Customer Service Manager

Marcia Davis

*** ******** *****

Fayetteville, Georgia 30214-3700

Mobile: 770-***-****

Evening Phone: 770-***-****

Email: **********@*********.***

Work Experience:

United States Postal Service 02/1998 – 01/2014

Fayetteville, Georgia 30214 Salary: 65,031 USD Per Year

Hours Per Week: 40

Supervisor, Customer Service

I coordinate, instruct and direct work activities by coaching, counseling, team building and motivating to effectively accomplish job tasks. I conduct employee performance evaluations. I consider attendance, punctuality and overall work ethics. I maintain the payroll for over 120 employees. I post vacation leave, sick leave, holiday leave and other leave for the unit.

United States Postal Service 10/1993 – 02/1998

Atlanta, Georgia 30304 Salary: 56,000 USD Per Year

Human Resources Associate

I coordinated the workload for seven Labor Relations Specialists. I maintained the calendar, prioritized the work between two clerks and ensured completion by the deadline to meet contractual and legal obligations. I was a Scribe during Local Negotiations for three unions. I typed the Local Memorandum of Understanding for all three unions, which had to be prepared within 7 days and signed by all responsible parties. In the Labor Relations Department I was responsible for processing unemployment appeals for the Atlanta District. I appealed the cases where the claimant was not entitled to benefits within the allotted time. My ability to represent the Postal Service to save money by not paying unjust employee benefits.

United States Postal Service 05/1992 – 10/1993

Atlanta, Georgia 30369 Salary: 36,000 USD Per Year

Clerk Stenographer

I typed the correspondence for the Plant Manager and his Direct Reports at the Atlanta Bulk Mail Center. I created and maintained numerous logs. I answered phones and maintained the filing system. I took dictation and transcribed memos. I made travel arrangements and scheduled training for the Maintenance Department. I also worked in the Personnel Department and assisted with the employment and selection process.

Additional Information:

I can type 65 wpm and 15000 kph.

I am experienced in the labor relations programs, policies, procedures, and agreements and have performed in these areas for 5 years. I coordinated the clerical work in the Labor Relations Office for two clerks, the processing of employee claims, back pay adjustments and a large volume of typing. Additionally, this position required the compilation of statistical reports and a working knowledge of handbooks and manuals. I was responsible for processing unemployment appeals for four areas. I appealed the cases where the claimant was not entitled to benefits. I received calls from the Georgia Department of Labor (GADOL) to verify information on discharged employees. My ability to represent the Postal Service in this forum saved the Post Office money by not paying unjust employee benefits.

I processed routine and confidential reports and checked them for accuracy and completeness. I scheduled and coordinated program activities. I prepared forms, notices, announcements, correspondence and maintained records. I typed the Local Memorandum of Understanding for three unions. I advised supervisors and managers on policies and procedures dealing with the contracts. I prepared position papers on grievance appeals. I interviewed prospective employees for career and non-career positions. I was presented a Special Achievement Award and a Letter of Appreciation in this position.

I place a high priority in providing quality customer service regardless of whether the customer is friendly or angry. Even under stress, I am able to address customer needs with discretion, patience and professionalism. I apply this same approach with management and co-workers to achieve a similar result. I have a proven record of working in a fast-paced environment, finding new ways to solve problems, meeting the varied and often difficult demands of our customers and being flexible enough to address problems as they come up while maintaining my workload. I have worked well with management, employees, union, customers and the public. My background and skills will be an asset to this position.

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