Alyssa Murray
Eagle Mountain
Summary
Detail-oriented operations professional with extensive experience managing high-priority, time sensitive cases in a fast-paced logistic environments. Skilled in cross-department coordination, complex issue resolution, and high-volume written communication. Experienced in account verification, billing review, and analyzing payment history to ensure account validity and mitigate fraud risk. Trusted to manage escalations, support leadership decision-making, and maintain accurate, compliant documentation. Highly organized, self directed, and effective in remote work settings.
Overview
8
8
years of professional experience
Work History
Senior Package Recovery Representative
FedEx Services
Salt Lake City, UT
02.2019 - 03.2024
- 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.
- Managed customer inquiries and provided assistance in a timely manner to enhance the service experience.
- Verified customer account status, billing eligibility, collect payment authorized prior to processing shipments.
- Managed high-priority and escalated cases requiring independent decision making and time sensitive resolution.
- Processed shipping documentation to ensure compliance with company policies and international customs regulations.
- Conducted research on accounts not in good standing to determine root causes and recommend appropriate actions.
- 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.
- Served as a trusted point of contact for complex or time sensitive matters.
- Handled and organized between 400-700 emails daily while maintaining detailed and accurate case documentation.
Package Recovery Representative
FedEx Services
Salt Lake City, UT
03.2018 - 02.2019
- 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.
- Managed customer inquiries, providing accurate information and resolving issues efficiently.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Optimized workflow processes, allowing for more efficient use of resources and reduced turnaround times on projects.
- Managed 40-60 active cases daily in a high-volume environment.
Life Skills Instructor
Northeastern Services
Salt Lake City, UT
03.2016 - 02.2018
- 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.
- Developed individualized life skills programs tailored to client needs
Education
High School Diploma -
Cyprus High School
Magna, UT06-2015
Skills
- Time management and prioritization
- Operations Coordination
- Proficiency in managing internal and external email communications
- Team coordination and leadership
- Performance monitoring and coaching
- Training, onboarding, and staff development
- Escalation Management
Timeline
Senior Package Recovery Representative
FedEx Services
02.2019 - 03.2024
Package Recovery Representative
FedEx Services
03.2018 - 02.2019
Life Skills Instructor
Northeastern Services
03.2016 - 02.2018
High School Diploma -
Cyprus High School