Amanda Lehman
Tonawanda,NY
Summary
Obtaining a position that utilizes my passion for learning and to create a positive experience for everyone by implementing various methods and coordinating with others to work on various tasks. To assist in leading a team with management of time focusing on customer assistance and compliance. I’ve been working for FedEx Trade Networks for 21 years now and it’s a field I enjoy a lot and want to continue growing in. I applied for this position because after reading the job description, it is a great opportunity to continue building my Customer Service skills along with my career with FedEx.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Managed Account Administrator
FedEx Trade Networks
01.2026 - Current
- To maintain and expand business with a portfolio of FedEx Trade Networks managed accounts by ensuring that overall service performance consistently achieves customer expectations. Manage and expand relationships with customers Develop and maintain a strong business relationship with senior levels of management inside the customer's organization. Serve as the customer's primary communication link and Single Point of Contact (SPOC) for all intents and purposes. Coordinate the activities of, and provide directions to, other departments. Anticipate/identify and resolve problems; design and implement corrective measures. Interpret requirements in customer SOP's; Develop and maintain Desk Level Procedures (DLPs) for each customer. Develop and implement customer satisfaction measures; Assess company performance. Prepare and present Customer Business Reviews (CBRs) with focus on company service performance. Recommend and oversee investigation into root cause of service failures, along with the development of corrective actions. Produce ad hoc reports as needed and requested from all levels of management. Coordinate claims and protests on customer's behalf. Coordinate duty refunds on customer's behalf. Coordinate duty tenders on customer's behalf. Provide subject matter expertise and mentoring to the organization. Provide global account management as required. Ensure the retention and profitability of managed accounts. Oversee the implementation of new services such as PMO. Back up to other account administrators as needed. Training for internal as needed. Maintain industry knowledge; Deliver counsel and advice on important trade matters. Grow business (revenue) through service expansion. Performs other duties as assigned.
SBP Team Lead
FedEx Trade Networks
01.2024 - 01.2026
- Ensure team members complete necessary specific work-related activities and assignments on time. Maintains outstanding internal and external customer service while demonstrating sound communication skills. Provides direction and guidance to team members by answering questions on any specific work-related issue(s) or problem(s). Resolves routine and complex issues relating to the teams' day-to-day activities and provides guidance and training on new activities. Assigns work activities based on team members' skill levels. Performs a quality audit of completed activities for each team member including the recording and tracking of results. Reviews errors and completes or arranges the necessary training for each team member based on results of the audit. Compiles data and completes daily, weekly and monthly reports to ensure quality measurement goals are achieved. Maintains and controls the flow of work to and from other departments. Compiles information and completes a team productivity and quality report. Works with supervisor and/or manager in anticipating and/or identifying any existing problems with an individual team member's productivity/ performance and also with the team as a whole with regard to workflow and productivity output. Makes professional recommendations to management regarding continuous constructive work-related activities that would further enhance or improve workflow production and results. Performs other duties as assigned.
SBP Managed Account Coordinator
FedEx Trade Networks and Brokerage
Tonawanda, NY
01.2021 - 01.2024
- To engage and collaborate with FedEx Trade Networks internal and external customers in facilitating fast, accurate, and compliant transactions with Customs and Border Protection (CBP) and Partner Government Agencies (PGAs). Facilitate entry processing, as well as pre arrival and post arrival exception resolution. Prepare, analyze, and/or submit documentation to CBP and PGAs Develop and maintain a strong relationship with customer's front-line personnel Support Account Administrators with account management activities (exception logs, special spreadsheets). Perform route cause analysis as directed by the Account Administrator. Research and resolve customer billing issues Coordinate post-entry activities on the customer's behalf Manage the entry verification process. Sort and assign department workload Access clients systems (external systems) as necessary. Correspond with business partners in various mediums to include written, phone or e-mail. Produce operational trend reports Keep business partners apprised of the exception process. Pre alerts - receive and respond as needed per customer SOP. Maintain general knowledge of FedEx products and services Performs other duties as assigned.
