Sabrina Bridges
Wesley Chapel,FL
Summary
Results-driven Service Assurance Agent with proven expertise in enhancing customer satisfaction and operational efficiency. Demonstrated ability in service performance analysis and team collaboration.
Detail-oriented professional with extensive experience in service quality assurance. Known for strong communication and conflict resolution skills, consistently achieving performance targets while fostering a culture of teamwork and accountability.
Service assurance specialist with strong background in maintaining operational efficiency and resolving service issues. Known for effective collaboration and adaptability, ensuring seamless support in dynamic environments. Expertise in troubleshooting, process optimization, and customer service, consistently delivering reliable results. Proven ability to integrate into teams and drive performance towards achieving organizational objectives.
Overview
29
29
years of professional experience
Work History
Service Assurance Agent
FedEx
Tampa, FL
06.2021 - Current
- Managed service quality assurance processes to enhance customer satisfaction and operational efficiency.
- Analyzed service performance metrics to identify areas for improvement and implement corrective actions.
- Collaborated with cross-functional teams to streamline communication and resolve service-related issues effectively.
- Conducted regular audits of service protocols, ensuring compliance with FedEx standards and best practices.
- Trained new team members on service assurance procedures, fostering a culture of accuracy and accountability.
- Consistently met or exceeded performance targets for service quality, response times, and problem resolution rates.
- Collaborated with team members to identify root causes of recurring problems, implementing measures to prevent future occurrences.
District Service Assurance Agent
FedEx
Fort Lauderdale, FL
10.2017 - 06.2021
- Monitored service performance metrics to ensure compliance with quality standards.
- Resolved customer inquiries and complaints through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to enhance operational efficiency and service delivery.
- Implemented process improvements that streamlined workflows and reduced response times.
- Analyzed service data to identify trends, recommending adjustments for improved customer satisfaction.
- Developed training materials and conducted workshops to enhance staff knowledge and skills.
Courier
FedEx
Ft. Lauderdale/Syracuse, NY/Naples, FL/Detroit, MI
10.2000 - 11.2017
- Delivered packages efficiently, ensuring timely and accurate service to customers.
- Operated delivery vehicles safely, adhering to traffic regulations and company policies.
- Maintained accurate records of deliveries and pickups using electronic tracking systems.
- Collaborated with team members to optimize delivery routes for improved efficiency.
- Assisted in training new couriers on safety protocols and operational procedures.
- Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality.
- Established lasting relationships with customers by delivering packages on time, interacting professionally, and responding promptly to questions.
Teamleader/Package Handler
FedEx
Detroit, MI
06.1997 - 11.2000
- Led team in efficient package sorting and distribution processes.
- Implemented workflow improvements, reducing processing time by optimizing resource allocation.
- Mentored junior staff on safety protocols and operational best practices.
- Coordinated cross-functional communication to enhance service delivery and customer satisfaction.
- Ensured compliance with safety standards, resulting in a reduction of workplace incidents.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Education
High School Diploma -
Frank Cody High School
Detroit, MI06-1995
Skills
- Stress tolerance
- Strong work ethic
- Attention to detail
- Multitasking and organization
- Excellent communication
- Computer skills
- Team collaboration
- Conflict resolution
- Documentation and reporting
Timeline
Service Assurance Agent
FedEx
06.2021 - Current
District Service Assurance Agent
FedEx
10.2017 - 06.2021
Courier
FedEx
10.2000 - 11.2017
Teamleader/Package Handler
FedEx
06.1997 - 11.2000
High School Diploma -
Frank Cody High School