Customer Service Leadership & Process Improvement

Leslie Marie King

Customer Service Management

**********@*****.*** • 562-***-****

LinkedIn Profile URL • Carson, CA 90746

Accomplished and customer-centric professional with substantial experience in developing and implementing client service strategies, identifying opportunities for process improvements, and building relationships with customers across various industries. Proven track record of success in delivering positive customer experience to ensure fulfilment of client expectations. Proficient in managing invoices and receipts, phone calls, accounts receivable and payables, records, and documentation while working in team- oriented environment to provide excellent management support. Instrumental in supporting business initiatives and implementing robust strategies to steer exceptional outcomes. Demonstrated expertise in ensuring resolution of client concerns in line with company- defined policies and procedures. Proven track record of leading and overseeing cross-functional teams with aim of achieving defined goals and objectives. Out-of-the-box thinker and problem-solver with leadership and analytical skills. Demonstrated excellent driving skills and customer service as a FedEx driver, ensuring timely and safe deliveries. Areas of Expertise

Customer Service & Support

Customer Relationship Management

Cross-Functional Collaborations

Escalation Management

Administrative Support

Complaint Management

Regulatory Compliance

Quality Assurance

Client Satisfaction & Retention

Reporting & Documentation

Continuous Process Improvement

Key Performance Indicators

Professional Experience

FedEx Express Signal Hill, CA 2008 – 2021

Customer Service

Directed and managed wide-ranging inquiries, complaints, and requests related to package tracking, delivery status, shipping rates, and other company services. Identified and resolved customers encounter problems with shipments, such as delays, damages, and lost packages by investigating issues, filing claims, and providing compensation and alternative solutions. Assisted customers with placing new shipping orders, generating shipping labels, scheduling pickups, and ensuring documentation accurately. Drove and audited loads before dispatching from locations and before returning from locations. Operated delivery vehicle to transport packages to designated locations within assigned routes. Loaded and unloaded packages from vehicle in secure and organized manner, ensuring proper handling to prevent damage.

● Enhanced customer satisfaction by interacting with customers in person, over phone, and via email/live chat.

● Built and maintained business relationships with clients by providing prompt and accurate service to promote customer loyalty.

● Reduced customer complaint resolution time by developing and implementing customer retention program while identifying and resolving complex customer issues.

● Delivered excellent customer service by processing orders in timely and accurate manner, communicating, and coordinating with various departments to resolve shipping inquiries. Education

High School Diploma

Long Beach Poly High School, Atlantic Avenue Long Beach, CA

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