HELEN MORRIS
Avenel,NJ
Summary
Dedicated Service Assurance Agent known for strong communication and problem-solving skills. Experienced in training team members and managing escalated service requests, ensuring consistent service delivery and high customer loyalty.
Overview
30
30
years of professional experience
Work History
Service Assurance Agent
FedEx
Edison, NJ
02.2024 - Current
- Ensured timely resolution of customer inquiries and service issues through effective communication.
- Collaborated with cross-functional teams to enhance service delivery and improve customer satisfaction.
- Analyzed service metrics to identify trends and implement process improvements for operational efficiency.
- Provided training and support to new team members on service protocols and system usage.
- Managed escalated service requests, demonstrating problem-solving skills to retain customer loyalty.
- Developed and maintained documentation for service processes, ensuring consistency in operations across teams.
- Exceeded customer expectations by going above and beyond to provide exceptional support in challenging situations.
- Delivered comprehensive reports on service assurance metrics, enabling management to make data-driven decisions regarding operational improvements.
- Produced detailed and relevant reports for use in making business decisions.
Customer Service Representative
FedEx
Edison, NJ
01.2019 - 01.2024
- Resolved customer inquiries efficiently using FedEx tracking systems and communication tools.
- Assisted in training new representatives on customer service protocols and company policies.
- Implemented process improvements that enhanced customer satisfaction ratings and service delivery speed.
- Managed escalated customer complaints, providing solutions that aligned with company standards.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Pharmacy Technician
ILA
Union, NJ
04.1996 - 08.2017
- Compounded and dispensed medications accurately according to prescriptions and regulatory guidelines.
- Assisted pharmacists in managing inventory, ensuring availability of essential medications and supplies.
- Educated patients on medication usage, potential side effects, and adherence strategies to improve outcomes.
- Collaborated with healthcare professionals to resolve prescription discrepancies and optimize patient care.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Counted and labeled prescriptions with correct item and quantity.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
Education
High School Diploma -
QUEEN OF PEACE
North Arlington, NJSkills
- Strong work ethic
- Customer service
- Attention to detail
- Listening skills
- Multitasking and organization
- Excellent communication
- Computer skills
- Handling customer complaints
- Team collaboration
- Data entry
Timeline
Service Assurance Agent
FedEx
02.2024 - Current
Customer Service Representative
FedEx
01.2019 - 01.2024
Pharmacy Technician
ILA
04.1996 - 08.2017
High School Diploma -
QUEEN OF PEACE