Rhonda Resas
Austin
Summary
Dynamic Sr. Customer Service Representative with expertise in conflict management and teamwork. Successfully trained new staff and collaborated with cross-functional teams to elevate customer satisfaction and drive operational improvements.
Overview
14
14
years of professional experience
Work History
Sr Customer Service Representative
Fedex Express
Austin, TX
11.2020 - Current
- Resolved customer inquiries regarding shipping, tracking, and delivery processes.
- Trained new team members on company policies and customer service protocols.
- Implemented process improvements to enhance efficiency in issue resolution.
- Collaborated with cross-functional teams to address customer feedback and improve service quality.
Courier
Fedex Express
Austin, Tx
08.2017 - 11.2020
- Delivered packages efficiently, ensuring timely service and customer satisfaction.
- Operated delivery vehicles in compliance with safety regulations and company policies.
- Managed daily route planning to optimize delivery schedules and reduce delays.
Team Leader
Fedex Express
Memphis, TN
08.2012 - 08.2017
- Led team in daily operations, ensuring efficient package sorting and delivery processes.
- Implemented workflow improvements, enhancing operational efficiency and reducing delays.
- Trained new staff on safety protocols and operational procedures to maintain high performance standards.
Education
High School Diploma -
Southaven High School
Southaven, MSSkills
- Customer support
- Complaint resolution
- Quality assurance
- Payment processing
- Staff training
- Conflict management
- De-escalation techniques
- Floor supervision
- Team monitoring
- Problem resolution
- Calm under pressure
- Teamwork and collaboration
- Employee coaching
Timeline
Sr Customer Service Representative
Fedex Express
11.2020 - Current
Courier
Fedex Express
08.2017 - 11.2020
Team Leader
Fedex Express
08.2012 - 08.2017
High School Diploma -
Southaven High School