© 2013 FedEx

The ExpediterThe FedEx Custom Critical Newsletter: 2013 Issue 4

Page 2: The Expediter

The FedEx Custom Critical Newsletter: 2013 Issue 4

Page 3: Facilities Maintenance Projects

Page 4: Air Expedite Restructure

Page 5: Global Poverty Project

Page 6-7: White Glove’s 25th Anniversary

Page 8: Quest for Quality Award

Page 9: Akron MarathonRobby Robinson: Softball HOF

Page 10: Shipping Studies Campaign

Page 11: What’s Up at FedEx Custom Critical?

Page 12: The ELT: Get to Know Me

The ExpediterIntroductionIn this issue of The Expediter, we learn about White Glove’s25th anniversary, the restructureof the Air Expedite departmentand FedEx Custom Critical’s partnership with the GlobalPoverty Project. You will alsolearn about projects completedby the Maintenance team andthe recent Shipping Studiescampaign. Also, make sure tocheck out our exciting, newestaddition to the newsletter, featured on page 11. Enjoy!

Page 3: The Expediter

Facilities MaintenanceProjects

Mike Lombardi, Maintenance

Most of you know the Maintenance team for thewonderful work they do in completing the hundreds ofhelp requests we receive annually. The team also does alot more to add value to the company’s bottom line andto our commitment to provide The Purple Promise everyday. I would like to take this opportunity to share some ofthe numerous projects that the Maintenance team hascompleted over the past several months.

Milliken Carpet Replacement Discovered a warranty issue with the existing carpet wehad and after many phone calls and visits by Milliken, wewere able to file a claim with them that allowed us toreplace the defective carpeting. This claim resulted in asavings of $153,000 for new carpet.

Energy Efficiency Demand Reduction Submitted a project to First Energy to reduce ourmonthly energy demand by scheduling changes to theHVAC units. This has resulted in the approval of a costavoidance rider that saves approximately $800 eachmonth on the utility bill.

Electrical Supplier Contract Extended our electrical supplier contract by an additional24 months and negotiated a one cent reduction in theKWH charge by our supplier. This may not seem likemuch, but given we average around 700,000 KWH’s permonth, the average savings is $7,000 per month.

Parking Lot Fixture Upgrade Negotiated for better pricing and warranty with G.E toreplace the existing parking lot fixtures, which hadbecome very costly to maintain, with all new LEDfixtures. This project resulted in a reduction of 14,686watts per month on the utility bill. When combined withmaintenance savings, it will be close to a savings ofmore than $130,000 for the warranty period of 10 years.

Hot Water Tank Upgrade Investigated the available options in replacing our twoexisting hot water tanks, which has included reviewingthe original engineering specifications. We have decidedto change from two electric hot water tanks to one gas-fired hot water tank that has nearly the same capacityto produce hot water. This will save us even more on theelectrical utility cost. The new model only increases gasusage based on demand, which results in an efficiencyrating of 97 percent during heavy demand and a rating of99 percent during off-peak hours.

The Maintenance team is also working on other excitingsourcing projects that will give the company further costsavings. We will be pooling our purchasing power withthat of FedEx Corporate so that our facilities will continueto streamline expenses.

On behalf of everyone at FedEx Custom Critical, I wouldlike to thank the Maintenance team for all of their workand dedication.

Page 4: The Expediter

Air Expedite Restructure Scott Garchar, Air Expedite

Recently, in an effort to enhance the customerexperience, Air Expedite has undergone many

changes in its department. We will look at a timeline of thechanges, new systems developed and the next steps of thisongoing process so that you can see how this changeimpacts the customer.

Departmental Restructure Timeline• June 2011—first communications discussing a

departmental restructure to position Air Expedite for future growth in the global marketplace

• January 2013—team reorganized to put Pre-flight TOC/Core together and In-flight TOC/Core together

• April 2013—Air Expedite announces addition of technicalleads (Kim Howe, Katie Taylor, Stacey Shew, Jenn Cain, Frederick Ferrell) as an extension of the AE leadership team in regard to Operations, training and feedback, ongoing processes and practices.

