Customer Service Management
Resume:
Ernie L Hillman
Kennesaw, GA *0144 US
Mobile: 678-***-****
Evening Phone: 678-***-****
Day Phone: 678-***-****
Email: *******.*****@*****.***
Availability:
Job Type: Permanent
Work Schedule: Full-Time
Work Experience:
U.S. Postal Service-Recently Retired
Hiram, GA United States
Career Time: 1979-2013
01/2003 - 10/2009
Salary: 92,500.00 USD Per Year
Hours per week: 40
Postmaster
A highly experienced operations and service management professional who posses solid skills in overseeing and leading mid-large operations with revenue over one million dollars, is why I am the candidate for your company and this position. Extensive experience in external/internal audits, employee/labor relations, safety compliance, government contracts, grievance procedures, EEO laws/regulations compliance, and customer service. Subject matter expert in troubleshooting, identifying issues/deficiencies, gaps in business processes. Recognize leadership skills in creating measurable action plans and recommendations for operational improvements and maintaining less than a one percent accident ratio for several years. Proven track record in building successful collaborations, partnerships, and alliances internally/externally. Handling labor grievances and EEO complaints successfully in the least possible cost to the organization. Over 30 years of experience in Staff Management, Postmaster, Supervision, coaching, customer service, training and development. Extensive expertise in successfully managing budgets, overtime, audits, and financial obligations aligned to meet/exceed goals. Worked with IT support regularly to maintain successful operation flow when computer problems occurred.
Specialize experience in: Strategic/Change Management, Process Improvements, Customer Service/Support, Administrative Management (including plan and policy development). Experienced in City & Rural/Services, Loss Mitigation, Risk Management, EEO Issues, Safety/Security (Threat Assessments), Expense/Budgetary controls and Community/Public Relations.
Detailed in large operational facilities with 125 plus employees. Responsibilities included managing four supervisors and providing quality customer service to our customers each day. In addition, responsible for maintaining a safe work environment for all employees and adhering to OSHA and other safety requirements including personal safety inspections and action plans to prevent unnecessary injuries to employees. In addition, I have acquired training in Anthrax emergency issues. Action plans such as being proactive to safety issues and communicating verbally and in writing to all employees about safety issues. During my detail assignment in this office, we created a zero percent accident free environment for a period of one year saving the Postal Service thousand of cost saving dollars.
Adapting to change has been vital to all employees within the Postal Service for the past several years. The ongoing transformation period has been necessary to adapt to change in the environment such as the internet and our competitors. It is vital that all employees including management adapt & understand the transformation process. As this process continues, it is my duty to convey, guide, coach, and direct all personnel to these changes as they are implemented. There is more emphasis placed on safety compliance, revenue, interacting with customers, employees, the community, and cost saving as changes occur. Due to my knowledge of this process has produced cost savings with budget/finance & operational cost critical to the success of our operation.
Education:
Shorter University Atlanta, GA United States
Bachelor's Degree 04/2005
GPA: 3.6 of a maximum 4.0
Credits Earned: 160 Quarter hours
Major: Bachelor of Science in Management
Relevant Coursework, Licenses and Certifications:
Course work consisted of essay writing in the business world. Received a Bachelor degree in business management. Received recognition on the Dean's List for my grades. In addition, numerous amount of training on the job attending Postal Service management academy.
Job Related Training:
During my thirty years of experience in management with the Postal Service, I have achieved the following training: EEO Policy and Procedures, Safety, Threat assessment, Team Building Development, Conflict Resolutions, Community Building, Financial/ Budget, Public & Community Relations, Coaching, Leadership and Alliance Building, Operations and Service Management, Collective Bargaining, Problem Solving, Human Relation, Human Resources/Employee Relations, Supervision/Staff Management, Real Estate Administration, Life Insurance, Labor Law regulations, Oral/Written Communication, Analytical & Research, Recruitment Hiring as a Postmaster, Resource Management, Administrative Leadership, Priority, and Team Building training.
Audit reviews: Received recognition for audits performed in my office while Postmaster. Internal audits conducted by outside personnel concluded outstanding accounting and finance were in place. In addition, I was required to perform these same audits on a weekly, monthly, quarterly, and annual basis. Trouble shooting financial issues such as out of balance problems were corrected immediately.
Results Orientation, Forward Thinking & Visionary, Facilitation & Coaching, Organization & Planning. All this training was given to me over this time period. In addition, I have held positions in management as a Supervisor, Postmaster, and Manager.
