Janelle Dunn

Experience

1. Project Engineer

   Fedex Services

   Jul 2021 — Present · Memphis, TN, US

   Project engineer for Invoice Adjustments - Enterprise Revenue Adjustments (ERA) domestic and international • Leads multiple projects simultaneously; design to reduce operating issues, increase revenue, and enhance customer service • Develop requirements and establish strategies for new project proposals with business, operations, and marketing • Support product development and integration into FedEx Revenue Systems; relaunch Post covid MBG (Money Back Guarantee) and MFXR • Conducts research for customer complaints and system issues • Closely collaborates with project members to perform conceptual, technical support, detailed design and analysis of project deliverables- Adobe XD GUI design current and future state mocks • Prioritizes initiatives and defects according to business needs - inform business user and customer service agents on system work arounds and data • Gain global alignment of all regions for process standardization, global efficiency improvements, and solutions for optimal customer experience • Defect resolution focus on global defects in ALM system; collaborated with IT to create new IA standards that decreased new defects opened by 50% in 2022 • Successfully migrated over internal FedEx employees from ESC to IMAGE system • Grants ERA Production and Test access set up and support: IMAGE roles, approval limits, ePDSM tickets • Notifies internal users of planned system outages along with unplanned system downtime • Certified as FedEx QDM Expert(Quality Driven Management) July 2021 • Led the Cash Applications Quality Action Team from 9/2021 – 10/2022 – resulted in the reduction of $30 million in pending approvals o Worked directly with Cash Applications Managers to create CA Training manuals and videos into FedEx Learning Center o Monitored the resolution of Cash Applications- Oracle defects o Worked with managers, analysts, and IT to improve reporting of cash applications o Escalated issues third party vendors and customer service agents

Education

• Christian Brothers University

  Masters of Science, Engineering Management, 4.0

  2015 — 2018

• University of Tennessee-Knoxville

  Bachelor of Science (BS), Industrial Engineering

  2007 — 2012