Customer Service Management
Resume:
Reginald Bowles
Email: *********@********.***
Address: **** ***** **** ****
City: Jacksonville
State: FL
Zip: 32244
Country: USA
Phone: 904-***-****
Skill Level: Experienced
Salary Range: $62,000
Willing to Relocate
Primary Skills/Experience:
See Resume
Educational Background:
See Resume
Job History / Details:
REGINALD BOWLES
Manager
7323 Sweet Rose Lane * Jacksonville, FL 32244
Work: 904-***-**** * Home: 904-***-**** * Email: *********@********.***
PROFILE
SELF-STARTER & PROBLEM-SOLVER: Business professional experienced in providing training and supervision to U.S. Postal Service employees responsible for processing mail. Acknowledged by management and staff for program expertise and the ability to provide effective hands-on training and supervision.
SUMMARY OF MANAGEMENT/LEADERSHIP EXPERTISE
SUPERVISON:Served as a key decision-maker and influencer in the USPS Business Mail acceptance process. Supervised 15 to 25 Business Mail Entry Unit (BMEU) employees, ensuring revenue protection through the proper acceptance, classification, verification, recording, and release of bulk business mailings. Monitored performance for adherence to all U.S. Postal Service policies, programs, and procedures. Monitored automated systems to ensure their accuracy and proper operational utilization. Ensured that all staff remained properly trained and proficient in the use of processing equipment. Tracked time and attendance ensured proper staffing levels for shift. Presented reports on BMEU processing efficiency and accuracy. Addressed processing errors and recommended process improvements where necessary. Responded to queries from managers and staff on work processes and products.
MANAGEMENT ADVISEMENT: Advised management on the productivity and efficiency of the BMEU, utilizing substantive knowledge of BMEU operations and activities. Provided oral and written reports to management on the processing efficiency and accuracy of the BMEU. Provided troubleshooting and guidance on U.S. Postal Service policies, procedures, and programs. Identified opportunities for process improvement and provided management with suggestions for improving efficiency and reducing errors.
ADMINISTRATION: Provided evaluation of employee performance. Maintained documentation related to unit performance, including efficiency, productivity, incident reports, employee performance reports, and equipment reports. Completed and processed required documents and forms. Maintained necessary training records for input to the training management system. Set up training environment to ensure the availability of all training materials, equipment, and facilities.
RELATIONSHIP MANAGEMENT: Interacted professionally with all levels of management, working cooperatively with peers and superiors. Utilized problem-solving, cooperative negotiating skills, and conflict resolution strategies to address relevant issues.
INSTRUCTION/TRAINING: Presented instruction on BMEU policies, procedures, equipment/software, utilizing student-oriented adult training techniques. Provided lectures, demonstration, electronic presentation, exercises, and simulation to students. Promoted learning through self-paced courses and provided students with evaluative feedback on performance.
COURSE PLANNING & DEVELOPMENT: Assisted in designing courses, materials, and instructional strategy. Collaborated with other instructors to determine course content. Planned instruction and developed lecture materials, written assignments, and hands-on exercises to reinforce instruction. Developed methods for assessing students` progress and proficiency.
CUSTOMER SERVICE: Addressed customer service issues, interacting with customers and staff to ascertain and resolve issues. Responded to queries from customers and provided guidance on U.S. Postal Service policies, programs, and procedures.
PROFESSIONAL EXPERIENCE
U.S. POSTAL SERVICE/BMEU:
JULY 1987 to Present
3650 Southside Blvd.; Jacksonville, FL 32216
BMEU ACTING SUPV. April 2002 to Present
Salary: $57,000 per year
40 hours per week
Supervisor: Kathy Frigo (You may contact at 904-***-****)
BMEU INSTRUCTOR September 2002 to Present
Salary: $52,000 per year
40 hours per week
Supervisor: Kathy Frigo 904-***-****)
BMEU CLERK April 2002 to Present
Salary: $52,000 per year
40 hours per week
Supervisor: Kathy Frigo 904-***-****)
DISTRIBUTION CLERK/MAIL PROCESSOR July 1987 to March 2002
Salary: $52,000 per year
40 hours per week
Supervisor: N/A
CLAY COUNTY SCHOOL BOARD:
900 Walnut Street
Green Cove Springs, FL 32043
SUBSTITUTE TEACHER August 2005 to August 2009
Salary: $10,000 per year
40 hours per week
Supervisor: Michael Wingate 904-***-****)
TECHNICAL ACCOMPLISHMENTS:
* Selected by management for assignment as an instructor based on subject matter expertise, effective communicative skills, and job performance.
* Selected by management to supervise the Business Mail Entry Unit (BMEU) based on performance and subject matter expertise, including knowledge and skill using the unit`s various automated systems.
* Selected by management for special detail supervising in Customer Service Operations, based on effective communicative skills, job performance, and leadership abilities.
* Selected by management for special detail supervising in Distribution Operations, based on leadership abilities, subject matter expertise, and effective communicative skills.
MANAGEMENT ACCOMPLISHMENTS:
* Effectively communicated BMEU subject matter to BMEU personnel to meet organizational training requirements for years 2005-2009.
* Successfully curtailed sick leave abuse in the BMEU using combined data from both the Enterprise Resource Management System and the Time and Attendance Collection System.
* Substantially increased BMEU`s use of the expedited mail processing system by introducing a method for providing employees with continuous feedback on system usage and adjusting assignments as necessary.
* Contributed to outstanding BMEU proficiency performance for two consecutive years.
AWARDS
PRIDE AWARD, BMEU PROFICIENCY PERFORMANCE (2005-2006).
OUTSTANDING PERFORMANCE, AFSM AUTOMATED, FLAT-SORTING MACHINE (2002).
EDUCATION
MASTER`S DEGREE, MANAGEMENT MAY 2008
UNIVERSITY OF PHOENIX
Jacksonville, FL 32256
BACHELOR`S DEGREE, BUSINESS ADMINISTRATION AUGUST 1994
UNIVERSITY OF NORTH FLORIDA
Jacksonville, FL 32256
ASSOCIATE DEGREE, BUSINESS
FLORIDA COMMUNITY COLLEGE AT JACKSONVILLE MAY 1989
Jacksonville, FL 32205
HIGH SCHOOL DIPLOMA MAY 1984
BISHOP KENNY HIGH SCHOOL
Jacksonville, FL 32207
REFERENCES:
PROFESSIONAL
Kathy Frigo
BMEU SUPERVISOR
James Miles
Postal Inspector, Ret.
Kenneth Moore
BMEU Technician
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