Dedicated customer service representative with 11+ years of experience in the FedEx system. Consistently achieve high customer satisfaction ranking and I am near the top in the FedEx rating system of Senior Customer Service Representatives Respected member of customer-focused teams; instill a shared, enthusiastic commitment to customer service as a key driver of company goal attainment. Lead by example and ensure the execution of all safety, security, quality and company operations policies. Customer Service Complaint Handling & Resolution Freight Management Customer Satisfaction Enhancement CAPP TEAM On Time Deliveries Teambuilding & Training Organizational Skills Order Fulfillment
Creative problem solver
Exceptional communication skills
MS Windows proficient
Skilled in call center operations
Adheres to customer service procedures
Strong problem solving aptitude
Effective time management
Positive learning environment
Various customer service awards
Freight Senior Customer Service RepresentativeJan 2010 - Current FedEx TechConnet3885 Airways Blvd, Memphis, TN 38116
Answered an average of 120 calls per day by addressing customer inquiries, solving problems and providing new product information.
Politely assisted customers in person and via telephone.
Earned management trust by traveling for the company to help with new hire classes for customer service. I have also conducted training sessions on standard operating procedures and other aspects regarding the job.
Provided an elevated customer experience to generate a loyal clientèle.
Effectively communicated with and supported sales, marketing and administrative teams on a daily basis.
Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
Freight Senior Customer Service RepresentativeApr 2005 - Current FedEx Tech ConnectBuffalo Grove, IL/Memphis, TN
Effectively managed a high-volume of inbound and outbound customer calls.
Addressed and resolved customer product complaints empathetically and professionally.
Gathered and verified all required customer information for tracking purposes.
Defused volatile customer situations calmly and courteously.
Accurately documented, researched and resolved customer service issues.
Mastery of customer service management systems and databases.
Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
Identified chronic customer issues by creating and maintaining customer complaint log.
Referred unresolved customer grievances to designated departments for further investigation.
Resolved service, pricing and technical problems for customers by asking clear and specific questions.
Prepared reports and communication for senior management and clients.
Managed high call volume with tact and professionalism.
Initiated operations improvements to improve overall call center productivity.
Oversaw call center employees to ensure customer satisfaction goals were consistently met.
Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates.
Analyzed call volume and average call time to monitor Customer Service Representative performance and productivity.
Met or exceeded service and quality standards every review period.
Scheduling pickups for FedEx Express, Ground, and LTL freight.
Prepared shipping quotes for FedEx Express, Ground and LTL freight.
Manager billing/account inquires for FedEx Freight.
Worked daily with other FedEx personnel to ensure quality shipping for customers.
Handled customers disputes for lost/damaged freight to pricing issues.
Assisted in training of new hire reps in El Paso, TX, Texarkana, TX, Twin Falls, ID and Akron, OH.
Domestic Senior Customer Service RepresentativeApr 2005 - Jan 2010 FedEx TechConnectBuffalo Grove, IL
Transferred to Freight Customer Service from Domestic Customer Service at behest of manager at time to round out my experience in the customer service arena.
Became lead contact person managing and routing incoming customer/client calls for both groups.
Courier and Customer Service AgentAug 2003 - Apr 2005 FedEx ExpressPortage, MI
Responsible for front counter and customer pick-up.
Met or exceeded daily compliance in regard to documentation of overseas shipments, dangerous goods shipments and customs requirements and regulations.
I also met daily compliance in my courier pick-up route.
BA: Art History2004 Western Michigan UniversityKalamazoo, MI
Associate of Arts: 2003 Kellogg Community College Oakton Community CollegeBattle Creek, MI