Dana White
7 S. BRAZOS,TX
Summary
Results-driven Senior Customer Service Agent with over 30 years of experience delivering effective support and resolving complex service issues. Expertise in customer relationship management, conflict resolution, and team training enhances operational efficiency. Currently advancing business knowledge through studies in Business Administration.
Overview
31
31
years of professional experience
Work History
Courier
FEDEX EXPRESS
Victoria, TX
08.1995 - Current
- Operated delivery vehicles to ensure timely and accurate package deliveries.
- Coordinated daily routes to optimize efficiency and minimize delays.
- Maintained accurate records of packages delivered and received.
- Trained new team members on safety protocols and operational procedures.
Senior Customer Service Agent
FedEx Express
08.1995 - Current
- Resolve complex customer issues while maintaining high customer satisfaction
- Delivered exceptional customer service by efficiently addressing inquiries, concerns, and service requests
- Guided customers on shipping services, package tracking, and delivery solutions to meet their needs.
- Train and mentor new customer service representatives on company procedures and service standards
- Partnered with team members to streamline workflow and elevate customer experience.
- Maintain accurate customer records and ensure compliance with company policies.
- Consistently demonstrate professionalism, reliability, and strong communication skills
Education
High School Diploma -
BLOOMINGTON
Bloomington, TXNo Degree - Business Administration And Management
VICTORIA COLLEGE
Victoria, TX06-1987
Skills
- Customer Service Excellence
- Client Relationship Management
- Customer Satisfaction
- Conflict Resolution
- Complaint resolution
- Service Operations
- Problem Solving
- Effective Communication
- Team Training & Mentoring
- Case coordination
- Schedule optimization
- Time Management
- Prioritization
- Task juggling
- Organizational skills
- Conflict management
- Reporting Procedures
- Microsoft Excel
- Microsoft outlook
- Adaptability
- Communication skills
Timeline
Courier
FEDEX EXPRESS
08.1995 - Current
Senior Customer Service Agent
FedEx Express
08.1995 - Current
High School Diploma -
BLOOMINGTON
No Degree - Business Administration And Management
VICTORIA COLLEGE
Purple Promise Recognition eCard
Dana White, Dana, just wanted to say that it would be impossible for me to do my job without all you do "behind the scenes" to help me out.....I really do appreciate all you do for me and the MMRCE team. I know I don't say it often enough....but thank you so much!!!! Wendy, From: Wendy Bryan
Questions
- Question Describe the employee's top two strengths.
- Manager Evaluation Answer Dana, you are very reliable and dependable. I count on you to keep the operation running whenever I am doing checkrides or have time off. You do a great job in this area and you realize the importance of cutting the hours whenever we can do so. You are a team player and you help everyone around you as needed. You are flexible and knowledgeable about all the CSA functions and I really appreciate you for being that way.
- Question Describe two development opportunities for the employee.
- Manager Evaluation Answer You have done a great job as the AM lead for the agents and you have matured in your decision making. I would like to see you making the decisions as a manager would do, in other words, see the big picture when it comes to cutting hours etc and understand why we have to make some of the decisions that we do. I know they don't always make sense to you but I would like you to dig into the reasons behind the decisions moving forward.
- Question Describe two performance goals the employee can work on in the following year.
- Manager Evaluation Answer You know all the ways to research pkgs and get them where they need to be.