• Respond to inbound calls from customers, addressing inquiries related to shipments, tracking, and delivery schedules.• Resolve customer issues promptly and effectively, ensuring a positive customer experience.• Utilize FedEx systems and tools to track packages, initiate investigations, and provide real-time updates to customers.• Collaborate with internal teams to address and escalate complex customer concerns.• Meet and exceed key performance indicators, including call resolution time.• Trained and became a certified Dangerous goods specialist responsible for labeling and packaging hazardous material according to the transportation, distribution, and package handling regulation and policy.

• Provided email and chat support to Apple iTunes customers, addressing inquiries related to refunds, gift card issues, and Apple ID.• Demonstrated in-depth knowledge of iTunes products, policies, and procedures to resolve customer issues accurately and efficiently.• Handled case escalations, ensuring timely resolution and customer satisfaction.• Transferred cases to specialized teams when necessary, collaborating with internal departments to resolve complex issues.