Customer Service Experience

KRYSTAL WALLS

Clarksville, TN ● 760-***-**** ● ************@******.***

linkedin.com/in/krystal-walls-016b4087

Passionate about delivering a world-class customer experience and driving team success through innovation and development.

Postmaster, USPS, Dickson, TN (2021-2023)

- Led a team focused on delivering exceptional customer service, achieving all goals and expectations.

- Utilize data and reporting to refine processes and drive business decisions.

- Collaborate with cross-functional teams to implement strategies that enhance customer satisfaction.

- Direct the development and implementation of training programs for skill enhancement.

- Conduct performance reviews and provide coaching to team members for continuous improvement.

Customer Service Manager, USPS, Chattanooga, TN (2019-2021)

- Managed a diverse team of 4 to 50 employees, overseeing customer service and sales, timekeeping, and facility security.

- Implemented strategic scheduling to align staff hours with business needs, reducing payroll expenses by 15% without compromising service quality.

- Coordinated cross-departmental scheduling to minimize labor costs by 20%, maintaining efficiency and meeting project deadlines.

- Developed a flexible scheduling system, cutting excess payroll costs by 18% annually.

- Negotiated shift changes and managed time-off requests, achieving a 12% payroll cost savings with no impact on customer satisfaction.

- Managed a customer service team, ensuring high-quality client interactions and support.

- Partnered with product teams to facilitate the rollout of new features and services.

- Developed scripts and processes to improve customer experience and operational efficiencies.

- Assisted in the creation of training materials and the execution of development initiatives.

Supervisor Customer Service, USPS, El Paso, TX (2017-2019)

- Provided oversight of audits and studies to evaluate travel and motor vehicle program operations.

- Implemented strategic scheduling practices, leading to a 15% reduction in payroll expenses.

- Redesigned shift patterns to decrease overtime costs by 10% and improve employee work-life balance.

- Leveraged scheduling software to forecast staffing needs, reducing labor hours by 25% and lowering payroll expenditures.

- Negotiated with union representatives to settle grievances in a manner that upheld employee rights and supported organizational goals.

Supervisor Customer Service, USPS, Clarksville, TN (2013-2017)

- Managed daily operations, mail distribution, and personnel allocation for two postal facilities with a team of over 100 staff members.

- Conducted investigations into workplace incidents and maintained accurate records for safety and compliance.

- Led initiatives to optimize retail sales and improve customer experiences, contributing to enhanced service quality and operational efficiency.

EDUCATION

Phoenix University, Phoenix, AZ

Associate of Arts in Psychology

Colorado Technical University

Pursuing Bachelor's Degree (Expected Graduation: 8/2025)

TECHNICAL SKILLS

- Proficient in Microsoft Office Suite (Word, Excel, Access, PowerPoint), Adobe, QLIK, Power BI

- Experienced in HRIS platforms and data entry

Skills & Qualifications:

- Strong leadership abilities with a proven track record of inspiring and empowering teams.

- Exceptional customer service skills with a focus on exceeding satisfaction targets.

- Intermediate knowledge of customer service tools such as Zendesk and Salesforce.

- Real estate industry knowledge and experience.

- Excellent communication and interpersonal skills for engaging with diverse teams.

- Ability to quickly adapt and learn in a fast-paced environment.

- Comfortable with providing and receiving constructive feedback.

- Willingness to travel quarterly for team retreats.

Additional Information:

- Authorized to work in the U.S. for any employer.

- Remote work location identified and compliant with company policy.

- Committed to equity, diversity, and inclusion in the workplace.

References are available upon request.

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