Rosana Orozco
Lake Elsinore
Summary
With a proven track record at FedEx Express, I excel in customer service and critical thinking, adeptly handling complex customer issues and enhancing satisfaction. My expertise includes data entry and complaint resolution, significantly contributing to operational efficiency and safety in handling dangerous goods, demonstrating a commitment to excellence and team success.
Overview
2023
2023
years of professional experience
Work History
Customer Service Representative
NBO Group Inc
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
Customer Service Agent
Fedex Express
07.2013 - 05.2022
- Effectively managed escalations from dissatisfied customers, working closely with management to ensure timely resolutions that maintained brand reputation.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
- Utilized strong problem-solving skills to quickly identify and address customer issues.
- Maintained a high level of professionalism when interacting with customers, ensuring positive experiences.
- Contributed to achieving company goals by consistently meeting or exceeding performance metrics.
- Assisted in training new hires, sharing best practices for effective customer service delivery.
- Responded to customer requests for products, services, and company information.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Met customer call guidelines for service levels, handle time and productivity.
- Cross-trained and provided backup support for organizational leadership.
Dangerous Goods Agent
Fedex Express
06.2011 - 07.2013
- Minimized risks associated with handling hazardous materials by implementing strict safety protocols.
- Managed inventory control systems for hazardous materials storage facilities, ensuring accurate tracking and reporting of stock levels.
- Improved shipping efficiency for dangerous goods by streamlining processes and procedures.
- Assisted customers in navigating complex regulatory requirements for transporting dangerous goods across borders, facilitating timely delivery of shipments without penalties or delays.
- Enhanced operational efficiency by providing hands-on training and coaching to team members on best practices for handling dangerous goods safely.
- Conducted regular audits to ensure compliance with federal, state, and local regulations on hazardous materials transportation.
- Provided guidance to clients on proper packaging, labeling, and documentation requirements for hazardous materials shipments.
- Increased safety awareness by conducting thorough inspections of dangerous goods shipments.
- Loaded and unloaded materials onto and off of trucks for fast shipment.
- Maintained clean, orderly work environment free of hazards.
- Helped train new employees in safe practices and warehouse procedures.
- Verified documentation and condition of freight to assure quality standards were achieved.
Package Handler
Fedex Express
12.2007 - 06.2011
- Followed safety regulations to maintain safe work environment.
- Improved package handling efficiency by implementing proper sorting and organizing techniques.
- Maintained a safe work environment by adhering to company policies and guidelines for proper lifting techniques.
- Reduced damage rates for packages through careful handling and adherence to safety protocols.
- Assembled, sealed, and loaded packages into correct trucks.
- Used hand-held scanners and physical logs to accurately track item movements.
- Exceeded performance expectations during peak seasons, managing high volumes of shipments without compromising on quality or timeliness.
- Followed verbal and written instructions to properly move and ship products.
- Streamlined workflow by coordinating with team members on efficient loading and unloading procedures.
- Maximized space utilization within trucks through effective stacking and arranging of packages, minimizing shipment delays.
- Aided in maintaining warehouse cleanliness, ensuring an organized workspace conducive to efficient operations.
- Alerted supervisors and coworkers of hazards and other issues for quick resolutions.
- Supported team morale by fostering positive communication and collaboration among coworkers.
- Boosted team performance with consistent punctuality, maintaining a strong attendance record throughout employment tenure.
Education
Cypress College
Cypress, CAHigh School Diploma -
Paramount High School
Paramount, CA06-2007
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Problem resolution
- Microsoft
- Complaint handling
- Payment processing
- Follow-up skills
- Administrative support
- Filing
- Clerical support
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Customer Service Agent
Fedex Express
07.2013 - 05.2022
Dangerous Goods Agent
Fedex Express
06.2011 - 07.2013
Package Handler
Fedex Express
12.2007 - 06.2011
Customer Service Representative
NBO Group Inc
Cypress College
High School Diploma -
Paramount High School
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