Service Assurance Agent
FedEx Corporation
- Increased first call resolution rates by actively listening to customer concerns and providing appropriate solutions.
- Fostered a continuous learning environment by sharing best practices and new knowledge with team members regularly.
- Exceeded customer expectations by going above and beyond to provide exceptional support in challenging situations.
- Influenced positive change within the organization by participating in cross-functional teams focused on enhancing overall customer experience levels.
- Mentored new hires in best practices for handling complex customer inquiries and complaints.
- Consistently met or exceeded performance targets for service quality, response times, and problem resolution rates.
- Developed strong relationships with clients, fostering a sense of trust and loyalty in the company''s services.
- Delivered comprehensive reports on service assurance metrics, enabling management to make data-driven decisions regarding operational improvements.
- Conducted regular reviews of service assurance processes, identifying areas for improvement and implementing necessary changes.
- Effectively managed high-stress situations by remaining calm and composed while working to resolve customer issues quickly.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
