Oriana Pitts
Seattle
Summary
Dynamic Team Leader with a proven track record at FedEx Express, enhancing team productivity and quality through effective supervision and coaching. Excelled in fostering teamwork and collaboration, alongside problem-solving, to exceed performance goals. Skilled in staff education and giving constructive feedback, ensuring a safe and efficient work environment.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
10
10
years of professional experience
Work History
Customer Service Agent
Horizon Airlines
06.2024 - Current
- Provided accurate flight information and support to enhance passenger experience.
- Coordinated with ground staff to ensure timely boarding and service delivery.
- Assisted in training new agents on customer service protocols and systems.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Demonstrated empathy in handling difficult situations, fostering trust and loyalty among customers.
Team Leader
Fedex Express
09.2015 - 02.2024
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with employees/customers through positive attitude and attentive response.
- Maintained overall safe work environment with employee and enforcement of safety procedures.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Supervised team members to confirm compliance with set procedures and quality requirements.
Education
General Studies
Tacoma Community College
Tacoma, WA01.2011
High School Diploma - undefined
Camden Fairview High School
Camden, AR05.2009
Skills
- Teamwork & collaboration
- Problem solving
- Attention to Detail
- Team motivation
- Team supervision
- Coaching & Mentoring
- Goal setting
- Staff education & training
- Evaluation employee work
- Giving constructive feedback
- Flexible schedule
- Customer service
- Multitasking and organization
Timeline
Customer Service Agent
Horizon Airlines
06.2024 - Current
Team Leader
Fedex Express
09.2015 - 02.2024
High School Diploma - undefined
Camden Fairview High School
General Studies
Tacoma Community College