Experience

Rinse

• United States
• Consumer Services
• 1 - 100 Employee

• Senior Operations Supervisor

  • Mar 2020 - Present

  - Manage 120+ drivers and 6 direct reports under a 7-day/week delivery operation. - Conduct 1-on-1s with all 6 direct reports weekly.- Regulated employees' weekly schedule, audited employees' daily time cards, and minimize operational overtime hours under 2% quarterly;- Evaluate and manage drivers' performance based on punctuality, professionalism, customer service, and timeliness. - Provide feedback, coaching, and further disciplinary actions with drivers' adherence to company policies. - Report and document any forms of incidents and warnings to human resources and the senior management team.- Visualized and established a technical matrix for the daily operation which implemented the local team's technical training efficiency;- Screened, interviewed, onboarded, and trained new employees to the team;- Improved Bay Area's Valet quality score by 20% by adjusting operation workflow and empowering direct reports action feedback from Q4 2022 to Q1 2023.- Improved Bay Area's delivery operations efficiency by 5% by creating and implementing route optimization tools from Q4 2020 to Q1 2021.

• New York City launch lead - Operations Supervisor

  • Dec 2021 - Apr 2022

  - Coordinating with corporate team, logistics vendors, and local storage to ensure inventory ready before the city launch.- Explore the local traffic and provide logistic plan for delivery operation before the city launch.- Support and manage local cleaner partners' performance before and during the beginning of the city launch. - Set up and design local warehouse layout after city launch.- On board, train and manage new employees before and during the beginning of the city launch. - Transfer knowledge and responsibilities to the new city manager.

• Senior Operations Assistant

  • Oct 2019 - Feb 2020

  - Lead the team and prioritize daily floor tasks;- Investigate incidents, root causes, and implement effective procedures that support operational processes.

• Operations Assistant

  • Jun 2019 - Sep 2019

  - Mastered technical internal tools and applied them to resolve daily delivery issues;- Coordinate with Customer Care team and Operations team to deliver exceptional customer service;- Serve as the "air traffic controller" of day-to-day operations by creating delivery routes, dispatching delivery drivers, and troubleshooting any delivery issues;- Identify and analyze operational challenges and come up with creative solutions to help streamline operations;- Create and implement effective procedures that support Bay Area operational efforts.

• Route Driver/ Valet

  • Aug 2018 - Jun 2019

  - Delivering a variety of Wash&Fold, Dry Cleaning and Hang Dry bags to different addresses and through different routes by using IOS APP;- Handling 20% more workload than other drivers by given time window;- Present company’s products and services to new customers and VIP customers;- Following delivery driving routes and time schedules;- Loading, unloading, preparing, inspecting, and operating the delivery vehicle;- Ask for feedback on provided services and resolve clients' complaints.