Lisa Ladieu

· Promoted from CSS Specialist to Senior CSS Specialist September 2023.

• Developed and implemented specialized procedures for customer service operations.
• Generated reports to track performance metrics of team members.
• Researched and analyzed customer feedback to identify areas of improvement.
• Coordinated with other departments to ensure efficient workflow processes.
• Provided technical support for customers in resolving complex issues.
• Assisted in developing strategies to increase customer satisfaction levels.
• Conducted regular meetings with staff to review progress and address any concerns.
• Participated in ongoing training and compliance activities.
• Maintained positive working relationship with fellow staff and management.
• Identified needs of customers promptly and efficiently.

• Led the implementation of new functionality in the Pick-up and Delivery system
• Trained operations management and appropriate employees on systems and processes
• Monitored location implementation and progress, including pre and post implementation tasks
• Acted as the primary point of contact and subject matter expert for all project tasks and progress
• Engaged Service Provider Authorized Officers and Business Contacts regarding DRO system opportunities
• Evaluated for process improvements and modifications
• Collaborated with the Special Assignment – Project Leads and Field Operations regarding learning needs for project and logistics within defined project timeline

• Investigated and reported linehaul schedule delays, accidents and equipment failures and implements contingency plans to ensure on-time load delivery in the event of an en-route trailer breakdown or accident
• Assisted with the preparation of presentations for senior management meetings.
• Researched new technologies to enhance productivity levels across all departments.
• Drafted reports summarizing progress on various projects for upper-level management review.
• Resolved customer complaints in a timely manner while upholding company standards.
• Coordinated with other supervisors, combining group efforts to achieve goals.
• Resolved customer complaints or answered customers' questions.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Guided employees in handling difficult or complex problems.
• Consulted with managers to resolve problems relating to employee performance, office equipment and work schedules.

• Safety advocate for our office from 6/2014 to 6/2016
• Give monthly presentations to South District CPC Department
• July of 2015 gave a safety presentation to the CPC Department companywide including Canada
• Provided internal and external customer service and issue resolution within defined timeframes and according to quality standards and expectations
• Established new and updates existing FedEx Ground scheduled pickups, which requires communication and coordination with sales, customers, Independent Contractor (IC)/Independent Service Provider (ISP) business contacts and station management
• Creates and maintains pickup files
• Responded to daily inquiries and requests for assistance from IC/ISP business contacts when contingencies are exhausted to support service recovery
• Performs requested pickup transfers and obtains customer approval for pickup window change to help provide an optimal pickup experience and ensure on-time pickups
• Monitored customer service requests related to on-road package status and coordinates customer communication to IC/ISP business contact/driver for notification and response
• Investigated calls regarding customer-perceived missed pickups and facilitates resolution
• Provides timely customer follow-up on disposition and documents for station management to be able to conduct appropriate business contact follow-up
• Surveyed new shippers regarding first scheduled pickup experience and follows up with appropriate departments as necessary to ensure expectations are met
• Contacted customers with non-productive pickup status to determine opportunities for schedule changes
• Reinforced and reiterated changes to CPC processes with IC/ISP and station management while working on daily pickup activity
• Awarded a purple promise on 6/13/2013 for an outstanding impact in my new role

• Monitored customer service operations to ensure quality standards were met.
• Initiated and maintained relationships with vendors, customers, and other stakeholders.
• Coordinated internal resources to resolve customer inquiries promptly.
• Provided support to management during decision-making processes related to operations.
• Conducted regular reviews of operational systems and identified areas for improvement.
• Performed routine maintenance checks on equipment used in operations.
• Worked closely with cross-functional teams to coordinate activities across departments.

• Inspected vehicles for mechanical items and safety issues, reported any problems to supervisor.
• Delivered packages to customers in a safe and timely manner according to established routes and time schedules.
• Assisted other drivers as needed during peak periods or emergency situations.
• Followed all applicable traffic laws while driving company vehicle.
• Provided courteous customer service when interacting with individuals at pick-up and delivery destinations.
• Collected payments for COD items when necessary.
• Performed pre-trip inspection of vehicle before leaving hub location.
• Handled customer complaints regarding lost or damaged packages in an efficient manner.
• Completed paperwork accurately documenting pickups and deliveries as required by company policy.
• Managed multiple stops per day using GPS navigation system.
• Transported hazardous materials in accordance with DOT regulations.
• Ensured compliance with all federal and state laws governing motor carrier operations such as hours of service regulations.
• Drove vehicles safely, obeying traffic laws and transportation procedures to avoid accidents.
• Promoted positive customer service by delivering on-time shipments and fully resolving issues.
• Determined optimal routes based on GPS application information and knowledge of local routes.
• Inspected vehicles' condition, supplies and equipment before and after trips

• Loaded and unloaded packages from delivery vehicles with manual and powered equipment.
• Inspected packages for damages or defects and recorded any issues found.
• Organized packages according to type, size, destination, and other specifications.
• Reported any lost or damaged items to supervisors immediately upon discovery.
• Maintained a clean work environment by removing debris from the loading dock area.
• Scanned and sorted packages according to destinations and service type using handheld scanner.
• Assisted in loading delivery trucks with prepared packages.