Kaitlyn Phillips
FedEx Express
Jonesboro
2
Languages
17
years of professional experience
Results-oriented Senior Service Agent with expertise in customer service and operational efficiency. Demonstrated capacity to resolve service issues and manage high-stress situations while enhancing team performance. Focused on delivering quality service and fostering a positive customer experience.
Work History
Service Assurance Agent
7 Months- Fills in for current Service Assurance Agents'(mainly on weekends) when on vacation or sudden family/medical situations.
- Maintains complete, accurate, and fully detailed records/reports regarding station proceedings.
- Demonstrates strong problem-solving skills when dealing with complex customers and/or complaints.
- Assists with customers when needed, providing detailed information on package delivery times and destinations.
Senior Service Agent
3 Years 1 Month- Provides excellent customer service, ensuring needs are met in a timely manner.
- Maintains accurate records of customer interactions via calls/call-backs for future reference.
- Manages complex customer inquiries via calls/traces, resolving issues swiftly to maintain satisfaction levels.
- Demonstrates strong problem-solving skills when dealing with complex customers and complaints.
- Assists with customers when needed, providing detailed information on package delivery times and destinations.
- Consistently meets or exceeds performance metrics, demonstrating commitment to excellence in service.
Swing Driver
3 Years 1 Month- Delivered exceptional customer service, enhancing customer satisfaction throughout delivery process.
- Optimized time management during multiple stops, ensuring timely deliveries along designated routes.
- Completed daily routes in accordance with customer delivery expectations.
- Demonstrated knowledge of local roads, traffic laws and regulations.
- Upheld clean driving record while consistently adhering to traffic laws and regulations.
Part-Time Courier
1 Year 8 Months- Provided excellent customer service throughout delivery process.
- Managed time efficiently when making multiple stops along designated routes.
- Ensured timely completion of multiple stops to meet delivery deadlines when making multiple stops along designated routes.
Sales Consultant
2 Years 5 Months- Analyzed customer needs and interests to recommend tailored product solutions.
- Negotiated pricing terms and conditions for successful closure of deals.
- Assisted customers with product inquiries and provided technical advice.
- Analyzed customer needs and interests, determining appropriate products.
- Assisted customers with product inquiries and provided technical advice where necessary.
Assistant Store Manager
4 Months- Addressed customer questions and/or inquiries and resolved complaints in person or via phone.
- Computed sales prices, total purchases and processed payments.
- Reorganized the sales floor to meet company demands.
- Directed and supervised employees engaged in sales, inventory-taking and reconciling cash receipts.
- Worked flexible schedule to accommodate changing customer volume.
- Managed opening and closing the store, including counting cash drawers and making bank deposits.
Shift Leader
1 Year 10 Months- Supervised daily operations, ensuring compliance with company policies and safety standards.
- Oversaw daily shift operations, scheduling staff, delegating tasks, and addressing customer complaints to maintain service standards.
- Managed daily operations of the shift, including scheduling staff members, delegating tasks, and resolving customer complaints.
- Trained new employees in job duties, safety procedures, and company policies.
- Conducted training for new employees on job duties, safety procedures, and company policies to ensure compliance and readiness.
- Assisted customers with inquiries, orders and complaints in a timely manner.
Assistant Manager
6 Months- Supervised day-to-day operations to achieve performance, quality, and service expectations.
- Trained in negotiations and time management.
- Monitored customer preferences to determine the focus of sales efforts.
- Shared product knowledge with customers while making personal recommendations based on their preferences.
- Consistently maintained high levels of cleanliness, organization, storage, and sanitation of food and beverage products to ensure quality.
- Efficiently resolved problems or concerns to the satisfaction of all involved parties.
- Carefully prepared weekly payroll to keep up with projected revenue.
Waitress
3 Years 5 Months- Demonstrated excellent customer service skills while working in a fast-paced environment.
- Greeted guests promptly and courteously, ascertained their dining needs, and provided appropriate service.
- Engaged guests with friendly conversation, enhancing their dining experience and fostering a welcoming atmosphere.
- Coordinated multiple tasks simultaneously, consistently upholding high quality standards of service.
- Performed opening, closing duties such as setting up, breaking down workstations, restocking supplies.
Education
High School Diploma
No Degree - Elementary Education
- 3x Scholarship Recipient
- 3.2 GPA
- Did not complete due to medical/family issues
- Dropped out of coursework with 72+ credit hours
Skills
Strong work ethic
Technical proficiency
Organizational skills
Team collaboration
Strong communication skills
Time management
Proficient in MS Office/computer skills
Adaptability
Problem resolution
LANGUAGES
English
Native
Timeline
Service Assurance Agent
FedEx Corporation
01.2026 - CurrentRead More
Senior Service Agent
FedEx Express
07.2023 - CurrentRead More
Swing Driver
FedEx Express
06.2020 - 07.2023Read More
Part-Time Courier
FedEx Express
10.2018 - 06.2020Read More
Assistant Store Manager
Dollar Tree
12.2016 - 04.2017Read More
Sales Consultant
Victra - Verizon Authorized Retailer
05.2016 - 10.2018Read More
Shift Leader
Walgreens
12.2014 - 10.2016Read More
Assistant Manager
Pizza Hut
10.2013 - 04.2014Read More
Waitress
Pizza Hut
03.2009 - 08.2012Read More
Dexter High School
High School Diploma
Read More
Southeast Missouri State University
No Degree from Elementary Education
Read More