Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

MONICA WISE

Wylie

Summary

Results-driven quality assurance specialist with extensive experience in customer service. Adept at identifying customer needs and providing tailored solutions. Committed to fostering collaboration within teams to achieve service excellence and continuous improvement.

Overview

23
23
years of professional experience

Work History

QULAITY ASSURANCE

FedEx
PLANO
06.2023 - Current
  • Completed day-to-day duties accurately and efficiently.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Identified needs of customers promptly and efficiently.
  • Provided excellent service and attention to customers when face-to-face or through phone conversations.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Worked with cross-functional teams to achieve goals.
  • Approached customers and engaged in conversation through use of effective interpersonal and people skills.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Recognized by management for providing exceptional customer service.

Customer Service Representative

FedEx
PLANO
04.2004 - 06.2023
  • Assisted customers with inquiries and provided accurate information on services.
  • Processed shipments and managed tracking updates for customer orders.
  • Resolved customer complaints through effective communication and problem-solving skills.
  • Utilized FedEx shipping software to create labels and manage shipping documentation.
  • Educated customers on shipping options and package preparation best practices.
  • Responded promptly to calls and emails, ensuring timely assistance for all inquiries.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Developed strong customer relationships to encourage repeat business.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Performed administrative tasks such as filing paperwork, updating databases and generating reports.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.

Package Handler

FedEx
Garland
07.2002 - 04.2004
  • Loaded and unloaded cargo from delivery trucks following safety protocols.
  • Inspected packages for damage before processing for shipment.
  • Assisted in training new employees on proper handling procedures.
  • Assisted in loading delivery trucks with prepared packages.
  • Scanned and sorted packages according to destinations and service type using handheld scanner.
  • Loaded and unloaded packages from delivery vehicles with manual and powered equipment.
  • Braced, padded and supported items in packages to prevent shifting and damages.
  • Worked flexible hours, including weekends and holidays, to meet business needs.

Education

Business Administration

THOMAS WOOTTON HIGH SCOOL
Rockville, MD
06-1984

Some College (No Degree) - Business

Montgomery College
Rockville, MD

Skills

  • Quality assurance
  • Customer service
  • Problem solving
  • Communication skills
  • Cross-functional collaboration
  • Order management
  • Customer relationship management
  • Problem resolution

Accomplishments

CEN SUNBELT DISTRICT AGENT OF THE MONTH

DNEA EMPLOYEE OF THE MONTH SEPTEMBER 2022

PURPLE PROMISE SENIOR MANAGER AWARD APRIL 2022

DNEA EMPLOYEE OF THE MONTH AWARD SEPTEMBER 2023

Timeline

QULAITY ASSURANCE

FedEx
06.2023 - Current

Customer Service Representative

FedEx
04.2004 - 06.2023

Package Handler

FedEx
07.2002 - 04.2004

Business Administration

THOMAS WOOTTON HIGH SCOOL

Some College (No Degree) - Business

Montgomery College

Similar Profiles

CREATE PROFILE