Edson Resendes
Operations manager
Ottawa,ON
Summary
Versatile and solutions-driven Operations Manager with over 15 years of progressive leadership in operations, logistics, sales, and customer service. Proven ability to manage large teams, streamline dispatch operations, and implement process improvements that enhance productivity and customer satisfaction. Adept at building cross-functional collaboration, leading safety initiatives, and fostering client relationships to drive operational excellence. Strong analytical thinker with a strategic mindset, experienced in fast-paced and service-intensive environments.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Operations Manager
FedEx
01.2020 - Current
- Oversee over 40 drivers daily across dispatch and on-route operations.
- Develop and manage weekly schedules to ensure route coverage and efficiency.
- Conduct driver training both in-field and in-office for performance optimization.
- Monitor and evaluate driver performance and adherence to compliance standards.
- Lead weekly fleet safety meetings and maintain all safety compliance procedures.
- Resolve customer complaints promptly to ensure high service satisfaction rates.
- Ensure timely dispatch operations and adjust assignments as needed throughout day.
- Supervise fleet maintenance schedules to minimize downtime and maximize performance.
- Streamline workflows to improve operational throughput and dispatch readiness.
- Maintain alignment between delivery metrics and client satisfaction objectives.
- Enforce company protocols to uphold safety and operational compliance standards.
Territory District Manager
Pathfinder Systems Design
01.2016 - 01.2020
- Developed sales strategies and quotas to maximize regional revenue growth.
- Identified client pain points and customize solutions to meet organizational needs.
- Coordinated directly with procurement and records managers for service delivery.
- Established and maintain strong relationships with internal and external stakeholders.
- Managed client portfolios and ensure consistent fulfillment of service expectations.
- Delivered sales presentations to executive-level decision makers across industries.
- Addressed escalated client concerns and negotiate satisfactory resolutions.
- Leveraged cold and warm outreach to build robust sales pipelines.
- Collaborated cross-functionally to align customer needs with operational capabilities.
- Utilized CRM tools to track progress and improve lead conversion rates.
Corporate Account Manager
Rogers Communications
02.2012 - 01.2016
- Acquired and managed business accounts to boost corporate customer engagement.
- Promoted new products and services to expand existing client revenue streams.
- Conducted B2B cold calling to secure new corporate account partnerships.
- Provided ongoing support across product lines for business client satisfaction.
- Prepared sales reports and analyzed performance trends for strategic decisions.
- Managed end-to-end sales lifecycle including quoting, onboarding, and retention.
- Advised clients on service options aligned with evolving business requirements.
- Resolved client issues efficiently to maintain loyalty and satisfaction.
- Identified upselling opportunities to strengthen client relationships and value.
- Maintained detailed records of customer communications and account status.
Sales Manager
The Brick
01.2006 - 01.2010
- Managed day-to-day sales operations for a multi-million-dollar retail store.
- Trained and mentored staff to improve performance and achieve sales targets.
- Reviewed sales metrics to identify gaps and recommend targeted improvements.
- Set clear individual goals and aligned team efforts with corporate objectives.
- Monitored customer service quality and resolved escalated service issues.
- Provided team with resources to boost productivity and customer engagement.
- Developed sales programs to drive in-store traffic and increase revenue.
- Oversaw inventory flow to ensure product availability and reduce shrinkage.
- Maintained consistent performance reviews and feedback for all team members.
- Coordinated closely with leadership to implement storewide operational changes.
Sales Lead
The Brick
01.2004 - 01.2006
- Delivered excellent customer service by understanding and responding to needs.
- Supported daily sales initiatives to meet and exceed departmental goals.
- Attended training seminars to improve product knowledge and technical expertise.
- Contributed to a collaborative sales environment with strong teamwork ethic.
- Utilized persuasive techniques to drive product interest and customer purchases.
- Maintained store visual standards and ensured appealing product presentation.
- Assisted with inventory checks and merchandise restocking efforts.
- Tracked personal sales to meet monthly performance benchmarks.
Education
Business Marketing
Algonquin Business College
Ottawa, ON01.2004
OSSD - undefined
Notre Dame High School
Ottawa, ON01.2000
Skills
- Team Leadership
- Operational Planning
- Fleet Management
- Process Improvement
- Strategic Scheduling
- Customer Relations
- Dispatch Operations
- Sales Management
- Vendor Coordination
- Staff Training
- Conflict Resolution
- Territory Management
- Performance Analysis
- Quality Control
- Logistics Oversight
Languages
English
Full Professional
Certification
Health and safety
Level 2 secret cleared
sales manager
Collee diploma
Timeline
Operations Manager
FedEx
01.2020 - Current
Territory District Manager
Pathfinder Systems Design
01.2016 - 01.2020
Corporate Account Manager
Rogers Communications
02.2012 - 01.2016
Sales Manager
The Brick
01.2006 - 01.2010
Sales Lead
The Brick
01.2004 - 01.2006
OSSD - undefined
Notre Dame High School
Business Marketing
Algonquin Business College