Portfolio

Resume & Professional Experience

Operations Leadership & Business Analytics Professional with 5+ years directing high-volume service delivery, technical support, and e-commerce operations. I own day-to-day operational execution — setting service priorities, resolving exceptions, and influencing resource allocation across delivery, warehouse, dispatch, and engineering partners — while developing the people around me.

Currently leading a 10-driver delivery network moving 1,800+ cartons daily at 97% on-time delivery, after managing 10,400+ Tier 2/3 enterprise support cases annually and coaching 6 junior support engineers.

97%

On-Time Delivery

1,800+

Cartons Managed Daily

10,400+

Annual Tier 2/3 Cases

92%

First-Contact Resolution

Professional Summary

Operations and Data Analytics professional with experience optimizing technical support operations, customer experience, and business workflows through data-driven decision-making. Proven track record analyzing 10,000+ support cases, improving operational efficiency by 25%+, and building KPI reporting systems that support executive visibility and cross-functional collaboration.

Resume preview · 1 page · ATS-friendly

Khalil Hickson — PDF

Download PDF Resume Open full screen

One-page, ATS-friendly PDF — best for viewing, printing, and recruiter uploads.

Scan to share

Point a phone camera here to open the resume and live sandbox.

QR code linking to khalilhickson.com/resume

LinkedIn Email

Key experience

Roles that shaped the work

Delivery Operations Coordinator

Staples

June 2026 – Present

Direct day-to-day operational execution across a 10-driver delivery network handling 1,800+ cartons daily, setting service, workload, and recovery priorities based on capacity, delivery conditions, institutional demand, and customer urgency
Maintained 97% on-time delivery through route-level performance monitoring, Excel-based KPI analysis (Pivot Tables, XLOOKUP/VLOOKUP, Power Query), and proactive service-recovery decisions
Reduced recurring delivery exceptions by 18% through root cause analysis, corrective-action prioritization, and cross-functional execution across warehouse, transportation, dispatch, and field operations
Reduced missing-carton exceptions by 22% by identifying recurring failure patterns and driving targeted corrective actions
Maintained 96% SLA compliance across time-sensitive institutional deliveries by prioritizing service-critical exceptions, reattempts, and recovery actions against operational capacity
Influenced resource allocation and execution priorities across delivery, warehouse, and dispatch functions to sustain service performance and operational continuity

Senior Technical Support Engineer (iOS)

Teleperformance

Aug 2024 – May 2026

Managed a caseload of 10,400+ Tier 2/3 iOS cases annually (200+ weekly) using Salesforce, Zendesk, and ServiceNow under a 12–24 hour VIP enterprise SLA
Developed the technical capabilities of 6 junior support engineers through coaching on advanced iOS/macOS troubleshooting and escalation handling
Achieved 92% first-contact resolution and 90% CSAT while sustaining SLA performance across high-priority, technically complex cases
Reduced escalation rates by approximately 25% by diagnosing systemic iOS issues through root cause analysis and driving knowledge-base and process improvements
Partnered with Engineering and QA to translate recurring technical patterns into fixes that improved workflow reliability and reduced repeat escalations

E-Commerce Operations Manager

Toys “R” Us

Sept 2021 – Feb 2024

Owned end-to-end operational execution for the e-commerce channel — order fulfillment, inventory management, and logistics workflows — as the primary point of contact for operational decisions in a multi-SKU, high-volume retail environment
Improved fulfillment efficiency by 35% by identifying and eliminating recurring process bottlenecks across daily order fulfillment and inventory workflows
Directed cross-functional workflow execution and issue resolution during peak-volume retail periods, maintaining inventory accuracy and process compliance
Developed KPI dashboards and operational reporting tools in Excel and Power BI, giving leadership real-time visibility into productivity and fulfillment trends

Business Operations & CRM Analytics Intern

Trane Technologies

Mar 2024 – Jun 2024

Audited and optimized CRM datasets across Salesforce and ERP systems, improving reporting accuracy and supporting reliable sales forecasting
Developed Tableau dashboards and executive reporting visuals used to support decision-making during a period of 34% year-over-year revenue growth
Collaborated cross-functionally with IT, operations, and business stakeholders to support a Salesforce migration and SaaS integration project

Marketing Research & Data Analytics Intern

Stern Program for Undergraduate Research (Remote)

Aug 2021 – Jan 2024

Part-time, concurrent with undergraduate coursework
Managed research outreach campaigns and deployed surveys to 600+ students, increasing participation rates by 15%
Analyzed engagement and survey data to identify trends that improved marketing effectiveness and event visibility

Leadership & community

Program leadership beyond the day job

Volunteer Mentor & Community Support Leader

SuccessTeam · 2016 – Present

Led nonprofit programs and people-development initiatives supporting youth and student growth, educational advancement, mentoring, and access to academic and professional opportunities
Developed grant proposals and supported fundraising and resource-development initiatives that expanded nonprofit program capacity and helped advance funding toward development of the organization's own facility
Cultivated relationships with community stakeholders and external partners to identify and pursue scholarship opportunities, educational resources, and additional support for participating students

Python Apprenticeship & Technical Mentor

DigiSpark Microsoft Program · 2016

Completed a Python-focused technology apprenticeship and mentored students in foundational coding concepts

Education

Academic background

Florida International University (FIU)

Bachelor of Science, Computer Science

Completed

MBA, Data Analytics

Master of Business Administration

In Progress

Skills

Toolkit

Operations & Leadership

Operational LeadershipPeople DevelopmentStakeholder ManagementProgram LeadershipOperational Decision-MakingEscalation ManagementProcess ImprovementRoot Cause AnalysisKPI ManagementCross-Functional LeadershipCustomer ExperienceHigh-Volume Operations

Data & Reporting

Excel (Pivot Tables, XLOOKUP/VLOOKUP, Power Query)SQLPythonTableauPower BI

Platforms

SalesforceServiceNowZendeskJiraOracle OMSManhattan WMS

Built projects

Resume bullets, with the live work behind them

Support Command Center Dashboard

SQL · Tableau · KPI surfacing

Tracked 92% SLA compliance and 24-hour average resolution across 10,000+ tickets; surfaced 18% backlog spikes during peak periods and drove a 25% reduction in escalations.

See case study

Customer Revenue Intelligence Model

SQL · Excel · Revenue analytics

Analyzed 50,000+ transactions totaling $1.2M+ in revenue; identified the top 20% of customers driving 68% of revenue and modeled retention plays projecting 15% growth.

See case study

Operations Forecasting Model

Excel · Forecasting · Capacity planning

Built forecasting models with 92% accuracy using 24 months of data; flagged seasonal demand spikes up to 27% above baseline and projected a 12% workload increase.

See dashboards

CommandFlowOS — AI Recruiting Platform

AI · Operations · Safety-aware automation

Designed and shipped an AI career operations platform combining verified job ingestion, resume optimization, recruiter CRM workflows, and outcome learning.

Open live sandbox

Interested in working together?

Download the resume, explore the consulting portfolio, or reach out directly.

Download PDF Resume View Consulting Portfolio Contact Me

PDF is best for viewing. Word format is available for ATS uploads and recruiter requests.