Customer Service Quality Assurance

Jackie Smith

**** *. ******** ***., ***. **H . Chicago, Illinois 60616

Phone: 773-***-**** . **********@******.***

__________________________________________________________________Highly

skilled and experienced Mail Services Supervisor seeking Managers' position

in which to apply my Seventeen years quality assurance experience combined

with strong leadership and communication skills.

__________________________________________________________________

Summary of Qualifications

. Knowledge of postal regulations.

. Knowledge of mail routing systems and procedures.

. Ability to assess operational requirements and to plan and organize

workflow patterns and schedules.

. Strong customer service skills, with the ability to diffuse difficult

situations.

. Thorough knowledge of reservation systems and transactions processing,

including Sabre and Apollo.

. Excellent organizational skills and the ability to pay attention to

detail.

. Proficient in general office duties

Experience

Carlson-Wagonlit Travel, Chicago, IL

Mail Services Supervisor, 2004 - 2009

. Supervise personnel, which typically include recommendations for

hiring, firing, performance evaluation, training, work allocation, and

problem resolution.

. Designs production process and lines, equipment configuration, and

staffing requirements to expedite the processing of out-going mail.

. Evaluates job requests for mail processing to determine work

priorities; plans and schedules work for mailroom employees.

. Supervises bulk mail process including; production, quality control,

bundling, bagging, tagging, billing, and delivery to Post Office;

provides training to staff in bulk mail rules and regulations.

. Maintains awareness of changes in U.S. Postal Service regulations that

may affect mailroom activities.

Facilities Coordinator, 2001 - 2004

. Supervises the processing of all out-going mail of department to

ensure that it meets the standards of the U.S. Postal Service.

. Responds to customer inquiries and resolves problems related to postal

and mailing transactions.

. Participates in the development of operating goals and objectives for

the unit; recommends and administers methods and procedures to enhance

operations.

. Provides light maintenance to any equipment used by the mailroom.

. Receives and responds to requests for information materials.

. Oversees clerical functions such as record keeping, typing, filing,

copying, and inventory control of supplies.

Packager, 1997 - 2001

. Duplicates, copies, or prints all district forms and such other

reports, brochures, programs

. Safeguards paper stocks and maintains inventory records according to

established procedures

. Reviews work orders to determine number of copies desired; types of

master copy to use; and color, size and weight of paper required

. Prepares invoices showing quantity of paper used, type of work

performed, and time spent on each work order

. Orders supplies

. Performs other related duties as assigned

Courier, 1993 - 1997

. Stacks and wraps final work for pick-up, and receives receipt for all

deliveries

. Receives, sorts, and delivers all central office incoming mail from

U.S. Post Office

. Receives all outgoing office mail daily; meters postage on authorized

matter; sorts all matter into zip code order, and delivers outgoing

mail to U.S. Post Office

. Maintains and safeguards central office postage meter, and keeps an

accurate accounting for all postage spent

Computer Skills

Microsoft Office Suites, Apollo, Sabre, Adobe Acrobat Software, Internet

Explorer, and all automated office equipment.

Education

Wendell Phillips High School

Chicago, IL

Graduated, 1988

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