Operations leadership, backed by analytics.

I'm Khalil Hickson — an operations leadership and business analytics professional with 5+ years directing high-volume service delivery, technical support, and e-commerce operations. I own day-to-day execution: setting service and recovery priorities, resolving exceptions, and influencing how people and resources are allocated when capacity is tight.

Today I direct a 10-driver delivery network moving 1,800+ cartons daily at 97% on-time delivery and 96% SLA compliance, driving an 18% reduction in recurring exceptions through root cause analysis with warehouse, transportation, and dispatch partners. Before that I managed 10,400+ Tier 2/3 enterprise support cases annually at 92% first-contact resolution and 90% CSAT, cut escalations 25%, and developed 6 junior support engineers into stronger technical performers. Earlier, I ran e-commerce operations end to end and improved fulfillment efficiency by 35% through process redesign.

Analytics is how I lead, not a separate job: KPI reporting built in Excel, SQL, Tableau, and Power BI gives leadership real-time visibility into performance and turns operational decisions into measurable outcomes. I hold a BS in Computer Science from Florida International University and am pursuing an MBA in Data Analytics.

Outside of work, I lead nonprofit programs with SuccessTeam — mentoring students, writing grant proposals, and building community partnerships that expand scholarship and educational access, including fundraising toward the organization's own facility.