Senior Customer Support & Logistics Specialist

Kimberly Gould

832-***-**** • *********@*****.*** • Hattiesburg, MS

Summary

Senior Customer Support professional with over 30 years of experience in high-stakes logistics, case management, and complex problem resolution. Expert at managing executive escalations and providing premium service standards for high-value collectibles and time-sensitive shipments. Proven track right in utilizing Microsoft Excel and Microsoft Word to monitor performance metrics and execute high-priority solutions in fast-paced, growth-oriented environments. Work Experience

Courier May 2019 – Present

FEDEX EXPRESS, HATTIESBURG, MS

Manage the secure pickup and delivery of high-priority collectibles and time-sensitive freight, ensuring 100% compliance with service level agreements.

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Execute professional face-to-face customer interactions, acting as the primary point of contact for public-facing delivery resolutions and support.

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Provide real-time updates and logistics monitoring for high-value shipments, maintaining the highest service standards for a diverse customer base.

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Resolve delivery exceptions and logistical bottlenecks on the fly to meet strict deadlines in a fast-paced environment.

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Transportation Security Agent July 2018 – February 2019 US DEPARTMENT OF HOMELAND SECURITY/TSA, HATTIESBURG, MS Monitored passenger flow and security checkpoints to identify and mitigate risks, ensuring 100% adherence to federal safety protocols.

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Executed sensitive security screenings and case-by-case passenger evaluations with high professionalism and attention to detail.

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Provided exceptional customer service while managing high-volume traveler throughput during peak travel periods.

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Resolved conflict situations and security escalations professionally, maintaining calm in high-pressure environments.

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Preloader September 2016 – January 2019

UPS, HOUSTON, TX

Managed inventory logistics by scanning incoming freight and organizing high-value collectibles for regional delivery routes.

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Executed high-speed loading operations, maintaining a 99.8% accuracy rate for package placement and route efficiency.

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Monitored shipment integrity to prevent damage to fragile items, including trading card shipments and premium goods.

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• Collaborated with logistics management to resolve inbound freight delays and optimize warehouse workflows. Dispatcher January 2014 – September 2016

HEB TRANSPORTATION, HOUSTON, TX

Managed executive escalations for OTR drivers, resolving critical truck breakdowns and delivery failures to maintain supply chain continuity.

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Acted as a liaison between drivers and facility management to resolve complex service issues and delivery disputes.

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• Executed daily case management reports using Microsoft Excel to track delivery metrics and driver performance. Provided real-time support for high-priority logistics cases, ensuring that sensitive cargo reached destinations on schedule.

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Warehouse Associate / Forklift Operator September 2011 – January 2014 STAPLES FULFILLMENT CENTER, HOUSTON, TX

• Executed inventory replenishment strategies to ensure product availability for high-volume customer orders.

• Performed regular inventory audits to maintain 100% data integrity within the warehouse management system. Managed daily forklift operations, prioritizing the safe handling of delicate electronics and collectible merchandise.

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• Resolved discrepancy reports between physical stock and digital inventory records to optimize fulfillment cycles. Customer Service Representative September 1989 – October 2010 FEDEX EXPRESS, HOUSTON, TX

Led case management initiatives as a Research Assistant for 5 years, utilizing Microsoft Excel to analyze and resolve complex shipping disputes.

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Resolved high-volume customer inquiries and escalations in a call center environment, maintaining a high satisfaction rating.

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Managed logistical dispatch operations, coordinating communications between customers and delivery teams to resolve service failures.

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Provided premium support for sensitive shipping accounts, ensuring that executive-level escalations were handled with urgency.

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Education

Associate in Secretarial Science, Certificate of Proficiency January 1980 – May 1982 PEARL RIVER COLLEGE, POPLARVILLE, MS

Office Administration August 1982 – May 1984

JACKSON STATE UNIVERSITY, JACKSON, MS

Additional Skills

Customer Support & Case Management: Case Management, Executive Escalations, Social Media Support, Public-Facing Communication, High-Volume Call Center Operations, Resolution Management, Service Level Standards

Technical Proficiency: Microsoft Excel, Microsoft Word, Shopify (Familiarity), Stripe (Familiarity), Genesys (Familiarity), Data Analysis & Research, Inventory Auditing Logistics & Operations: Trading Cards Industry Logistics, High-Value Goods Handling, Remote Work Coordination, Dispatching, Fleet Communication, Supply Chain Optimization Compliance & Licensing: Hazmat Certified, CDL, Insurance Adjusting, Federal Security Protocols Certifications

• Auto Insurance Adjuster / Auto Certification - State Farm (May 2017)

• Certified Forklift Operator

Awards

• 5 yr safe driving award presented by Fedex (November 2001)

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