Sasha Hill
Ellisville
Summary
Accomplished Service Assurance Agent at FedEx Express, adept in incident management and Microsoft Office, enhanced operational decisions through comprehensive reporting. Mentored new hires, surpassing service quality targets. Demonstrated exceptional stress tolerance and teamwork, achieving significant improvements in customer service delivery and problem resolution rates.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Service Assurance Agent
FedEx Express
07.2023 - Current
- Delivered comprehensive reports on service assurance metrics, enabling management to make data-driven decisions regarding operational improvements.
- Mentored new hires in best practices for handling complex customer inquiries and complaints.
- Coordinated with other departments to ensure seamless end-to-end service delivery for customers experiencing technical difficulties.
- Consistently met or exceeded performance targets for service quality, response times, and problem resolution rates.
- Reporting for the Southeastern Region (Weekly HPR, HPR,
- Reporting for the River District (Volume Verification, Sense Aware Compliance, HPR, OSP, Monthly HPR, Salt Log, Misflow)
- Reporting for the Delta District while District SAA was absent (Vaccines, Healthcare, Viper, River Service Reports, FXO-Outbound Scans, P1 Bulk RDLs, Taser Compliance, Break violations, Delivery Exceptions)
- Reporting for Sr. Manager Roll Up (Vaccines, Healthcare, RDL Reports, VIR Reports, PScan Manifests, Stop Proximity, NonRev, Report Cards, Expense Reports, TSA Binder Updates)
- Worked with HBGA, BXAA, MEIA, GLHA and JANA
- Timecard Audit
- Equipment Audits
- Pay bills
- Non Rev HBGA, GLHA, JANA
- Order supplies
- Petty Cash Custodian
- Order uniforms for employees
- Submit work orders
- Rental lead for HBGA, HKSA, JANA
- Fuel Audit
Courier
FedEx Express
06.2016 - 07.2024
- Greeted recipients, delivered packages, and parcels and acquired proper signatures for all deliveries.
- Logged delivery information in tracking systems to enable real-time delivery status.
- Delivered packages to customer doorsteps and business offices.
- Completed daily delivery assignments while adhering to strict time constraints, ensuring consistent service quality.
- Enhanced customer satisfaction through timely deliveries and professional communication with clients.
- Adhered to all traffic laws while operating company vehicles for safe transportation of goods.
Package Handler
FedEx Express
09.2015 - 04.2016
- Followed safety regulations to maintain safe work environment.
- Load and unload the aircraft during the PM sort
- 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.
Sales Associate
TJ Maxx
10.2014 - 06.2016
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Opened several accounts for customers as well as how to manage those accounts
- Prepared merchandise for sales floor by pricing or tagging.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
No Degree - Criminal Justice
The University of Southern Mississippi
HattiesburgHigh School Diploma -
West Brook High School
Beaumont, TX06.2012
Skills
- Ticketing system proficiency
- Stress Tolerance
- Incident Management
- Proficiency in Microsoft Office: Excel, Word, PowerPoint
- Strong communication skills, teamwork, self-management, flexibility, confidence
- Data Entry
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Collaborated with team of Edwards St Fellowship Center and successfully completed a community service event
- Organized a donation drive for the Domestic Abuse Shelter
- Successfully completed the FedEx AIM program
- Bravo Zulu Award September 2023
Certification
FedEx AIM Certificate
Timeline
Service Assurance Agent
FedEx Express
07.2023 - Current
Courier
FedEx Express
06.2016 - 07.2024
Package Handler
FedEx Express
09.2015 - 04.2016
Sales Associate
TJ Maxx
10.2014 - 06.2016
No Degree - Criminal Justice
The University of Southern Mississippi
High School Diploma -
West Brook High School
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