Davonta Hood
Phoenix,AZ
Summary
Current student working towards Associates Degree in Computer Information Systems. 4 years of experience in music.
Outgoing and friendly Comprehensive knowledge of harmony
Experienced in customer service with a focus on phone support and cash reporting, effectively managing package research and logistics. Demonstrated ability to handle international shipments and dangerous goods reporting, ensuring compliance with safety regulations. Proficient in ULD management and freight handling, contributing to efficient operations through accurate documentation and inventory management. Skilled in conflict resolution and client communication, fostering positive relationships while collaborating with cross-functional teams.
Overview
8
8
years of professional experience
Work History
Sr Service Agent
FedEx Express
01.2020 - Current
- Managed customer inquiries and resolved service issues efficiently.
- Coordinated package tracking and delivery updates for customers.
- Assisted in training new team members on service protocols.
- Collaborated with operations team to streamline processes and improve service.
- Documented service interactions accurately in company systems.
- Provided expert knowledge on shipping options and services available.
- Developed strong relationships with customers to enhance satisfaction levels.
- Maintained accurate records of customer interactions and transactions for future reference.
- Answered inbound calls, chats and emails to facilitate customer service.
- Developed strong customer relationships to encourage repeat business.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Package Handler
FedEx Express
01.2018 - Current
- Loaded and unloaded packages from trucks and conveyor belts.
- Operated package handling equipment safely and efficiently.
- Maintained a clean and organized work area at all times.
- Assisted team members with heavy lifting during peak hours.
- Followed safety protocols to minimize workplace hazards.
- Scanned and sorted packages according to destinations and service type using handheld scanner.
- Stacked boxes onto pallets in an efficient manner.
- Assisted in training new employees on package handling processes.
- Resolved conveyor system issues by clearing jams and blockages.
- Collaborated with team members on tasks such as sorting mail into designated bins.
- Collaborated with team members to improve workflow and increase productivity.
- Worked flexible hours, including weekends and holidays, to meet business needs.
- Adapted to various environmental conditions in warehouse and outdoor settings.
Education
High School Diploma -
Dysart High School
02.2016 - 05.2018
Some College (No Degree) - Business Administration
Phoenix College
03.2025 -
Skills
- Customer service
- Phone service
- Cash reporting
- Package research
- Dangerous goods reporting
- Package sorting
- ULD management
- Freight handling
- Documentation creation
- Inventory management
- Time management
- Conflict resolution
- Client communication
- Team collaboration
- GENESIS system
- Data analysis
- Process improvement
- Safety compliance
- Quality assurance
- Exceptional communication
- Escalation management
- Client retention strategies
- Cross-functional coordination
- Warehousing functions
- Materials transport
- Dispute resolution
- Complaint resolution
- Customer consulting
- Microsoft PowerPoint
- Complaint handling
- Stock management
- Conflict mediation
- Shipping and logistics
- Typing proficiency
- Microsoft outlook
- Customer relations
- Microsoft office expertise
Languages
English, Native language
References
Available upon request
Timeline
Some College (No Degree) - Business Administration
Phoenix College
03.2025 -
Sr Service Agent
FedEx Express
01.2020 - Current
Package Handler
FedEx Express
01.2018 - Current
High School Diploma -
Dysart High School
02.2016 - 05.2018