Joanne Arez-Homem

Customer Service Supervisor, FedEx Vendor

Direct Link Worldwide

10.2006 - Current

Lead team in resolving complex customer inquiries, enhancing overall service quality.
Implemented training programs for staff, improving performance and consistency in service delivery.
Managed a team of customer service representatives, ensuring timely resolution of client inquiries and issues.
Resolved customer complaints while prioritizing customer satisfaction and loyalty.
Took ownership of customer issues and followed problems through to resolution.
Developed customer feedback mechanisms, driving actionable insights for operational improvements.
Kept accurate records to document customer service actions and discussions.
Researched and corrected customer concerns to promote company loyalty.
Completed bi-weekly payroll for two employees.
Streamlined communication processes between departments, fostering collaboration and efficiency.
Provide a full range of support to the director, FedEx Corporate Management, and Worldwide Sales Representatives.
Handling inbound and outbound calls for FedEx internal management.
Resolves discrepancies and inquiries from recipients while demonstrating empathy.
Direct liaison for worldwide sales support.
Approves costs for processed mail before completing invoices for numerous accounts. Completes onboarding for new customers and assists them with their inventory, as well as inquiries from their recipients.
Actively listened to customers, handled concerns quickly, and escalated major issues to management.
Supervised daily operations to ensure high customer satisfaction and effective service delivery.
Monitored customer feedback to identify areas of improvement in customer experience.
Fix system errors and relabel packages.
Answer emails and calls in a timely manner.
Work directly with FedEx management.
FedEx returns packages, them up, sent email conversation on return packages, and provides first-mile tracking to shippers.