Tina Wilson
Somerville,OH
Summary
Hardworking employee with strong customer service skills, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience. Reliable and consistent performance with strong ability in problem resolution. Offering excellent writing, speaking, and comprehension skills. Organized, proactive and punctual with team-oriented mentality. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
25
25
years of professional experience
Work History
Specialty Rep
Fedex Customer Experience
01.1999 - Current
- I strive to provide an excellent customer experience by using professional, efficient, and cheerful call-handling skills.
- Increased repeat business using great customer service, problem-solving and conflict resolution skills.
- Maintained a high level of knowledge about current industry standards and regulations related to the products and services being sold.
- Assisted customers in understanding product features and benefits while utilizing effective communication techniques.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Assisted with customer requests and answered questions to improve satisfaction.
- Identified needs of customers promptly and efficiently.
- Worked with cross-functional teams to achieve goals.
- Recognized by management for providing exceptional customer service.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Answered 60-90 calls per shift to assist with customer questions and concerns.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
KMS Advisory Board - Special Project
Fedex
01.2006 - 01.2014
- Served on the Knowledge Management System (KMS) advisory board, participated in monthly meetings, researched, edited, and wrote KMS documents for customer service resource of standard operating procedures and company policies/procedures.
Training - Special Project
Fedex
01.2003 - 05.2010
- Trainer, Training Assistant, mentor and coach for new-hire and escalation desk customer service classes. Facilitated corporate-load training for managers and peers. Worked with a team of peers creating a training manual for the escalation-desk network. Prepared job-aids for customer service reps and developed quizzes that were used network-wide as recurrent training
Skills
- Customer Engagement
- Customer Service
- Product and Service Promotion
- Persuasive Communication
- Presenting Service Options
- Customer Technical Support
- Customer Retention
- Customer Relations
- Product and Service Knowledge
- Staff Training
- Customer Needs Assessment
- Transportation Industry Expertise
- Product Merchandising
Professional Accomplishments
- 2019 Circle of Success Award, Customer Experience Operations
- 2015 - Present, Freight Specialty Rep
- 2013 Escalation-Desk New Hire Coach
- 2010 Trainer, Escalation-Desk New Hire, Cincinnati
- 2008 - 2011 Escalation-Desk Mentor and Coach
- 2007 Purple Promise Award 2007
- 2006 - 2014 KMS Advisory Board
- 2005 Escalation-Desk New Hire Coach, Cincinnati
- 2005 - 2006 Trainer Assistant Front-line New Hire, Cincinnati
- 2003 Trainer, Escalation-Desk New Hire, Dallas, TX and Somerset, NJ
- 2003 - 2014 Escalation-Desk Rep
- 2003 ASPIRE Assessment, Ticket to Management
- 2001 - 2002 Centralized Manager Assist Desk
- 2001 - 2002 LEAP Assessment (manager preparatory) completion
- 2000 - 2001 Trainer Assistant, Front-line New Hire, Cincinnati
- 1999 Front-line New Hire Coach, Cincinnati
References
Personal References available upon request.
Affiliations
- Active in my church: Deacon, Secretary on church council, chair several programs, participate in small groups, attend meetings and vote as a delegate for church conference governance.
- Precinct Election Official, aspiring Precinct Committeeman.
- Enjoy vegetable gardening, preserving food for my family, study of herbalism, natural health remedies and practices.
Timeline
KMS Advisory Board - Special Project
Fedex
01.2006 - 01.2014
Training - Special Project
Fedex
01.2003 - 05.2010
Specialty Rep
Fedex Customer Experience
01.1999 - Current
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