Operations & Customer Service Team Lead

ANGELA BLADES

Memphis, TN •901-***-**** • *******.*****@*******.***

PROFESSIONAL SUMMARY

Results-driven Operations and Customer Service Leader with more than 10 years of progressive experience at FedEx, specializing in operations coordination, customer experience, issue resolution, process improvement, international sales support, and cross-functional collaboration. Proven ability to lead teams, resolve complex escalations, analyze operational performance, and implement solutions that improve customer satisfaction and operational efficiency. Recognized for building strong customer relationships, driving continuous improvement initiatives, and supporting high-performing teams in fast-paced environments.

CORE COMPETENCIES

Operations Management

Team Leadership & Coaching

International Sales Support

Customer Success & Relationship Management

Escalation Management

Process Improvement

Root Cause Analysis

Performance Metrics & Reporting

Operational Excellence

Cross-Functional Collaboration

Executive Customer Relations

Data Analysis

Quality Assurance

Training & Mentoring

Microsoft Office Suite

Customer Communications

PROFESSIONAL EXPERIENCE

FedEx Services

International Sales Service Team Lead 2026–Present

Lead daily operations for the International Sales Service team, ensuring exceptional service delivery and operational efficiency.

Coach, mentor, and develop team members to improve performance, engagement, and customer satisfaction.

Partner with Sales, Operations, Revenue Services, and Customer Support teams to resolve complex international customer issues.

Analyze operational performance metrics to identify trends and implement continuous improvement initiatives.

Serve as an escalation point for high-priority customer concerns while maintaining strong customer relationships.

Drive consistency in operational processes, compliance, and service standards across the team.

Support leadership through reporting, workforce planning, and strategic operational recommendations.

Operations Coordinator 2021–Present

Coordinate daily operational activities supporting multiple departments while ensuring timely and accurate execution of business processes.

Perform root cause analysis to identify operational issues and recommend corrective actions that improve efficiency.

Review operational data, identify discrepancies, and maintain data integrity through detailed analysis.

Develop reports and provide analytical insights that support leadership decision-making.

Resolve complex customer escalations through effective written and verbal communication.

Identify opportunities for process improvements that enhance customer experience and operational performance.

Collaborate across departments to improve service delivery and operational consistency.

Revenue Customer Advocate

FedEx Services 2020–2021

Served as the primary point of contact for specialized customer accounts.

Resolved complex billing, invoicing, shipping, and account-related issues.

Conducted root cause investigations and recommended process improvements.

Supported customers through phone, email, and digital communication channels.

Managed executive-level customer complaints with professionalism and urgency.

Built long-term customer relationships by delivering exceptional service and timely issue resolution.

Revenue Service Agent

FedEx Services 2016–2020

Delivered outstanding customer support for domestic and international shipping customers.

Resolved billing inquiries, shipment tracking concerns, pickup requests, and account maintenance.

Maintained high customer satisfaction through efficient problem-solving and communication.

Collaborated with internal departments to ensure timely issue resolution.

Represented the FedEx brand by consistently delivering professional, customer-focused service.

EDUCATION

Associate of Arts – Criminal Justice

University of Phoenix

November 2024

Business Management Certification

Strayer University

March 2024

High School Diploma

Wooddale High School

Memphis, Tennessee

PROFESSIONAL HIGHLIGHTS

Over 10 years of progressive leadership and customer operations experience with FedEx.

Extensive experience leading operational improvements and resolving complex customer issues.

Strong background in cross-functional collaboration, data analysis, and operational reporting.

Experienced in coaching employees, improving workflows, and supporting organizational objectives.

Demonstrated ability to build customer trust while balancing operational priorities and business goals.

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