Jennifer LaFleur
Summary
Productive professional demonstrating skills. Known for performing tasks and job duties quickly and with minimal supervision. Safety-oriented individual with superior knowledge of OSHA regulatory safety protocols and practices. Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues. Dedicated professional with solid background in high-volume office environments focused on delivering exceptional clerical and operational support for professionals. Upbeat individual with friendly demeanor and sound judgment to handle diverse daily tasks with minimal oversight. Well-versed in managing office supplies, paperwork and project needs.
Overview
17
17
years of professional experience
Work History
Service Assurance Agent
FedEx
01.2020 - Current
- Generated reports detailing service performance metrics for management review.
- Resolved escalated customer complaints and inquiries in a professional manner.
- Participated in team meetings to discuss challenges faced while providing service assurance.
- Performed root cause analysis on identified problems to determine appropriate solutions.
- Updated job knowledge by participating in educational opportunities such as seminars or webinars.
- Managed multiple projects simultaneously while meeting strict deadlines.
- Researched and led investigations into various areas to drive improvements and devise new processes.
Customer Service Agent
FedEx
NOVI, ANN ARBOR , Michigan
01.2012 - 12.2019
- Tracked orders from placement to delivery using internal systems.
- Maintained a high level of customer satisfaction by providing accurate and helpful responses.
- Resolved customer complaints quickly and efficiently.
- Contacted customers about potential service upgrades, new services and account changes.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
Package Handler
FedEx
Romulus, Michigan
07.2008 - 01.2012
- Followed organizational procedures to stack and store cargo in transit sheds, ship holds and warehouses.
- Used digital database to keep records of units and stock moved.
- Participated in regular safety meetings and training sessions.
Education
Associate of Applied Science - Culinary Arts
Schoolcraft College
Livonia, MI09-2011
Skills
- Maintaining equipment
- Package scanning
- Research
- Scheduling
- Administrative operations
- Digital Information Gathering
- Phone call answering
- Mail Management
- Microsoft Excel
- Staff motivation
- Client relations
- Business administration
- Social Media Engagement
- Typing proficiency
- Technical support
- Strong problem solver
- Invoice processing
Timeline
Service Assurance Agent
FedEx
01.2020 - Current
Customer Service Agent
FedEx
01.2012 - 12.2019
Package Handler
FedEx
07.2008 - 01.2012
Associate of Applied Science - Culinary Arts
Schoolcraft College
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