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Customer Service Manager

Location:
Tulsa, OK
Posted:
September 09, 2014

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Resume:

**** ******** ****, *********, ** *****918-***-**** • acfui1@r.postjobfree.com

Robert Rymer

Objective

I have extensive experience/training in managing a midsized operation that had a dual role of a

incoming/outgoing internal production that had to make timely goals and customer service to the general

public. I enjoy working with people and setting goals for myself to improve the work place and influence in a

positive manner the outlook of any company or organization. My strength is troubleshooting issues that have

operational needs and understanding employee relations in a way that I am able to coach people to be

performers.

Skills

_

• Highly skilled in MS Office- Word, Outlook, Excel, Power point.

• Proficient in MS Publisher.

• USPS certified in interviewing new hires.

• USPS certified in OSHA safety programs.

• USPS certified in material management tracking.

• USPS certified in Hostile Work Environment investigations.

• Studied/trained in 7 Habits for Highly Effective People, Coaching for Performance, Lean Six Sigma,

while working for USPS.

• 18 years of working with labor unions as both a labor rep (3 years) and a management rep (15

years). Negotiated local contracts once as labor and 5 times as manager.

• Skilled in working with computers, software and hardware installations, modifying computers and

troubleshooting.

• Skilled in low voltage wiring such as telephone system installations, data line installations, router

and hub installations, networking configurations.

• Knowledgeable in HR activities and programs for large organizations (USPS) for 10 years as a local

adhoc in Roswell, NM.

• Skilled in dealing with National Labor Relations Board (NLRB) and resolving issues.

August 2010 - December 2012

United States Postal Service

McAlester, OK

Postmaster

Managed 60 employees, 2 supervisors in 2 facilities and in a 24/7 operation. Including all budgetary

tracking managing time and costs of operations.

To ensure mail is sorted and dispatched in a timely manner to 78 towns in SE Oklahoma

Maintained the local operations of mail delivery in the Pittsburg county and McAlester city area.

918-***-**** • acfui1@r.postjobfree.com

Robert Rymer

Negotiated and signed labor contracts with unions in local area. Met with unions on grievance

issues to resolve contract and labor disputes.

Worked on issues to communicate with the NLRB on complaints filed by local unions, all

complaints resolved in favor of management.

Established and maintained local office safety processes and record keeping. Used a USPS Safety

program called PEG (Program Evaluation Guide) that was OSHA compliant. Performed regular

safety inspections of Facility, machines, and vehicles.

Worked with customers to resolve issues by talking to them over the phone, meeting customers at

the window counter, and meeting with customers in private conference rooms.

Worked extensively on MS Office programs such as Word, Excel, Outlook and PowerPoint. Able to

create spread sheets or word documents to track data using many types of graphs, flow charts and

interoffice correspondence.

When I started this position the mail processing and delivery operations were the bottom ranked in

Oklahoma, when I retired the operation was nearly top ranked in the state. This was accomplished by

establishing goals for the employees and holding them accountable.

January 1999 - August 2010

United States Postal Service

Roswell, New Mexico

Manager of Maintenance

Managed 18 employees to maintain 2 facilities and 6 mail sorting machines that sorted mail for SE

New Mexico.

As a ad-hoc I managed the local Human Resources of the office of 130 employees, meeting with

union representatives. Negotiated labor contracts with each union. Tracked sick leave usage, tracked

grievance activity, tracked discipline activity with supervisors.

Implement and enforce a preventative and predictive maintenance plan on the machines. Use real

time data to determine when a bearing or belt o other parts are at end of useful life and replace it just

before it fails.

Worked with OSHA to resolve about 25 employee complaints of safety issues. Established a good

relationship of trust with the OSHA investigators to the point that they would call me and have me

respond via email to show safety compliance. They never found the need to do a visit since I was

open and quick to correct any issues within hours of notification.

Worked with NLRB to resolve any labor dispute issues by unions. Resolved 98 cases over several

years that resulted in the labor complaints by the unions being resolved in favor of the management

organization (USPS).

While working in New Mexico I had developed a good relationship with our District office and was assigned

many ad-hoc details since I had a natural ability to root out issues and document problems and solutions. I

had a ad-hoc 10 year detail as a fact finder for work place harassment. This is where I would interview both

sides of the situation and including all possible witnesses, then map out the operational flow and submit it to

the next level manager to make a decision.

August 1996 - January 1999

United States Postal Service

Roswell, New Mexico

918-***-**** • acfui1@r.postjobfree.com

Robert Rymer

Associate Supervisor

Trained by USPS over 4 month period to be a supervisor using proven methods from the private

sector such as Bradford and Stephen Covey as well as other methods.

Was cross trained in all operations supervising delivery, tour 1 outgoing mail processing, and tour 3

incoming mail processing learning all aspects of a 24/7 mail processing and delivery operation.

Detailed to the maintenance supervisor position in Roswell and detailed to other cities to assist in

turning around deficient operations.

October 1985 - August

1996 United States Postal Service Roswell, New Mexico

Letter Carrier

Hired in 1985 as a part time flexible letter carrier, learned all the city routes in Roswell.

Converted to a full time regular carrier in 1991 and bid to carry one route daily.

Became a union local president from 1990-1996, then promoted to a supervisor.

Education

1978-1982

Idaho State University

Pocatello, Idaho

Studied Management and Organization of Business, 2 years. Also studied

Telephone systems and low voltage electronics at the ISU Vo-Tech, 1982-1983,

C ertificate of Telephone systems. Later on had classes at Eastern New Mexico

U niversity in Roswell, NM in 1992-1994 for a total of 136 credit hours

b etween all schools.

Hobbies

Camping, Mountain hiking, Canoeing, Snow skiing, Fishing. Also enjoy doing small construction projects at

home or for friends.

References

Tim Maxcey, friend and church Elder 2010 to present. 918-***-****

Kevin Wright, Preacher, 2010 to present. 918-***-****

Mack Harmon, Manager USPS, former boss, 712-***-****.



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