Royland Pollard has over 15 years of experience in operations management and customer service roles. He currently works as an Operation Manager for FedEx Ground, where he is responsible for hiring, training, performance management and daily operations. Previously, he held supervisory roles at JetBlue Airways, managing teams and flight operations. He also has experience as a Senior Sales Specialist at Macy's and Store Manager at Trans World Entertainment. Pollard holds an A.S. in Business Administration from BMCC.

1. ROYLAND POLLARD
1416 HERKIMER STREET 1 FL. • BROOKLYN, NY 11233
TEL: (917) 679-4304 (347) 384-1798 • E-MAIL: ROYLANDP@GMAIL.COM
EXPERIENCE
FEDEX GROUND/HOME DELIVERY WOODSIDE, N.Y
08/2016 - Present
OPERATION MANAGER
 Management responsibilities include, but are not limited to: hiring, terminations, coaching, training,
recognition and rewards, performance evaluation and management, discipline, addressing employee
concerns and staff productivity.
 Plans, organizes, staffs, directs and controls specific day-to-day operations within the station or hub.
 Analyzes operational performance through direct observation, interpretation of reports and
collaboration with others.
 Determines opportunities for improvement of key metrics and executes action plans to achieve results
 Leads daily employee and/or planning meetings to ensure workforce communication and
understanding of operational updates and daily goals.
 Investigates, resolves and/or escalates customer service issues, as appropriate.
 Responsible for training new employees regarding job duties and performance expectations and
ensuring compliance with FXG policies, procedures and other training requirements, including but not
limited to training related to quality assurance, SWAK, hazardous materials, and dock safe
JetBlue Airways Jamaica, N.Y.
Ground Operations Supervisor 3/2013 - 06/2016
 Provide leadership and technical support to a team of 20-25 crewmembers
 Brief and debrief crewmembers daily
 Plan and coordinate accommodation of customers during irregular operations
 Identify and implement operational strategies to improve productivity
 Assist crewmembers with ground operational duties as needed
 Ensure adherence to airport and aircraft security regulations and report anomalies

2. Ground Operations Lead 8/2012 – 2/2013
 Coordinated with the arrival and departure teams to ensure smooth transitions
 Communicated clearly all aircraft flight information to customers and all departmental
personnel
 Oversee daily flight operations, including, but not limited to, loading bags and on time
departures
 Assisted in the preparation of aircraft cabin for customer boarding and departures
Ground Operations 3/2001 –
7/2012
 Offload and upload 150-200 bags onto aircraft
 Service lavatory and potable water on aircraft
 Effectively communicate load plans with flight crew
Macy’s East Inc. New York, N.Y.
Senior Sales Specialist 6/2007 – 6/2010
 Maintained customer satisfaction through efficient and courteous customer service
 Identified, analyzed and processed the needs of approximately 150 + customers daily
 Coordinated customer purchases and refunds
Trans World Entertainment New York, NY
Store Manager 12/2006 – 1/2007
 Managed daily returns inwards and outwards
 Process all ledger reconciliations for all stores in tri state
 Managed staff productivity
Duane Reade Inc. Brooklyn, NY
Senior Manager 1/2002 – 3/2005
 Supervised inventory for all departments
 Maintained operational procedures for each shift
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EDUCATION

3. BMCC New York, N.Y.
Degree: A.S.
Major: Business Administration (Completion Date: 5/2007)
BMCC New York, N.Y.
Degree: Certificate
Major: Business Administration (Completion Date: 5/2005)