Language Skills:
Language
Spoken
Written
Read
English
Advanced
Advanced
Advanced
Spanish
Intermediate
Intermediate
Intermediate
Affiliations:
Hands on Atlanta - Volunteer
Big Brother - Volunteer
Atlanta Union Mission - Volunteer
Habitat for Humanity - Volunteer
References:
Name
Employer
Title
Phone
Enola Mixon U.S. Postal Service Retired
Executive Manager PCES
Phillip Rutledge U.S. Postal Service Retired
Postmaster Retired
404-***-**** Indicates professional reference
Additional Information:
Led, planned, and managed annual operational budget of 1.5 millions, oversaw and managed all aspects of daily operations including supervision for 50-125 plus employees (exempt/non-exempt). Implementing plans that saved over 20 percent savings in work hours.
Successfully and consistently developed performance operational plans to meet business goals. Restructured and streamlined work schedules resulting in an annual overtime savings of 30 percent. Developed financial/tracking controls, attendance control, as well as performance based actions improving operational efficiency by 25 percent.
Received numerous leadership and community volunteer service awards. Also, attended the University of Missouri in ST. Louis with several weeks of training dealing with community services issues.
Leading People: While Postmaster in Hiram, I was responsible for directing all operational processes, safety, customer/window services, dispatch/transportation, delivery and collections of mail. In addition, I oversaw the following:
Achieving financial and budgetary goals, leading/coaching a productive/high performance team; Staffing
Consistently promoting positive/professional public and community relations. Conducting/Facilitating as a facilitator projects with other managers and craft people for a better quality work life environment which consisted of implementing new projects and ideas for the District.
Leading Change: The ability to bring about strategic change within the Postal Service has been crucial with the organization transitional stage due to revenue loss. As the Postal Service continues to implement changes that enhances our ability to compete with competitors, communication has been the key.
I have received certificates and achievement awards over the past years with the Postal Service for my dedication and performance to my job. I have received awards for having over 2800 hours of sick leave accumulated over my postal career. In addition, I have received monetary award for my performance level.
I am a result driven individual who is always focused on meeting and exceeding the organizational goals and objectives. Also, I have the ability to make effective critical decision that produce high quality results. Express mail is one of the Postal Service high revenue generating products. The successful deliverance of express mail is unique due to the timeliness and efficiency involved. Due to my extensive knowledge, I understand the challenges that may result with this product, late arrival, limited staffing, and customer expectations.
Early one morning I received a phone call from an attorney stating that he needed some very important documents for his case that same day. The tracking number indicated the item was in the Atlanta area but had not arrived in my office. After further investigation, I was able to locate the item and deliver the express mail to the attorney that had called me. While Postmaster of the Hiram Post Office, we continued to provide consistent service to our customers without preventable failures. My office was recognized as one of the leading post office in the area with a 99 percent delivery on time with express mail due to extra efforts that was made each day as a team to achieve our goal.
Business Acumen: Ability to manage people and financial obligations is important as a manager. I have conducted numerous audits internal and external. In addition, my office has been audited by outside personal such as the inspection service with an outstanding achievement. Sox compliance is very important to our day to day operations and finance is a key element to that process. While Postmaster, my office received several awards in this operation including excellent customer service to our customers.
Building Coalitions: My ability to build coalitions with the mayor of the city has been a win-win for the Mayor and I. The city was undergoing a new project which requires a slight change in delivery for my carrier due to permanent modifications in the cities plans. The mayor and I worked out the necessary details whereby this project was very successful.
As Officer in Charge (OIC) in Postal Operational Units I have developed action plans to correct deficiencies such as poor work performance, safety issues, threat assessment, retail and delivery problems. My first plan of action to ensure these deficiencies were corrected involved verbal and written policies for all employees to understand their roles and unit goals. In addition, weekly service talks were conducted to keep everyone updated on the progress of the office. In addition, our goals were posted each week so all personnel could monitor the office performance. There were some challenges in the operation because employees were using unnecessary overtime and were not productive with their work assignments. After discussing these issues with the employees, I was informed employees were unhappy with work environment issues such as their safety concerns and unfair treatment. The safety issues were immediately corrected. I worked directly with the supervisor for weeks training/coaching demonstrating what objectives needed to be accomplished including the employees concerns. Through effective communication with everyone the operation goals as well as the employees concerns were met. By investing time with other managers the lowest performance office became one of the top three offices in the District.
In addition to my management skills, I have held a real estate and insurance license in the past.
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