FedEx TechConnect:Rebecca Armstrong
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: Rebecca Armstrong
Tell the story about what this nominee achieved since the beginning of July 2013 (up to 650 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:
Rebecca brings a fresh and innovative approach to TechConnect exemplified by significant positive results in customer satisfaction and process efficiency. Most significantly, Rebecca has completed all of the work outlined in this document in less than (2) years (July 2013/2014) and with a smile!
As an Engineer, Rebecca is tasked with providing innovative solutions for Global Customer Service that drive improvements for customer experience and operational efficiencies. She is directly responsible for maintaining the Supplies application within the customer service rep servicing platform which processed over 450,000 phone orders in 2013. Rebecca led fact finding calls and developed processes that reduced fraud, reduced supply misuse and improved efficiency. As a direct result of her work, there has been a 28% increase in Supplies Compliments from customers and a 7% increase in automation orders which reduce the amount of time customers need to order their supplies. To better prepare for the 2014 holiday season, Rebecca identified customers with high volumes of Address Corrections and worked to identify solutions to reduce Address Corrections. By listening to 150 customer phone calls, she found a connection between restricted accounts and mapped out a solution within the Interactive Voice Response technology in use today by TechConnect. Her process change will provide better information to the customers more quickly and conserve FedEx time and money.
Always with a view of her internal customers in mind, Rebecca proactively takes action to ensure her management customers have the most up to date information and reports to effectively manage their teams. Rebecca has compiled over 400 daily, weekly, and monthly reports detailing chat customer service performance. She takes feedback from Chat Managers to adjust the reports in order to provide an efficient coaching tool that customer service representatives can understand. She leads a monthly review with managers and directors to review the chat performance and provide recommendations to improve on key metrics. In order to automate manual functions, she converted the existing report from Excel to Tableau Data Visualization Software saving herself approximately 10 hours monthly and providing a better review tool for her internal customers.
Rebecca is particularly committed to our external customers and launched a full-scale investigation into a Supplies ordering issue for a multi-million dollar account. Worldwide Account Manager Marianne Adrulewich stated that “Rebecca was able to troubleshoot the issue to its root cause, implement a system wide fix and ultimately recover the customer experience. With her diligence and tenacity, we restored the relationship to a positive and stable status and have continued to grow this important segment of shippers.”
Rebecca has always been a team player and has taken on several projects outside her area of expertise. She has traveled across the country to collect over 270 hours of data points to be used for labor models and was a critical player in an effort to establish 100 handle time targets by providing extensive Engineering analysis through data collection, recommendation, and presentation.
Rebecca has been recognized within FedEx TechConnect with numerous Bravo Zulu Awards for her outstanding performance beyond normal job expectations. She is a recipient of the 2014 Pinnacle Award which identifies team members with positive attitudes, “can-do” spirits, leadership, and performance.
Rebecca sincerely exemplifies the FedEx philosophy of People – Service – Profit. She demonstrates a desire for innovation in the services and technologies that improve the way TechConnect operates, and she embodies the absolutely, positively spirit that FedEx was built on. She not only delivers on the Purple Promise but inspires others to a culture of prosperity and progress as well.
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