Ernestine Keller
Southaven,MS
Summary
Dedicated professional with extensive experience in service performance monitoring and process improvement analysis. Skilled in training and coaching teams to achieve operational excellence, driving compliance, and enhancing safe work environments.
Overview
26
26
years of professional experience
Work History
Service Assurance Agent
FedEx Express Corporation
Memphis, Tennessee
03.2018 - Current
- Monitored service performance metrics to ensure compliance with operational standards.
- Conducted regular audits to maintain quality assurance in all areas of operations.
- Trained new staff on company policies and procedures for service excellence.
- Analyzed service trends to identify areas for operational improvements and enhancements.
- Provided feedback to management on potential processes to increase safety numbers.
- Performed root cause analysis on identified problems to determine appropriate solutions.
- Participated in team meetings to discuss challenges faced while providing findings to managers and upper management.
- Conducted regular audits of team members for safety violations that could be unsafe.
- Generated reports detailing service performance metrics for management review.
- Reviewed and audited documents for compliance according to corporate guidelines.
Team Leader
Federal Express
Memphis, Tennessee
03.2000 - 03.2018
- Coordinated workflow among team members to enhance productivity and communication.
- Coached and trained new team members to develop their skills and improve team performance.
- Implemented process improvements to streamline operations and reduce delays.
- Facilitated training sessions on new processes and systems for team efficiency.
- Evaluated team performance regularly, providing constructive feedback for growth.
- Maintained a positive work environment that promoted collaboration between team members.
Education
Some College (No Degree) - Business Administration and Management
University of West Alabama
Livingston, Alabama, ALSkills
- Service performance monitoring
- Quality assurance auditing
- Process improvement analysis
- Root cause analysis
- Compliance documentation review
- Customer relationship management
Accomplishments
Purple Promise Award
Timeline
Service Assurance Agent
FedEx Express Corporation
03.2018 - Current
Team Leader
Federal Express
03.2000 - 03.2018
Some College (No Degree) - Business Administration and Management
University of West Alabama