1. (832) 438-5280 KhaleelahIsom@gmail.com
OBJECTIVE
Objective Top-performing and innovative leadership professional with massive experience influencing and
coaching others toward operational excellence and success seeks a Sr. Manager position.
QUALIFICATIONS
Extensive training and management experience. Skilled at working closely with a variety of departments
and personnel to analyze and improve work practices and efficiency. Experienced
Supervisor/Superintendent in Customer Service, Operations, and Change Management with excellent
training and leadership skills. Strong strategic, conflict resolution, analytical, and problem solving skills.
EXPERIENCE
Amazon Fulfillment Center, 1/2015 – Present
Operations Manager. Lead and supervise a team of 8 Area Managers and 500 hourly associates in
outbound or inbound operations within the Fulfillment Center. Responsible for the overall safety, quality
and performance and customer experience of the shift. Carry out supervisory responsibilities in accordance
with the organization’s policies and procedures. Mentor, train and develop teammates for career
progression and learning while exhibiting ability to develop and share best practices across the shifts and
network.
• Accountability for meeting and exceeding operational goals.
• Strategic planning and forecasting; appraise performance; reward and discipline employees; resolve
problems; and address staffing needs.
• Developed and championed Operations Safety Program for entire facility, which employs 5000+
employees. Reduced safety incidents by 37% in first 3 months of program.
Rookies Sports Bar and Grill, Gulfport MS, 10/2013 – 1/2015
Owner. Owned and operated our family sports bar.
UTC Aerostructures Systems,Chula Vista, CA, 2011 – 10/2013.
CI Specialist II. Supported the efforts of Continuous Improvement (CI) in the Supply Chain Management
(SCM) organization. Served as a Continuous Improvement conscience for the organization. Provided
guidance for CI efforts and coached Value Stream Leadership & employees in their pursuit of Enterprise
Excellence. Helped develop CI tools, materials, and training. Guided and counseled the Value Stream in
the development and implementation of Policy Deployment and Macro Planning activities. Assisted in the
application of Lean Principles & Tools toward developing the organization into the Least Waste
Way. Nurtured an environment that enables real time problem identification & resolution, including
identification and removal of barriers to implementation of CI within the organization.
 Served as Lead Facilitator for the Chula Vista Continuous Improvement Foundation (CIF) training.
 Improved the quality of the Enterprise Excellence (EEA) program within SCM and maintained a 98%
record for monthly goals.
 Served as substitute Team Lead and first point of contact for SCM’s CI team.
Volunteer Adult Literacy Educator and Care for family, 2008 - 2011.
Pacific Gas & Electric Company, various locations, 1990 – 2008.
Superintendent, Materials Distribution Center 2007 – 2008. Supervised eight direct reports and a total
staff of 150 employees in the following departments: Customer Service, Investment Recovery,Meters,
Grid, Picking, Receiving, Transportation, and Pony Express (company’s internal mail department). Served
as lead Change Management Director over customer service process and improvement initiatives.
Collaborated with other departments to build and maintain key business relationships to meet customer
service goals. Facilitated and led discussions with field leaders. Developed customer service metrics, and
analyzed to determine areas for improvement. Worked with senior management to develop and implement

2. new customer service procedures that improved employee morale and customer fulfillment. Managed a $66
M dollar inventory.
 Improved Customer Service Fulfillment rate results by 11.6% within a five-week period and
consistently exceeded the 90% goals every week.
 Developed and implemented procedures that doubled employee productivity.
Service Dispatch Supervisor,2003 – 2007. Managed 25 employees dispatching customer service workers
to the field in the company’s only 24/7/365 service dispatch operation. Introduced and implemented
leadership development practices for monthly Dispatch & Metering Services Leadership meetings. Served
as a leadership performance coach and mentor to peers and employees.
 Strategically developed and implemented a plan to elevate employee morale which resulted in
increased employee job satisfaction and involvement along with a reduction in sick time usage of 30%.
 Increased employee retention by 49%
Lead Facilitator, Culture Change Management,2006 (12-month rotation position).
Played an integral role in the implementation of PG&E’s largest change management campaign in its 100+
year history. Co-designed the project’s breakout session exercises which helped participants recognize their
abilities to influence change and empowered them to take ownership and accountability for their own part
in the organizational change process. Supported and coached project presenters on effective presentation
skills and presentation content development; provided feedback utilizing appreciative inquiry
model. Utilized excellent public speaking skills while serving as a consultant and Emcee for Corporate
Officers during events. Responsible for keeping group members on track and synthesized individual
responses into a collective response.
Meter Information Supervisor, 1/05 – 3/05 (rotation position).
Suggested and implemented multiple process improvements leading to increased efficiency, cost savings,
and customer service ratings. Implemented cross training and individual employee development plans to
increase skills in daily operations.
Sarbanes Oxley Project Manager, 2004 (rotation position).
Established and tested the effectiveness of key controls over financial reporting to the Securities and
Exchange Commission (SEC). Developed remediation plans and ensured the execution of remediation and
corrective action. Served as single point of contact between the organization, Internal Auditing, Manager
and Director, and Sarbanes-Oxley Section 404 reporting team. Provided guidance and recommendations for
process improvements to management.
 Successfully challenged 17 SOX controls, which were deemed "out of scope," relieving Dispatch and
Metering Services of labor intensive quarterly and annual reporting requirements involving more than
25 employees and substantial financial resources.
Senior Customer Service Consultant, 2003 (rotation position). Conducted Customer Service Compliance
Reviews system-wide. Identified and recommended improvement opportunities to supervisors, managers,
and directors. Supported and coached supervisors and employees on leadership and “soft skills” to enhance
the customer experience. Collaborated with colleagues to work closely with all supervisors, matrix
organizations, managers and directors to establish working relationships and provide technical support.
Compiled, documented, and communicated Customer Service Best Practice recommendations. Revised and
updated Operational Compliance Review documents.
Customer Service Supervisor 2000 - 2003. Managed a group that processed customer orders, discussed
energy efficiency and rates, and made recommendations to customers.
Promoted from Customer Service Representative, 1995 - 2000. Prioritized customer service tasks on a
daily basis and entered work orders. Provided support to customers from e-mail, phone and customer portal
inquiries, and ensured that client issues were dealt with in an efficient manner. Developed relationships with
clients to enhance company’s customer service image.

3. EDUCATION
Saint Mary’s College of California: Moraga, CA Masters ofArt in Leadership, January 2007
University of Phoenix: San Jose, CA B.S. Business Management,March 2004
CERTIFICATIONS
Certified Lean Practitioner, UTC
Certified Trainer/Facilitator, PG&E
REFERENCES
Excellent personal and professional references available on request.