Desmond Paul
Phoenix
Summary
Results-driven Logistics and Customer Support Expert focused on optimizing delivery routes and enhancing customer satisfaction. Achieved a 95% customer retention rate and improved order accuracy by 15%, showcasing a commitment to operational excellence and performance metrics.
Overview
10
10
years of professional experience
Work History
Logistics Coordinator
Spot Freight
Tempe
07.2025 - Current
- Coordinated daily transportation activities, including scheduling, routing, tracking, and documentation, to streamline operations.
- Coordinated transportation schedules to ensure timely and efficient freight deliveries.
- Maintained accurate shipment records and conducted regular audits to ensure compliance.
- Developed and maintained relationships with vendors, carriers and customers to ensure efficient shipping of goods.
- Communicated critical shipping information between broker, carrier and customer.
- Resolved any issues or discrepancies related to product delivery or receipt in a timely manner.
- Responded quickly to customer inquiries about order status or changes in schedules.
Transportation Specialist (Temp Position)
Amazon
Phoenix
12.2024 - 06.2025
- Coordinated transportation logistics to facilitate timely delivery of goods.
- Facilitates ongoing strategic communication with external carriers, vendors, and internal teams including Retail, Finance, and Fulfillment Centers to optimize logistics operations.
- Extracted and analyzed data from multiple databases using Excel, Access, and SQL to generate ad hoc reports that informed business insights and decision-making.
- Publishes comprehensive performance metrics to enhance visibility and guide operational improvements, contributing to a 15% increase in transportation efficiency.
- Identifies and rectifies root causes of operational defects, resulting in a 20% reduction in logistics errors and enhanced service delivery.
- Quickly assesses business trends, making data-driven decisions to mitigate risks and capitalize on opportunities.
- Escalated and resolved discrepancies to ensure timely problem resolution and improve processes.
- Manages time-sensitive projects to meet critical business objectives, consistently achieving key performance indicators (KPIs) for operational excellence.
Customer Support Expert
Grainger
Phoenix
02.2023 - 12.2024
- Managed a diverse portfolio of client accounts, providing tailored support and guidance on product selection, account issues, and order management, ensuring 95% customer satisfaction and retention.
- Processed orders, handled returns, and addressed billing inquiries with 98% accuracy in customer interactions.
- Collaborated with Sales, Inventory, and Supply Chain teams to resolve complex client inquiries and streamline order fulfillment, improving order accuracy by 15%.
- Identified and analyzed customer service challenges, developed process improvements with management, reducing response times by 25%.
- Maintained accurate records of customer interactions and trends using company software, enhancing consistency in documentation.
- Monitored KPIs, including average handle time (AHT), customer satisfaction (CSAT), and first contact resolution (FCR), improving team performance.
Network Operator / Dispatch
Carvana
Phoenix
08.2022 - 02.2023
- Coordinated nationwide network inquiries and resolved on-road escalations, ensuring seamless logistics operations.
- Provided first-line support to vehicle transporters, guiding incident management and facilitating timely route adjustments.
- Managed real-time route management, achieving a 20% improvement in service level objective adherence.
- Collaborated with Fleet Maintenance, Market Operations, and Logistics Field Leadership to minimize disruptions, ensuring optimal service delivery.
- Handled administrative duties, including incident documentation and status updates, executing resolution plans effectively.
- Identified vendor partnerships that enhanced service delivery and reduced downtime.
Driver Team Manager / Vendor Support Specialist
FedEx Ground
Phoenix
08.2016 - 07.2022
- Managed daily operations of package delivery services, overseeing a fleet of 50+ drivers while ensuring compliance with safety standards and optimizing service delivery.
- Led the creation and assignment of routes via FedEx's Driver Routing Optimization (DRO) system, balancing workloads to minimize driver downtime by 20%.
- Assigned drivers to routes ensuring daily service goals were consistently met with high operational efficiency.
- Directed driver recruitment and training, achieving a 90% retention rate and high customer service standards.
- Ensured 24/7 operational coverage by adapting schedules to meet fluctuating business demands, increasing overall service reliability.
- Maintained vehicle maintenance logs, ensuring timely inspections and adherence to schedules, reducing maintenance costs by 15%.
- Established strong relationships with FedEx employees and external vendors to enhance logistical challenge resolution.
Education
Associate Degree - Sports Management
Martin Methodist College
Pulaski, TN07-2018
Diploma -
Riverdale High School
Murfreesboro, TN05-2012
Skills
- Logistics Coordination
- Route Planning
- Route optimization
- Shipment tracking
- Fleet Management
- Logistics Software
- Data Analysis
- KPI Monitoring
- Process Enhancements
- Incident Resolution
- Problem Solving
- Team Management
- Department collaboration
- Microsoft Office Suite
- Critical thinking
- Effective communication
- Communication skills
Timeline
Logistics Coordinator
Spot Freight
07.2025 - Current
Transportation Specialist (Temp Position)
Amazon
12.2024 - 06.2025
Customer Support Expert
Grainger
02.2023 - 12.2024
Network Operator / Dispatch
Carvana
08.2022 - 02.2023
Driver Team Manager / Vendor Support Specialist
FedEx Ground
08.2016 - 07.2022
Associate Degree - Sports Management
Martin Methodist College
Diploma -
Riverdale High School