Customer Service Project

Michael Thais

*** ******** **. *******, ** ****7; ****.*****@*****.*** 901-***-****

EDUCATION

The University of Memphis; Memphis, Tennessee

Bachelor of Arts in Communications, May 2009

.

National Honor Society -lifetime membership

Southwest TN Community College; Memphis Tennessee

Associate of Applied Science in Business Management: Productivity/Quality &

Leadership

Associate of Applied Science in Hospitality Management

EXPERIENCE

FedEx Express Memphis, TN 05/1996-04/2005

Senior International Document Agent

. Served as global accounts rep and inter-dept liaison on a cross

functional project team

. Performed clerical, administrative, and conference call duties as

necessary

. Helped maintain team customer service level between 98.8 and 99.7% for

six consecutive months

. Negotiated benchmark standards for best practices & wrote internal

customer-supplier alignments

. Analyzed root causes, making proactive process improvement, serving as

performance support

. Earned VP support of HR liaison initiatives to up to 150 employees at

all operational levels. Armed with brochures, promoted career track

interests and use of HR benefit, quality training courses and tools

becoming available in an opening technology lab in HUB Operations

(2008/9)

PROFESSIONAL DEVELOPMENT

. FedEx Quality University:

Highly Effective Teams, Conflict Resolution, Managing Cultural

Divides, Managing Change, Managing Conflict, Solving Business

Problems, Expert Negotiation, Knowledge as Capital, Benchmarks Pure

and Simple, Focusing on Your Customer

. Franklin Covey -The Seven Habits of Highly Effective People

. New Horizons Computer Learning Center:

Advanced Windows, Word, Excel, and Intermediate PowerPoint

certifications

OTHER ACCOMPLISHMENTS

. Project Team Leader for Ethics and Crisis Communications course-

applied case study analysis,

strategic and contingency planning, and public speaking/interactive

panel presentation skills

facilitated team discussions for cohesion and productivity, merged

report segments for final submission, and led group presentation of

case studies findings

. Project Team Leader, Communication in Organizations course

Assisted team members in coordinated research for continuity and

project presentation

. Project Team Coordinator, Marketing & Integrated Brand Promotion

course involving Media Planning and Strategy, Message Strategy, and

Message Placement in conventional and new media. Established component

goal timelines and workflows to meet semester objectives

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