Annalisa Qualtieri
Revere,MA
Summary
Dedicated customer service professional with over 30 years of experience. Exceptional skills in problem resolution, effective communication, and empathy in service. Committed to enhancing customer satisfaction and driving operational efficiency.
Overview
32
32
years of professional experience
Work History
Sr. Specialty Customer Representative
FedEx
Meford, MA
1994.03 - Current
- Resolved customer complaints promptly and efficiently.
- Demonstrated strong problem solving skills in addressing customer issues.
- Handled difficult or emotional customer situations with empathy and professionalism.
- Assisted customers with inquiries regarding shipping services and pricing options.
- Educated customers on tracking shipments and service features available.
- Responded to customer inquiries via phone, email and chat.
- Consulted with customers regarding needs and addressed concerns.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Collaborated with team members to enhance customer service experience.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Utilized computer systems to access account information, enter notes, and update status codes.
Education
High School Diploma -
Saugus High School
Saugus, MA1990-06
Skills
- Customer relationship management
- Shipping coordination
- Feature education
- Customer inquiry management
- Inquiry resolution
- Problem resolution
- Complaint resolution
- Problem solving
- Decision-making
- Effective communication
- Active listening
- Empathy in service
- Service excellence
- Problem-solving
Timeline
Sr. Specialty Customer Representative
FedEx
1994.03 - Current
High School Diploma -
Saugus High School