Santana Swan
Owego,NY
Summary
Reliable OS&D Clerk with background in logistics and transportation, handling overages, shortages, and damages. Skilled in inventory management, data entry, and documentation while ensuring customer satisfaction. Possess strong problem-solving skills with ability to resolve discrepancies effectively. Successful track record of improving operational efficiency and reducing errors.
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
13
13
years of professional experience
2011
2011
years of post-secondary education
Work History
OS&D Clerk
FedEx Freight
Owego, NY
07.2013 - Current
- Monitored shipments for discrepancies and reported findings to team leads.
- Processed claims for damaged or lost freight in a timely manner.
- Utilized FedEx tracking systems to verify shipment statuses and resolve issues.
- Communicated effectively with customers to address concerns regarding shipments.
- Assisted in training new staff on OS&D procedures and best practices.
- Maintained detailed records of all OS&D activities for compliance purposes.
- Utilized computer software systems to track orders, generate reports, manage data files.
- Organized, inventoried, and stored incoming stock in designated areas.
- Created labels and packing slips for outbound shipments.
- Processed customer orders in a timely manner, ensuring accuracy and satisfaction.
- Evaluated cargo condition upon receipt.
- Thoroughly recorded damages on bills of lading prior to returning to vendors.
- Processed returns for damaged or incorrect items.
- Prepared documentation to track and report on damaged or missing items.
- Matched bills of lading with actual merchandise received, examined for damaged goods and organized distribution to appropriate departments.
- Obtained required documentation to process shipments and support movement.
- Communicated with carrier representatives to follow specific procedures and make special delivery arrangements.
- Compared and verified identifying information of outgoing shipments.
- Organized letters, circulars, and other documents for efficient envelope insertion and distribution.
Customer Service Representative
FedEx Freight
Owego, NY
07.2013 - Current
- Provided exceptional support to customers through various communication channels.
- Resolved customer inquiries regarding shipping and delivery processes efficiently.
- Collaborated with team members to streamline customer service procedures.
- Managed customer accounts and ensured accurate information was maintained.
- Assisted in training new representatives on company policies and systems.
- Handled escalated issues with professionalism and empathy towards customers.
- Utilized FedEx systems to track shipments and update customers promptly.
- Ensured compliance with company policies during all customer interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Developed positive relationships with customers through friendly interactions.
- Conducted regular follow-up calls with customers after resolving their issues.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
Education
Skills
- Shipment tracking
- Freight damage processing
- Documentation management
- Inventory control
- Compliance monitoring
- Team training
- Problem solving
- Effective communication
- Attention to detail
- Conflict resolution
- Time management
- Shipping procedures
- OS&D regulations
- Product knowledge
- Organization and prioritization
- Safety procedures
- Vendor coordination
- Verbal and written communication
- Teamwork and cooperation
- Shipping documentation
- Delivery scheduling
- Shipping label preparation
- Shipping and receiving
- Punctual and reliable
- Packing and crating
- Self-motivated and independent
- Inventory management
- Heavy lifting
- Skid building
- Hazardous materials handling
- Safety and compliance
- Labeling accuracy
- Package handling
- Shipping and receiving tracking
- Shipment coding
- Experience in auditing
- Task prioritization
Timeline
OS&D Clerk - FedEx Freight
07.2013 - Current
Customer Service Representative - FedEx Freight
07.2013 - Current
Susquehanna Valley - ,