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Cary Pappas serves as president and chief operation officer of FedEx Customer Information Services (FCIS). In this role he oversees all aspects of providing the customer-facing voice of FedEx throughout the world including strategy planning technology engineering and operations. FCIS is a subsidiary of FedEx Services.
Cary began his 25-year career as a FedEx Express courier and has held many leadership positions in the company. He leads with a people-first philosophy and provides a workplace culture that empowers employees to make sound decisions to help customers with their information logistics and shipping needs.
FCIS is an expansive organization with over 5 000 employees and 50 call centers throughout the world designed to provide customers with world-class customer service and to ensure the FedEx customer experience is ‘absolutely positively’ simple and easy. While FCIS handles over 360 000 daily calls in the U.S. alone the organization’s mission goes beyond 1-800-Go-FedEx and the extensive automated options available on fedex.com.
In addition to providing front-line customer support FCIS is also comprised of divisions responsible for all aspects of the customer experience. This includes tracing claims language support resolution invoicing revenue management training engineering of technology global strategy and providing customers with integrated customized packaging and service solutions across the family of FedEx operating companies.
Cary earned his bachelor’s degree in marketing transportation from the University of Memphis and is a six-time recipient of the prestigious Five Star Award the highest recognition bestowed by FedEx. | 