Darrell L. Redmond
Covington
Summary
Highly organized and results-driven Reverse Logistics and RMA Supervisor with over 23 years of experience in managing returns, and warranty processes. Proven ability to lead teams, streamline workflows, and ensure effective resolution of customer issues. Adept at collaborating with internal and external stakeholders to maintain high-quality service while minimizing costs and turnaround times. Strong knowledge of reverse logistics systems, process optimization, and customer service excellence.
Overview
11
11
years of professional experience
Work History
Operations Supervisor
GXO
01.2021 - Current
- Supervise a team of five personnel in handling returns, and exchanges for defective or damaged products
- Oversee the entire RMA process, including customer communication, product assessments, and replacement solutions
- Develop and implement efficient workflows to reduce return processing time by 99.8% while improving customer satisfaction
- Collaborate with vendors and third party to ensure timely resolution of issues and cost-effective solutions
- Manage inventory of returned goods, ensuring proper tracking and efficient disposition, including restocking or disposal of non-sellable items
- Analyze return trends and identify root causes to propose corrective actions that reduce future return rates
- Maintain accurate records of RMA transactions and provide regular reports to senior management regarding return volumes, costs, and trends
- Train and mentor new team members on company processes and customer service standards, ensuring elevated levels of performance and productivity
Operations Manager
DHL
01.2019 - 01.2021
- Lead and manage a team of one hundred employees, ensuring alignment with corporate objectives and improving overall productivity
- Oversee day-to-day operations, ensuring smooth execution of processes and adherence to company policies and procedures
- Develop and implement operational strategies that reduce costs while maintaining quality and customer satisfaction
- Collaborate with cross-functional teams to improve processes, reduce bottlenecks, and optimize resources
- Analyze operational data and KPIs to identify areas of improvement and implement effective solutions
- Negotiate with suppliers and vendors to ensure cost-effective procurement and supply chain management
- Prepare and manage departmental budgets, ensuring optimal resource allocation and cost control
- Ensure compliance with regulatory requirements and industry standards, maintaining a safe and compliant work environment
Operations Supervisor
DHL
01.2018 - 01.2019
- Monitor employee productivity and provide constructive feedback and coaching
- Communicate with customers, drivers, postal clerks, and other facilities to ensure quality and accuracy of service
- Ensure company policies are communicated, applied, and enforced, daily pre-shift meeting, monthly safety meeting
- Supervise and plan unloading trailers within production goals and heightened damage control
Operations Supervisor
DHL
01.2017 - 01.2018
- Monitor employee productivity and provide constructive feedback and coaching
- Communicate with customers, drivers, postal clerks, and other facilities to ensure quality and accuracy of service
- Ensure company policies are communicated, applied, and enforced, daily pre-shift meeting, monthly safety meeting
- Supervise and plan unloading trailers within production goals and heightened damage control
Warehouse Clerk
Exel
01.2015 - 01.2017
- Provide information and resolve issues with customers, carriers, and warehouse associates
- Start workflow determination for the shift and manage workflow by utilizing all available methods throughout the shift
- Plan, allocate, pick, manifest, and close daily waves of orders
- Understand and utilize system screens to monitor and move workload through the system
- Perform additional duties as assigned by management
Inventory Clerk
Exel
01.2015 - 12.2015
- Auditor
- Conduct cycle count
- Conduct count backs
- Maintain inventory
Forklift Operator
Prologistix
01.2014 - 12.2015
- Operate stand-up forklift
- Operate reach forklift
- Operate electric pallet jack
- Operate RF Scanner
Education
High School Diploma -
Washburne High School
Chicago, IL01.1992
Associate degree - Architectural drafting
Perdue University
Lafayette, IN01.1994
Skills
- Reverse Logistics Management
- RMA Process Optimization
- Customer Service & Issue Resolution
- Team Leadership & Staff Training
- Data Analysis & Reporting
- Vendor & Supplier Relations
- Inventory Control & Stock Management
- Quality Assurance & Compliance
- Workflow Efficiency Improvement
- Reverse Logistics Software (eg, SAP)
- Inventory Management Systems
- Data Analysis Tools (eg, Excel)
- Customer Relationship Management (CRM) Software
- MS Office Suite (Word, Excel, PowerPoint)
Timeline
Operations Supervisor
GXO
01.2021 - Current
Operations Manager
DHL
01.2019 - 01.2021
Operations Supervisor
DHL
01.2018 - 01.2019
Operations Supervisor
DHL
01.2017 - 01.2018
Warehouse Clerk
Exel
01.2015 - 01.2017
Inventory Clerk
Exel
01.2015 - 12.2015
Forklift Operator
Prologistix
01.2014 - 12.2015
Associate degree - Architectural drafting
Perdue University
High School Diploma -
Washburne High School
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