SHARON GUERRIERI
Customer Service Representative
Blue Rock,Ohio
Summary
Customer service professional with extensive experience at FedEx Services, focusing on package recovery and operational excellence. Proven track record in data analysis and algorithm optimization, leading to increased efficiency and customer satisfaction. Recognized for strong communication skills and strategic planning contributions in high-pressure environments. Expertise in problem-solving and multitasking ensures seamless operations and conflict resolution. Highly skilled Front Liner with background in providing excellent service and maintaining exceptional customer interactions. Strengths lie in communication, problem-solving and multitasking abilities, ensuring smooth operations at all times. Notable contributions include improving service efficiency, enhancing customer satisfaction, and resolving conflicts effectively. Demonstrated ability to work under pressure while maintaining professionalism and delivering high-quality results.
Overview
38
38
years of professional experience
Work History
MEMBER FRONTLINE ASSOCIATE
Sams Club -4947
Zanesville, Ohio
07.2020 - Current
- Supported membership by delivering information on types, programs, and benefits to current and prospective members.
- Processed memberships, upgrades, and account credits efficiently.
- Encouraged membership renewals to enhance retention rates.
- Participated in sales and marketing events to drive engagement.
- Completed marketing recaps and maintained required documentation accurately.
- Promoted value of Sam's Club products and services to boost awareness.
- Provided excellent customer service while managing returns and credit card payments.
- Assisted members with self-checkout processes and adapted to changing needs.
SENIOR CUSTOMER SUPPORT REP-OVERGOODS SPECIALITY RESEARCH
FEDEX Services
Whitehall, Ohio
03.2018 - 05.2019
- Executed package recovery for lost or damaged shipments within FedEx system.
- Established operational standards and procedures to effectively resolve customer and internal issues.
SENIOR OVERGOODS REP.
FEDEX Express
Columbus, Ohio
03.2003 - 02.2016
- Identify and retrieve packages lost within FEDEX Ground and Express systems lacking tracking information
SENIOR SERVICE AGENT
OSUA Station
Columbus, Ohio
11.2000 - 03.2003
- Managed extensive daily public contact to facilitate smooth operations.
- Processed signature releases and coordinated COD pre-alerts efficiently.
- Utilized Genesis System for scanning domestic and international airway bills.
- Expedited overlooked packages by operating the belt for various stakeholders.
- Handled processing and repacking of returns to overgoods and shippers.
- Resolved traces through diligent follow-up and problem-solving techniques.
- Executed Gatekeeper responsibilities, overseeing equipment assignments for couriers.
- Assigned essential equipment such as printers and trackers to optimize courier functions.
SENIOR SERVICE AGENT/ PRIMARY TRACE AGENT
GQQA Station
Columbus, Ohio
07.1995 - 11.2000
- Processed package returns through telephone communication and logistics coordination.
- Entered vendor bills into Vulcan System, ensuring accurate record-keeping.
- Expedited overlooked packages utilizing outside courier service for timely delivery.
- Managed all trace requests for the station to maintain accountability.
SENIOR SERVICE AGENT
OSUC Business Service Center
Columbus, Ohio
09.1993 - 07.1995
- Executed extensive customer outreach via telephone to enhance engagement.
- Addressed COD per-alert inquiries using strong written and verbal communication skills.
SENIOR SERVICE AGENT
OSUD Business Service Center
Columbus, Ohio
10.1991 - 09.1993
- Engaged extensively with customers to address inquiries and resolve issues.
- Accepted and processed inbound and outbound packages efficiently.
SENIOR SERVICE AGENT
OSUTC Drive Thru Center
Columbus, Ohio
01.1990 - 10.1991
- Maintained extensive and diverse customer contact to ensure satisfaction.
- Accepted and processed packages promptly and efficiently.
SERVICE AGENT
JRAE Business Service Center
New York, New York
04.1987 - 01.1990
- Extensive and diverse customer contact.
- I accepted and processed packages in a timely manner.
- My duties also included the opening and closing of the facility, and ensuring all packages processed correctly and all policies followed.
Education
AAS - Travel and Tourism
Kings borough Community College City University of New York
Brooklyn, NY01.1986
Graduate - travel related program
Pan-American School of Travel
New York01.1984
Graduate - Academic Program
Edward R. Morrow High School
Brooklyn, NY01.1983
Skills
- Algorithm development and optimization
- Customer service excellence
- Interpersonal skills
- Strong work ethics
- Adaptability
Accomplishments
. Bravo Zulu for Excellent Service going above and beyond to satisfied the customer on a daily basic.
. Nominated for the Sam's Club Healthcare Champion Award for directing,singing up and explaining to members the importance of keeping healthy and awareness to the services of the Pharmacy and Optical.
Timeline
MEMBER FRONTLINE ASSOCIATE
Sams Club -4947
07.2020 - Current
SENIOR CUSTOMER SUPPORT REP-OVERGOODS SPECIALITY RESEARCH
FEDEX Services
03.2018 - 05.2019
SENIOR OVERGOODS REP.
FEDEX Express
03.2003 - 02.2016
SENIOR SERVICE AGENT
OSUA Station
11.2000 - 03.2003
SENIOR SERVICE AGENT/ PRIMARY TRACE AGENT
GQQA Station
07.1995 - 11.2000
SENIOR SERVICE AGENT
OSUC Business Service Center
09.1993 - 07.1995
SENIOR SERVICE AGENT
OSUD Business Service Center
10.1991 - 09.1993
SENIOR SERVICE AGENT
OSUTC Drive Thru Center
01.1990 - 10.1991
SERVICE AGENT
JRAE Business Service Center
04.1987 - 01.1990
AAS - Travel and Tourism
Kings borough Community College City University of New York
Graduate - travel related program
Pan-American School of Travel
Graduate - Academic Program
Edward R. Morrow High School
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