Arlene was very professional, patient, and knowledgeable regarding the somewhat complicated shipping requirements I had and provided me with very helpful recommendations regarding how best to complete my order, so much so that I asked if I could speak with her manager to express my appreciation. Her manager had left for the day so she directed me to this website. She was professional in her demeanor, confidence in presenting options I did not know existed, but were quite beneficial. She was cheerful, friendly, looked me in the eye, and had a positive, courteous attitude. FedEx would do well to recognize Arlene's strengths and enable her to share and train and lead others to the same level of professionalism and customer service.