Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rosalind Baysah

North Richland Hills,TX

Summary

Results-oriented professional with over 30 years of customer service experience, providing exceptional support in both face-to-face and phone-based roles. Demonstrated ability to resolve complex customer issues and maintain high satisfaction levels. Proven track record of success in training, operations, and problem-solving roles. I am known for my unquestionable dependability and always being ready for new opportunities. I will prove my ability to move into needed roles when asked, and welcome new challenges, to meet them with a persistent work ethic to get the job done. I'm always determined to work out projects that require thought and hands-on experience. I am also proficient in Microsoft Word, Outlook, PowerPoint, and have a working knowledge of Excel.

Overview

27
27
years of professional experience

Work History

Assistant Training Liaison

FedEx
01.2024 - Current
  • Supported training initiatives for new hire classes and trainers.
  • Aided in the development of training materials, contributing to the ongoing education of team members and improved performance outcomes.
  • Contributed to the development and implementation of training tools that promoted knowledge retention and engagement.
  • Mentored junior staff on best practices for customer service and operational procedures.

Customer Relations Representative / Subject Matter Expert (SME)

FedEx
10.2005 - Current
  • Resolve complex in-store and online customer service issues for FedEx Office clients.
  • Serve as the designated SME, supporting team members with issue resolution and operational guidance.
  • Participate in alignment team initiatives to improve product and service delivery across FedEx Office and seller platforms.

Reach Deployment Team Member

FedEx
08.2014 - Current
  • Helped transition call center operations to remote work.
  • Prepared and supported remote access tools and troubleshooting for customer representatives.

Training Assistant / Social Media Response Team Member (SPA)

FedEx
01.2011 - Current
  • Developed training materials and resources, ensuring alignment with operational standards and employee needs. All while streamlining access to resources for trainers and participants alike.
  • Provided subject matter expertise to OCAT (Operations Customer Assistance Team).
  • Responded to customer inquiries through email and social media as part of SPA.
  • Assisted in evaluating trainee performance, providing constructive feedback to improve skills and competencies.

New Hire Performance Coach / MOD Assist

FedEx
01.2007 - Current
  • Guided new hires in developing customer service skills and answering inquiries.
  • Provided floor support and acted as a knowledge resource during onboarding.
  • Helped to design training for new employees and increased company retention and productivity.
  • Trained and mentored 20+ new personnel hired to fulfill various roles.
  • Identified workers with specific skill sets, to recommend for other positions, increasing internal hiring.

Senior Customer Service Representative - FedEx TechConnect

FedEx
01.2005 - Current
  • Delivered high-quality support and resolved issues across multiple FedEx operating companies.
  • Built strong customer relationships by ensuring seamless, solutions-focused service.
  • Collaborated with cross-functional teams to streamline operations and improve response times.
  • Enhanced customer satisfaction by promptly addressing and resolving complex inquiries and complaints.

Owner/Operator - In-Home Daycare

Self-Employed
01.1999 - 04.2004
  • Owned and managed a licensed daycare serving children aged 6 weeks to 12 years.
  • Oversaw all operational functions, including staffing, curriculum, and family engagement.
  • Maintained consistent quality care and built long-term relationships with families.

Education

Some College (No Degree) - Education

Tarrant County College
Hurst TX

Skills

  • Proficient in customer support
  • Adept at utilizing Microsoft Office applications
  • Employee growth strategies
  • Remote operational support
  • Proficient in FedEx service offerings
  • Guiding professional development
  • Skilled in teamwork dynamics
  • Representative experience

Timeline

Assistant Training Liaison

FedEx
01.2024 - Current

Reach Deployment Team Member

FedEx
08.2014 - Current

Training Assistant / Social Media Response Team Member (SPA)

FedEx
01.2011 - Current

New Hire Performance Coach / MOD Assist

FedEx
01.2007 - Current

Customer Relations Representative / Subject Matter Expert (SME)

FedEx
10.2005 - Current

Senior Customer Service Representative - FedEx TechConnect

FedEx
01.2005 - Current

Owner/Operator - In-Home Daycare

Self-Employed
01.1999 - 04.2004

Some College (No Degree) - Education

Tarrant County College
Rosalind Baysah