Rose Facundo
Bay City,MI
Summary
Dynamic customer service professional with a proven track record at FEDEX, excelling in problem resolution and effective communication. Skilled in data entry and conflict de-escalation, I consistently enhance customer experiences and streamline processes, ensuring accuracy and efficiency in all operations. Dedicated to fostering positive relationships and achieving service excellence.
Overview
29
29
years of professional experience
Work History
Customer Service Agent
FEDEX
01.2019 - Current
- Resolved customer inquiries and issues effectively and efficiently via phone and email
- Provided customers with a positive experience at the front counter through attentive service.
- Collaborated with team members to enhance service processes, leading to improved customer satisfaction.
- Utilized software and tools to streamline processes, contributing to overall operational efficiency.
- Monitored shipment issues and resolved problems related to scan compliance.
- Processed task card documents to ensure accuracy of employee shift payroll hours.
- Reconciled discrepancies between clock in/out records and reports.
- Updated shift paperwork and produced accurate reports.
- Ensured all proper documentation is completed and filed appropriately.
Courier
FEDEX
08.1997 - 01.2019
- Built strong customer relationships by addressing questions and concerns promptly.
- Interpreted maps to optimize delivery routes.
- Managed time effectively to meet delivery schedules.
- Utilized handheld devices for tracking shipments and updates.
- Loaded and unloaded cargo from trucks, vans, and containers.
- Inspected vehicles for safety and operational readiness.
- Onboarded new couriers on best practices and company policies to ensure compliance.
- Adhered to traffic laws while operating company vehicle according to DOT regulations.
Education
Some College (No Degree) - Architectural Technology
Delta College
Bay City, MISkills
- Customer support
- Customer relations
- Troubleshooting issues
- Problem resolution
- Active listening
- Effective communication
- Attention to detail
- Multitasking skills
- Data entry
- Conflict management
- Customer dedication
Timeline
Customer Service Agent
FEDEX
01.2019 - Current
Courier
FEDEX
08.1997 - 01.2019
Some College (No Degree) - Architectural Technology
Delta College