Full Time Customer Service

*** ******* ***

Middletown, DE *****

Phone 703-***-****

E-mail: *******@*****.***

Pamela Harris

Objective To contribute to an organization that can use a motivated professional who offers proven skills in training and supervising employees, has extensive customer service and operations management experience and the ability to establish strong working relationships with both internal and external customers.

Operation/ Senior Manager

2013 June - Present FedEx Ground New Castle, Delaware Dispatcher

2009 November - 2013 June PDX, Logistic Herndon, Virginia Package Driver

2009 September - November FedEx Home Delivery Stafford, Virginia Warehouse Manager

Effectively train, instruct evaluate part-time and Full-time employees in sequential load methods

Effectively manage 87 full-time drivers; motivate them in areas of customer service while achieving high production goals. Instruct and train them in safe driving and working methods, as well as company policies and procedures.

In 19 years of management have supervised 6 different work groups in 5 UPS facilities.

Develop strong customer relations by responding to customers concerns, reviewing driver complaints and maintaining accounts.

Develop annual cost plan; monitor priority elements through action plans and trend graphs and compile, analyze, and manage information for daily and weekly operations reports.

Negotiate and mediate with union representatives to resolve grievances and evaluate employee performance.

Investigate driver accidents and injuries and apply corrective action. Full-Time Package Driver 1987-1990

Met production goals and maintained a high level of customer satisfaction while covering more than10 delivery routes.

Part-Time Clerical Position 1985-1987

Responsible to lookup incomplete addresses and process them into the system. Process damage packages to either the system or send back to the shipper. Accomplishments

Was selected for several special assignments which include being a member of the district’s Quality Team: which improved key operational quality items, the district’s Core Process Redesign Team: which saved $100,000 annually by stream lining operational processes, and training management and hourly personnel on new scanning equipment and supporting software.

Because of my reputation for handling service disconnects, was chosen as the district representative to conduct a workshop on how to positively resolve customer concerns for the Metro DC management team.

Selected for a production improvement team that increased productivity by 36% increasing revenue by $165,000 annually.

Responsible for achieving 20,000 safe workdays saving the company approximately $594, 000 in workman’s compensation claims.

Forklift certified

TSA certified

Education 1999 - 2004 Strayer University Woodbridge VA Bachelor of Science Degree in Business Administration Training Supervisor Basic Training School- Attended a three week intensive off-site school to become a more effective supervisor, a strong skills developer and a model communicator Peoples Workshop- Developed key skills in one-on-one and group communication to enhance customer relations

Computer Skills- Completed 2 college level courses in Microsoft Office and regularly use Word, Excel and Power Point

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