Alice M Hill

• Hired and trained (15) Operations Coordinators when Service Recovery was created in March 2021
• Created and implemented SOP’s and SLA’s including performance and AIC goals for team
• Supervise a hybrid team of (19) 11 Operations Coordinators, 3 Sr. Specialty Customer Reps, 3 Customer Refund Assistants and 2 Customer Support Research Assistants in 7 geographic locations
• Operations Coordinators research to resolution various customer issues across Customer Experience Networks that have escalated out of Operations, and issues that have not yielded desired result from efforts within standard operating procedures for FedEx Enterprise including Better Business Bureau complaints
• Provide support by reviewing and approving tailored responses to BBB
• Sr. Specialty Customer Reps research to resolution Sales Director escalations for FedEx Enterprise
• Support Staff (3 Customer Refund Assistants and 2 Customer Support Research Assistants) triages and assigns customer requests to Executive Services and Service Recovery along with processing goodwill gestures
• Review and approve goodwill gestures: credit requests over $500, claims, gift baskets, gift cards, flowers, etc., while balancing customer satisfaction and brand recovery
• Support DEI&O – Share monthly DE&I Holidays/Recognition, review quarterly organizational presentations, and schedule volunteers for DEI&O events
• Support Corporate and DRIVE initiatives by reducing cost to service and eliminating overtime in Service Recovery.
• Present Service Recovery's monthly accomplishments and stats during Operations Review with Sr. Manager and Director.

Key Achievements
•Co-Led the Global Executive Services QAT – created escalation process, updated case assigning process, and reviewed/updated goodwill gesture offerings and employee limits.
• Led BBB Review pilot – team members contacted customers that had filed a review on the BBB website, and researched the issue to resolution. ROI was low for Global Executive Services to process these requests, however, the Social Media Team will add the BBB Reviews to their case volume.
• Led Case Review Board QAT – Auditors review customer’s journey by auditing calls/cases worked by ESG/SRT, data is captured in Case Review website (EFS), CAPA/Failure Points are captured for improvement. Benchmark with CERT Team to share customer issues.
• Lead Lockers/Package Room QAT – 3rd party locker company provides new multi-unit residential locations implementing their systems, team notifies Sr Managers of new locations, job aid and access info.
• Trained Priority Alert Team on Salesforce to interact with customers via email.
• 14 Purple Promise Awards in 3 years. 67% of team has received the Purple Promise Award.
• Two team members have promoted into analyst positions
• Growth and Learning – 3 Team Members have participated in the GROW program.
• Team earned Circle of Excellence Award – for 5 quarters over FY22 & FY23.

• Supervise and provide level one technical support for a remote team of 27 Senior Customer Support and Manager Assist Representatives responsible for international trace duties ensuring the achievement of customer service and performance objectives including providing leadership support for vendor representatives at multiple locations
• Recruit, hire and train badged representatives on International Trace processes
• Completes quality audits monthly, identifies staff developmental needs, and coaches team members as needed based on performance metrics
• Present statistical data for INT Weekly Business Review for Sr. Manager and Director review
• Trained vendor locations on International Trace processes and participated in monthly calibration calls for quality improvement.

Key Achievements
• Led transition to Case EBS for International Trace (new case management system) August 2020
• Led Sales workstream for International Redesign (FY22) which resulted in Sales implementing iSell to submit trace cases for research to resolution and reducing corrupt selling time.
• Led Recovery General Monitor Pilot program for 10 months during FY18 & FY19 – peer monitoring team that audits calls, cases and emails for Domestic and International Trace, and FedEx OneCall to provide a broader scope of audits for coaching purposes.
• Led the HERO Pilot in FY15 & FY16 for International Trace program responsible for improving the customer experience and employee engagement using emotional intelligence techniques.
• Five Purple Promise Awards, and one Purple Promise Chairman’s Award.
• PPQA Award “Callback Completion Success QAT” – FY18 Q1

• Researched, analyzed, and resolved FedEx Enterprise customer inquiries and reported findings to executive management
• Supported, managed, and developed programs and projects including implementation of the Customer Satisfaction Policy designed to ensure achievement of customer satisfaction standards
• Composed correspondences on behalf of executive management, screened calls, and determined appropriate actions
• After hours and on call point of contact for social media and emergency requests
• Compiled incorrect confidential complaints and provided statistical data to management for coaching
• Developed and trained coworkers, new team members, and special assignment representatives on departmental procedures
• Assisted in providing operational equipment for employees: headsets and computer equipment to successfully perform their duties
• Planned and coordinated staff meetings, schedules, and conferences.

Key Achievements
• Participated in QATs: Quality Driven Management, Performance Expectations Review, and Customer Relations Letter Request Teams.
• I received 3 Purple Promise Awards, and 2 Humanitarian Awards