Maydelin Fernandez
Pembroke Pines,FL
Work Preference
Summary
Dynamic professional with extensive experience at FedEx Freight, excelling in customer service and project management. Proven track record in enhancing operational efficiency by 30% through innovative scheduling technologies. Adept at problem-solving and fostering teamwork, consistently delivering results under pressure. Skilled in data analysis and communication, driving continuous improvement and client satisfaction.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Dynamic individual with hands-on experience in [Area of expertise] and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Pursuing full-time role that presents professional challenges and leverages interpersonal skills, effective time management, and problem-solving expertise.
Overview
33
33
years of professional experience
Work History
Customer Center Support
Fedex Freight
12.2005 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Strengthened communication skills through regular interactions with others.
- Adaptable and proficient in learning new concepts quickly and efficiently.
- Learned and adapted quickly to new technology and software applications.
- Proved successful working within tight deadlines and a fast-paced environment.
- Developed and maintained courteous and effective working relationships.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Appointment Scheduler
FedEx Freight
12.2005 - Current
- Coordinated appointment schedules to optimize client availability and service efficiency.
- Managed calendar systems, ensuring timely updates and accurate scheduling across departments.
- Communicated with clients to confirm appointments, enhancing customer satisfaction and retention.
- Developed streamlined processes for booking procedures, reducing scheduling errors significantly.
- Analyzed appointment data to identify trends, improving resource allocation and service delivery.
- Led initiatives to implement new scheduling technologies, increasing operational efficiency by 30%.
- Provided excellent customer service through attentive listening, empathetic communication, and efficient problem-solving during the scheduling process.
- Answered phone calls and answered questions from potential customers.
- Managed high call volume while maintaining professionalism and accuracy when gathering client information for appointment bookings.
- Acted as first point of contact and set appointments for prospective clients.
- Acted as a reliable point of contact for clients, addressing concerns or questions about their appointments with professionalism and tact.
- Enhanced customer satisfaction with timely and accurate appointment confirmations and reminders.
- Handled complaints and questions, and re-directed calls to other team members.
- Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
- Maintained a comprehensive understanding of company policies and procedures in order to effectively communicate them to clients during the scheduling process.
- Increased appointment scheduling efficiency by implementing user-friendly software systems.
- Demonstrated adaptability by quickly learning new technologies and processes as they were introduced into the workplace environment.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Set up appointments with interested customers according to schedule availability.
- Made average of [Number] outbound and inbound calls per day.
- Followed up with customers to confirm satisfaction with purchases and resolve last-minute issues.
- Overcame objections using friendly, persuasive strategies.
Collections Agent
FedEx Freight
12.2005 - Current
- Managed delinquent accounts to ensure timely payments and reduce outstanding balances.
- Facilitated communication with customers to negotiate payment plans and resolve disputes.
- Documented account activities accurately in collections software to maintain up-to-date records.
- Trained new team members on collection protocols and best practices for customer interaction.
- Developed reports on account status and recovery rates for senior management review.
- Built rapport with customers by demonstrating understanding of their situation while seeking fair resolutions.
- Processed payments and applied to customer balances.
- Negotiated to collect balance in full.
- Achieved successful debt collection results by utilizing negotiation skills and developing customized payment plans.
- Provided exceptional customer service by empathizing with clients'' financial situations while working towards mutually beneficial solutions.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Enhanced client relationships by consistently maintaining clear communication and promptly addressing concerns.
- Trained new collections representatives on collections processes and incentivized team members to achieve production goals.
- Negotiated with account holders to devise repayment plans and minimize collections receivables.
- Contributed to a positive team atmosphere by providing support, sharing knowledge, and participating in departmental initiatives.
- Promoted a positive work environment by contributing innovative ideas for process improvement within the team.
- Trained new team members on scripts, company services, and collection strategies.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Processed debtor payments and updated accounts to reflect new balance.
Customs Clerk
FedEx Freight
12.2005 - Current
- Processed customs documentation ensuring compliance with regulations and company policies.
- Coordinated shipment clearances, reducing delays and improving operational efficiency.
- Assisted in resolving customs-related inquiries, enhancing customer satisfaction.
- Maintained accurate records of imported/exported goods for regulatory reporting.
- Trained new staff on customs procedures and best practices for efficient workflows.
- Led cross-departmental collaboration to address complex customs issues effectively.
Invoicing Clerk
FedEx Freight
12.2005 - Current
- Processed and issued invoices for freight services, ensuring accuracy and timeliness.
- Utilized invoicing software to manage customer accounts and billing inquiries.
- Reconciled discrepancies between billed amounts and service records, improving accuracy.
- Collaborated with operational teams to resolve billing issues, enhancing customer satisfaction.
- Enhanced customer satisfaction by promptly resolving invoice-related disputes and discrepancies.
- Maintained up-to-date client information in the invoicing system, reducing delays due to incorrect data.
- Coordinated with other departments for smooth interdepartmental communication related to invoicing tasks.
- Processed customer invoices, credit memos and payments within established timelines.
- Managed invoicing and payment processing operations.
Special Events Coordinator
Norwegian Cruise Lines
05.1995 - 10.2004
- Coordinated logistics for onboard events, ensuring seamless execution and guest satisfaction.
- Developed creative themes and concepts for events, enhancing guest engagement and experience.
- Collaborated with vendors to secure necessary services, managing contracts and negotiations effectively.
- Oversaw event budgets, optimizing resource allocation and controlling expenses efficiently.
- Implemented feedback mechanisms to assess event success, driving continuous improvement initiatives.
- Established partnerships with local businesses for enhanced event offerings and unique experiences.
- Led cross-departmental teams to ensure cohesive planning and execution of large-scale events onboard ships.
