- Managed and provided leadership for 7 supervisors, through appropriate decision-making, communication, and motivation
- Supported my direct team with driving performance to meet standards for on-time delivery, tracing, dispatch & claims, including missed pick-ups; scanning compliance; and overall service quality
- Ensured staff were compliant by driving company standards, policies, and procedures, i.e., workplace conduct, Occupational Health & Safety, Transport of Dangerous Goods, and WCB
- Collaborated with Sales managers to ensure our customer experience is satisfactory.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
Operations Supervisor
DHL
09.2020 - 01.2022
- Managed a team of 51 owner operators and 40+ employees (Couriers and warehouse)
- Helped achieve 90%+ on time service levels through a 40% growth during peak 2020 being only 1 of 3 supervisors at that time
- Completed a stretch assignment deploying CAA while overseeing 2 departments (HEQ and HIC)
- Mentored and trained 2 Debriefers and 5 new PUD supervisors
- Provided support for all escalations pertaining to YTZ by creating the YTZ Ops desk escalation team
- Contributed to enhancing overall service levels by creating 18 new Owner Operator routes in 2021 for YTZ
- Raised awareness and increased engagement for employees by becoming a local champion for both DHL’s wellness committee and DHL’s Diversity inclusion committee at YTZ.
CAA Project Manager(Stretch Assignment)
DHL
03.2020 - 10.2020
- Accountable for the planning and redeployment of a new finance application called CAA
- Once becoming a certified CAA facilitator, I coordinated and facilitated training classes across Canada for 18 employees
- Redeployed CAA to 6 Service centers and 6 retail locations
- Became the primary CAA operational contact for Canada to coordinate issues with both regional and local team
- Worked directly with regional and local team to develop and manage performance goals and reports
- Enforced policies and procedures pertaining to CAA to ensure that finances were accurately reported on a daily basis
- Trained Global SOP Project manager once stretch assignment was completed.
Operations Supervisor
DHL
09.2019 - 09.2020
- Managed a team of 45 employees daily
- Created a safe workplace for team members and emphasized safe workplace behaviors by completing quarterly warehouse training sessions with my team
- During the pandemic, implemented a work from home process so staff can be safe and productive from home
- Launched a pilot program for COD Holds at YTZ for 3rd party couriers (Pursuit) enabling a 97% delivery success rate
- Confirm that undeliverable shipments were worked daily to meet quality standards to ensure that customers are serviced accordingly and HOS KPI is maintained below 3.9
- Helped implement new HMS process improvements to increase accuracy of overall shipment inventory
- Managed my team’s development and growth, provided daily feedback to staff to maintain the morale of the team
- Obtained a EOS KPI score for 88% for employee engagement, 86% for Active leadership, 82% for performance enablement.
Debriefer
DHL
05.2018 - 08.2019
- Provide support to all drivers upon their return to the depot and ensured that all shipments were accounted for that were taken out for the day
- Ensure a compliant process being followed and shipments are (all packages returned are labeled and) classified correctly for the next day sort
- All returned shipments are labeled with Undeliverable sticker
- Attempted shipments are updated with proper checkpoints for Service/Network Completion
- Scanners logged out to indicate Arrival and put to charge for next day’s operations
- Challenge couriers in regards to their delivery exceptions and see what can be done to correct any service failures
- Handle escalations as a 1st point of contact with the drivers and respond to daily emails sent to YTZ OPS desk email
- Kept in contact with other DHL departments to provide updates in regards to daily AWB inquires
- Maintain a log of all COD payments taken by couriers using CAA
- Send End of Day Debrief Facility Summary By Route to AM Operations team to assist with next day operations.
Customer Service Representative
DHL
04.2017 - 05.2018
- Answered incoming calls and provided great customer service to customers who called in with AWB inquires
- Made outgoing calls to customers that have discrepancy with packages
- (ex Delivered incorrectly, Missing packages, On hold, Service complaints, ODD request, Transit delay, etc)
- Ensured that GOS was maintained over 90% while working by making sure calls were answered and dispositioned in due time
- Generated sales for the company by advising customers of products and services based on their needs.
Education
High School Diploma -
Dunbarton High School
Pickering, ON06.2008
Skills
- Coaching abilities
- Motivating Teams
- Training and mentoring
- Project Management
- Logistics Coordination
- Excellent Communication
- Time Management
- Analytical Thinking
- Interpersonal Skills
- Team building
- Organizational Skills
Languages
English
Native or Bilingual
Spanish
Elementary
Timeline
Operations Manager
DHL
01.2022 - Current
Operations Supervisor
DHL
09.2020 - 01.2022
CAA Project Manager(Stretch Assignment)
DHL
03.2020 - 10.2020
Operations Supervisor
DHL
09.2019 - 09.2020
Debriefer
DHL
05.2018 - 08.2019
Customer Service Representative
DHL
04.2017 - 05.2018
High School Diploma -
Dunbarton High School