Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Celena Ratliff

Wilson,NC

Summary

I possess vast experience in different aspects of the FedEx operation ranging from customer service, operations management, and on road delivery and pickup functions. I'm goal oriented and eager to learn new things when offered the opportunity. Self motivated and one who likes to complete given assignments in a timely manner to achieve the best results. I feel I would be an asset to your operation, and would do my absolute best to strive for excellence in any task presented to me.

Overview

25
25
years of professional experience

Work History

Senior Office Administrator

FedEx Corporation
07.2024 - Current
  • Updated reports, managed accounts, and generated reports for company database.
  • Oversaw office inventory activities by ordering and stocking facility needs, as well as submission of requisitions and shipping and receiving.
  • Established and assisted with workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel with the incorporation of FedEx Express employees into the new FedEx Corporation facility.
  • Coordinated company events boosting employee morale and fostering a positive work environment.


Service Assurance Agent- Admin

FedEx Express- RWIA
01.2023 - 07.2024
  • Research and follow up with couriers and Ops managers on failures to prevent and/or correct and improve the customer experience going forward
  • Daily timecard entry and perform payroll responsibilities in the Dimensions system to ensure accurate on time payroll payments to employees.
  • Pay vendor invoices and maintain vendor contracts in accordance with FedEx CSM audit requirements
  • Order office supplies for the RWIA location
  • Maintain employee recurrence training and classroom instruction for new hires
  • Assist operational managers with any other needed tasks to ensure the operation runs smoothly and continues to achieve optimal results
  • Collaborated with team members to identify root causes of recurring problems, implementing measures to prevent future occurrences.
  • Fostered a continuous learning environment by sharing best practices and new knowledge with team members regularly.
  • Enhanced customer satisfaction by promptly addressing and resolving service issues.

Operations Manager

FedEx Express- RZZA
01.2018 - 03.2020
  • Scheduling and setting goals for delivery and pickup routes for my workgroup
  • Manage PM sort operations to ensure all outbound conveyances departed on time in order to make outbound flights at the ramp. Manage AM operations for my couriers assisting my peers workgroups with any on road assistance that was needed to ensure we met service commitments for our customers
  • Training and coaching of handlers/ couriers to ensure both expectations and goals were met for the operation, while doing so in a safe work environment using safe work methods
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Communicated clear objectives and implemented hands-on strategies resulting in peak performance
  • Employed conflict management techniques to optimize customer satisfaction and retention
  • Organized resources, supplies and teams to meet operational demand and core metrics
  • Conducted staff meetings to review work activities and drive continuous improvement
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Assisted in recruiting, hiring and training of team members.

FedEx Courier

FedEx Express
10.2013 - 01.2018
  • Ran delivery/pickup route to met goals and expectations set forth for the route
  • Took over LEC Environmental responsibilities for the station to meet CSM audit guidelines
  • Learned Service Assurance tasks and daily assignments to be the alternate coverage in the event the current Service Assurance Agent needed to be absent from her position for any amount of time
  • Oversee PM sort operations as PM LEAD when needed to ensure conveyances departed on time and all outbound was accounted for nightly
  • Communicated with dispatchers to receive assignments and report any issues encountered during deliveries
  • Resolved customer complaints or concerns regarding deliveries in timely manner
  • Fostered positive working relationships with clients through professional interactions at all times
  • Coordinated with fellow couriers to cover larger areas or assist with heavy workloads during peak times

FedEx Swing Courier

FedEx Express
04.2000 - 10.2013
  • Learn approx 25 different delivery/pickup routes and meet goals set for each route in an effort to cover any route when regular courier was absent
  • Coordinated with fellow couriers to cover larger areas or assist with heavy workloads during peak times
  • Learn 3 different customer service agent positions and the tasks assigned to each of those positions to cover in their absence
  • Trained to be a Dangerous Goods Agent to cover DG on the PM sort each Monday night

Education

Diploma -

Wilson Technical Community College
05.1996

Skills

  • Analyzing and problem solving
  • Organizational skills
  • Scheduling and prioritizing tasks
  • Eager to learn and pickup on things quickly
  • Adaptability and flexibility
  • Conflict resolution
  • Quality assurance
  • Excellent communication
  • Customer Service
  • Training and coaching
  • Payroll processing
  • Records maintenance

Accomplishments

    Completion of FedEx Management Safety Program

    Completion of FedEx Station One Operations Management Training

Timeline

Senior Office Administrator

FedEx Corporation
07.2024 - Current

Service Assurance Agent- Admin

FedEx Express- RWIA
01.2023 - 07.2024

Operations Manager

FedEx Express- RZZA
01.2018 - 03.2020

FedEx Courier

FedEx Express
10.2013 - 01.2018

FedEx Swing Courier

FedEx Express
04.2000 - 10.2013

Diploma -

Wilson Technical Community College

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Celena Ratliff