• June 2013—To optimize the use of our temperature-controlled shipping containers, a temperature control container coordinator role is created and filled by Jill Snyder.

New Systems and Applications• After several months of research and presentations,

Mercury Gate was selected as the new Air Expedite operating system to replace eFMS/FMS. Analysis wrapped up in April 2013. Development, testing and implementation is expected to be complete in August 2014.

• Stacy Hall temporarily came to Air Expedite in July to help the team transition to iService, an email management and storage program to help organize and process the hundreds of emails coming into the team each day. Once fully implemented, this software will help our customer email experience by assigning agents work tasks (just like our phone routing) and minimizing full inbox messages to customers.

Next Steps• Cross training of Core agents on the temperature-

control products and processes

• Cross training of TCS agents in the Core services (Charter, On Board Courier, Rescue, etc.)

Overall, the restructuring of the Air Expedite department hasproven successful, as the ongoing process will continue toenhance the customer experience. As manager of the AirExpedite team, I am very excited about the restructure andfuture potential it will be accommodating.

While major changes like our restructure are hard andoftentimes difficult, we felt strongly that in order to bring inthe double-digit growth expectations, we needed to shiftaway from our singular approach of the past. I am confidentin our agents and professionals in Operations, and I trust my leadership team to execute on the goal of superbcustomer service.

AE Customer Kudos • ITT Exelis—Geospatial Systems, Rochester, N.Y.: “In the

midst of one of the meetings at Logistics Analysts, Patrick Opladen made a point of stating that he has had some AE panic situations and that he cannot say enough nice things about Karen Harlan. She has really jumped through hoops for him and saved the day. He was effusive in his praise of her attitude and superior level of customer service.”

Kudos to Karen! – Kathy

• “I just wanted to pass along ‘kudos’ to a member of your team. Elizabeth Brown is doing a fantastic job with Sigma Tau Pharmaceuticals (Arlone) in Gaithersburg and STP (Keith) in Indianapolis. They couldn’t be happier with her. This is a great rebound from the recent experience they had when the Greenbox pallet shipper was discontinued. They are currently working with us in ‘qualifying’ a new container and expect to make their first ‘product’ shipment by the end of November.”

Kudos to Lizzy! – Bill

Keep up the great work!

Page 5: The Expediter

FedEx Custom Critical Teams UpWith the Global Poverty Project

Did you know that 1.4 billion people on our planet live inextreme poverty? The Global Poverty Project's (GPP) missionis to increase awareness, raise money and motivate peopleto take action to help decrease extreme poverty.

In September,FedExCustomCriticalteamed upwith FedExCorporateContributionsand GPP toprovidecharitableshipping forthe GlobalCitizenFestivalconcert thatwas held in

Central Park in New York City. The concert, which took placeon a giant stage transported by FCC, featured StevieWonder, the Kings of Leon, Alicia Keys and John Mayer.

The project took four months of planning, and the team wascomprised of many departments within the FedEx family.FCC’s logistical experts worked with the GPP to coordinatethe safe delivery of a massive stage that was moved fromColorado to New York. FCC also moved 12 step-deck andflatbed trucks full of stage equipment through the streets ofManhattan. In addition to the stage, FCC shipped all of theadvertisements, billboards and kiosk stations.

Project Manager Ashanti Grace said that the event cametogether amazingly to serve some of those in such greatneed. The GPP raised millions of dollars that will help feed,educate and shelter many children around the world.

“It was so rewarding to see the FedEx name tied to such a worthy cause,” Ashanti said. “We were proud to be apart of it.”

From theGlobal Poverty

ProjectEnding extreme poverty will be one of the greatestchallenges for our generation. Widespread access totechnology and increasing interconnectivity present akey opportunity for us to positively impact the lives ofthe world’s poorest.

