Rayquan Graham
Summary
Results-oriented Operations Supervisor with expertise in team management and customer service. Proven skills in problem-solving, time management, and process optimization, enhancing customer satisfaction and operational efficiency. Experienced in complaint resolution and staff training, focused on improving customer experiences and team performance. Strong conflict mediation and multitasking capabilities drive effective service delivery.
Overview
6
6
years of professional experience
Work History
Customer Service Agent
Federal Express
Bedford, Ohio
10.2024 - Current
- Assisted customers with inquiries about shipping services and delivery options.
- Processed customer orders using FedEx shipping software and tools.
- Resolved customer complaints by implementing effective solutions and support.
- Coordinated with team members to ensure on-time package deliveries.
- Educated customers on tracking shipments and service features.
- Maintained accurate records of customer interactions and transactions.
- Supported training of new staff on customer service protocols and procedures.
- Resolved customer complaints quickly and efficiently.
- Achieved high customer satisfaction by delivering accurate and helpful responses.
- Answered incoming calls promptly and professionally within company standards.
- Managed high-volume of inbound and outbound customer calls.
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor.
- Processed refunds, returns, exchanges, and order cancellations according to policy.
- Followed up with customers via phone or email after purchase was made to ensure satisfaction.
- Performed administrative duties related to customer service such as filing documents or completing paperwork.
- Improved product knowledge on a continuous basis to provide optimal service and achieve sales quotas.
Operations Supervisor
FedEx:Ground
Secaucus, New Jersey
02.2020 - 10.2024
- Managed daily operations, including scheduling personnel, assigning tasks, and monitoring progress.
- Supervised daily operations, ensuring timely package processing and delivery to meet customer expectations.
- Coordinated workflow between sorting and loading teams to optimize efficiency.
- Monitored employee performance, providing constructive feedback to enhance individual development and team effectiveness.
- Trained staff on safety protocols and operational procedures to enhance workplace safety.
- Enforced compliance with company policies and standards during daily operations.
- Ensured compliance with all safety regulations in the workplace.
- Assisted in scheduling shifts to align staffing with operational demands, optimizing workflow and resource allocation.
- Trained new employees on proper job functions and company policies and procedures.
- Developed training materials for new hires to streamline onboarding processes.
- Conducted regular meetings with staff members to discuss any issues or concerns they may have had.
- Resolved customer complaints in a timely manner to maintain customer satisfaction.
- Provided support to other departments to meet organizational goals.
- Assisted in the hiring process by conducting interviews and making recommendations for new hires.
Education
Bachelor of Arts - Criminal Justice
Nassau Community College
Garden City, NYSkills
- Customer service
- Customer complaint resolution
- Customer relationship management
- Order processing
- Returns processing
- Complaint handling
- FedEx software
- Time management
- Problem solving
- Decision-making
- Records management
- File organization
- Switching Trailers
- Staff training
- Reliability and punctuality
- Customer focus
- Team supervision
- Performance monitoring
- Multitasking and organization
- Relationship building
Timeline
Customer Service Agent
Federal Express
10.2024 - Current
Operations Supervisor
FedEx:Ground
02.2020 - 10.2024
Bachelor of Arts - Criminal Justice
Nassau Community College