Tracy Williams
Upper Marlboro,Maryland
Summary
A proven record of enhancing customer satisfaction through utilizing operational best practices and team collaboration. Committed to improving efficiency and driving positive customer experiences. Proven ability to meet performance targets while enhancing customer experiences.
Overview
37
37
years of professional experience
Work History
International Specialty Representative
Federal Express
10.1989 - Current
- Consistently met or exceeded all performance targets related to response times, case closure rates, and overall client satisfaction metrics within an international context.
- Increased efficiency and team productivity by promoting operational best practices.
- cross-trained with ground ops and maintain strong relationships with outside team members aimed at enhancing the overall customer experience.
Express/LTL Service Representative
Fedex
09.2019 - 04.2022
- Helped large volume customers daily with positive attitude focused on customer satisfaction.
- Maintained comprehensive knowledge of company products and services, standard operating practices while ensuring accurate information was relayed to customers at all times.
- Maintained productivity and quality standards at all times.
Training Assistant
Federal Express
04.2002 - 04.2003
- Facilitated training classes , monitor individual progress, identify areas for improvement and provide additional support as needed.
- Maintained up to date knowledge of industry trends and best practices.
Education
Bachelor of Science - Marketing
Morgan State University
Baltimore, MDSkills
- Strong interpersonal skills
- Attention to detail
- Reliability
- Team collaboration
- Issue and complaint resolution
- Resourcefulness
Affiliations
Volunteer Advocate, Court Appointed Special Advocate(CASA), 2021-present
Advocate for the best interests of children involved in the foster care system through case monitoring, reporting and personalized support services.
Timeline
Express/LTL Service Representative
Fedex
09.2019 - 04.2022
Training Assistant
Federal Express
04.2002 - 04.2003
International Specialty Representative
Federal Express
10.1989 - Current
Bachelor of Science - Marketing
Morgan State University
Professional Development
Leadership Training-Financial Literacy
Continuing Education Courses-Investment Strategies
Community Activist