We used the 2013 Global Citizen Festival as an advocacytool to achieve policy wins across four key areas:Health, education, women's equality and globalpartnerships for development. We believe that thesecore areas can have a significant impact on acceleratingprogress toward ending extreme poverty. We used thestage (thanks to FedEx) to showcase some of theleading global partnerships out there right now, as weare currently working to be able to announce newpartnerships. The Global Citizen Festival was a uniqueopportunity for us to feature some of the leadingsocially responsible companies in the world. We werethrilled to work alongside companies like the Cotton OnFoundation, HP, FedEx, Forbes and Kidnected World tobuild a movement to end extreme poverty. All of thesesponsors understand that ending extreme povertyrequires us to work through global partnerships. Whencorporations, governments, nonprofits and individualsjoin together, we can have tremendous impact on thelives of the world’s poorest.

The Global Poverty Project and our partnersfundamentally believe that you should be able to followyour dollar and be proud of the journey it takes. As‘corporate social responsibility’ becomes a householdterm, customers increasingly seek products that areethically sourced. In this day and age, socialresponsibility in the private sector makes ‘cents.’

Boogdak Xl Stage that was moved by FCC Logistics team

Page 6: The Expediter

Moving Toward the Future

Rachel Edmunds, White Glove

White Glove Services (WGS) recently celebrated its 25thanniversary. During that time, WGS has been highly excitingand successful. There have been many milestones alongthe way, including:

1988: Our journey wasstarted when a specialproducts group wasestablished to handleunique customerrequests, promptingJim Snider to startWhite Glove Services(WGS). During thefirst few years, WGSgrew to amulti-million dollarbusiness, providingoutstanding customerservice andbottom-line results.

1991:Temp-Assureservice launches andquickly becomes 20percent of totalbusiness.

1993: WGS movesinto overdrive with itsfirst art shipment fromthe ClevelandMuseum of Art, firstflatbed service andfirst shipment toAlaska.

1994: WGS isapproved to carryhigh-level explosivesand kicks offSatellite-MotorSurveillance.

1997: WGS celebratesa record $1 millionrevenue week.Extraordinarydeliveries: Specialultrasound equipmentused to view seven,soon-to-be-bornMcCaughey babies;X-ray equipment used for theUnabomber trial.

1998: $1 million worthof recordingequipment moved forStevie Wonder’sprivate studio; criticallaunch items shippedfor John Glenn’shistoric shuttle flight;Jurassic Park “LostWorld DinosaurExhibit” transportedto Hartford, Conn.

Happy 25th Anniversary White Glove

The original White Glove team

The White Glove fleet through the years

White Glove delivers to Oprah’s Harpo Studios

White Glove delivers fragile art shipment

Page 7: The Expediter

2013: What the Future Holds

Carl Kiser, White Glove

White Glove has evolved over the years by being asolutions-based, premium service provider. Each newproduct offering has grown as the result of listening to thecustomer and finding ways to meet their needs. From thepower-generation field to Temp-Assure Validated services,the customer has driven our business.

Looking forward, we will focus on temperature control andhow we can better serve our customers. The increasingdemand for temp-control capacity, along with a fleet andcustomer service group that can provide top-notch service,is the key to our growth. We are going to hone our already-strong capabilities in an effort to lead the industry.

Listening to customers and acting on their feedback isgoing to be as critical moving forward as it has been up tothis point. White Glove has been, and will continue to be,top-of-mind when a customer thinks best-in-class service.

From fire trucks to helicopters, gaming equipment toMonets and sea turtle eggs to penguins, we have seen itall. The list of specialty items White Glove has transported isever growing, but here are a few of the more memorableones:• Elton John’s red piano• Lenny Kravitz’s custom-made crystal chandelier• Muppets animatronics• Many large art collections from the masters• Space shuttle components and sensitive items destined

for the International Space Station• McDonald’s specialty sandwiches• Concretions with pirate treasure• Orange County Chopper fabricated for HP• Boxes of cakes from famous bakers in celebration of the

Food Network’s 10th Anniversary

2000: Roberts Expressis re-branded,becoming FedExCustom Critical. FCCacquires PassportTransport, whichmoves high-valueclassic, specialty andmodern cars.

2004: WGS introducesTemp-AssureValidated (TVAL)service, whichincludes vehicles withthermal mappedcargo boxes andhard-copytemperaturedocumentationprovided at delivery.

