David Edwards
Camp Hill
Summary
Dedicated service assurance agent with a focus on enhancing customer satisfaction and resolving inquiries. Proven ability to collaborate effectively, train staff, and maintain high standards of service quality in fast-paced environments.
Overview
37
37
years of professional experience
Work History
Delivery Driver
FedEx Express
Middletown, PA
10.1994 - 05.2026
- Ensured timely delivery of packages while adhering to safety protocols and traffic regulations.
- Operated delivery vehicles efficiently, optimizing routes for maximum productivity.
- Maintained accurate documentation of deliveries and pickups using handheld devices.
- Assisted in training new drivers on company policies and operational procedures.
- Implemented process improvements that enhanced delivery efficiency and reduced delays.
- Collaborated with team members to resolve customer issues and enhance service quality.
- Provided feedback to management on operational challenges, contributing to strategic planning initiatives.
- Delivered packages to customer doorsteps and business offices.
- Read maps, followed oral, and written instructions and used GPS technology to make deliveries.
- Maintained upbeat, positive attitude in busy, customer-focused environment.
- Loaded truck and properly secured items to prevent damage for deliveries.
- Worked scheduled hours as required and took on available shifts during holidays and busy periods.
- Managed customer inquiries and complaints in polite and professional manner.
- Upheld high standards of professionalism while representing the company during interactions with customers, vendors, and other stakeholders.
- Demonstrated exceptional time management skills in consistently meeting tight deadlines without compromising quality or safety.
- Inspected and maintained delivery vehicles regularly to keep in safe working order.
Service Assurance Agent
FedEx Express
Middletown, PA
08.2020 - 08.2021
- Ensured compliance with service quality standards across all operations.
- Facilitated timely resolution of customer inquiries and complaints.
- Coordinated with cross-functional teams to enhance service delivery processes.
- Monitored performance metrics, identifying areas for improvement in service assurance.
- Trained new staff on operational procedures and best practices for customer service.
- Identified potential areas of improvement within the service assurance process, contributing to cost-saving measures and increased efficiency.
- Consistently met or exceeded performance targets for service quality, response times, and problem resolution rates.
- Collaborated with team members to identify root causes of recurring problems, implementing measures to prevent future occurrences.
- Enhanced customer satisfaction by promptly addressing and resolving service issues.
- Delivered comprehensive reports on service assurance metrics, enabling management to make data-driven decisions regarding operational improvements.
- Received frequent commendations from both customers and supervisors for outstanding dedication to ensuring timely issue resolution and maintaining high-quality standards of service delivery.
Restaurant Manager
Red Lobster
York, PA
01.1989 - 10.1994
- Led daily operations to enhance guest satisfaction and streamline service delivery.
- Trained and mentored staff to ensure adherence to quality standards and operational protocols.
- Implemented cost-control measures, optimizing inventory management and reducing waste significantly.
- Coordinated staff schedules, ensuring adequate coverage during peak hours for seamless service execution.
- Fostered a positive work environment, promoting teamwork and collaboration among diverse teams.
- Maintained compliance with health and safety regulations, ensuring a safe dining experience for guests.
- Carefully interviewed, selected, trained, and supervised staff.
- Correctly calculated inventory and ordered appropriate supplies.
- Monitored inventory of supplies and purchased orders to maintain adequate stock levels.
Education
GED -
Marion High School
Marion, INSkills
- Positive attitude
- Customer service
- Teamwork and collaboration
- Attention to detail
- Time management
- Dependable and reliable
- Punctual
- Problem-solving
- Excel and Outlook
- Customer interaction
- Pre-trip and Post-trip inspections
- Dispatch communication
Timeline
Service Assurance Agent
FedEx Express
08.2020 - 08.2021
Delivery Driver
FedEx Express
10.1994 - 05.2026
Restaurant Manager
Red Lobster
01.1989 - 10.1994
GED -
Marion High School