Customer Service High School

Agnes Scacchetti

*** ******* ****** *********, ** 07642

201-***-**** ***************@*****.***

IN TERNA L AUD I T CUST O M E R PR O F ESS I O N A L

AND SER V I C E

INTERNAL AUDI TS R ISK A SSESSMENT SOX C O MPL IANCE C USTO MER SERV ICE

Highly skilled, ambitious, and proactive Audit Professional with a deep understanding of r isk assessment,

engagement planning, and compliance.

Creative problem solver with expertise in driving controls for strategic, operational, financial, and compliance

risks through process remediation and development.

Oversee and execute targeted processes to identify system deficiencies, risks, governance, and compliance

liabilities and monitor progress, manage risk, and execute strategies to ensure that all issues are resolved.

Provide 100% customer resolution both internally and externally.

CO MPETENCIES

L SK I L L S

EADERSH IP AND

Determine Audit Scope and Timelines Process Controls Review and Evaluation

Acquire Detailed Understanding of Objectives Benchmark Operations Standards

Build Cross-Collaborative Alliances Assess Weakness/Devise Solutions

Bridge Communication Between Business and Author Comprehensive Audit Reports

Internal Audit and provide outstanding customer Develop Best Practices and Controls

service (internally and externally) Perform ISO 9001 Audits and Documentation

Develop and Integrate Internal Audit Policies Comply with SOX and COSO Framework

Train, Develop and Inspire Team Performance Extensive experience in transportation/logistics

Auditing and Customer Service Skills: SOX compliance testing, COSO Framework, ISO 9001 audits and development of

FedEx Self-Monitoring Audits for operations and customer service functions, participated in the FedEx CARETAKER

PROGRA M and contributed to the development of the program

Other Technologies: MS Office (Word, Excel, Access, PowerPoint), Lotus Notes, JD Edwards, InvoiceWorks, Protiviti

Framework

HISTOR

PROFESSIONA L Y

June 2013 to June 2014: Atlas Air Worldwide, Purchase, NY – Senior Internal Auditor

Provided leadership and oversight for internal auditing processes for this high profile leader of aviation charter services

across the globe. Spearheaded the transition to the new COSO Framework and assisted in SOX compliance testing.

Conducted financial and operational audits and wrote audit reports for the Audit Committee.

Presented the auditing steps at the Airlines for America (A4A) conference held in Las Vegas, NV in April 2014.

Participated in the yearly risk assessment and audit scope for 2014.

May 2007 to May 2013: FedEx Corporation, Memphis, TN – Audit Advisor

Led major internal audits to ensure quality and compliance with FedEx policies and procedures within the organization

worldwide. Traveled to domestic and international locations to conduct highly comprehensive audits, ensuring

procedural compliance across operations. Received one of the highest awards within FedEx in 2007: THE FIVE

STAR AWARD for developing and implementing CONTROL SELF-M ON ITORING Audits for ground

operations (this included customer service and ramp locations).

Instrumental leader in identifying and remediating operational failures.

Developed and mentored new hires and interns regarding audit processes.

Worked with internal business units to conduct cross-functional audits across customer service; call centers; front

counters; ground operations; ramps/hubs; and sales.

Educated management teams on the importance of operational auditing relative to their functions; guided auditors

in gaining insight into operational requirements.

Performed ISO 9001 audits and was the liaison between FedEx and the registrar: LRQA.

February 2002 to May 2007: FedEx Corporation, Memphis, TN – Senior Internal Auditor

Led internal audits globally and mentored new hires in auditing procedures.

Developed and implemented CONTROL SELF-MONITORING Audits for ground operations (included customer

service and ramp locations).

Performed ISO 9001 audits.

May 2000 to February 2002: FedEx Corporation, Memphis, TN – Eastern Region Quality Administrator

Led a variety of projects to improve and monitor service levels for the FedEx Eastern Region.

Served as key administrator for major projects to manage and enhance operational goals across the organization.

Worked with management teams to understand their needs and led in developing improved processes region.

Performed ISO 9001 audits.

June 1998 to May 2000: FedEx Corporation, Memphis, TN – Service Assurance Analyst

Researched and gathered data for ground service level goals and provided reporting to executive management for the

FedEx Eastern Region.

Supported the region regarding customer service issues and developed ideas for resolution.

Participated in the FedEx CARETAKER PROGRA M and helped develop the process to resolve customer

issues at the root cause.

Trained employees for station level reporting.

Performed local operational audits throughout the NJ/NY districts.

April 1989 to June 1998: FedEx Corporation, Memphis, TN – Senior Customer Service Agent

Resolved various customer service issues in person/telephone and worked traces. Performed administrative functions

and resolved employee payroll/time card entry issues.

E D U CA T I O N / PR O F ESS I O N A L D E V E L OP M E N T

Rowan University, Glassboro, NJ – Bachelor of Arts, Communications with a concentration in English

Certifications: Certified for ISO 9001 and to teach English at the Secondary High School level

Formal Training: FedEx Management Training (ASPIRE)

Associations: Institute of Internal Auditors

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