Angela Blades
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
8
8
years of professional experience
Work History
Operations Coordinator
FedEx
01.2021 - Current
- Act as a liaison between Customers and Management, I also resolve escalations from customers regarding shipment movement issues, utilizing hub, ramp, and station resources to expedite delivery of medical shipments
- I also assist with the high volume of call or workflow when needed
- I have also initiated several training aids, assisted in updating new software, launching and trained agents on the software
- I complete daily monitoring on calls to ensure call quality, in doing this I make sure that all reps are following and adhering to company standards while monitoring all shipments at risk for being late.
Memphis Customer Advocate Team
FedEx
01.2020 - 01.2021
- Assist other Revenue Agents and Account Executives with policy and procedure issues, I also handle manager calls related to Revenue Service issues
- I also complete follow ups on Critical Level Verification forms to assure that we are speaking with the true account holder.
Freight Auditor Specialist for Revenue Services
FedEx
01.2018 - 01.2020
- Started a Freight Auditor line to decrease calls into the Revenue Line
- Assisted managers in weekly meetings to come up with corrected phrases and spoke with vendors on proper credits to be given
- Reduced hang-ups from 24% to total call volume down to 11%
- I also transitioned Freight Auditor request to email only streamlining the process
- While on these projects the total savings for the company was over $1 Million annually.
Senior Revenue Service Agent
FedEx
01.2016 - 01.2018
- Provided inbound and outbound assistance to serve as a single point of contact for assigned specialist
- I also provided root cause analysis research problem solutions and recommendations for process improvements
- I am also responsible for aiding customers by utilizing various platform, such as phone email, and social media
- I also solve billing and any invoicing issues that may arise with our customers
- My goal at the end of each call is to establish and maintain a satisfied and loyal FedEx Customer.
Education
Associate of Applied Science - Criminal Law
University of Phoenix
Tempe, AZ11.2024
Degree obtained -
Wooddale High
Memphis, TN05.2000
Skills
- Scheduling Management
- Customer Invoicing
- Process Implementation
- Supply Ordering
- Training Management
- Logistics Coordination
- Inventory Oversight
- Project Scheduling
- Conflict Mediation
- Risk Management
- Quality Assurance
- Project Management
- Operations Management
- Team Training
- Marketing
- Delegation
- Customer Service
Accomplishments
Achieved the highest honor in the company by receiving a Bravo Zulu Award for going above and beyond in saving the company millions of revenue, (November 2019)
Timeline
Operations Coordinator
FedEx
01.2021 - Current
Memphis Customer Advocate Team
FedEx
01.2020 - 01.2021
Freight Auditor Specialist for Revenue Services
FedEx
01.2018 - 01.2020
Senior Revenue Service Agent
FedEx
01.2016 - 01.2018
Associate of Applied Science - Criminal Law
University of Phoenix
Degree obtained -
Wooddale High