Markey Usen

Customer-focused professional with over 10 years of experience in client-facing roles across logistics, property development, and customer operations. Currently working at FedEx Ground with strong familiarity in handling customer inquiries, resolving delivery issues, and coordinating with warehouse and logistics teams. Previously led customer support initiatives in Nigeria, where I developed lasting relationships, managed escalations, and ensured smooth service delivery. Skilled in using PC systems, handling high volumes, and maintaining calm under pressure.

• Customer Service & Relationship Management
• FedEx Operational Processes & Tracking Systems
• Conflict Resolution & Claims Handling
• Interpersonal & Communication Skills
• CRM Tools & Customer Documentation
• Coordination with Warehouse and Courier Teams
• Time-Sensitive Issue Resolution
• Physical Package Handling (up to 70 lbs)
• PC Windows & Data Entry Accuracy

Package Handler
FedEx Ground – Toronto, ON
Oct 2023 – Present

• Supported frontline package handling and logistics operations.
• Maintained accuracy in tracking, scanning, and documentation.
• Operated under time pressure, ensuring timely loading and processing.
• Gained hands-on familiarity with FedEx systems and customer workflows.
• Sorted packages for efficient delivery.

• Handled a high volume of customer inquiries regarding product offerings, delivery timelines, and service expectations.
• Provided accurate information and resolved complaints related to project delays, documentation, and service errors.
• Maintained detailed logs of customer interactions, followed up on resolutions, and escalated as needed.
• Guided clients through contract processes and documentation submissions, similar to customs procedures in logistics.
• Worked closely with internal teams to ensure that customer concerns were addressed promptly and clearly.
• Developed strategic plans to align regional goals with company objectives.
• Led regional team to enhance operational efficiency across multiple locations.

• Acted as the primary point of contact for customer follow-ups, feedback, and order tracking.
• Processed and resolved service issues, coordinated with back-office, and vendors for smooth execution.
• Advised customers on service options, pricing, and expectations, ensuring transparency and satisfaction.
• Documented all client interactions, and maintained organized records for issue tracking and business continuity.