Jennifer Panizza
Herndon
Summary
Service Assurance Agent with expertise in FedEx software and vendor billing management. Demonstrated success in improving service quality through effective communication and thorough root cause analysis. Proven track record of enhancing operational efficiency and customer satisfaction.
Overview
29
29
years of professional experience
Work History
Service Assurance Agent
FedEx
Herndon
12.2024 - Current
- Managed service inquiries using FedEx tracking systems to ensure prompt resolutions.
- Conducted root cause analysis, identifying operational issues to improve service quality.
- Provided managerial feedback on service failures and proposed effective solutions.
- Leveraged FedEx system expertise to resolve complex service challenges efficiently.
Customer Service Agent
FedEx
Herndon
08.2018 - 03.2024
- Maintained accurate daily records of customer interactions and transactions.
- Handled escalated customer complaints with professionalism and empathy.
- Efficiently managed high volume of inbound and outbound calls.
- Answered incoming calls promptly to uphold company standards.
- Utilized CEBS software to assist customers in locating inquiries.
- Scanned international paperwork via Genesis machine for smooth customs processing.
- Demonstrated proficiency in FRED and BART software platforms.
Courier swing driver/DG agent
FedEx
Herndon
07.2007 - 08.2018
- Optimized delivery routes through GPS and mapping software to enhance efficiency.
- Ensured timely daily deliveries by managing time effectively.
- Maintained accurate records of deliveries and pickups with computerized tracking systems.
- Covered multiple shifts during staff vacations to guarantee operational continuity.
Courier/Dangerous Goods Agent
FedEx
Denver
12.2004 - 06.2007
- Facilitated audits to ensure compliance with safety standards for dangerous goods.
- Conducted regular inspections of dangerous goods containers and packages.
- Managed documentation for inventory records and dangerous goods shipments.
- Assisted in loading and unloading cargo, enhancing operational efficiency.
- Ensured adherence to hazardous materials regulations and guidelines.
Ramp Agent
UsAirways
Denver
03.2002 - 03.2004
- Operated ground support equipment, prioritizing safety and operational effectiveness.
- Coordinated with flight crews to enable timely departures without delays.
- Safely loaded and unloaded baggage from aircraft, ensuring efficient operations.
- Ensured proper weight distribution on aircraft by strategically placing items in aft.
- Followed strict safety protocols, including wearing reflective gear on the ramp.
- Connected electrical power units and service hoses to maintain aircraft readiness.
- Safely operated motorized vehicles such as tugs, belt loaders, and forklifts.
Equipment Operator
FedEx
Dulles
03.1997 - 03.1999
- Drove tugs from aircraft to warehouse for efficient freight handling.
- Operated FMC loader on top of aircraft to facilitate loading processes.
- Quickly transferred freight between plane and trucks to ensure timely delivery to stations.
Education
Bachelor of Science - Community Health
George Mason University
Fairfax, VA05-2022
Associate of Science - General Studies
Northern Virginia Community College
Annandale, VA05-2014
Associate of Applied Science - Information Technology
Community College of Aurora
Aurora, Colorado, CO05-2005
Skills
- FedEx software proficiency
- Vendor billing management
- Work order processing
- Address correction
- Training and development
- International documentation
- Safety collaboration
- Work rights reporting
- Reports for the Senior Management
- Microsoft applications proficiency
Timeline
Service Assurance Agent
FedEx
12.2024 - Current
Customer Service Agent
FedEx
08.2018 - 03.2024
Courier swing driver/DG agent
FedEx
07.2007 - 08.2018
Courier/Dangerous Goods Agent
FedEx
12.2004 - 06.2007
Ramp Agent
UsAirways
03.2002 - 03.2004
Equipment Operator
FedEx
03.1997 - 03.1999
Bachelor of Science - Community Health
George Mason University
Associate of Science - General Studies
Northern Virginia Community College
Associate of Applied Science - Information Technology
Community College of Aurora