Sharon Knowles
Memphis,TN
Summary
Adept at leveraging exceptional customer service and problem-solving skills honed at FedEx and PSI, I excel in enhancing customer satisfaction and streamlining operational efficiency. With expertise in data entry and critical thinking, I significantly improve processing times and resolve customer issues, fostering strong relationships and operational excellence.
Overview
31
31
years of professional experience
Work History
FEMA Helpline Agent (Remote)
PSI
Memphis, TN
07.2024 - Current
- Responded to client inquiries and resolved issues promptly.
- Completed research to thoroughly understand client requirements.
- Maintained accurate records of all customer interactions, process customer accounts and file documents.
- Developed customer relationships and ensured satisfaction with services.
- Responded promptly to customer inquiries and complaints in a professional manner.
- Responded promptly to customer service calls and inquiries from diverse groups of individuals.
- Provided customer service to clients through phone and email communication.
- Enhanced customer satisfaction ratings by effectively and swiftly resolving issues.
- Utilized CRM systems to track client interactions and progress.
- Assisted with customer requests and answered questions to improve satisfaction.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Updated and maintained databases with current information.
Sr. Intl. Doc. Agent
FedEx
10.2004 - Current
- Prepare and manage documentation for international shipments, ensuring compliance with import and export regulations for the United States
- Conduct trend analysis on international shipments to identify patterns and improve processing efficiency
- Provide timely and effective customer service by responding to inquiries and resolving issues through email and phone communication
Report Analyst
William Somona
05.2001 - 01.2006
- Prepared and distributed accurate managerial reports and trend analyses to facilitate informed decision-making for daily meetings
- Coordinated stock withdrawal processes and executed production wave schedules to support operational efficiency
- Uphold strict data privacy and confidentiality standards while managing document scanning for systematic record maintenance
Intl. CSR/HART
FedEx
02.1994 - 09.2004
- Conducted thorough investigations into international import anomalies to ensure accurate destination details and address verification
- Audited shipments with proof of delivery (POD), maintaining compliance and facilitating timely customs clearance
- Managed documentation, including invoice retrieval, utilizing various systems such as SELCT, VISA Prime, EOPS, ISDC, GeTS CCil, and CIMS to streamline operational efficiency
Education
University of Memphis
01.1986
Northeast Community College
01.1985
Skills
- Customer Service
- Data Entry
- Sales
- Clerical
- Phone Communication
- Teams
- Zoom
- Excel
- Word
- Spreadsheets
- Customer needs determination
- Order fulfillment
- Report creation
- Problem-solving
- Positive attitude
- Critical thinking
- Strong communication
- Customer service
- Organizational skills
- Customer complaint resolution
- Polite communication skills
- Problem-solving skills
- Clear communication
- Customer service and care
- Cold calling
- Resolving customer issues
Timeline
FEMA Helpline Agent (Remote)
PSI
07.2024 - Current
Sr. Intl. Doc. Agent
FedEx
10.2004 - Current
Report Analyst
William Somona
05.2001 - 01.2006
Intl. CSR/HART
FedEx
02.1994 - 09.2004
University of Memphis
Northeast Community College
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