DAVID ROBINSON
San Marcos,TX
Summary
Customer Service professional with strong background in Human Resources and project coordination. Proven record in optimizing processes and enhancing operational efficiency. Known for strong collaboration skills and delivering consistent results. Brings strategic problem-solving abilities and adaptability to dynamic environments. Applies extraordinary attention to detail, identifying problems before escalation, saving time, resources, and money. Utilizes excellent communication skills, building and maintaining quality rapport with clients, colleagues, and internal and external stakeholders.
Overview
30
30
years of professional experience
Work History
Senior Operations Admin
FedEx Ground
10.2018 - 03.2024
- Responsible for performing administrative functions for all hub and station operational areas focusing on quality assurance and customer service.
- Reviewed, researched and/or entered data in various systems to support respective functional area.
- Served as frontline customer service to receive, solve and/or escalate customer inquiries and issues.
- Assisted management with internal auditing activity by retrieving data and/or files for review.
- Supported ability for timely delivery and mitigated loss and damage.
- Conducted research to determine root cause of missed deliveries/pickups and compiles information for management review.
- Processed hazardous material packages to ensure compliance with Department of Transportation requirements.
- Processed international packages in compliance with Customs and Border Control policies and procedures.
Customer Pickup Coordinator
FedEx Ground
10.2020 - 04.2022
- Served as ”customer advocate“ in call center environment by improving new customer activation, pickup performance and responsiveness to customer issue resolution.
- Communicated with various internal and external stakeholders, responding to requests and issues to ensure positive pickup experience and improved service quality index.
- Supported ongoing implementation of new and enhanced Customer Pickup Coordination processes with various stakeholder audiences by providing information and updates.
- Provided internal and external customer service and issue resolution within defined timeframes and according to quality standards and expectations.
- Established new and updated existing FedEx Ground scheduled pickups, which required communication and coordination with sales, customers, Independent Contractors/Independent Service Providers business contacts and station management.
- Visited assigned station(s) to establish and build professional relationships and review opportunities to improve customer and pickup experience.
Senior Human Resources NCO
United States Army
02.1994 - 02.2018
- Supervised and managed Human Resources, customer service, and general administrative duties at various levels from unit office to senior Army headquarters.
- Effectively applied principles, concepts, legal requirements, and methodology to advise and resolve complex issues.
- Analyzed facts, identified problems, reported findings, made conclusions, and recommended appropriate actions.
- Always abreast of system changes and trained others in use of automated systems that were web-based and/or networked.
- Evaluated effectiveness of operations supervised in terms of mission accomplishment, quality and quantity of standards met, procedural policy and regulatory compliance, and technical competence.
- Expertly supervised and managed postal operations.
- As Records Management Coordinator, prepared, maintained and updated files and disposed of or submitted to Records Holding Area for retention.
- Coordinated employee training programs, equipping staff with necessary skills for success in their roles.
Education
Bachelor of Science - Human Resources Management
University of Maryland Global Campus
Hyattsville, MD06-2026
Skills
- Problem Solving
- Statistical Analysis
- Verbal/Written Communications
- Project Coordination
Timeline
Customer Pickup Coordinator
FedEx Ground
10.2020 - 04.2022
Senior Operations Admin
FedEx Ground
10.2018 - 03.2024
Senior Human Resources NCO
United States Army
02.1994 - 02.2018
Bachelor of Science - Human Resources Management
University of Maryland Global Campus
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