FedEx Express Canada
Federal Express Canada Corporation is a global logistics and transportation company offering domestic and international shipping, and e-commerce solutions. The company uses advanced package status tracking systems, automated customs clearance services and a dedicated air and ground transportation network to serve Canadian and global markets. FedEx Express Canada employs approximately 6,400 people (over 350 of which dedicated exclusive to customer experience) in over 70 facilities coast-to-coast.
Patsy Bertoia’s primary responsibility is to ensure every experience a customer has with FedEx is outstanding. As Managing Director of FedEx Express Canada’s three customer contact centres and Global Trade Services teams, Bertoia and her team of 900 service and advisory professionals help connect Canadian businesses with Canadians and the world every day.
Bertoia has extensive experience adopting to and anticipating new trends in Canada’s transportation industry. This includes the implementation of new communications platforms within FedEx Express Canada’s contact centres and the integration of new digital customer service portals. She is instrumental in developing best practices that have led FedEx Express Canada to be the only employer in Canada to be certified 14 times, including a record nine straight “platinum” designations in a row. Bertoia was also the recipient of the Exceptional Customer Service Experience award in 2014 by the Customer Service Professional Network, and won award from SQM for Contact Center Award of Excellence in Standard Operating Procedures in 2015.
Bertoia joined FedEx in 1986 and quickly progressed through the organization, becoming managing director in 2003. Her career has spanned more than 30 years of customer service experience and 28 years in management.
Patsy Bertoia is a strong proponent of the service culture and her leadership has played a key role in quality-driven leadership throughout FedEx Express Canada’s operations.