2008: In order tobetter meet customerand contractor needs,a separate DispatchTeam is created.

2010:The growth ofour governmentbusiness led to theformation of aspecializedGovernment Teamintroduced inSeptember.

2011: SecureCommTeam is created toprovide 24/7management of allsecure proceduresoffered through WGS.The experienced,secure transportagents offer proactivenotification, increasedmonitoring andspecial routings.

Passport Transport delivers classic car

TVAL data tape reader in use

Special Gulf Turtle Rescue trailer

Page 8: The Expediter

And The Quest for Quality AwardGoes To…

Six subsidiary companies of FedEx Corp. have been highlyranked by Logistics Management (LM) magazine readers inthe 30th Annual Quest for Quality awards. Four of the sixFedEx companies were recognized as the best in fivecategories, including FedEx Custom Critical’s ranking of thenumber one Expedited Motor Carrier. The 2013 rankings ofFedEx companies among the Quest for Quality awards areas follows:

Quest for Quality FedEx Operating RankingCategory Company

Air Express Carriers FedEx Express 1

LTL Carriers, Multi-Regional FedEx Freight 1

LTL Carriers, National LTL FedEx Freight 1

Surface Package Carriers FedEx Ground 2

Truckload Expedited Motor Carriers FedEx Custom Critical 1

Freight Forwarders FedEx Trade Networks 2

3PL Value-Added Warehouse & Distribution Operations FedEx SupplyChain 1

3PL Transportation Management Solutions FedEx SupplyChain 3

For three decades, LM’s Questfor Quality survey has beenregarded in the transportationand logistics industry as the mostimportant measure of customersatisfaction and performanceexcellence. To determine the bestof the best, more than 6,175qualified LM readers ratedcarriers, third-party logistics (3PL)service providers and U.S. portoperators strictly on the basis offive criteria: On-timeperformance, value, informationtechnology, customer service andequipment/operations. In order tobe a “winner,” a company had toreceive at least five percent ofthe category vote.

The awards were presented to representatives of winningcompanies at a gala celebration that took place on Oct. 23in Denver. Jason Frederick, managing director ofOperations, represented FCC.

This recognition reflects the hard work, commitment anddedication of all of our FCC team members. Keep up thegreat work!

GSK Recognition Award

In October, FedEx Custom Critical received the GSK Awardin recognition of two 100 percent metric achievements.Below is an interview with Bill Adams to learn more aboutthe award.

Q: What is the GSK award?A: The award is entitled, “Pharma Transport CarrierExcellence Award.” Stephen Wilson of GSK presented theaward to Darin Ayers and me during the annualSales/Operations meeting in Knoxville.

Q: What did FCC do to receive this award?A: FCC was able to achieve 100 percent in the“claims-free” and “security incident free” metrics on 254shipments handled within the past year. This is a standardthat GSK uses as a measure of excellence for all of theirpartner carriers.

Q: What does this reward mean for FCC? A: From a business standpoint, this award has meantincreased business opportunities. We have proven to GSKto be an extremely reliable option for pharmaceutical movesdue to our security protocols.

From an employee engagement standpoint, the WhiteGlove agents responsible for this account take great pridein the GSK account and the high expectations thrust uponthem. Kevin Danley and Brooke Fickes have worked tocreate a partnership with GSK, and this recognition helps tovalidate the time and effort they have put into this account.

At every Quarterly Business Review, security is always the number one topic of discussion. The year prior, FCC had some security deviations that caused GSK to questiontheir use of us as one of their primary partner carriers.Personally, I am very pleased to receive the award on behalf of FCC, as it shows the collaborative effort of theWhite Glove team, SecureComm and our owner-operatorsto raise the level of our performance in order to keep andgrow the business.

