Summary
Overview
Work History
Education
Skills
References
Timeline
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JESSICA ROQUE

Hayward,CA

Summary

Results-driven operations professional with extensive experience at FedEx Ground, skilled in optimizing processes and enhancing accuracy. Demonstrated expertise in quality control and documentation, coupled with strong critical thinking and team collaboration abilities. Proven track record of improving operational efficiency and resolving customer issues effectively.

Overview

22
22
years of professional experience

Work History

Sr Operations Admin

Fedex:Ground
Hayward, CA
09.2023 - Current
  • Optimized existing processes through data analysis techniques, improving accuracy and reducing errors
  • Facilitated communication between departments in order to coordinate projects efficiently
  • Work with contractors and BC to make sure all packages go out on time
  • Make address corrections
  • Repack packages that are not deliverable
  • Call customers to schedule appointments for deliveries
  • Make sure packages are scanned to correct Work Area
  • Process DPR for damaged packages
  • Resolved customer service issues and complaints in a timely and professional manner
  • Reprint labels

Quality Control

DHL eCommerce
Union City, CA
11.2021 - 01.2023
  • Documented inspection results by completing reports and logs and summarizing and entering data into quality database
  • Recommended improvement measures to production process to meet quality control standards
  • Trained newly hired employees by explaining company procedures, job duties and performance expectations
  • Inspected and repaired products to meet project expectations
  • Wrote detailed reports outlining performance, quality and defect rates
  • Adhered to safety protocols to minimize equipment damage and avoid injuries

Warehouse Associate

Amazon
Newark, CA
07.2021 - 11.2021
  • Received deliveries, scanned packages and updated orders in internal database
  • Examined packages and goods for damage and notified vendors of replacement needs
  • Assisted coworkers with special projects to learn new tasks while gaining additional responsibilities
  • Used pallet jacks to move items to and from warehouse locations
  • Moved boxes, containers and pallets with special-purpose equipment to meet demanding production targets
  • Received merchandise into warehouse, relocated products using forklifts and pallet jacks and processed orders for shipment
  • Organized warehouse design to maximize space for stock while allowing for high volume traffic zones

Customer Service Representative

Denevi Digital Imaging/ Farwestern Graphics
Sunnyvale, CA
05.2003 - 01.2017
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations
  • Answered inbound calls, chats and emails to facilitate customer service
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions
  • Set up and activated customer accounts
  • Made outbound calls to obtain account information
  • Asked probing questions to determine service needs and accurately input information into electronic systems

Education

Some College (No Degree) - Software Applications

Heald College
CA
07-2002

High School Diploma -

Tennyson High School
CA
06.2002

Skills

  • Inspection Procedures
  • Sampling Protocols
  • Production Experience
  • Time Management
  • Documentation and recordkeeping
  • Packaging and Shipping Support
  • Critical Thinking
  • Performance Monitoring
  • Attention to Detail
  • Inspection and Testing Reports
  • Rejected Materials Disposal
  • Quality Control
  • Operations Monitoring
  • Inspection Documentation
  • Spreadsheet Tracking
  • Word Processing
  • Good Manufacturing Practices
  • Shipment Computations
  • Training and Mentorship
  • Decision Making
  • Team collaboration
  • Attention to detail

References

References available upon request.

Timeline

Sr Operations Admin

Fedex:Ground
09.2023 - Current

Quality Control

DHL eCommerce
11.2021 - 01.2023

Warehouse Associate

Amazon
07.2021 - 11.2021

Customer Service Representative

Denevi Digital Imaging/ Farwestern Graphics
05.2003 - 01.2017

Some College (No Degree) - Software Applications

Heald College

High School Diploma -

Tennyson High School

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JESSICA ROQUE