CARLIE JAROSZ
Alden,NY
Summary
Dynamic Managed Account Administrator with FedEx Logistics, skilled in problem resolution and client communication. Proven track record in enhancing customer satisfaction and service performance through effective Desk Level Procedures and root cause analysis. Expertise in training facilitation and delivering impactful business reviews, driving revenue growth and account retention.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Managed Account Administrator
FedEx Logistics
11.2005 - Current
- Managed and expanded a portfolio of FedEx Trade Networks managed accounts, ensuring service performance consistently met or exceeded customer expectations
- Served as the primary Single Point of Contact (SPOC) for customers, providing end‑to‑end account management and strategic communication
- Built and maintained strong relationships with customer stakeholders, including senior leadership, to support retention and business growth
- Coordinated cross‑functional teams to resolve service issues, align on customer requirements, and deliver seamless operational support
- Proactively identified service risks, led root‑cause investigations, and implemented corrective actions to prevent recurrence
- Interpreted customer SOPs and developed, maintained, and enforced Desk Level Procedures (DLPs) to ensure compliance and consistency
- Developed and monitored customer satisfaction metrics; assessed service performance and recommended process improvements
- Prepared and delivered Customer Business Reviews (CBRs), highlighting service performance, trends, and opportunities for improvement
- Coordinated customs claims, protests, duty refunds, and duty tenders on behalf of customers
- Provided subject matter expertise and mentoring to internal teams; delivered training as needed, SME in textiles, FWS
- Supported global account management initiatives and ensured account retention and profitability
- Drove revenue growth through service expansion and identification of additional customer needs
- Maintained current knowledge of trade compliance and industry regulations to advise customers on critical trade matters
- Served as backup for other account administrators to ensure continuity of service
Senior Customs Brokerage Specialist
FedEx Logistics
03.2003 - 10.2005
- Provide impeccable customer service.
- Engages with customers regarding commodities that have been identified and isolated as requiring specialized processing to reduce the risk of liquidated ages and penalties through classification and the applications of proper duty preference.
- Obtain correct classification of goods for customs release from database, SOP's, tariff book, internet or customs.
- Data entry and processing of various import related documentation for submission to US Customs and all PGA's (participating Government Agencies)
- Adhere to all international importing and exporting regulations.
- Work closely with other internal staff, departments, other FedEx Op Co's, customers and government agencies to deliver high level of service to customers.
- Process agency brokerage shipments.
- Handle remote filings
- Performed entry reconciliations as needed
- Ensure all government and organizational policies are followed.
- Follow up on Customs matters and resolve problems.
- Performs entry reviews as needed
Customs Trade Specialist
FedEx Logistics
11.2000 - 03.2003
- Responsible for coordination of the documentation required by US Customs/Government Agencies for entry of goods into the US on behalf of importers
- May process commodities that have been identified and isolated as requiring specialized processing to reduce the risk of liquidated ages and penalties through classification and the applications of proper duty preference.
- Obtain correct classification of goods for Customs release from database, SOP's, Tariff schedule, internet or Customs.
- Data entry and processing of various import related documentation for submission to US Customs and may handle all PGA's (participating Government Agencies)
- Adhere to all international importing regulations.
- Process agency broker shipments
- Ensure all government and organization policies are followed
- Follow up on Customs matter and resolve problems
- Performs entry review as needed
Education
Bachelor of Science - Business Studies
SUNY Buffalo State
Buffalo, NY2000
Skills
- Internal training facilitation
- Desk Level Procedures development
- Root cause analysis
- Facilitate reviews of company service metrics
- Problem identification and resolution
- Create on-demand reports for various management levels
- Primary client communication representative
- Subject matter expertise
Certification
- 2025 Certified Customs Specialist (CCS) Certification
- 2024 Certified Customs Specialist (CCS) Certification
- 2023 Certified Customs Specialist (CCS) Certification
- 2022 Certified Customs Specialist (CCS) Certification
Timeline
Managed Account Administrator
FedEx Logistics
11.2005 - Current
Senior Customs Brokerage Specialist
FedEx Logistics
03.2003 - 10.2005
Customs Trade Specialist
FedEx Logistics
11.2000 - 03.2003
Bachelor of Science - Business Studies
SUNY Buffalo State
Bravo Zulu Award
- 04/25 - In recognition of guidance and leadership with the training and development of a new employee as an SBP Administrator.
- 12/24- In recognition of your customer service with external clients
- 11/14- In recognition of handling multiply customers in absence of account manager for 3 months while handling own workload
- 10/13- In recognition of Above and beyond workload; through team challenges to get workload completed
- 07/07 - In recognition of dedication to deliver the purple promise, willingness to always help others
Purple Promise
- 02/06- Awarded for exceptional customer service to internal and external customers within organization