Post Summary Operations Specialist Regulatory Department
FedEx Trade Networks and Brokerage
Tonawanda, NY
01.2018 - 01.2021
- To provide customers with the highest quality of service by providing consistent customer service while resolving customer duty and tax disputes by filing claims with US Customs & Border Protection (CBP). This position is responsible to analyze, and make financial and other decisions based on company culpability for both the company and the customer. Provides advice to clients based on research, matter of opinion and facts to both internal/external customers and operational departments/ regulatory & compliance alike. May proactively lead and guide team members ensuring successful achievement of operational objectives and project management. Prepares, analyzes and transmits refund requests to CBP via the ACE Portal or transmit via Duplex. 5 Anticipates, identifies, and resolves disputes timely and to customer/company satisfaction. Resolves billing, banking, and credit issues. Coordinates post entry activity on customer's behalf. Coordinates post-entry activities on the customer's behalf Accesses clients systems (external systems) as necessary. Corresponds with business partners in various mediums to include written, phone or e-mail. Keeps business partners apprised of changes to their entries. Receives disputes and responds as needed per customer SOP. Interacts with customers, internal staff/departments and management of all levels. Supports Account Administrators with account management activities regarding all aspects of post summary corrections with detailing spreadsheets. Sorts and assigns department workload based on objectives stated by management. Transmits entry corrections to CBP; 520 (d), Voluntary Tenders and PSC's. Reviews CBP Receivable account, makes decisions regarding financial reporting up to $999.99. Monitors daily reports and makes decisions based on entry knowledge and customer SOP. Communicates with internal and external customers concerning inquiries/problems relating to the release and entry of imported merchandise.; ensures compliance and avoids delays at release. Issues include Country of origin/marking, NAFTA, quota/visa restrictions, anti-dumping and countervailing duty issues, tariff classification, etc. Ensures issue(s) are resolved timely and in compliance with laws and regulations. Provides regulatory information/guidance to clients, shippers and employees at all levels and locations in person or via phone, fax, letter and email concerning imported merchandise and ensures accurate entry at the lowest possible cost. Conducts research via internet, global trade data, other internal resources and consults with government agencies as necessary to compile information. Develops arguments and creates claims and protests to customs on behalf of clients. Maintain up-to-date knowledge of customs & other gov't agencies' regulations affecting importation of merchandise by reading, evaluating & further researching info. Exercises discretion and judgement regarding all entry handling within PSOT by disseminating entries that are on the company bond and responsibility thereof, and those not on our bond where the importer (our customer) is the Importer of Record on any given entry. If there are questions, judgement to elevate to team members or management must be considered. Plans, organizes and maintains progress to meet work objectives and deadlines; anticipates potential problems and works to resolve them. Participates in relevant educational experiences, reads job related literature, keeps up to date on new trends and laws effecting the processing of entries, and improves capabilities to meet changing job requirements. Performs other duties as assigned.
Senior Express Clearance Operations (Eco) Audit Specialist
FedEx Trade Networks
01.2004 - 01.2018
- Duty verification (verification of tariffs owed, paid or due. Entry competition, verifying proper documents filed and completed, shipment releases, Automated Broker Interface (ABI) census warnings and errors. Made corrections via Duplex, as well as referrals as needed. Train new hires on daily audits and FedEx applications along with daily logs.
Education
High School Diploma -
Daniel Webser High School
Tulsa, OK05-1996
Business Management
Alfred State College
Skills
- Worked with US Customs while working for FedEx Trade Networks
- Implemented SOPS while processing an entry
- Trained new hires on FedEx applications and everyday duties
- Demonstrated impeccable work ethic with extensive education and customer service experience permits my ability to communicate effectively in writing, orally and in person
- Excellent computer skills, including extensive knowledge of FTN application systems SharePoint, Microsoft Office, Power Point, Jupiter, Windows, Access, Cross, World Tariff, Gold Mine, Word, Excel, CRM, Galaxy, DCIS Report are also strong attributes most are used on a daily basis Strong knowledge of ABI Census Errors and Warnings, along with Border Census
- Communication and problem-solving skills I have permitted an excellent rapport with internal and external customers
- Strong analytical and organizational skills with the ability to complete multiple tasks efficiently
- Prepared, Analyzed and transmitted, PSC’s and refund requests to CBP via the ACE Portal or transmit via Duplex
- I continue to maintain up-to-date knowledge of customs & other gov't agencies' regulations affecting importation of merchandise by reading, evaluating & further researching info
- Transmitted entry corrections to CBP; 520 (d), Voluntary Tenders and PSC's
- Customer service
- Critical thinking
- Active listening
- Data entry
- Customer relations
- Problem resolution
- Relationship building
- Call center experience
- Computer proficiency
- Conflict resolution
- Complaint handling
- Microsoft Excel
- Professional telephone demeanor
- Microsoft outlook
- Follow-up skills
- Product knowledge
- Team development
- Documentation
- Administrative support
- Microsoft PowerPoint
- Data collection
- Prioritization
- Quality control
- Coordination
- Account updating
- Account management
- Spreadsheets
- Reading comprehension
- Office equipment proficiency
- Staff education and training
Accomplishments
NCBFAA Educational Institute Certified Customs Specialist 2019
Bravo Zulu - SHEIN Account
Textile Certified 2005
Release & Classification Certified 2004
Several Purple Promises -Training with high profiled accounts
Several Employee of the Month-Training new hires / group projects
Numerous internal company educational courses completed (FLC’s)
High School Diploma
Certification
- NCBFAA Educational Institute Certified Customs Specialist 2019 (CSS)
- Textile Certified 2005
- Release & Classification Certified 2004
- Several Purple Promises – Training with high profiled accounts
- Several Employee of the Month- Training New Hires and group projects
- Numerous internal company educational courses completed (FLC’s)
Timeline
Managed Account Administrator
FedEx Trade Networks
01.2026 - Current
SBP Team Lead
FedEx Trade Networks
01.2024 - 01.2026
SBP Managed Account Coordinator
FedEx Trade Networks and Brokerage
01.2021 - 01.2024
Post Summary Operations Specialist Regulatory Department
FedEx Trade Networks and Brokerage
01.2018 - 01.2021
Senior Express Clearance Operations (Eco) Audit Specialist
FedEx Trade Networks
01.2004 - 01.2018
Business Management
Alfred State College
High School Diploma -
Daniel Webser High School