Keith Smith
Aliquipppa,PA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Experienced Operations Manager with over 28 years of experience in the small package delivery industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
29
29
years of professional experience
Work History
Operations Customer Service Manager
FedEx
Pittsburgh, PA
02.1993 - 08.2021
- Promoted positive customer experience through day-to-day supervision and management of a call center facility.
- Upheld great standards of leadership for employees, consistently leading by example for best-in-class customer escalation calls.
- Tracked employee attendance, performance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
- Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.
- Monitored over 25 employees' day-to-day activities and made plans to rectify issues.
- Managed, trained and motivated personnel to continuously improve knowledge and abilities in FedEx operations.
Education
MSOL - Organizational Leadership
Geneva College
Beaver Falls, PA05.2000
Bachelor of Arts - Communications
Robert Morris University
Coraopolis, PA05.1993
Skills
- Focus and Follow-Through
- Problem Anticipation and Resolution
- Decision Making
- Employee Motivation
- Team Leadership
- Customer Service Management
- Customer Relations
- Verbal and Written Communication
Timeline
Operations Customer Service Manager
FedEx
02.1993 - 08.2021
MSOL - Organizational Leadership
Geneva College
Bachelor of Arts - Communications
Robert Morris University
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