Joseph Bates
Meridian,USA
Summary
Results-driven logistics professional with over 25 years of progressive experience in operations, customer service, and supply chain management at FedEx. Proven expertise in high-volume, time-sensitive environments, consistently achieving 99%+ trace callback goals, 100%+ SPH efficiency, and leading AM sorts to ensure seamless package processing and on-time deliveries. Proficient in COSMOS, ROADS, and FAMIS systems, with strong skills in communication, and problem-solving to drive customer satisfaction, team collaboration, and operational excellence. Adaptable leader focused on optimizing processes, reducing delays, and meeting organizational objectives through efficient, empathetic service.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
FedEx
07.2021 - Current
- Assisted customers with inquiries, providing accurate product information and resolving issues promptly.
- Utilized customer service software to track interactions and maintain detailed records of customer feedback.
- Collaborated with team members to enhance service delivery and ensure a positive customer experience.
- Demonstrated adaptability by learning company policies and procedures quickly to support customer needs effectively.
Courier /DOT Courier
FedEx
07.2020 - 07.2021
- Coordinated daily delivery routes to optimize efficiency and minimize delays.
- Ensured timely and accurate delivery of packages, enhancing customer satisfaction.
- Mentored junior couriers on best practices for safe driving and package handling.
- Implemented process improvements that reduced delivery times by streamlining operations.
Operations Manager / SUNA
FedEx
02.2018 - 07.2020
- Oversaw daily operations to enhance productivity and streamline processes across multiple departments.
- Implemented process improvements that increased operational efficiency and reduced costs significantly.
- Developed training programs for staff, fostering a culture of continuous improvement and professional development.
- Analyzed workflow data to identify bottlenecks, recommending solutions to optimize performance and resource allocation.
Customer Service Representative
FedEx
08.2015 - 02.2018
- Assisted customers with inquiries, providing accurate product information and resolving issues promptly.
- Utilized customer service software to track interactions and maintain detailed records of customer feedback.
- Collaborated with team members to enhance service delivery and ensure a positive customer experience.
- Demonstrated adaptability by learning company policies and procedures quickly to support customer needs effectively.
Swing Driver / CDL Driver
FedEx
02.2011 - 08.2015
- Delivered goods efficiently while adhering to all safety regulations and traffic laws.
- Maintained accurate logs of deliveries, ensuring compliance with company policies.
- Conducted routine vehicle inspections, identifying maintenance needs proactively.
- Assisted in training new drivers on best practices and company procedures.
- Assisted in warehouse operations when needed, contributing to overall team efficiency and productivity goals attainment.
- Provided exceptional customer service, addressing concerns and resolving issues promptly.
- Maintained professional and friendly demeanor during deliveries to uphold company reputation.
Education
No Degree - Emphasis On Secondary Education
Boise State University
Boise, IDSkills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Computer proficiency
- Administrative support
- Customer relations
- Product and service solutions
- Coordination
- Office equipment proficiency
- Quality assurance controls
Accomplishments
Key Highlights
- Accomplished courier with extensive experience mentoring and training new hire couriers in best practice methods and route setup.
- Played a key role in the Power Pad launch and training, educating couriers and service agents on new FedEx technology upon its implementation.
- Actively trained and assisted in implementing the ROADS system during its rollout at BOIA.
- Proficient Ops Scheduler, trained and skilled in daily and weekly use for station scheduling.
Timeline
Customer Service Representative
FedEx
07.2021 - Current
Courier /DOT Courier
FedEx
07.2020 - 07.2021
Operations Manager / SUNA
FedEx
02.2018 - 07.2020
Customer Service Representative
FedEx
08.2015 - 02.2018
Swing Driver / CDL Driver
FedEx
02.2011 - 08.2015
No Degree - Emphasis On Secondary Education
Boise State University
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