Bill Adams (White Glove) receives GSK Award from Stephen Wilson of GSK

Page 9: The Expediter

Running the Akron Marathon

The Akron Marathon is a world-class running event thatdraws thousands of participants every year. FedEx CustomCritical has sponsored the race since its start in 2003. Inthe wake of the recent Boston Marathon bombings, theAkron Marathon enhanced its security measures. FCCwas part of this effort. Runners were provided with clearFedEx Custom Critical gear bags and only those bagswere collected at the gear check prior to the race. Thisservice played a large role in ensuring a positive raceexperience for the runners, as it is also was a great wayfor FCC to support the community and marathonparticipants. Dozens of FCC employees volunteered theirtime this year to make this service possible. In addition,more than 30 team members actually signed up to run inthe Akron Marathon, either in the full 26.2-mile marathon,the half marathon or the five-person team relay. One ofFCC’s team members, Colleen Tate (Surface Expedite),finished first in her age group and finished 7th overall outof 15,000 runners. Congratulations!

Thank you to thefollowingvolunteers whohelped out at thisyear’s AkronMarathonactivities: Sue GrafJennifer CucklerJennifer Miller Megan HershbergerRyan HenaryGreg GoreRich Landsmann Brooke TabakaMark YacovazziChristina LambMeredith Deidrick Virginia Albanese Peter AlbaneseAlex Albanese Lauren FairleyMatt Murdick Susan MillerMeghan Mathews Fred MathewsGrace ReserJesse James

Brian BrindleAshley Brindle Ross GolubLindsy Williams Vickie Shadie Lisa Garrett Steve Fulkman

The following FCCemployees eitherran in the fullmarathon, thehalf marathon orthe five-personteam relay: Chuck AdkinsJames ArthurJoe BodnarElizabeth BrownDiana CarrDavid Christian Justin ColemanEllen DedinskyTiana DouglasKaren FaberChristine FerranteBrian Godwin Chad HendersonDave Hill

Donna HuntBen KantorowskiMichael LangfordJennifer LinnJennifer LogsdonGabrielle LorenzoJim MaggaMelissa McCrackenWilliam McFarlinAmanda McRobieJennifer MillerKevin OldakerEileen PologiMichele Potts Georgetta PurdyJames SpidellCarla SturmDamiano TassoneColleen TateChris TranbargerBill WallisJane WeisenburgerLiz WilliamsJennifer Wolfe

Robby Robinson Inducted intoSummit County Softball Hall ofFame

Congratulations to Robby Robinson (Safety) on beinginducted into the Summit County Softball Hall of Fame.Robby played fast-pitch softball from 1978 to 2008,during which his team won five NEO championships,eight tournament championships and played in fiveworld tournaments. He is being inducted into the hall offame along with his father, Robert Robinson, Sr.

“It means a lot to be inducted into the Hall of Famealong with the baseball players that I knew in my youthfrom watching my dad play,” Robby said. “I am alsothankful for the people here at FedEx Custom Criticalwho allowed me a very flexible work schedule in orderto make this induction possible.”

Page 10: The Expediter

Tina Vahalik, Sales

FedEx Custom Critical has been transportingtemperature-control shipments for more than 20years. As temperature-controlled shipping experts,customers have been coming to us to look at theirtransportation plans as they prepare to launch newproducts to market, or to qualify their shippinglanes. To help meet this demand, we have launcheda new service called Temp-Assure Shipping Studies.Temp-Assure Shipping Studies allows us to offercustomers something that goes beyond trucks andplanes, it allows us to offer our expertise.

When customers use this service, they come to usbefore the shipping process begins. Most of thetime, the customer is either an establishedpharmaceutical company launching a new product,or is a new pharmaceuticalcompany looking to establish itstransportation plan. In any case,we can use our shippingexpertise to help build out theirtransportation plans to get themthe necessary approvals theyneed from the FDA.

When we begin a shippingstudy, we will look at variousfactors like the externaltemperatures in the specificshipping lane and how it relatesto the temperature at which theshipment must be transported.We will also look at thepackaging choices the customermakes. This includes things likethe container choice and thepackaging configuration. Wewant to make sure that thecontainer and packagingconfiguration they use works,whether it is their ownpackaging or the way the freightis configured on the truck.

Once we complete the shipping study, customersreceive a documentation packet including aprotocol, data analysis and a summary report. Theycan use this information to help support their FDAcompliance efforts.

