SIRENA ZIEGLER
Olive Branch
Summary
Dynamic and results-oriented professional with extensive experience in customer service, dedicated to enhancing organizational success through exceptional service delivery and performance excellence. Proven ability to build strong relationships with customers, ensuring their needs are met while driving satisfaction and loyalty. Committed to leveraging skills and expertise to contribute positively to team objectives and overall company growth. Seeking a position that fosters personal and professional development while adding significant value to the organization.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Manifest Records Agent
Federal Express-Global Research /Manifest Audit & Compliance
08.2015 - Current
- Receives and classifies international paperwork for processing and customs clearance. Identifies various types of documents for filing purposes within an automated archival system. Verifies destinations on air waybills for proper prioritization.
- Monitors customs values on air waybills and custom invoices to reduce the costs incurred from customs brokers due to discrepancies.
- Process VISA manifest reports from various destinations, for the release of outstanding overages.
- Provides data entry support to the Manifesting Records Staff.
- Conducts in-depth research of shipments that keyers are unable to manifest through normal image tracking system.
- Communicates exceptions and system problems to department analyst for evaluation.
- Research errors and manifest exceptions that are requested by destination stations and provide feedback outlining cause and effect.
- Provides management with daily operational reports regarding production and research requests.
- -Continued-
Information Agent
Federal Express
04.2004 - 08.2015
- Strategically prioritize, plan, and coordinate projects to ensure on-time, requirements-compliant completion while maintaining high quality standards in escalating issues to the proper facility.
- Actively support senior management in critical decision-making and business planning initiatives by efficiently compiling and producing detailed weekly performance reports.
- Mentor, motivate, and evaluate the performance of employees and managers on new equipment and new procedures; train up to 10 team members at one time.
- Improve operational performance by creating and integrating effective research methods.
- Ensure accurate connectivity and communication with network host (PHASAR), further illustrating sharp technological skills.
- -Continued-
Legal Administration Assistant
Law Office of Kimberly A. Patterson
08.2011 - 04.2014
- Actively collaborate with senior management team in driving projects, administrative operations, and scheduling to meet critical timelines, specifications, and goals.
- Apply strong organization and planning skills toward efficiently planning and coordinating meetings, calendars, and conference calls.
- Prioritize, plan, and coordinate multiple simultaneous projects to maximize efficiency and achieve critical timelines.
- -Continued-
Court Appointed Special Advocate
CASA of Memphis & Shelby County
08.2007 - 01.2012
- Demonstrate advocacy skills as Court Appointed Special Advocate Volunteer, with full accountability for representing the best interests of children suffering from abuse or neglect.
- Successfully contribute relationship building and communication skills while working with one to six children on a case, which can last up to one year.
- Apply strong fact-gathering, research, and analysis skills in developing independent, factual information to the court, including tracking cases and updating the courts as to case findings.
- -Continued-
Domestic Violence Coordinator
Hickory Hill Community Redevelopment Corporation
06.2009 - 03.2011
- Played a key role in ensuring critical compliance with state guidelines and policies and provided continual training for volunteers.
- Managed volunteers and liaised between other battered women's programs to provide additional support and assistance while improving relations.
- Researched, evaluated, and summarized key information and statistics for Domestic Violence Intervention program, ensuring accuracy and timely completion.
- Successfully oversaw group facilitators and clinical support to volunteers, led case review meetings, and maintained referrals for intervention program.
- Additional Experience
- International Document Retrieval Agent for Federal Express - 6/11/1990
- Successfully maximized performance in consistently completing projects on time in a fast-paced, time-sensitive environment requiring superior planning, organization, and leadership skills.
- Effectively analyzed processes to define inefficiencies and provided expert recommendations involving customer service and billing-related research functions.
- Developed reports, providing analytical tools integral to company's short- and long-term strategic planning.
- Continually tracked and updated Customer Exception Requests for inter-departments, offshore locations and field associates.
