SILVIA PERELLO
MISSISSAUGA
Summary
Detail-oriented customer service representative with a focus on active listening and prioritization. Experienced in training new team members and streamlining operations to enhance service delivery and customer satisfaction.
Overview
7
7
years of professional experience
Work History
Customer Service Representative
FedEx
FXE-CAN/YYZR/YYZR Mississauga
04.2023 - Current
- Resolved customer inquiries and issues promptly, ensuring high satisfaction levels.
- Processed shipments accurately using FedEx proprietary software and systems.
- Assisted in training new team members on operational procedures and service standards.
- Collaborated with cross-functional teams to improve service delivery processes.
- Resolved customer complaints with empathy.
- Supported investigations to ensure accurate analysis and shipment of finding
- Resolved customer inquiries via phone, support tickets, and email
Int'l Export Checker
Federal Express
FXE-CAN/YYZR/YYZR Mississauga
11.2022 - 04.2023
- Inspected products for quality and compliance with specifications. CERS B-13
- Collaborated with team members to optimize workflow efficiency.
- Facilitated collaboration with Sr CS and Manifest to address and resolve shipment discrepancies.
- Conducted onboarding and training for new hires to enhance efficiency and effectiveness in their roles
Control Room Operator
FedEx
FXE-CAN/YYZR/YYZR Mississauga
12.2021 - 11.2022
- Monitored and controlled operational systems to ensure efficient package handling.
- Collaborated with team members to troubleshoot technical issues, enhancing overall operational efficiency.
- Documented incidents and generated reports for management review, improving response strategies.
- Coordinated with maintenance teams to schedule repairs and routine checks, ensuring equipment reliability.
- Streamlined communication channels between control room and field operators, enhancing overall coordination and efficiency.
- Streamlined data logging processes, ensuring accurate and timely documentation of control room activities.
- Documented daily activities in internal system and submitted timely shift reports.
- Ensured workplace safety by conducting thorough observations and adhering strictly to established protocols during sorting operations.
- Assisted in improving control room operations by simplifying workflows and adopting new software tools. Generated hourly sort reports to support team efficiency.
Cargo Handler
FedEx
FXE-CAN/YYZR/YYZR Mississauga
08.2018 - 12.2021
- Facilitated package loading and unloading from containers to optimize operational workflow.
- Facilitated training sessions for new team members on safety protocols and operational procedures.
- Oversaw coordination and verification of container arrivals on deck, ensuring seamless operations across departments.
Education
Certified Customs Specialist (CCS) Program
CSCB
Canada10-2026
High School Diploma -
Fenando Fader
Argentina Buenos Aires12-2000
Skills
- Scheduling
- Prioritization
- Independent
- Active listening
Languages
Spanish
Professional Working
Timeline
Customer Service Representative
FedEx
04.2023 - Current
Int'l Export Checker
Federal Express
11.2022 - 04.2023
Control Room Operator
FedEx
12.2021 - 11.2022
Cargo Handler
FedEx
08.2018 - 12.2021
Certified Customs Specialist (CCS) Program
CSCB
High School Diploma -
Fenando Fader