If customers are interested in conducting a shippingstudy, they can contact me at 234-310-4141, or theycan send an email to fccsolutions@blue.fedex.com.

Web page:customcritical.fedex.com/us/services/tempcontrol/studies.shtml

Example of sales literature for Shipping Studies

Count on a Temp-Assure Shipping Study Shipping temperature-sensitive products can be complex. Count on the quality and expertise of FedEx Custom Critical to assist in developing your plans or to improve your current processes. Here’s how you can use a shipping study:

• If you are experiencing temperature excursions or

deviations with your current processes, our specialists

can analyze the issue and provide you with a

comprehensive report.

• FedEx Custom Critical can conduct a temperature

shipping study on a speci-c lane, container, vehicle and/or

packaging and will provide you with the performance data.

• Stay ahead of potential compliance issues by using a

Temp-Assure Shipping Study to test all segments of

your cold-shipping plan prior to implementation.

Temp-Assure®

Shipping Studies

© 2013 FedEx. All Rights Reserved 5/2013

Don’t leave your plans to chance. Contact FedEx Custom Critical for aTemp-Assure Shipping Study today.

More Info:Send Inquiries to:FCCSolutions@blue.fedex.com

FedEx. Solutions That Matter.SM

Are you an emerging pharmaceutical company needing assistance in developing your cold-chain shipping plans? Are you responding to an FDA 483 letter? Do you need to qualify your shipping lane, vehicle or packaging? FedEx Custom Critical can help.

Temp-Assure Shipping Studies ProvidesShipping Expertise to Customers

Coping with Holiday Stress Here are some ways that you can battle your stress during the holiday season.

1. Try to eat and drink in moderation. It’s easy to find yourself eating more than you normally would because of the abundance of food. Try to keep your portions small and avoid some of the richer desserts. You should also consider watching how much alcohol you may use, as excessive alcohol use can increase feelings of depression.

2. Don’t isolate yourself. If you’re alone on the holidays, find ways to keep yourself busy. Try inviting others to get together or volunteer for a worthy cause so you can experience the power of giving.

3. Make time for regular exercise. If you already exercise, try to keep your regular schedule despite the chaos of the holiday season. If you don’t exercise, try including some light exercise into your daily routine—even a short walk with a friend can help reduce stress and increase your mood.

4. Remember lost loved ones through positive memories. By focusing on positive memories, you can make these remembrances part of your family traditions.

5. Take a good look at your holiday traditions. Are there any traditions or activities that can be modified? Complicated meals and elaborate gift giving can raise your stress and anxiety levels. Consider simplifying your meals and celebrations.

6. Plan ahead. By planning ahead and not waiting until the last minute to finish your holiday preparations, you can save both time and money. Also, try making some fun plans for after the holidays to reduce the effects of a possible post-holiday let down. If you are feeling down or stressed, give some of these self-help strategies a try. It’s important to remember, however, that if you feel down for more than a few weeks, or if you are experiencing changes in sleeping or eating patterns, talk to your health care provider.

Source: Cigna Health Behavior

Holiday Trivia Questions

1. What is the most popular item to put on top of a Christmas tree?

2. Which reindeer’s name is also the name of a kitchen cleaner?

3. Which holiday is known as the “Festival of Lights”?

4. Of all the popular Christmas songs, which is the best-selling single of all time?

5. “You’ll shoot your eye out kid!” Name the movie.

6. How many days are in Kwanzaa’s holiday?

7. What country can be credited with the creation of the Christmas beverage, eggnog?

8. What is the Jewish New Year called?

9. In a Charlie Brown Christmas, what is it that Lucy wants?

10. How many toy soldiers are located in the first floor hallway of our building?

Customer Kudos “Please extend my sincere appreciation to a Ms.Jenny May, who took the time and went wayabove and beyond to help me with the criticalload. It is a smiling voice on the other end of theline that makes things a little more bearable whenyou’re in a rush. She took the time to understandand work things out on her end to make sure mycustomer’s product is amazing. Once again,please extend my sincere appreciation. Jenny isjust another reason for using FedEx CustomCritical. Too often we do not even get a thank youfor just doing our job, but she certainly deservemore than that.”

