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Company: FedEx TechConnect, Memphis, TN
Company Description: FedEx provides customers and businesses worldwide with a broad portfolio of transportation, e-commerce and business services. We offer integrated business applications through operating companies competing collectively and managed collaboratively, under the respected FedEx brand. FedEx consistently ranks among the world's most admired and trusted employers.
Nomination Category: Customer Service & Call Center Awards Individual Categories
Nomination Sub Category: Young Customer Service Professional of the Year

Nomination Title: Markisha L. Williams, Customer Service Engineer

Tell the story about what this nominee achieved since the beginning of July 2011 (up to 500 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

When FedEx made increasing share in the small business segment a strategic focus, customer service contact centers became a key lever in fostering immediate and sustained business growth. Markisha Williams (27) joined the FedEx team in March of 2011 as an Engineer in the Customer Service Engineering department. Ms. Williams hit the ground running, becoming passionate about the customer onboarding experience. Over the course of her first year and a half at FedEx, Ms. Williams redefined the small business customer onboarding experience, streamlined six disparate Marketing initiatives and delivered several key initiatives driving revenue increases and reducing fraud.

Together, these initiatives generated outstanding financial and experiential results:

•$10M in annual incremental revenue
•5% increase in activation rates (accounts that ship)
•5% increase in automation usage
•88% increase in compliments
•Significant reduction in fraudulent accounts opened at call centers

Beginning August 2011, Ms. Williams supported the launch of the New Account Activation program in Phoenix and took over as project lead in October. Ms. Williams focused the new account setup process via 1800GOFEDEX on customer education, redefining success from providing an account number to onboarding an active customer. Ms. Williams and her team reengineered processes to have agents walk customers through their first transactions and set up fedex.com logins.

In October of 2011, Ms. Williams teamed up with FedEx Marketing as the FedEx TechConnect lead for the launch of the ALOHA onboarding improvement program. ALOHA implemented an onboarding experience for new small business customers, improving activation rates and increasing productive shippers. Ms. Williams led the FedEx customer service launch in June of 2012, implementing processes to welcome new small business customers to FedEx through outbound calls and providing relevant tools, information, and resources. The effort transformed customer service reps’ jobs from order takers to revenue generators!

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To further improve the onboarding experience, Ms. Williams will engage in three additional projects in 2013. Among those are:

•Launch an International onboarding program for FedEx’s strategic global customers
•Reengineer account notifications and restrictions
•Deploy feature rich backup software

Ms. Williams’ efforts to lead and coordinate concurrent efforts have been recognized by David Knight, Director of Customer Service and Account Onboarding Director Lead: “Markisha’s leadership positioned FedEx TechConnect to deliver an outstanding first customer experience, collaborating with team members from multiple organizations, increasing account activation and revenue generation.”

While working diligently to improve the customer onboarding experience, Ms. Williams was chosen as the VP’s organization’s representative in the “I am FedEx” campaign, recognizing FedEx employees’ passions for their careers, their company, and their customers.

Provide a brief (up to 100 words) biography about the nominee:

Markisha Williams (27) is a 2008 Industrial Engineering undergraduate of the University of Tennessee. Upon graduation, she accepted a position at Bridgestone Americas, Inc. as an associate engineer in Supply Chain and Logistics. With a passion to return to her hometown, Ms. Williams moved to Memphis in 2011 to work for the company that inspired her to be an industrial engineer, FedEx, as a Customer Service Engineer. She is currently working on her Master’s degree in Engineering Management at the University of Tennessee Chattanooga. Ms. Williams serves the community as a Grizzlies Foundation TeamUp Mentor at The Soulsville Charter School.