W
Marva
Williams
marvawilliams***3@g
mail.com
Dolton IL
SUMMARY
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Analytical professional with technical knowledge and critical thinking skills to thrive in data-driven environments. Tackles challenges with positivity and drive to overcome. Works great alone or with others and consistently exceeds expectations. SKILLS
Compliance standards
Report generation
Report writing
Experience in leadership
Computer skills
Communication
Problem resolution
Active listening
Goal-oriented
Good work ethic
Relationship building
Planning & organizing
Troubleshooting
Multitasking
Training
Workforce Management
Training & development
EXPERIENCE
Auditor-GS9 $78,000 Yearly
Carol Stream, IL
Office of Internal General/ Jun 2022 to Current
Composed clear and concise audit findings to deliver comprehensive audit reports. Maintained confidentiality of company information obtained in audit assignments. Identified risks and opportunities with management to improve business processes. Managed completion of planned audits, reviewed records and procedures for accuracy to accomplish objectives and appraised policies and plans under audit review. Customer Service Supervisor-GS17/ $78,000 Yearly
Lansing, IL
United States Post Office/ Apr 2022 to Jun 2022
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment. Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Assisted staff with resolving complex customer issues and implementing targeted solutions.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Assessed team member performances by delivering one-on-one coaching to promote better service.
Set clear expectations and helped employees pursue optimal paths for achieving each target.
Evaluated employee job performance and motivated staff to improve productivity. Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings. Customer Service Supervisor
North Riverside, IL
United States Post Office/ Aug 2016 to Jun 2022
Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment. Answered phone calls and responded to questions and concerns. Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Assisted staff with resolving complex customer issues and implementing targeted solutions.
Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
Assessed team member performances by delivering one-on-one coaching to promote better service.
Interviewed, hired and trained staff to meet company objectives. Set clear expectations and helped employees pursue optimal paths for achieving each target.
Evaluated and authenticated returns, exchanges and voids. Monitored phone calls to provide feedback and coaching. Prepared work schedules based on staff availability and forecasted demands to optimize personnel coverage.
Drove positive customer satisfaction levels by providing successful training to associates.
Mail Carrier
Carol Stream, IL
United States Post Office/ Oct 2007 to Aug 2016
Observed road rules, weather and road conditions and other factors to maintain safe driving record.
Handled undeliverable mail in accordance with established procedures. Delivered mail along prescribed route and retrieved additional mail from relay boxes. Routed all classes of mail in sequence of delivery along established route. Furnished customers with postal information and provided change of address information and other related postal forms.
Obtained receipts for registered and certain insured mail. Delivered mail to residents and business within assigned area. Delivered various types of mail on routes according to strict timelines. Cleaned and checked over vehicle after completion of daily deliveries. EDUCATION AND TRAINING
Bachelor of Science: Paralegal Studies
Roosevelt University May 2007
Chicago, IL
Associate of Arts: Paralegal Studies
Northwestern Business College Jun 2003
Chicago, IL