Reliable postal clerk with 11 years' experience in production-driven settings. Strong background in customer service, workflow optimization, and management. Proven leader and successful in mentoring new employees. Ready to take next career step.
Skills
Distribution services
Postal service and product expertise
Team collaboration
Staff development
Strong organization skills
Time management
Team building
Supervision
Organizational skills
Management
Leadership
Experience
Mail Processing Clerk/Union Steward, 01/2019 to Current Fleetpride – Topeka, KS,
Loaded letters into automated processing equipment and maintained continuous flow when feeding letters to be sorted.
Operated mail processing equipment and manually sorted mail.
Resolved interpersonal conflicts by listening, finding common ground and building relationships.
Interpreted contractual agreements for employers and employees to support collective bargaining and labor relations processes.
Researched disciplinary and grievance issues and recommended optimal courses of action.
Managed internal investigations such as allegations of discrimination or sexual harassment.
Negotiated collective bargaining agreements on behalf of employees.
Advised on all aspects of labor and employment law relating to postal operations.
Help Desk Technician (WAH), 07/2018 to 12/2018 State Of Virginia – Shenandoah, VA,
Managed user profiles, security access and shared file structures.
Supported customers with online billing, access and account issues.
Supported customers having data connectivity issues, assisting with troubleshooting steps and rebooting of hardware.
Created new accounts, reset passwords and configured access to servers and file management software for users.
Operations Manager, 06/2017 to 05/2018 Chime Solutions – City, STATE,
Hire, coach, and provide training to personnel to maintain high customer service standards.
Develop objectives for the call center’s day-to-day activities.
Maintain a strong cross-functional focus, ensuring the team members work collaboratively to meet program objectives.
Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
Establish, monitor, and track operational KPIs and performance reports by collecting, analyzing, and summarizing data and trends.
Monitor team metrics and report results daily: Actual Performance vs. Objectives.
Ensure that team member and client expectations are met and exceeded. Provides rewards and recognition for top performers.
Examined problem-solving concepts, including quantitative methods and techniques, and approaches to optimize organizational operations and facilitate decision-making.
Collaborates and cooperates with other functional areas including; Human Resources, Training, Quality Assurance, Workforce, and Finance/Payroll.
Collaborate with Workforce Management to implement their recommendations for improving operational efficiencies.
Work with the Quality department to ensure consistency in call evaluations and that quality objectives are achieved.
Assists Call Center Director/ Sr. Manager with strategic planning as it pertains to Call Center Operations.
Manage changing priorities in a multi-tasked environment.
Help to manage Call Center budget and understand the impact of decisions and actions based on the overall company financial performance.
Approve and Review payroll.
Establishes a strong leadership presence within the Call Center by being involved, interacting on the call center floor, and being approachable.
Maintains an open-door relationship with all employees.
Communicates frequently and openly, to motivate team members to achieve the Call Center's Goals.
Team Lead, 06/2016 to 06/2017 Chime Solutions – City, STATE,
I served as a team lead for a busy call center with a ratio of 20:1 customer service reps aligned under my supervision.
Ability to coach and team build aligned agents and set expectations required by the client (Aon Hewitt) during annual enrollment (AE), post-AE, and ongoing.
Worked closely with the client (Aon Hewitt), client manager, capacity manager, capacity analysis, client-specific trainers, quality specialists, and operation managers to report attrition, at-risk agents, distributes shifts, stack rank agents, and provides client-specific training.
Utilized my leadership skills, coaching each agent to maintain a quality average, held coaching sessions/call calibrations, and placed at-risk agents on an IP (Improvement Plan).
Ability to make sure each agent's knowledge is accurate utilizing a number of navigation tools, such as CS Pro, Lotus Notes, client’s reference database/PKT & benefits handbook.
Graded a QA call per agent weekly with screen capture capability while scoring the agent using a 7.0 scorecard in NICE.
Send/received coaching packages in My Universe via NICE related to ISR (immediate service recovery), security breach, inaccurate information, & non-compliance transactions.
Provided each agent with weekly feedback in regards to their overall QA average, their areas of strength (aos), and areas of improvement (aoi).
Ran daily/weekly Cognos report to make sure each agent is adhering to their Genesys schedule.
Provided corrective actions for extended scheduled/unscheduled breaks & lunches.
Monitored each agent via CC Pulse in real-time & total calls in the queue in real-time.
Very familiar with submitting adjustments to RTM for unplanned absences, training, coaching of sessions/red flags, meetings, & system downtime.
Attended daily team managers meetings to discuss current headcounts, attrition, at-risk agents, upcoming trainings, and new/current alignments.
Approved aligned agent's payroll daily and weekly while making adjustments to missed punches when needed.
Ran Shrinkage report for the weekly scorecards to determine shrinkage, breaks, meetings, & unplanned time.
Education and Training
Bachelor of Science: Human Resources Management, Expected in 07/2022 Devry University - Decatur, GA, GPA:
Accomplishments
Office Management
Consult with managers or other personnel to resolve problems in areas such as equipment
performance, employee performance, unethical behaviors, and/or work schedules. Review records
or reports pertaining to activities such as payroll, monitor work activities, or evaluate performance
Management
Direct and coordinate activities of businesses and departments. Prepare staff work schedules.
Supervise customer service employees to ensure adherence to quality standards, deadlines, and
proper procedures, correcting errors or problems. Discuss job performance problems with
employees to identify causes and issues and to work on resolving problems
Customer Service (listening, verbal, written)
Knowledge of principles and processes for providing customer service. This includes customer
needs assessment, meeting quality standards, and evaluation of customer satisfaction.
Leadership
Implement policies, goals, objectives and procedures. Monitor and evaluate employees' job
performance and conformance to regulations and recommend appropriate personnel action.
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