Education
B.S. - Interdisciplinary Studies
Liberty University
Lynchburg, Virginia05.2025
Bachelor of Science - Interdisciplinary Studies
Liberty University
Lynchburg, VA05-2025
Associate of Arts Degree - Interdisciplinary Studies (Religion & Social Sciences)
Liberty University
Lynchburg, Virginia07.2023
Diploma - Biblical Counseling
Light University, American Association of Christian Counselors
Forest, VA01.2011
Certificate - Traumatic Brain Injury
Regional Medical Center
Memphis, TN01.2009
Certificate - Batterers’ Intervention Training
Domestic Violence Center
Memphis, TN01.2007
Certificate - Goal Program
The Juvenile Court of Memphis and Shelby County
Memphis, TN01.2007
Court Appointed Special Advocate - 80 Hours Training
CASA of Memphis and Shelby County
Memphis, TN01.2007
Diploma - Natural Health Consultant
Stratford Career Institute
Washington, DC01.2004
Skills
- Sharp Attention to Detail
- Customer Service
- Excellent Research Skills
- Process Improvement
- Case Management
- Collaborative Teamwork
- Proactive Problem Solving
- Decision-Making
- Relationship Building
Accomplishments
- Collaborated with team of 10 in the development of QDM.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of 20 staff members.
- ·Demonstrated problem solving and active listening skills in successfully resolving issues with tact and ease.
- Earned multiple awards and accolades, including: FedEx Awards: Perfect Attendance Award; Bravo Zulu for Outstanding Service for Customer Service & Plaque for Outstanding Performance - Famous People Award; QSS Award - Quality Performance; Excellent Award - Team Support.
Certification
CERTIFICATE, TRAUMATIC BRAIN INJURY 2009
Regional Medical Center, Memphis, TN
CERTIFICATE, BATTERERS’ INTERVENTION TRAINING Memphis 2007
Domestic Violence Center Memphis, TN
CERTIFICATE, GOAL PROGRAM 2007
The Juvenile Court of Memphis and Shelby County
Memphis, TN
COURT APPOINTED SPECIAL ADVOCATE (80 hours training) Memphis, TN 2007
CASA of Memphis and Shelby County
SUMMARY OF QUALIFICATIONS
- Motivated to continuously improve and strengthen existing skills; proactively fostered an intention of lifelong learning.
- Consistently maintained a calm demeanor in the face of difficulties, and managed multiple projects while working under pressure in fast-paced environments.
- Demonstrated problem solving and active listening skills in successfully resolving issues with tact and ease.
- Acquired 5 years of experience volunteering at the Juvenile Court System on cases involving abused and neglected children.
- Earned multiple awards and accolades, including: FedEx Awards: Perfect Attendance Award; Bravo Zulu for Outstanding Service for Customer Service & Plaque for Outstanding Performance - Famous People Award; QSS Award - Quality Performance; Excellent Award - Team Support.
- Computer Proficiency: Cosmos, Cheers, Word Processing, CRT, Microsoft Excel and IMS systems.
Additional Training
Two years of Early Childhood Education Program at Fort Valley State University.
Timeline
Manifest Records Agent
Federal Express-Global Research /Manifest Audit & Compliance
08.2015 - Current
Legal Administration Assistant
Law Office of Kimberly A. Patterson
08.2011 - 04.2014
Domestic Violence Coordinator
Hickory Hill Community Redevelopment Corporation
06.2009 - 03.2011
Court Appointed Special Advocate
CASA of Memphis & Shelby County
08.2007 - 01.2012
Information Agent
Federal Express
04.2004 - 08.2015
Associate of Arts Degree - Interdisciplinary Studies (Religion & Social Sciences)
Liberty University
Diploma - Biblical Counseling
Light University, American Association of Christian Counselors
Certificate - Traumatic Brain Injury
Regional Medical Center
Certificate - Batterers’ Intervention Training
Domestic Violence Center
Certificate - Goal Program
The Juvenile Court of Memphis and Shelby County
Court Appointed Special Advocate - 80 Hours Training
CASA of Memphis and Shelby County
Diploma - Natural Health Consultant
Stratford Career Institute
B.S. - Interdisciplinary Studies
Liberty University
Bachelor of Science - Interdisciplinary Studies
Liberty University
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