Alyssa Murray
Eagle Mountain
Summary
Dedicated and detail-oriented professional with extensive customer service experience, strong communication skills, and a proven track record of assisting diverse clients. Experienced in managing email-based communication professionally and efficiently, with the ability to work independently and remotely in a fast-paced environment.
Overview
9
9
years of professional experience
Work History
Sr. Package Recovery Rep
FedEx Services
03.2018 - 10.2023
- Managed daily operational workflows, including opening and closing procedures, and tracking performance metrics on a daily, weekly, and monthly basis.
- Supported the distribution of workload for recovery representatives, and ensured urgent and priority packages for high-end customers were handled promptly.
- Managed customer inquiries and provided assistance in a timely manner to enhance the service experience.
- Processed shipping documentation to ensure compliance with company policies and international customs regulations.
- Trained new representatives on service protocols and customer interaction techniques.
- Consistently met daily performance goals set by management team members.
- Processed all fraud-stopped packages via email with internal agents as a top priority.
Package Recovery Rep
FedEx Services
01.2018 - 01.2019
- Coordinated via email with warehouse teams and international partners to accurately identify and successfully return lost packages to customers.
- Search the internal database based on descriptions and images provided by customers to locate exact, missing shipments.
Life Skills Instructor
Northeastern Services
04.2016 - 03.2018
- Supported mentally disabled adults to achieve individualized daily goals, and promote greater engagement within the community.
- Implemented behavior management strategies to promote positive interactions.
- Conducted assessments to identify individual strengths and areas for improvement.
- Provided support during crisis situations, ensuring client safety and well-being.
- Documented participation in classroom and individual instruction.
Customer Service/Floor Representative
Kohl's Department Store
03.2015 - 03.2016
- Delivered comprehensive support to customers by resolving unique issues, handling phone inquiries, processing transactions, and maintaining a clean, organized sales floor to enhance the overall shopping experience.
Education
High School Diploma -
Cyprus High School
06.2015
Skills
- Time management and prioritization
- Proficiency in managing internal and external email communications
- Team coordination and leadership
- Performance monitoring and coaching
- Training, onboarding, and staff development
- Active listening and clear verbal communication
- Empathy and client-focused interaction
- Conflict resolution and de-escalation
- Strong understanding of nonverbal communication
Timeline
Sr. Package Recovery Rep
FedEx Services
03.2018 - 10.2023
Package Recovery Rep
FedEx Services
01.2018 - 01.2019
Life Skills Instructor
Northeastern Services
04.2016 - 03.2018
Customer Service/Floor Representative
Kohl's Department Store
03.2015 - 03.2016
High School Diploma -
Cyprus High School