Felicia Johnson
Cordova
Summary
I am seeking an opportunity to advance my analytics experience with an opportunity in either international freight or freight forwarding. Experience leader who excels at scheduling, setting deadlines and monitoring progress of projects. More importantly, I am an articulate communicator who interacts exceptionally well with others. I champion a diverse and inclusive mindset, which allows me to reach people on all levels. Lastly, Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
21
21
years of professional experience
Work History
Training Lead- Claims Department
FedEx Services
01.2021 - Current
- Ensure compliance with the provisions of the client contracts
- Ensure client communications are effective in all areas
- Conduct New Hire classes for Domestic, International, and Ground claims
- Provided subject matter expertise to specialized areas such as domestic, international, and ground
- Create job aides and training material to assist both internal and vendor employees
- Leverage in-depth claims knowledge to provide additional support to agents
- Conduct quality audits to provide feedback to leadership for identification of claim errors
- Participated in trace-to-claims quality alignment
- Participate in the alignment of OPCOS, Ground and Domestic Express
- Interacted directly with Account Executives and customers to deliver information on claims processes and procedures
- Monitor and audit the accounting and control process
- Coach and develop agents on updated training material and standard operating procedures
- Provide continuous feedback on performance and apply appropriate development tools to assist in their individual growth
- Project lead for international claim procedure updates
Sr. Customer Support Representative / Manager Assist
FedEx Services
06.2006 - 01.2021
- Assisted customers with problem shipments to create a more positive customer experience
- Researched lost or missing shipment issues using available resources
- Executed inbound and outbound calls to both internal and external customers
- Assisted with Vendor Express and International training, including new system and revised processes
- Prepared schedules for training and meetings
- Assumed responsibility for addressing and successfully resolving escalated customer issues
- Identified and sent reports to the management team, via formal or informal processes, existing or potential system problems, or any inconsistencies such as service failure trends
- Subject matter expert (SME) in the Trace department
- Tester and the SME for new system role outs: CEBS, OneSource, Finder, and First Overnight GPS
- Work with brokers and freight forwarders as well as the clearance agencies to have proper paper uploaded for the movement of packages through the network
- Incorporated training and education to the HUB 100 Management team to educate them on processes of Trace where they can better understand the impact of delays
- Responded to calls that were escalated to the CEO or any management team
- Documented the concerns and addressed the issue with resolution
- Proactively contact customers about shipping delays with First overnight shipments before any escalations to advise of any delays and provide immediate resolutions
Team Leader/Hazardous Specialist
FedEx Express
09.2003 - 06.2006
- Proficient in Dangerous Goods protocol
- Documented timecards for employees
- Certified to operate Tug, Loaders, and Misers
- Coach and develop current and new employees on safety protocol
- Collaborate with the Overgoods department handling lost package logs
- Prepared containers and trucks for outbound package movement
- Staged freight for departure on flights daily
Assistant General Manager
Hilton Hotels
12.2013 - 09.2003
- Collaborate with the direct reports in setting and driving organizational vision, operational strategy, and hiring needs
- Translate strategy into actionable goals for performance and growth to implement organization-wide comprehensive goal setting, performance management, and annual operating planning for all departments
- Oversee unit sales, operations, employee & departmental productivity, and efficiencies, building a highly inclusive culture, ensuring team members thrive and organizational goals are met and exceeded
- Drive the company’s operating capabilities to surpass guest satisfaction, retention, and company goals while creating departmental and cross-departmental efficiencies and adding value to the guest experience
- Conduct monthly Sales, Operation, and administrative audits to ensure all policies & procedures are being adhered to and to ensure maximized efficiency and desired guest value and experience
- Establish and improve policies & procedures that promote guest/company culture and vision
- Assess and implement improved processes and new technologies and collaborate with management regarding implementing these improvements
- Ensure effective recruiting, on-boarding, professional development, performance management, and retention
- Provide overall team member growth plans for internal promotions and growth
Education
Master of Business Administration -
University of Arkansas
Fayetteville, Arkansas05.2002
Bachelor of Science - Business Administration
Arkansas State University
Jonesboro, Arkansas05.1994
Skills
- Virtual training
- Curriculum design
- Data organization
- Decision-making
- Analytical thinking
- Coaching and mentoring
- Train-the-trainer
- Organizational leadership
- Data analytics
- Project and program management
- Problem-solving abilities
Awards
- FY 22, Circle of Success
- FY 22, 21, 20, BZ
- FY 19, Circle of Success
- FY 17, BZ Shining Star
Contacts
Felicia Johnson, feliciajohnson@fedex.com, 9015509720, 8499 Walnut Grove Rd, Cordova, TN, 38018
Timeline
Training Lead- Claims Department
FedEx Services
01.2021 - Current
Assistant General Manager
Hilton Hotels
12.2013 - 09.2003
Sr. Customer Support Representative / Manager Assist
FedEx Services
06.2006 - 01.2021
Team Leader/Hazardous Specialist
FedEx Express
09.2003 - 06.2006
Bachelor of Science - Business Administration
Arkansas State University
Master of Business Administration -
University of Arkansas
Similar Profiles
Cleodis BradleyCleodis Bradley
Sr. Cybersecurity Analyst at FedEx ServicesSr. Cybersecurity Analyst at FedEx Services
Richard LipfordRichard Lipford
Sr. Employee Solutions Administrator at FedEx ServicesSr. Employee Solutions Administrator at FedEx Services
Lorenzo BrownLorenzo Brown
PROJECT MANAGEMENT ANALYST at FedEx ServicesPROJECT MANAGEMENT ANALYST at FedEx Services