Customer Service Quality Assurance

ERIC MCCALLUM *****************@*****.***

336-***-**** Winston-Salem, NC

Senior Quality Assurance Specialist

Strategic management approach, ensuring quality customer service and team performance, accurate data coverage, product and service assurance, and multi-functional collaboration to coordinate departments and teams to perform cohesively.

Key Qualifications

Operations Vehicle & Transportation System Policies and Procedures D.O.T. rules & regulations Forecasting Quality Assurance Customer Service & Support Equipment Maintenance Team player Technical Skills: Experience with Star2 and Star3 scanners. PROFESSIONAL EXPERIENCE

FedEx Ground, Kernersville, NC, 2010 – Present

Operations – Senior Quality Assurance Specialist (2017 – Present) Accountable for the dispatch of transportation equipment in accordance with the Linehaul schedules, plans, and operations to maximize capacity, minimize partial trailer loads and ensure service integrity for assigned areas.

• Liaison between clients, contractors, and drivers, providing proactive communication, administering safety messages to drivers at dispatch, and resolving various issues.

• Skilled at situational recovery to ensure load arrival in a regulated system.

• Maintain tractor inspections, completing VSA of all drivers returning to terminal.

• Conduct mainline and satellite operations to maximize tractor usage and minimize cost. Operations – Package Handler (2010 – 2017)

• Monitor facility and ensure work per all federal, state, and local regulations.

• Managed the handling and organizing packages for twelve routes; initiate and repackage boxes for appropriate delivery.

Continued…

EDUCATION & CREDENTIALS

High School Diploma South Stokes High School, Walnut Cove, NC A&B License Piedmont Aero Space

Awarded FedEx Package Handler of the Month 2019 and 2021.

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