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Ryan Peters
Zanesville,OH
Summary
Dynamic Senior Customer Service Agent with extensive experience in leading customer support initiatives. Skilled in conflict management and process improvement, contributing to higher customer satisfaction and retention rates through effective staff training and development.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Senior Customer Service Agent
Fedex Express
Zanesville, OH
09.2007 - Current
- Led customer support initiatives to enhance service quality and response efficiency.
- Resolved complex customer inquiries, ensuring high satisfaction through effective problem-solving techniques.
- Conducted training sessions for new hires, promoting adherence to company policies and standards.
- Participated in cross-functional projects to enhance overall business operations, contributing valuable insights from a customer service perspective.
- Served as an escalation point for challenging cases, applying expert problem-solving abilities to reach favorable outcomes for both customers and the company.
- Boosted positive feedback from customers through attentive listening, empathy, and tailored solutions.
Education
River Valley Highschool
Cheshire, OH05-1996
Skills
- Complaint handling
- Staff training
- Payment processing
- Customer retention
- Process improvement
- Customer support
- Documentation review
- Complaint resolution
- De-escalation techniques
- Quality assurance
- Credit card processing
- Conflict management
- Service recommendations
Certification
- Certified Dangerous Goods Agent, Fedex Express - 2008-Present
Timeline
Senior Customer Service Agent
Fedex Express
09.2007 - Current
River Valley Highschool
PSP Employee of the Quarter FY 25
I was surprised to learn I had won the award, but was honored nonetheless.