Customer Service High School

Angela Haywood

Domestic Senior Trace Representative at FEDERAL EXPRESS CORPORATION

Memphis, TN

************@*****.*** - Home (901) 7436605Cell 901-***-**** Customer Support Operations

Authorized to work in the US for any employer

WORK EXPERIENCE

Domestic Senior Trace Representative

FEDERAL EXPRESS CORPORATION - Memphis, TN - December 1998 to February 2014

• Trace inquiries and complaints on shipments providing shipper, recipient or other inquiring party with periodic status reports until complaint is resolved.

• Respond to customer and FedEx personnel with all available information on the current status or past delivery of package.

• Provide customer with information regarding measures to prevent or reduce the consequences of a service failure.

• Utilize ACD phone system to ensure schedule adherence, make/receive outgoing/incoming phone calls, and record exceptions.

• Initiate bill adjustments and/or process claims utilizing CCRider for service failures on the customer's behalf. Manager Assist, Special Assignment

• Tailor solutions to unique problems presented by extremely irate customers that require specialized attention, e.g., medical emergencies, plant down, aircraft down, or payroll service failures.

• Apply customer relation's policy in the resolution of customer complaints and assure customer that their time- sensitive or critical situation is being acted on with a sense of urgency.

• Act on the customer's behalf in the absence of an existing policy or precedent EDUCATION

High School Dipolma

Southside High School - Memphis, TN

SKILLS

Typing, Customer Service, Windows

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