Monitored live operational metrics such as Average Handle Time (AHT), Service Level (SL), and Occupancy using CRM dashboards and Excel-based trackers to ensure daily targets were met across multiple campaigns. Processed and interpreted real-time data streams to identify performance bottlenecks, agent availability, and queue trends—enabling proactive adjustments to staffing and call routing. Generated hourly and end-of-day performance reports using Microsoft Excel and Salesforce, providing actionable insights to supervisors and operations managers for strategic decisionmaking. Collaborated with workforce management and team leads to implement data-driven scheduling changes, improving overall service delivery and reducing wait times. Utilized CRM tools (Salesforce, Amadeus, GDS) to track customer interactions, analyze conversion rates, and optimize sales pitches based on behavioral data.

Led sales presentations and closed deals by leveraging customer data to personalize product offerings and address objections effectively.

Designed strategic appointment plans based on client availability and service needs. Processed member data to optimize scheduling efficiency and reduce missed appointments. Coordinated with internal teams to align scheduling with operational capacity. Maintained accurate records of client interactions and appointment outcomes for reporting purposes.

Assisted international customers with flight bookings, itinerary changes, and travel-related inquiries across multiple channels. Utilized GDS platforms (Amadeus, GDS) to manage reservations and resolve booking issues efficiently. Delivered high-quality support in a fast-paced travel environment, maintaining accuracy and customer satisfaction.

The Logistics E‑Commerce Associate at FedEx is responsible for coordinating the efficient movement, tracking, and delivery of online orders to ensure customer satisfaction. This role involves managing inventory, preparing shipping documentation, monitoring package flow, and collaborating with warehouse and transportation teams to meet strict timelines. The associate ensures compliance with company standards and regulatory requirements while leveraging FedEx’s advanced logistics systems to optimize routes and reduce costs. Strong organizational skills, attention to detail, and the ability to work in a fast‑paced environment are essential, as the position plays a key role in supporting FedEx’s commitment to reliable and timely e‑commerce fulfillment.