Customer Service Quality Assurance

Vallejo, CA ***** 925-***-**** **********@*****.***

SHAMEIKA THOMPSON

CUSTOMER SERVICE PROFESSIONAL

Project Management Complaint Resolution Cost-Reduction Strategies Operations Support Quality Assurance

Repeated success driving sustainable business transformations, while increasing profitability and customer relations.

Forward-thinking customer service professional recognized for exceeding customer expectations and building exceptional cross-functional relationships. Solutions-focused leader with common-sense approach to maintaining operational standards through systems, processes, and protocols that save time, reduce costs, and improve efficiencies. Known for anticipating all possible outcomes and creating contingency plans. Comfortable in a support role and able to take the reins as needed.

Process Streamlining Client Relations Regulatory Compliance Strategic Roadmaps Microsoft Office Suite

Staff Training & Leadership Consultative Selling Project Implementation Process Improvement Crisis Management

PROFESSIONAL EXPERIENCE

UNITED STATES POST OFFICE (USPS) Suisun City, CA 2005–Present

Mail Carrier

Built 15-year career managing various mail and package delivery routes throughout Northern California, navigating the secure delivery for ~300 residents. Quickly adapt and remain up-to-date on ever-changing governmental policies, procedures, and regulations regarding COVID-19 health precautions, violations, theft, terrorist threats and foreign chemical and substance handling. Partner with distribution center team to ensure accurate and timely mail sorting and on-time delivery by vehicle or on foot.

Key Accomplishments:

Uncovered hidden challenges of unhappy residential and business residents on route and established customer service benchmark, personally communicating complaints to superiors and created strategies to turnaround dissatisfaction.

Identified and corrected multiple errors and ensuring corrections were made, including the processing of change of address forms, rerouting undeliverable mail and packages, and communicating policies to residents unsure of how to properly contact USPS to get prompt results.

Mentor new employees and assist in the onboarding process providing strategies of success, handbook review, demystifying complex concepts, instilling confidence, and taking hands-on approach when supervising rookie routes.

Exceeded delivery speed records and customer service expectations by being prepared with required forms and equipment for every scenario, rearranging route schedule based on ease of access, and quickly escalating support for residents unable to immediately assist on route.

EDUCATION

General Education Diploma

Kennedy High School, Richmond, CA

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