Countiss Reed- Anderson
Tomball,TX
Summary
Dynamic customer service professional with extensive experience at FedEx, excelling in complaint resolution and staff training. Proven ability to enhance customer satisfaction through effective issue management and quality assurance. Skilled in CRM software and adept at understanding customer needs, fostering loyalty and repeat business.
Overview
29
29
years of professional experience
Work History
Sr.Customer Service Representative
FedEx
03.2014 - Current
- Resolved customer inquiries efficiently using CRM software to enhance satisfaction and retention.
- Trained new representatives on company policies and procedures, fostering a collaborative team environment.
- Evaluated customer feedback to detect patterns, enhancing service delivery and response strategies.
Customer Service Representative
FedEx
01.2012 - Current
- Demonstrated leadership by training new employees on company operations and protocols.
- Collaborated with couriers to ensure efficient truck preparation for timely deliveries.
- Effectively resolved address-related challenges for international and domestic deliveries.
- Contributed to smooth daily operations through meticulous start-up activities.
- Took ownership of customer issues, delivering timely resolutions and maintaining satisfaction.
Night Auditor
Wingate by Wyndham Houston Bush, International Airport
01.2023 - 01.2024
- Managed nightly financial audits, ensuring accuracy in revenue reporting and reconciliations.
- Processed guest check-ins and check-outs, enhancing overall customer service experience.
- Monitored hotel security systems, ensuring guest safety and compliance with protocols.
- Prepared detailed nightly reports for management review, identifying discrepancies and operational trends.
- Assisted in resolving guest complaints promptly, fostering positive relationships and satisfaction.
- Conducted cash handling procedures, maintaining accountability for all transactions during shifts.
- Collaborated with front desk team to streamline operations, improving efficiency during peak hours.
- Completed night audit for guest ledgers to close bank and cash registers, reconciling issues quickly, and marking discrepancies.
- Oversaw night auditing of daily room occupancy and hotel revenue.
Night Auditor
Fairfield, Marriott Willowbrook
08.2021 - 11.2022
- Managed accurate financial records, including cash drawer activity, credit card transactions, room charges, and final bill preparation.
- Prepared and presented daily reports for hotel management, contributing to effective decision-making.
- Provided seamless guest experiences by assisting with check-in, check-out, and addressing inquiries.
- Elevated guest satisfaction by offering assistance with luggage, directions, wake-up calls, and future reservations.
- Arranged morning guest refreshments, enhancing their stay quality.
Customer Service Representative
FedEx
01.1997 - 01.2012
- Adapted quickly to new software tools for managing customer accounts and inquiries.
- Provided feedback to management on recurring customer issues for process improvement.
- Engaged with customers through multiple channels, including phone and email support.
- Developed strong product knowledge to assist customers in making informed choices.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Education
Business
James H Bowen
Chicago, IL06.1994
Skills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Staff training
- Conflict management
- Documentation review
- Call center experience
- Shipping and logistics
- Representative training
- Customer service
- Understanding customer needs
- Customer relations
- Issue and complaint resolution
- Microsoft office
- Inbound call management
- Data entry
- Multi-line phone systems
- Quality assurance controls
Timeline
Night Auditor
Wingate by Wyndham Houston Bush, International Airport
01.2023 - 01.2024
Night Auditor
Fairfield, Marriott Willowbrook
08.2021 - 11.2022
Sr.Customer Service Representative
FedEx
03.2014 - Current
Customer Service Representative
FedEx
01.2012 - Current
Customer Service Representative
FedEx
01.1997 - 01.2012
Business
James H Bowen
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