Summary
Overview
Work History
Education
Skills
Timeline
Generic

Connie Ratliff

Westchester

Summary

Dynamic Service Assurance Agent with FedEx, recognized for enhancing operational efficiency. Expert in proactive monitoring and organizational skills, successfully resolving situations. Proven ability to implement process improvements and maintain detailed reporting, ensuring compliance and service excellence. Committed to professional growth and delivering exceptional results.

Able to work well with and assist Managers, Sr. Managers, Directors and VP's with daily reporting. A clear view of company audits and processes. Also recognizing other employees accomplishments and company celebrations for building team morale.

Overview

2026
2026
years of professional experience

Work History

SAA - Service Assurance Agent

FedEx - AGFS CVGRT
10.2022 - Current
  • Conducted regular reviews of service assurance processes, identifying areas for improvement and implementing necessary changes.
  • Coaching drivers with policies and procedures by using clear explanations and expert knowledge.
  • Assisting Sr. Managers and Managers with daily tasks and reports, ordering supplies, employee recognitions, safety issues, office procedures and equipment, facility maintenance issues, all vendor issues and support.
  • Reporting on Fuel Audits, daily volume, employees PTO, employees scheduling, district compiling of daily data and reporting it to regional, district and local management.

SAA - Service Assurance Agent

FedEx - CVGA
03.2014 - 10.2022
  • Monitored all daily scans, making sure all packages received the correct scan to assure service level to customers.
  • Effectively managed high-stress situations by remaining calm and composed while working to resolve customer, managers and driver issues quickly.
  • Implemented proactive monitoring strategies to detect potential audit issues before they occurred.

CSA - Customer Service Agent

FedEx - CVGA
2006 - 2014
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
  • Built strong relationships with customers by consistently delivering outstanding service and follow-up support.
  • Increased sales through effective product recommendations and upselling techniques.
  • Assisted in inventory management, and timely replenishment of merchandise.
  • Provided exceptional service to customers by actively listening to their needs and offering personalized solutions.
  • Balanced multiple priorities during peak times while maintaining composure under pressure situations.
  • Resolved escalated customer complaints professionally and efficiently, restoring client confidence in the brand.

Courier

FedEx - CVGA
1992 - 2006
  • Greeted recipients, delivered packages, and parcels and acquired proper signatures for all deliveries.
  • Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality.
  • Enhanced customer satisfaction through timely deliveries and professional communication with clients.
  • Adhered to all traffic laws while operating company vehicles for safe transportation of goods.

Education

High School Diploma -

Norwood High School
Norwood, OH

Skills

  • Strong Organizational skills
  • Consistent follow-through
  • Attentiveness
  • Detailed oriented
  • Self efficient and Self motivated
  • Professional and Responsible

Timeline

SAA - Service Assurance Agent

FedEx - AGFS CVGRT
10.2022 - Current

SAA - Service Assurance Agent

FedEx - CVGA
03.2014 - 10.2022

CSA - Customer Service Agent

FedEx - CVGA
2006 - 2014

Courier

FedEx - CVGA
1992 - 2006

High School Diploma -

Norwood High School

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