Shawna Ralls
Elyria,OH
Summary
Experienced 911 Dispatcher with over 5 years in emergency and customer service roles. Serve as primary contact for police, fire, and EMT calls, delivering calm and empathetic support. Skilled in prioritizing tasks and collaborating within teams to achieve objectives. Recognized for effectively resolving escalated customer issues.
Overview
1
1
Certification
46
46
years of professional experience
Work History
Customer Service Representative
FedEx Office
Rocky River, Ohio
03.2024 - 06.2026
- Helped customers with FedEx Office printing, shipping, and document services.
- Assisted customers with inquiries regarding printing options, pricing, and service selections to enhance their experience.
- Managed shipments using FedEx shipping systems and retail counter processes to ensure timely delivery.
- Developed packages and labels for domestic and international shipments at FedEx Office to facilitate accurate tracking.
SameDay City Courier
FedEx Office
Cleveland, OH
01.2021 - 03.2024
- Cultivated strong relationships with customers at pickup and delivery locations to enhance service satisfaction.
- Scan shipments and ensure delivery to the designated party(s) on-time and free of damage.
- Conducted thorough pre- and post-trip inspections of vehicles, notifying the transportation manager of discrepancies to ensure operational safety.
- Assisted clients with inquiries and requests and referred them to the appropriate party.
Customer Service Dispatcher
FedEx Office
Plano, TX
01.2011 - 01.2021
- Acted as the first point of contact for customer inquiries, updates, and escalations at National Dispatch Center, providing timely responses.
- Created service request orders on behalf of customers or clients.
- Received and uploaded all PODs from drivers into QuickBase application, enhancing documentation accuracy for National Dispatch Center.
- Recorded courier vacation schedules for efficient staffing, sick /callouts, and alerted appropriate dispatcher.
Dispatcher
FedEx Office
Plano, TX
01.2009 - 01.2011
- Dispatched FedEx Offices nationwide PUD service using auto routing software, optimizing courier assignments for PUD and SDC deliveries.
- Delivered timely status updates to stakeholders on shipment progress and confirmed ETAs to FXO personnel, customers, and designated parties.
- Utilized web-based chat or telephone to grant exception requests.
- Coordinated with 3rd party couriers to meet service level agreements and ensure on-time job deliveries.
Center Store Manager
FedEx Office
Plano, TX
01.2006 - 01.2009
- Utilized monthly advertising budget to create targeted ad material that attracted new customers and increased revenue.
- Expanded customer base through strategic cold calling and meetings to effectively communicate product offerings.
- Created customer specific cold calling scripts based on instore monthly premonitions.
- Trained center employees on in-store procedures and set employee schedules.
- Ordered and maintained FedEx Office par levels to ensure compliance during audits.
- Created customer accounts in OTP for auto-billing and ensured accounts were billed properly.
Emergency 911 Dispatcher
Randolph County Sheriff's Department
Winchester, IN
01.1980 - 01.1985
- Answered emergency and non-emergency calls to assess situations and prioritize responses.
- Verified information and dispatched emergency personnel to ensure timely and effective assistance.
- Maintained detailed call records and documentation, supporting effective response analysis and service improvement.
- Provided emergency medical services as a volunteer EMT.
Education
No Degree - Criminal Justice
Collin County Community College
Plano, TX05-2024
Certified Emergency Telecommunicator - Emergency Medicine
International Academies of Emergency Dispatch
Plano, TX01-2015
Skills
- Shipping software proficiency
- Dispatch software
- Delivery coordination
- Document services support
- Customer safety protocols
- Judgment and problem-solving
- High-stress experience
- Time management
- Adaptability and flexibility
- Team communication
- Active listening
- Problem solving
Certification
- Certified Emergency Telecommunicator
Affiliations
- Black Belt Taekwondo, Brown Belt Judo
Timeline
Customer Service Representative
FedEx Office
03.2024 - 06.2026
SameDay City Courier
FedEx Office
01.2021 - 03.2024
Customer Service Dispatcher
FedEx Office
01.2011 - 01.2021
Dispatcher
FedEx Office
01.2009 - 01.2011
Center Store Manager
FedEx Office
01.2006 - 01.2009
Emergency 911 Dispatcher
Randolph County Sheriff's Department
01.1980 - 01.1985
No Degree - Criminal Justice
Collin County Community College
Certified Emergency Telecommunicator - Emergency Medicine
International Academies of Emergency Dispatch