Customer Service Relations Specialist
Resume:
Angela Y Swain
PO BOX *****
PASADENA, CA, *****
USA
*********@*****.***
Position: MGR CUSTOMER SERVICE OPERATIONS
Work Experience
United States Postal Service Manager, Delivery and Customer Service
08/25/2020 - Open
San Francisco, California
USA
Delivery/Customer Service
Description: Manage the largest mail delivery unit within the United States; 197 routes and more than 300 craft employees. Supervise and critique the daily essential task of EAS as it relates to budgetary constraints, employee communication, accountability and adherence to USPS rules/regulations. Manage team training with staff and craft members. Ensure a safe work environment and drive employee engagement through Safety Ambassadors, Safety Contest and daily Safety stand-up talks. Provide the highest standards of customer service by researching issues that lead to affording prompt and sustainable solutions. Project manager; 1-3 M for facilities technology, security upgrades and maintenance.
Position Type – Detail Assignment
Position Grade EAS-24
United States Postal Service Manager, Customer Service Operations
01/05/2019 - Open
San Francisco, California
USA
Delivery/Customer Service
Description: Supervise Customer Service Managers within a major, metro area. Over-see the operations of 18 retail units and 6 mail delivery units. Responsible for more than 700 employees. Manage budgets while utilizing lean six sigma techniques to eliminate waste and drive sustainable positive trends. Ensure safe and efficient operations. Enhance the operational procedure, systems and principles in the areas of information flow and management, business processes, enhanced management reporting and looks for opportunities to expand and/or increase the efficiency of systems. Carry out management responsibilities in accordance with USPS policies and applicable laws. Green Belt Trained and Bronze Certified.
Position Type Postal
Position Grade EAS-23
United States Postal Service Labor Relations Specialist- step 3 Designee
05/02/2020 - 08/22/2020
San Diego, California
USA
Human Resources/Labor Relations
Description: Labor Relations Specialist -Step 3 designee
Critique contractual documents defend management’s legal positions and provide advice to USPS management. Conduct meetings with National Business Agents (NBA's) document decision letters with attempts to settle, remand or arbitrate cases, approve arbitrations schedules.
Position Type Detail Assignment
Position Grade 23
Work Experience
United States Postal Service Manager, Customer Service
09/30/2017 - 12/06/2019
San Francisco, California
USA
Delivery/Customer Service
Description: •Manage the overall operational, budgetary, and financial responsibilities and activities of the department.
•Plan and implement systems that perform the work and fulfill the mission and the goals of the department efficiently and effectively.
•Plan and allocate resources to effectively staff and accomplish the work to meet departmental productivity and quality goals.
•Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.
•Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.
•Establish and maintain relevant controls and feedback systems to monitor the operation of the department.
•Communicate regularly with other Managers, MCSO, and Postmaster, Human Resources, Labor Relations and other designated contacts within the organization.
Position Type Postal
Position Grade EAS-22
United States Postal Service Manager, Customer Service
11/28/2015 - 09/29/2017
San Francisco, California
USA
Delivery/Customer Service
Description: •Manage the overall operational, budgetary, and financial responsibilities and activities of the department.
•Plan and implement systems that perform the work and fulfill the mission and the goals of the department efficiently and effectively.
•Plan and allocate resources to effectively staff and accomplish the work to meet departmental productivity and quality goals.
•Plan, evaluate, and improve the efficiency of business processes and procedures to enhance speed, quality, efficiency, and output.
•Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization
policies and procedures.
•Establish and maintain relevant controls and feedback systems to monitor the operation of the department.
•Communicate regularly with other Managers, MCSO, and Postmaster, Human Resources, Labor Relations and other designated contacts within the organization.
Position Type Postal
Position Grade EAS-20
United States Postal Service Pacific Area Kaizen Team Member
01/21/2016 - 04/29/2016
Los Angeles, California
USA
Description: Analyze and facilitate solutions that will enable positive networks between Customer Service and Mail Processing. Assist Customer Service to regain the ability to reach and maintain positive trends in all pertinent indicators while providing quality service to our customers.
.Position Type Detail Assignment
Position Grade EAS-20
United States Postal Service Manager Customer Service
11/29/2014 - 11/27/2015
San Francisco, California
USA
Delivery/Customer Service
Description: Manages carrier, retail and mail collections unit, responsible for employee training. Over-see budgets for main and satellite units. Interface with and provide products and services to both internal and external customer base.
Position Type Postal
Position Grade EAS-20
United States Postal Service Manager Customer Service
11/14/2015 - 11/24/2015
San Francisco, California
USA
Delivery/Customer Service
Description: A/ Manager Customer Service EAS-22; Steiner Station. Managed a dual zip code office with combination routes of a mail delivery unit. Instruct and monitor supervisors in the daily operations of functions 2 and 4. Manage budgets, adherence to safety rules and regulations interfacing with customers in an effort to provide quality service.
Position Type Detail Assignment
Position Grade EAS-22
United States Postal Service REAT; Route Examiner Adjustment Team - CDRAAP
04/27/2015 - 08/29/2015
Sam Francisco, California
USA
Description: Manage carrier route adjustment process, manage and critique the task of route examiners, extensive interaction with NALC. Advisor to management / local office contacts
Position Type Detail Assignment
Position Grade EAS-20
United States Postal Service Trainer
01/19/2015 - 02/20/2015
San Francisco, California
USA
Delivery/Customer Service
Description: Trainer for EAS supervisors and managers in the basics of successfully supervising and managing within a mail delivery unit. “Blue Performer”
Position Type Detail Assignment
Position Grade EAS-20
United States Postal Service A/Manager Customer Service
08/01/2013 - 11/28/2014
LaCrescenta, California
USA
Delivery/Customer Service
Description: Management of delivery and customer service unit personnel. Management and distribution of unit stock. Proficient and talented management professional with more than 15 years of experience of USPS management. Exceedingly knowledgeable and diligent in management and business day to day operations, personnel supervision to ensure delivery of quality cost, effective service(s), business development and customer service management. Articulate; results-oriented professional able to quantitatively lead and motivate multi-cultural/ diverse teams and individuals. Competently navigates and superintends complex organization/department with exceptional interpersonal communication skills, thus optimizing positive results. Maintains compliance with all regulating industry standards and technologies. Record of improving efficiency, productivity and profitability. Adept at directing business, teams and multi-facet departments. Familiar with reviewing business needs and developing necessary, networking and solutions. Exceptional, analytical, presentation and communication skills
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