Summary
Overview
Work History
Education
Skills
Timeline
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Bianca Ayala

Stamford,CT

Summary

As a natural leader who performs well in any environment, passionate about quality service and customer satisfaction. A strategic planner and organizer with outstanding interpersonal skills. Striving to expand on knowledge and grow professionally through others. Maintaining a constant drive to create and innovate an efficient, ethical workplace. Over 18 years experience in Customer Service & Relations, with , Strategic Planning Professional Development Filing & Data Archiving, Shipping & Receiving Planning & Scheduling Products and Services Accounts Payable/Receivable Inventory Control Sales Management Phone Etiquette Manager Graphic Design.

Overview

13
13
years of professional experience

Work History

Customer Service Agent / Courier

FedEx Express
03.2014 - Current
  • Responsible for ensuring packages are delivered in a timely manner
  • Providing customers with exceptional support to effectively resolve their concerns via a company provided callback system
  • Responsible for training new employees regarding job duties and performance expectations and ensuring compliance with FXE policies, procedures and other training requirements, including but not limited to training related to quality assurance, hazardous materials, Video Event Data Recorder (VEDR) coaching, and dock safety
  • Mentors and develops critical skill sets for new and/or less-experienced Operations Managers
  • Facilitate daily safety meetings ensuring compliance with safety rules
  • Provide efficient and safe delivery and pick-up of packages and documents, while representing FedEx in a professional manner
  • Operate company vehicles safely and efficiently while complying with all governmental and corporate procedures
  • Answers customer questions on FedEx features of service and keep customers informed about the company and its services
  • Ensure that packages conform to FedEx features of service, that proper labeling is provided, and that all paperwork is complete, neat, and accurate
  • Scan packages according to prescribed procedures; demonstrate proficiency in features of service and equipment
  • Ensure customers have adequate supplies of FedEx materials for shipping
  • Load and unloads containers and company vehicles; operate mechanized dock equipment to unload and load containers on to trailers
  • Clean, wash and performs minor maintenance to company vehicles as necessary, maintains neat and clean personal appearance to uphold company's public image

Manager

03.2015 - 03.2017
  • Completed A.I.M certification course, Advance Into Management
  • A prerequisite to becoming a manager
  • Managing over 43 employees, while building relationships with customers and the community to promote long term business growth
  • Adapts quickly to change to meet dynamic business needs; Displays flexibility and appropriate sense of urgency, while leading and engaging employees in a positive and professional manner
  • Responsible for all nightly outbound deliveries of about 1,200 packages to airports in the region
  • Manages administrative employee functions to ensure the administrative processes are compliant with policies and procedures
  • Responsibilities include, but are not limited to, coaching, training, performance evaluation, discipline, addressing employee concerns and staff productivity
  • Plans, organizes, staffs, directs and controls specific day-to-day operations within the station
  • Responsible for assigning and managing employees to ensure the safe and efficient sorting of packages through the facility, minimizing operational cost and maximizing operational quality, including the movement, tracking of packages
  • Responsible for leading employees to ensure customer satisfaction by moving all shipments on time and damage free while observing company and regulatory policies and procedures
  • Analyzes operational performance through direct observation, interpretation of reports and collaboration with others
  • Determines opportunities for improvement of key metrics and executes action plans to achieve results
  • Responsible for nightly closing activities such as cash deposits and alarming building
  • Leads daily employee and/or planning meetings to ensure workforce communication and understanding of operational updates and daily goals; Includes communication and public speaking to small and large audiences on a regular basis by conducting presort meetings to communicate daily work assignments

Print and Banner Specialist

03.2010 - 03.2012
  • Created and managed customer work orders with objective of maintaining positive customer relationships for future projects
  • Recommended products and services according to needs for everyone
  • Developed and designed advertising materials to print orders for customers
  • Protected company and store assets by greeting and observing customers and employees on display floor
  • Key Holder, responsible for opening and closing store front along with nightly cash deposits.

Education

A.I.M certification course, Advance into Management - undefined

2015

Associate degree -

Housatonic Community College
Bridgeport, CT
2010

High School Diploma - undefined

Warren Harding High School
Bridgeport, CT
2007

Skills

  • Google Drive
  • Microsoft Office
  • Customer Service
  • Customer Inquiries
  • Issue and Complaint Resolution
  • Contact Management Systems
  • Managing Laborers
  • Plan Projects
  • Complex Problem-Solving
  • Digital Print Equipment Operation
  • Superb Visual Acuity
  • Special Instructions

Timeline

Manager

03.2015 - 03.2017

Customer Service Agent / Courier

FedEx Express
03.2014 - Current

Print and Banner Specialist

03.2010 - 03.2012

A.I.M certification course, Advance into Management - undefined

Associate degree -

Housatonic Community College

High School Diploma - undefined

Warren Harding High School

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Bianca Ayala