Summary
Overview
Work History
Education
Skills
Timeline
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Melissa Torres

Grand Prairie ,Texas

Summary

Dynamic professional with a proven track record at FedEx Corporation, enhancing customer satisfaction and streamlining operations. Skilled in computer proficiency and exceptional communication, I excel in problem-solving and customer relations, significantly improving service delivery and team cohesion. Achieved notable customer retention through innovative strategies and effective conflict resolution. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

22
22
years of professional experience

Work History

Sr. Service Agent

FedEx Corporation
12.2016 - Current
  • Input data and monitor FedEx systems such as InControl, Genesis and all of which help FedEx Express's daily functions run smoothly. Create domestic/international shipments, troubleshoot all customer issues, ensure recipients get their packages on time, and have a good experience with our company.
  • Collaborate with every workgroup in my station to resolve problems quickly, maintain and check in/out equipment for our entire station, and ensure the safety of all packages and sensitive customer information.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Trained new personnel regarding company operations, policies and services.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Established open lines of communication within the team, fostering an environment of collaboration and support.
  • Maintained up-to-date knowledge of product and service changes.
  • Cross-trained and backed up other customer service managers.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.

Package Handler

FedEx Corporation
04.2014 - 06.2015
  • Used hand-held scanners to accurately scan item into ULD'S for transport.
  • Maximized space utilization within uld's through effective stacking and arranging of packages, minimizing shipment delays.
  • Loaded and unloaded materials onto and off of trucks for fast shipment.
  • Exceeded performance expectations during peak seasons, managing high volumes of shipments without compromising on quality or timeliness.
  • Maintained clean, orderly work environment free of hazards.
  • Removed jams and unblocked conveyor system to maintain flow of goods.
  • Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
  • Proved successful working within tight deadlines and a fast-paced environment.
  • Followed safety regulations to maintain safe work environment.
  • Reduced damage rates for packages through careful handling and adherence to safety protocols.

Certified Medical Assistant

Family Orthopaedics
02.2012 - 02.2014
  • Provided compassionate care for patients, addressing their concerns and ensuring a positive experience.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Educated patients on preventative care measures, effectively reducing the risk of future health complications.
  • Increased patient safety by meticulously following infection control protocols and maintaining a sterile environment.
  • Prepared lab specimens for diagnostic evaluation.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Promoted office efficiency, coordinating charts, completing insurance forms, and helping patients with diverse needs.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Assisted with routine checks and diagnostic testing by collecting and processing specimens.
  • Contributed to a welcoming atmosphere at the practice by greeting patients warmly upon arrival, checking them in efficiently, and answering any questions they had about their visit or overall healthcare needs.

Assistant Manager

Sherri Livecchi
03.2003 - 10.2010
  • Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
  • Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Maintained a clean, safe, and organized store environment to enhance the customer experience.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Coordinated with vendors to ensure timely delivery of products and resolve any supply chain issues.
  • Completed regular inventory counts to verify stock levels, address discrepancies, and forecast future needs.
  • Enforced company policies consistently while handling disciplinary actions when necessary with fairness and respect.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Ensured compliance with all safety regulations by conducting regular inspections of equipment/operations within the store.
  • Self-motivated, with a strong sense of personal responsibility.
  • Proven ability to learn quickly and adapt to new situations.
  • Excellent communication skills, both verbal and written.
  • Paid attention to detail while completing assignments.
  • Learned and adapted quickly to new technology and software applications.

Education

Associate Degree in Medical Assisting - Medical

Med Vance
Grand Prairie, TX
06.2011

High School Diploma -

New Image Christian Academy
Arlington, TX
07.1999

Skills

  • Exceptional communication
  • Client Retention Strategies
  • Policy Adherence
  • Customer Service
  • Problem-solving abilities
  • Critical Thinking
  • Problem Resolution
  • Customer Relations
  • Call center experience
  • Computer Proficiency
  • Conflict Resolution
  • Documentation
  • Team Development
  • Follow-up skills
  • Administrative Support

Timeline

Sr. Service Agent

FedEx Corporation
12.2016 - Current

Package Handler

FedEx Corporation
04.2014 - 06.2015

Certified Medical Assistant

Family Orthopaedics
02.2012 - 02.2014

Assistant Manager

Sherri Livecchi
03.2003 - 10.2010

Associate Degree in Medical Assisting - Medical

Med Vance

High School Diploma -

New Image Christian Academy

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Melissa Torres