Deidre Morrison

• Responsible for the effective management of all direct expenses related to the positions area of control
• Ensure service quality as define by established KPIs and SQIs for area of responsibility
• Responsible for one or multiple locations
• Responsible for selecting, training, motivating, and developing a staff consisting of 1-50 direct reports.
• Responsible for a revenue and payroll budget according to divisional needs. Implements effective business tactics and strategies to ensure the operations produce quality services to customers
• Ensures cost effectiveness of operations through established control of equipment, utilities, supplies, overtime hours, and a timely quality output to avoid monetary penalties and/or customer dissatisfaction
• Maintains contact with customers (internal and external) with regard to conditions affecting the service level of area served
• Provides support for and participates in the design, development, implementation, and follow-up of projects related to customer service (internal and external) and support
• Establishes team as well as individual goals on quality and productivity
• Controls movement and activities to instill a service-conscious attitude, and minimize service failures
• Ensures corporate security policy as well as safety methods and programs are implemented, maintained and adhered to
• Conducts meetings to provide employees with information regarding division/operation; applies consistent administration of disciplinary procedures
• Maintains accurately all required reports, paperwork, payroll, vacation schedules, performance reviews and personnel record statistics through established company policy guidelines
• Enforces company
• policies and procedures to ensure compliance with customs and related laws and regulations. Identifies training requirements and trains, coaches, and counsels team members

• Managed and expanded relationships with customers
• Developed and maintained a strong business relationship with senior levels of management inside the customer's organization
• Served as the customer's primary communication link and Single Point of Contact (SPOC) for all intents and purposes
• Coordinated the activities of, and provide direction to, other FTN departments
• Anticipated/identified and resolve problems; design and implement corrective measures
• Interpreted requirements in customer SOP's; Develop and maintain Desk Level Procedures (DLPs) for each customer.
• Developed and implemented customer satisfaction measures; Assess FTN performance
• Prepared and presented Customer Business Reviews (CBRs) with focus on FTN service performance
• Recommended and oversaw investigation into root cause of service failures, along with the development of corrective actions.
• Coordinated claims and protests, duty refunds and duty tenders on customer's behalf
• Provided subject matter expertise and mentoring to the organization
• Provided global account management as required
• Ensured the retention and profitability of managed accounts
• Backed up to other account administrators as needed.
• Trained for internal employees as needed.
• Maintained industry knowledge; Delivered counsel and advice on important trade matters

• Process high risk shipments that require special attention to detail. (ie. $500K and above, ADD/CVD, solar cell, etc)
• Engages with customers regarding commodities that have been identified and isolated as requiring specialized processing to reduce the risk of liquidated ages and penalties through classification and the applications of proper duty preference.
• Follow up on Customs matters and resolve problems.
• Work closely with other internal staff, departments, other FedEx OpCo's, customers and government agencies to deliver high level of service to customers.
• Maintain and keep current all shipment documentation in compliance with all record keeping requirements.
• Ensure all government and organizational policies are followed.

• Facilitates all necessary entry processing and cage functions to secure release of shipments in a timely and accurate manner according to Customs Border Protection and Participating Government Agency regulations and time frame
• Provide excellent customer service for assigned shipments via phone and email, and problem solving without management when necessary
• Maintain outstanding internal and external customer service while demonstrating sound communication skills
• Seek to ensure that each of my customers have an excellent customer experience

• Worked directly under the Director of the distribution center to ensure that all weekly reports and pay files are reviewed for correctness
• Maintained control of operational actives for the distribution center shipping office
• Ensured the office and warehouse employees had all the tools necessary to make their work day successful and ordered supplies as needed
• Provided direction and guidance to team members by answering questions on any specific work-related issues
• Kept office workers up-to-date on any and all changes being made to daily processes
• Maintained outstanding internal and external customer service while demonstrating sound communication skills
• Maintained invoices from LTL carriers as well as invoices for office supplies, etc
• Determined how to handle escalations for shipping variances, discrepancies, and damages
• Assisted other office workers by creating Bill of Ladings for LTL carriers when time allowed
• Trained new employees in the shipping office
• Determined the correct general ledger code on all invoices for accounts payable

• Customs clear Air/Ocean/Rail shipments
• Track and trace incoming shipments entering the US until they POD to the final destination
• Bill out import invoices for each shipment
• Did dispatching for shipments that needed to be picked up from rail yards

CPA Sr- Customized Processing Accounts (July 2013 -March 2017)

• Coordinator and primary point of contact for approximately 30 accounts
• I Customs cleared entries for import shipments with or without FDA or OGA
• Maintained outstanding internal and external customer service while demonstrating sound communication skills
• Reviewed errors and completed the necessary training for each team member based on results of the audit
• I held quarterly conference calls, provided excellent customer service via phone and email, and problem solving without management when necessary
• I showed leadership by mentoring and guiding new employees, ensuring all were trained in system knowledge and capable of performing assigned duties
• Addressed problems in proactive and knowledgeable manner to maintain and enhance client satisfaction

CPA (December 2007 - February 2013)

• Obtained correct classification of goods for customs release from database, SOP's, tariff book, internet or customs
• Did data entry and processing of various import related documentation for submission to US Customs
• Worked closely with other internal staff members and departments to deliver high level of service to customers
• Analyzed documentation to determine whether shipments qualified for special tariff treatment, reduced duty rates, etc
• Used SOPs to determine how to process shipments for different companies to customer's satisfaction

PCP (February 2007 - December 2007)

• Did data entry and processing of various import related documentation for submission to US Customs