- Designed custom event layouts that maximized available space while maintaining a visually pleasing aesthetic.
- Provided exceptional on-site support during events, addressing any issues promptly and professionally.
- Implemented creative solutions for venue challenges, optimizing space usage and enhancing the overall guest experience.
- Staffed events by maintaining roster of available personnel and reliable service providers.
- Facilitated communication between internal events personnel and external vendors to quickly resolve any conflicts or concerns.
- Organized and implemented [Type] events with as many as [Number] guests.
- Greeted patrons and participants at events to guide guests to locations and answer questions.
- Collaborated with vendors and suppliers to ensure seamless delivery of exceptional event services.
- Fostered positive relationships with clients, leading to repeat business and strong customer satisfaction ratings.
- Negotiated favorable agreements with vendors and facilities to keep costs low and fulfill contract budget requirements.
- Facilitated clear communication between clients, team members, and stakeholders throughout the entire event planning process.
- Increased event attendance through targeted marketing efforts and engaging promotional materials.
- Managed budgets effectively, consistently meeting financial goals while delivering high-quality events.
- Maintained detailed records of past events to improve future planning strategies and streamline processes.
- Negotiated favorable contracts with vendors, securing advantageous pricing structures for clients.
- Coordinated efficient set-up and clean-up for each event for quick facilities turnarounds.
- Inspected proposed event facilities to identify problems with maintenance and cleaning and coordinate resolutions.
- Managed registration process efficiently, ensuring smooth check-in experiences for attendees.
- Developed comprehensive timelines, ensuring all tasks were completed on schedule for seamless event execution.
- Supervised staff during events and maintained efficient performance.
- Coordinated schedules and timelines for events.
- Developed detailed event reports, documenting all aspects of each event.
- Utilized social media to promote events and increase attendance.
- Researched and identified new vendors and suppliers to obtain competitive pricing.
- Coordinated transportation and parking arrangements for guests and vendors.
- Trained and supervised event staff to complete tasks on time.
- Coordinated travel and accommodations for event attendees.
- Negotiated contracts with venues, vendors and suppliers to obtain best rates and services.
- Oversaw event registration process by collecting and tracking attendee information.
Reservation Agent
Norwegian Cruise Line
02.1993 - 05.1995
- Processed customer reservations using proprietary booking systems for enhanced efficiency.
- Assisted clients in selecting travel options and accommodations tailored to individual preferences.
- Resolved customer inquiries and issues, ensuring satisfaction and repeat business through effective communication.
- Collaborated with team members to streamline reservation workflows, reducing processing time by implementing best practices.
- Trained new staff on reservation protocols and system functionalities, fostering a knowledgeable team environment.
- Analyzed booking trends to optimize inventory management and improve availability for peak travel seasons.
- Monitored system performance and provided feedback for software enhancements to improve user experience.
- Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
- Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
- Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
- Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
- Resolved various issues and discrepancies for customers.
- Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
- Handled billing information over phone.
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
- Informed clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
- Worked closely with front desk to achieve full occupancy of property.
- Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
- Consistently met performance targets in both call handling time and customer service ratings, contributing to the overall success of the reservations department.
- Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.
- Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
- Provided customers with information about availability and pricing.
- Handled reservations and answered questions from interested patrons for busy [Number]-room hotel.
- Resolved billing discrepancies efficiently by coordinating efforts with accounting personnel to ensure timely resolution for all parties involved.
- Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
- Maintained awareness of types of rooms available in different resort locations.
- Updated reservation records with high accuracy, maintaining integrity of booking information.
- Conducted follow-up calls to ensure customer satisfaction and gather feedback for service improvement.
- Enhanced customer loyalty by creating rewards program for frequent travelers, encouraging repeat business.
- Resolved customer complaints with empathy and quick problem-solving, leading to decrease in negative feedback.
- Negotiated with service providers to secure best possible rates, passing savings on to customers.
- Participated in weekly team meetings to discuss challenges and brainstorm solutions, fostering culture of continuous improvement.
- Trained new agents in reservation software and customer service excellence, elevating overall team's performance.
- Maintained up-to-date knowledge of travel restrictions and safety protocols, advising customers accordingly.
- Coordinated with transportation and accommodation providers to manage bookings during peak seasons without overbooking.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
- Provided follow through on all calls with confirmations and dissemination of requested information.
- Engaged customers to find amiable and appropriate solutions to transportation issues and conflicts.
- Produced and shared customer service reports to support management decision-making.
Education
Associate of Arts - Hospitality And Tourism Management
Hialeah High
Hialeah, FL06-1987
Skills
- Data analysis
- Project management
- Customer service
- Sales strategy
- Inventory control
- Friendly, positive attitude
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking
- Excellent communication
- Critical thinking
- Computer skills
- Organizational skills
- Calm under pressure
- Active listening
- Organization and time management
- Decision-making
- Problem resolution
- Verbal communication
- Customer relations
Accomplishments
- Documented and resolved [Issue] which led to [Results].
- Achieved [Result] by introducing [Software] for [Type] tasks.
- Achieved [Result] by completing [Task] with accuracy and efficiency.
BRAVO ZULO
Excellent Customer Service going above and beyond . Providing the Purple Promise to our customers .
Languages
English
Full Professional
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Customer Center Support
Fedex Freight
12.2005 - Current
Appointment Scheduler
FedEx Freight
12.2005 - Current
Collections Agent
FedEx Freight
12.2005 - Current
Customs Clerk
FedEx Freight
12.2005 - Current
Invoicing Clerk
FedEx Freight
12.2005 - Current
Special Events Coordinator
Norwegian Cruise Lines
05.1995 - 10.2004
Reservation Agent
Norwegian Cruise Line
02.1993 - 05.1995
Associate of Arts - Hospitality And Tourism Management
Hialeah High