–Sherrie Thomas, Virginia

Happy Anniversary to the following team members who have been withFedEx Custom Critical for 20 years or more:

Employee Anniversaries in November:Beth Cadle, Surface Expedite: 28 years

Vicki Hefferon, Legal: 28 yearsLori Valatka, Sales: 27 years

Catherine Chrobak, Surface Expedite: 25 years

Employee Anniversaries in December:Virginia Albanese, ELT: 27 yearsRick Franks, Finance: 26 years

Forrest Medley, Sales: 23 yearsKevin McClellan, ELT: 20 years

Renee King, Surface Expedite: 20 years

1) Angel 2) Comet 3) Hanukkah 4) White Christmas 5) A Christmas Story 6) Seven 7) England 8) Rosh Hashanah 9) Real Estate 10) 6

What’s Up At FedEx Custom Critical?

Page 11: The Expediter

r

Thank YouEditor: Brooke Tabaka. Layout: Greg Gore. Thanks to the following people who contributed to this edition of The Expediter: Dean Rocco, Dave Hill, Bill Adams, Rachel Edmunds,Ashanti Grace and Mike Lombardi.

The Expediter is published bimonthly for team members of FedEx Custom Critical. Please send suggestions to Ryan Henary or Dave Hill in Marketing. White Glove Services, AirExpedite, Temp-Assure and Customer Link are registered trademarks of FedEx Custom Critical, Inc. FedEx Custom Critical is proud to be an equal opportunity employer.

©2013 FedEx Custom Critical, Inc. No portion of this newsletter may be copied, distributed or reproduced without written permission of FedEx Custom Critical, Inc.

The ELT: Get to Know MeDean Rocco, Director, Information Technology

Dean Rocco joined FedEx Services in 1999 in support of FedEx SupplyChain, where he managed theApplication Integration and Internet Development team.He is currently responsible for the IT strategy,operations, applications and infrastructure supportingFedEx Custom Critical. In addition, Dean is responsible for PC Services and Field Support for FedEx Freight. He has two daughters and a son andresides in Hudson, Ohio.

Hometown: I grew up in Tallmadge, Ohio. I have lived inHudson for the last 20 years.

Favorite pet: Although I currently do not have any pets,I’ve always favored dogs. My favorite dog was a blackpug named Betty.

Favorite travel destination: I really enjoy going to HiltonHead Island. I’ve gone with family and friends everyyear for the past 20 years.

Interesting piece of trivia about himself: I competed ina Tough Mudder competition this past year. While it wasa great experience and I’m proud of theaccomplishment, I don’t plan to do it again anytimesoon.

Favorite thing about living in Northeast Ohio: I love thechange in seasons, but I could skip the winter monthsafter the holidays.

Hobbies: I really enjoy playing golf with my friends. Forme, it’s about getting out and enjoying time with myfriends as opposed to worrying too much about how Iplay.

Favorite sports team: Hands down, the ClevelandBrowns. I’m a huge Browns fan even though it’s beenpretty tough for many years. As all true Browns fansare, I’m optimistic for the future. Go Browns!

The superpower he would want: I would love to haveSuperman’s ability to fly. How great would it be to flydown to Florida, play a round of golf and then fly back…especially in February!

Favorite food and drink: This is a tough one since Ienjoy so many different kinds of food. It’s hard to beat agood steak and a nice glass of wine.

Favorite Custom Critical memory: I have had manygood memories in the almost three years that I’ve beenwith Custom Critical. One of the top memories was theopportunity I had to meet with one of our contractorswho received a Four Star Award. It was a greatopportunity to learn from the best of the best and togain a better appreciation for our contractors and thevital role they play in our success.

A job he held as a teenager: Growing up, my father hada roller skating rink. I did a little bit of everything at theroller rink, including filling in as the DJ.

Favorite part of working at Custom Critical: I love thepeople at Custom Critical. Everyone is very friendly andextremely dedicated to what they do. I feel veryfortunate to be part of such a great team andorganization.