Mortica Bennett-Carter
Garland,TX
Summary
Exceptional technical support and customer service professional with strong problem-resolution skills. Enthusiastic, eager to learn, and contribute to team success. Ability to provide exceptional support and resolve customer inquiries with positive outcomes. Strong work ethic and positive attitude. Ready to contribute and make a positive impact.
Overview
35
35
years of professional experience
Work History
Tech Support
FedEx
Plano, TX
06.2020 - Current
- Provided technical support to users experiencing difficulties accessing server resources.
- Support, when needed, for troubleshooting product issues or resolving customer complaints.
- Support users regarding hardware and networking issues.
- Supported the migration of legacy systems to new technology platforms.
- Provided customer service support to customers with inquiries, complaints, and technical issues.
- Provided technical support to other departments within the organization as needed.
- Provided technical support to staff members regarding equipment operation and troubleshooting issues.
- Provided technical support to internal customers in the use of network equipment and services.
- Provided technical support to customers via email, phone and online chat.
- Participated in brainstorming sessions to generate ideas for improving the efficiency of the technical support team.
- Assisted customers with technical support inquiries, troubleshooting hardware and software issues.
Social Media Specialist
FedEx
PLANO, TX
08.2016 - 06.2020
- Maintained the company's social media presence by answering posts, monitoring responses, and making outbound calls if necessary.
- Communicated clearly and concisely, both orally and in writing.
- Responded to customers' inquiries and resolved issues promptly.
FEDEX OFFICE CUSTOMER RELATIONS/SME
FedEx
PLANO, TX
08.2013 - 08.2016
- Provided primary customer support and procedures to the FedEx Office Customer Relations team, and team members at FedEx Office Retail Centers in the U.S.
- Documented, submitted, and resolved customer compliments and complaints.
- Investigated customer complaints in order to determine the root cause, then implemented corrective action plans accordingly, with help from local and senior FedEx Office Retail managers.
- Managed customer inquiries with a focus on providing timely responses. resolutions while maintaining excellent customer service levels.
- Provided excellent service and attention to customers through phone conversations.
CUSTOMER SERVICE ADVOCATE
FedEx
PLANO, TX
02.2006 - 03.2013
- Provided training support for new employees on proper techniques for dealing with challenging customers.
- Handled escalated calls for front-line associates to address complex issues and restore customer satisfaction.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Worked closely with other departments to ensure quality customer service delivery.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Worked closely with other departments to ensure customer satisfaction was met.
- Resolved customer issues in a timely manner while maintaining a professional attitude.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Identified needs of customers promptly and efficiently.
- Recognized by management for providing exceptional customer service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Answered escalation calls from irate customers.
- Helped to find an acceptable resolution for complex calls.
Customer Service Representative
FedEx
Plano, TX
06.1990 - 06.2006
- Provided exceptional customer service to ensure customer satisfaction.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Maintained a high level of professionalism when dealing with difficult customers.
- Answered customer inquiries and provided accurate information regarding products and services.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Assisted customers with filing claims for damaged or lost shipments.
- Compared and verified identifying information of outgoing shipments.
- Provided support for internal teams during peak periods of activity.
Education
PSYCHOLOGY
University of Louisiana At Monroe
Monroe, LAHigh School Diploma -
FAIR PARK HIGH SCHOOL
Shreveport, LASkills
- Technical troubleshooting
- Customer service
- Problem solving
- Effective communication
- Product knowledge
- Technical documentation
- Time management
- Legacy system migration
- Problem-solving
- Issue resolution
- Process improvement
- Teamwork and collaboration
- Analytical thinking
Custom
- I continuously engage in professional development by exploring tools and resources to enhance my professional knowledge; FLC, KNOWLEDGE ARTICLES, PERCIPO, KNOWLEDGE COMMUNITY, and outside of FedEx, COURSERA
Timeline
Tech Support
FedEx
06.2020 - Current
Social Media Specialist
FedEx
08.2016 - 06.2020
FEDEX OFFICE CUSTOMER RELATIONS/SME
FedEx
08.2013 - 08.2016
CUSTOMER SERVICE ADVOCATE
FedEx
02.2006 - 03.2013
Customer Service Representative
FedEx
06.1990 - 06.2006
PSYCHOLOGY
University of Louisiana At Monroe
High School Diploma -
FAIR PARK HIGH SCHOOL