Summary
Overview
Work History
Education
Skills
Affiliations
References
Timeline
Generic

Lisa Staley

Cedar Rapids ,IA

Summary

Dynamic Senior Service Agent at FedEx Express with a proven track record in conflict resolution and customer engagement. Expertly managed address records and resolved complaints efficiently, enhancing service levels. Recognized for exceptional communication and problem-solving skills, consistently exceeding service goals while maintaining a positive and professional demeanor.

Overview

25
25
years of professional experience

Work History

Senior Service Agent

FedEx Express
Cedar Rapids, IA
03.2000 - Current
  • Utilized job-related software to prepare change of address records for timely deliveries.
  • Exceeded service goals through effective customer engagement practices.
  • De-escalated angry customers during phone interactions using approved scripts.
  • Resolved customer complaints efficiently and within established timeframes.
  • Provided information about shipments through telephone and in-person consultations.
  • Assisted customers with price checks and addressed various inquiries.
  • Collaborated with internal departments to address operational issues affecting service levels.
  • Engaged customers to understand needs and resolve shipment-related issues.
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

Education

Associate of Arts - Data Entry

Hawkeye Community College
Waterloo, IA
05-1998

Skills

  • Customer service
  • Conflict resolution
  • Data entry
  • Address management
  • Operational collaboration
  • Communication skills
  • Customer engagement
  • Inquiry resolution
  • Problem solving
  • Time management
  • Complaint handling
  • Product knowledge
  • Service improvement
  • Exceptional communication
  • Policy adherence
  • Email management
  • Active listening
  • Positive and professional
  • Punctuality and reliability

Affiliations

  • I enjoy gardening, canning and cooking in my free time.
  • I enjoy fishing and being outside in the summer months.
  • I take full advantage of all time I am able to spend with my daughter and family.

References

References available upon request.

Timeline

Senior Service Agent

FedEx Express
03.2000 - Current

Associate of Arts - Data Entry

Hawkeye Community College

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