KEUNDRIA MORGAN
Houston,TX
Summary
Dedicated and results-driven customer service professional with a strong background in call center management. Proven expertise in leadership, team management, performance optimization, and quality assurance. Exceptional communication, conflict resolution, and problem-solving skills. Proficient in CRM software, data analysis, and regulatory compliance. Committed to enhancing customer satisfaction and team performance in fast-paced customer service environments.
Overview
8
8
years of professional experience
Work History
Sr. Customer Support Specialist
FedEx Call Center
01.2017 - 01.2025
- Proficiently manages multiple systems, such as Salesforce, Oracle, Microsoft Suite, and Google, to consistently meet daily targets, serving as the first point of contact for resolving customer inquiries, averaging over 20 calls daily.
- Utilizes Excel to create reports on customer call escalations, conducting trend analysis that results in a 20% service retention improvement within just six months.
- Swiftly addresses 80-100 daily customer email inquiries from a diverse clientele, resolving complex shipment issues related to transactions, shipment locations, and international customs requirements.
- Analyzes customer service trends to identify areas for improvement, providing actionable feedback to management, streamlining processes, and effectively training team members in best practices to enhance overall productivity and deliver exceptional support.
FedEx Ambassador
FedEx
01.2018 - 01.2025
- Review your culture action plan (CAP) with your Culture Action Team (CAT) lead. Updated at least annually.
- Facilitate implementation of the CAP, so that steady progress is made with at least two purposeful culture activities per quarter.
- Meet monthly with your VP & Director team regarding culture.
- Participate in two CAT meetings per quarter.
- Share your learning & best practice with your CAT.
- Participate in full Ambassadors community calls.
- Provide feedback to the Culture Engagement team.
- Cast an accountable shadow as a leader.
Education
Bachelor’s degree - liberal arts
Texas Southern University
Houston, TXSkills
- Trend Analysis
- Data Entry & Management
- Excel Reports
- KPI Monitoring
- Performance Metrics
- Team Development
- Training & Mentorship
- Conflict Resolution
- Salesforce
- HubSpot
- Zendesk
- MS Teams
Professional Skills
Trend Analysis, Data Entry & Management, Excel Reports, KPI Monitoring, Performance Metrics, Team Development, Training & Mentorship, Conflict Resolution, Salesforce (Certified), HubSpot, Zendesk, Avaya, Five9, Aircall, MS Teams, Slack, Workforce Management, Process Optimization, Vendor Management, Customer Feedback Analysis, Performance Evaluation
Timeline
FedEx Ambassador
FedEx
01.2018 - 01.2025
Sr. Customer Support Specialist
FedEx Call Center
01.2017 - 01.2025
Bachelor’s degree - liberal arts
Texas Southern University
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