Ethel Milhous
Walls,MS
Summary
Dynamic professional with extensive experience at FedEx Corporation, excelling in administrative support and customer service including escalation management and international client relations. Proven track record in problem-solving and compliance, adept at resolving complex shipment issues. Skilled in CRM software and cross-functional collaboration, ensuring client satisfaction and operational efficiency.
Overview
19
19
years of professional experience
Work History
International Sales Support (Level 3) / Mgr Assist
FedEx Corporation
09.2014 - Current
- Serve as the primary escalation point for complex, high-stakes international shipment issues, collaborating directly with global clients, account executives, and Customer Experience management to ensure timely resolution.
- Resolved service failures and complaints for global shipments by researching movement, managing service changes, and coordinating customs clearance and documentation requirements.
- Facilitated resolutions for missing shipments and claims by initiating and managing global trace searches across domestic and international facilities.
- Demonstrated expertise in cross-functional coordination to ensure client satisfaction and secure sales continuity.
Accounts Management Contact Representative
Internal Revenue Service, IRS
09.2022 - 12.2024
- Provided expert financial and regulatory guidance to taxpayers by applying complex tax laws, regulations, and collection techniques to advise, assess, and collect liabilities.
- Successfully resolved collection and account issues by independently researching and analyzing taxpayer data, communicating enforcement actions, and promoting voluntary compliance.
- Managed sensitive client interactions by clearly communicating complex actions taken and responding to inquiries regarding IRS notices.
Eligibility Worker I
MS Department of Human Services
04.2013 - 09.2014
- Followed guidelines when reviewing applicant data to determine eligibility for economic assistance.
- Managed processing of financial assistance and food stamp benefits applications.
- Scheduled appointments with applicants to gather information and explain benefits processes.
- Interviewed applicants and explained scope of different available benefits.
Administrative Assistant / Phone Representative I
Midas International Corporation
04.2007 - 03.2013
- Handled high-volume inbound customer interactions (60–120 daily calls), prioritizing and generating technical support tickets and redirecting customer inquiries efficiently.
- Provided direct customer and sales support by processing sales orders and managing end-user licensing for clients.
- Supported Help Desk operations and improved new hire readiness by developing training materials and support documentation.
Education
Business Administration
Chicago State University
Skills
- Clear communication
- Customer service
- Verbal and written communication
- Staff management
- Customer relationship management (CRM)
- Documentation and reporting
- Work prioritization
- Records retrieval
- Mail handling
- Filing
- Letter preparation
- Recordkeeping
- Clerical support
FedEx Bravo Zulu Award
May 2018, April 2019, Dec 2020, Dec 2024, Mar 2025, Jul 2025
FedEx Service Circle of Success Award
Aug 2021, Aug 2024, Dec 2024
Timeline
Accounts Management Contact Representative
Internal Revenue Service, IRS
09.2022 - 12.2024
International Sales Support (Level 3) / Mgr Assist
FedEx Corporation
09.2014 - Current
Eligibility Worker I
MS Department of Human Services
04.2013 - 09.2014
Administrative Assistant / Phone Representative I
Midas International Corporation
04.2007 - 03.2013
Business Administration
Chicago State University