Customer Service Manager

Doris Bradley

BioTech Clerk Team Lead

Silver Spring, MD

*******@*******.*** - 240-***-****

Experienced professional with over twenty years of experience in mailing, management, and call center

operations.

• Talent for identifying customer needs and applying appropriate reaction and service

• The ability to gain customer trust and provide exceptional follow-up

• Expertise in resolving escalated customer service issues.

• Earned numerous company achievement awards for delivery of exceptional customer service.

• Proficient with Microsoft Office System including Microsoft Word, Microsoft Excel,

Microsoft Power Point and, Microsoft Access.

WORK EXPERIENCE

BioTech Clerk Team Lead

Pitney Bowes Capital Heights - 2001 to 2009

Managed a support staff of up to thirty employees in day-to-day operations of a secured hazardous

environment. Developed employee's schedules and assigned tasks to employees according to work order.

Collaborated with department manager to create strategic plans to enhance customer satisfaction. Provided

employees with tools to maintain and increase service levels to both internal and external customers. Work

closely with other departments to promote and clarify information. Gathered, analyzed, and reported daily,

weekly, monthly service statistics.

• Responsible for screening mail and parcels for hazardous materials

• Trained employees regarding safety protocols and the proper use of equipment

• Maintained a productive and positive work environment

• Planned and implemented efficient work schedules

• Received, screened, and managed internal correspondence

• Exercised tact and judgment in providing information. Performed other related duties as assigned

Communication/Public Relations Assis tant

Pitney Bowes - Washington, DC - 2000 to 2001

Implementing public relations skills to resolve controversial questions and customer concerns of both internal

and external customers. Answered external and internal inquires, responded to concerns, and alleviated

sensitive situations with professionalism and dignity. Assisted Manager of Professional Development in

creating and updating training materials. Prepared weekly reports for Customer Care Supervisor department.

• Operated switchboard. Dispatched messages for external pickup and delivery.

• Maintained database of personnel data, and verified data was accurate.

• Produced statistical reports analyzing efficacy of UPS, USPS, OHL, and Fed Ex parcel delivery.

• Kept department informed to modifications of day-to-day operations.

• Received Award's for providing outstanding record keeping and providing outstanding

customer service

Administrative Assistant

AMERICAN INTERNATIONAL HEALTH ALLIANCE - Washington, DC - 1998 to 2000

As a Customer Advocate I managed claims processing for leading health care and financial service providers.

Investigated and resolved customer concerns in collaboration with respective agency and other departments.

• Participated in implementing a new paperless process, resulting in streamlined operations.

• Dramatically enhanced customer satisfaction ratings by expediting all claims and ensuring a high degree

of accuracy

• Managed executive team calendar, client meetings, and prepared reports

• Submitted travel plans and completed travel vouchers when staff needed reimbursement

• Organized and maintained filing system and electronic mail

• Provided support for receptionists

• Created spreadsheets to organize data

Mailroom Supervisor

Laser Pro - Landover, MD - 1994 to 1998

I supervised over forty-five employees, listened to customer requests and developed customer packaging to

their needs. Finalized monetary transactions and resolved issues as needed. Trained, coached, and mentored

new employees in processes and company policies.

• Played key role in reducing labor cost by recommending staff scheduling changes.

• Received numerous accolades from senior management for consistently providing excellent service and

tactfully sensitive issues

• Planned and implemented efficient work schedules, trained employees, managed client jobs

• Scheduled daily production jobs, prepared daily USPS paperwork, tracked postage and maintained control

of postage budgets

EDUCATION

Fairmount Heights High School

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