1. Debra Simpson
7716 Meadow Ridge Lane Olive Branch, MS 38654
901.461.5256
dpsimpson@fedex.com
S U M M A R Y
Educated professional with over 33 years experience in customer facing environments. Strengths include
strong communications skills, presenting to executive leadership, networking, project management,
organization, and leading teams to improve processes and improve the customer experience.
P R O F E S S I O N A L E X P E R I E N C E
Project Management Analyst/Sr. Project Management Analyst – FedEx TechConnect
Memphis, Tennessee, May 2007 – Present
 Currently serving as FTC Lead on multiple projects including Enterprise Access Controls & Integration
(EACI), Phase’s 2.0, 2.5. and 3.0, Ground Shipper Number Expansion, and Code Purple. Responsible for
overseeing projects, including delegation, tracking and completion of all project tasks across
department/division lines. Create and maintain project plans including timelines and provide regular
updates to executive management, officers and directors.
 Managed cross OpCo team for the Corporate Switchboard Transition from FedEx Services IT to FTC.
Solely performed the research,collection, and analysis of call volume reports to measure operatonal
efficiencies, making the necessary adjustments to improve efficiencies prior to the transition Prepared and
presented reports to executive management and officers to substantiate the process improvements which
resulted in a 53% reduction in call volume and provided a cost savings of over $178,000.
 Managed the Remote Rep Pilot Program for FTC. Obtained all necessary resources within FTC, IT, Legal
and Human Resources to ensure participation from all areas impacted. Benchmarked with several
organizations who successfully launched remote rep programs to gain insights and knowledge. This
provided necessary information to develop a remote rep program which would be a win/win for both the
reps and the company. Personally scheduled weekly meetings, assigned tasks and held members
accountable for their deliverables. Project was delivered ahead of schedule and within budget.
Associate Project Management Analyst – FedEx TechConnect
Memphis, Tennessee, May 2006 – May 2007
 Assigned to Revenue Process Management Strategy – Responsible for collecting customer research
data, identified synergies relating to customer pain-points with revenue processes. Presented analysis of
the data to management.
 Facilitated Corporate Executive Board by maintaining contract with Research Vendor; communicated the
vendor’s services and functions to Vice Presidents via presentations. Leveraged research to provide
organization with current best practice customer contact trends. Facilitated requests for custom research
and arranged for member hosted forums.

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Senior Trace Representative – Customer Support – FedEx Express
Memphis, Tennessee, July 1984 – May 2006
 Provided tracing support for customers while pro-actively identifying FedEx service failures. Provided
assistance to avoid, correct or minimize the adverse effects of the failure.
 Identified and reported to management existing or potential package system problems, improper operating
procedures, security problems (thefts and losses).
 Selected to serve as Manager Assistant. Empowered to make decisions at management level around
escalated customer issues for 10 years during tenure as Trace Representative.
E D U C A T I O N / T R A I N I N G
DOWLING UNIVERSITY – Oakdale, NY (Memphis Satelitte Campus)
MBA in Management and Leadership – November 2009 - 3.8 GPA
UNIVERSITY OF MEMPHIS – Memphis, Tennessee
BBA in Marketing – August 2005 – 3.7 GPA
Dean’s List numerous times
DALE CARNEGIE – Memphis, TN.
Effective Communication Skills
VILLANOVA – Online
 Essentials of Project Management Certificate of Achievement
 Project Management Professional Prep Certificate of Achievement
FedEx – Online
 Quality Action Teams
 QDM Tools
 Creating Executive Presentations
 Leading Teams
 Becoming an Emotionally Intelligent Leader
 Interpersonal Communication
A W A R D S
 Five Star – 2008
 Circle of Success – 2008
 IT Hall of Fame – 2013
 Rising Star award in 2013, 2014 and 2015
A D D I T I O N A L S K I L L S
 Achieved over 33 years with FedEx Corporation spanning various departments and OpCos.
 Software Skills include: Microsoft Project, Visio, Powerpoint, Excel, Word