Theresa Coley
Hazleton
Summary
Operations leader with a track record of success at FGO Logistics, specializing in strategic planning and team development. Expertise in improving performance metrics and building strong relationships. Proficient in training and mentoring, emphasizing operational excellence and attention to detail. Proven champion of continuous improvement initiatives, delivering significant results.
Overview
4
4
years of professional experience
Work History
Assistant Operations Manager
Pulse Final Mile
Hazleton
06.2025 - Current
- Coordinate effective communication flow between Network Carrier Partners (NCPs), customers, clients, and retail partners.
- Provide on-site warehouse support daily to ensure carrier teams and drivers adhere to client SOW procedures.
- Support the Operations manager in the recruitment, processing, and performance of carriers, including the onboarding, training, and development of Network Carrier Partners (NCPs).
- Act as a backup local Pulse representative within the market, fostering a positive image and ensuring adherence to Pulse standards, while upholding the Pulse culture and values.
- Directly responsible for training and supporting dispatch staff.
- Report directly to the Operations Manager, providing regular updates on operations and performance.
- Possess an intermediate understanding of office suite tools, including Excel, PowerPoint, Word, Power Apps, and SharePoint.
- Maintain high standards for all operational activities.
- Direct and guide supporting staff.
- Samsung Contract
Operations Manager
FGO Logistics
Suwanee
12.2021 - 11.2023
- Strategic planning of daily logistics for the routing and dispatch teams.
- Provide leadership and resolution to service problems, including full evaluation of service calls, adjudication and customer service in accordance with all County regulations and client’s quality standards.
- Achieve customer metrics ensuring performance goals are met with a decrease incident rate.
- Manage daily operations of divisional personnel.
- Track and monitor daily claim/job activities for case loading with Build Back PM’s, Estimators and Field teams.
- Assign new matters, escalation, reassignment of matters and monitoring closure rate for loading and budgetary requirements.
- Manage compliance programs over carriers, customers, vendors, and associates.
- Effectively and efficiently handle insurance claims for proper deployment by all County service teams.
- Supervise and direct policy/procedure for all essential business requirements in claims management.
- Develop, implement and optimize processes pertaining to claims management, associate performance, emergency services, Build Back, as well as recruitment and retention of contract carriers.
- Establish goals and action plans, serving as liaison for all County after hours emergency service communications.
- Create and manage labor plan ensuring adequate staffing of seasonal, full-time, part-time, temporary, and overtime labor.
- Follow SOP’s, company policies, procedures and safety strategy.
- Create an environment that fosters open and positive team communications by hosting meetings, stand-ups, planning associate recognition events, individual meetings, and other creative ways to boost associates and team morale.
- Develop and achieve agreed budget, revenue and profit (P&L) for site.
- Report and manage all aspects of divisional P&L requirements and key metrics as set forth by management.
- Write/read estimates, execute change orders, work orders and submit as per job basis.
- Conduct and oversee all emergency service estimates and accountability measures on a per job basis to meet the divisional requirements of both forecasted sales and margin criteria.
- Staying abreast with all in-house project management and software systems while maintaining a high level of accountability to job cycle and due diligence with claims management and Estimators.
- Input all financial data accurately and completely into Dash for final closeouts and audits.
- Generate weekly reports for all labor activity in all divisions from multiple systems and other reports as needed.
- Develop and maintain working relationships with internal/external customers and carriers ensuring long-term partnership.
- Drive operational excellence by championing continuous improvement efforts.
- Rooms To Go Contract
Education
College of Business
Kaplan University
Hagerstown, MD01.2016
High School -
West Philadelphia High School
Philadelphia, PA01.1991
Skills
- Leadership
- People skills
- Communication skills
- Hiring
- Training
- Coaching
- Counseling
- Development
- Mentoring
- Time management
- Problem solving
- Decision making
- Self-initiative
- Organizational skills
- Attention to detail
- Follow-through
Timeline
Assistant Operations Manager
Pulse Final Mile
06.2025 - Current
Operations Manager
FGO Logistics
12.2021 - 11.2023
College of Business
Kaplan University
High School -
West Philadelphia High School